Consumer complaint received 2016-06-10
Company: TD BANK US HOLDING COMPANY
State: DC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
To Whom It May Concern, A couple of months ago, I along with my colleague XXXX XXXX, initiated a mortgage request through the XXXX XXXX XXXX TD Bank branch. Unfortunately, the problem is that the property I am planning on purchasing is located in XXXX. As such, I have been going dealing with a number of representatives in the local XXXX mortgage lending department, not one of which I have anything positive to say. 

The problems first began with a XXXX XXXX, who was absolutely incompetent and unable to do her job to even the most minimal requirement. Forgive these harsh words, but I really must emphasize the poor level of service. This is someone with whom no amount of communication, either written or verbal, seemed to be effective in any way. In all seriousness, this is someone who did not seem capable of retaining or processing any information, resulting in MUCH wasted time repeating things, resending documention, confirming false information she 'd disseminated and repeating explanations of the situation. Most shocking perhaps is her inability to calculate even the simplest sums. During one conversation with her, when it became evident certain dollar amounts she was quoted were in error, she was asked to " tell me what is XXXX % of {$10000.00} ''. When pressed, she was UNABLE TO ANSWER THIS QUESTION (!!! ). On top of this, she routinely ignored questions and refused to answer emails or calls. This resulted in our the whole process being delayed by weeks, a setback that has costed both myself and the seller money in needless expense. 

The situation with XXXX became so bad, that we had to be transferred to an XXXX XXXX XXXX with the explanation that " XXXX was new and learning ''. Unfortunately, our exchanges with XXXX are becoming even worse than with XXXX. XXXX regularly displays inactivity towards our case, ignores repeated requests for dialogue on the subject of our mortgage, yet with the added shortcoming of rudeness and the continued ignorance of pleas to return either phone calls or emails. Unsurprisingly, our mortgage request has been further delayed directly due to her ineffectiveness. Of course, the manager of both XXXX XXXX and XXXX XXXX, a XXXX XXXX XXXX, has been advised of all this throughout the timeframe of this situation. Perhaps most shocking is that she too has failed to return phone messages and does not seem to really care about this situation. Such behavior worries me to no end. 

I have much documentation and sent emails to support the claims I am making, indeed I have included the email below to give you a sense of the gravity of this situation. What 's more, this can all be confirmed by the XXXX XXXX branch staff who are all too aware of this situation. They have escalated this situation to a number of managers to try and resolve this situation MULTIPLE times. They have called and followed up on things more than anyone at the actual mortgage center, despite this not even being their direct responsibility. Perhaps most telling, they have told me personally that they find this to be " embarassing '' for them as it reflects so poorly on them. In conversations I 've had with them, I even strongly suspect this is not the first time they have experienced such problems with this particular XXXX office. 

I hope that this gives you enough information to begin an investigation into this office. The delays caused by their incompetence has led to lots of lost time and money on the part of both myself and the seller. 

XXXX XXXX

Company response to consumer: Closed with explanation