Consumer complaint received 2016-11-02
Company: TD BANK US HOLDING COMPANY
State: NJ
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
In XX/XX/XXXX, I went to TD branch bank located in XXXX, New Jersey to apply for direct payment for both my mortgage and home equity loan. The summer before in XXXX and XX/XX/XXXX we were late on our home equity payments. I went on vacation and I thought I had paid both loans ( mortgage & home equity ) together as I have always done in the past but the difference was that I paid for two months. I have XXXX other accounts with TD bank all on direct payments. XXXX of them are for the same amount as the home equity payment of {$85.00}. What happen was that I double paid on XXXX account thinking it was my home equity loan. Clearly that was our error. 
In XXXX XXXX, the branch manager ( XXXX XXXX XXXX XXXX assisted me in placing our application in the bank computer system. XXXX XXXX told me it would normally take XXXX payment cycle to go through. I would have to pay my XX/XX/XXXX Mortgage and Home Equity payments. As it turns out in XXXX, when I went to pay my loans the teller informed me that the loans have already been paid. 'When I left for vacation in XXXX, I had no reason to think that anything was wrong. I was not informed in anyway by the branch or by any TD BANK department of this matter. The branch manager ( XXXX XXXX XXXX ) admitted in XXXX that she caused the error in the set up of my application for direct payment for my Home Equity loan. The department rejected the application twice and twice she resubmitted the form. I did not know any of this until she told me in XXXX. XXXX XXXX explained the situation many times to the loan department. 
TD Bank always sends us promotional emails. Never once did they email us that the bank did not receive payment for our loan. Were ever informed us that our application did not go though because bank error. The loan department keeps saying that the fault for the late payments is totally our responsibility. They will not accept any responsibility for this entire matter. If at anytime ( the bank, who rejected the application or XXXX XXXX XXXX the branch manager who filled out the form incorrectly and received the rejection form ) would have contacted us, by email or phone, we could have easily resolved the situation. 
I applied for direct payment to avoid a repeat of what happen XXXX. All my other direct payments inform me that my payments are due and they confirmed my payments via email. If you look at all of our records except for last XXXX, we were always prompt with our payments. We have been a customer of TD bank since you took over for XXXX Bank and I was also a customer of XXXX Bank since they took over XXXX XXXX Bank since XXXX. 
The way TD Bank policy is enforced, by the time I would have received the notice by mail indicating that I was late on my payment it would have been over thirty days whereas my credit would have still been compromised. The bank has created a no win situation and they refuse to take any responsibility for creating this situation. 
On XX/XX/XXXX, I went to the XXXX branch of TD bank, to find out why I received a late payment letter. The head teller XXXX XXXX XXXX XXXX XXXX made it clear it was the bank 's error with the installing of the auto payment set-up. XXXX XXXX spoke to someone on the phone from the loan department at its headquarters in XXXX, New Jersey. The person told her " the bank will correct the error and correct my line credit by removing the mark. '' The only issue was that it would take two months before it would be removed. 
At least five representatives at my branch ( listed below ) aided me to resolve the problem with the loan department. We lost count how many times each of the representatives told the loan department personnel that the error was the branch 's mistake. I went to the bank at least three times a week from XXXX

Company response to consumer: Closed with non-monetary relief