Consumer complaint received 2022-04-26
Company: TD BANK US HOLDING COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
1.0 SUMMARY TD Bank Mortage is blocking me from taking in my monthly payment. 

I recently closed on a new mortgage loan with TD Bank. Last XXXX weeks, I have been trying to set up monthly recurring/automated payment withdrawal from my checking account at XXXX XXXX. The payment is due on the XXXX of every month. The first payment on this new loan is due XX/XX/XXXX, which is coming up. For last several weeks, TD Bank 's online site services and its mortage support staff are blocking me from taking in the payment. TD Bank 's system is failing to locate my account, their payment gateway is down and their personnel on phone are not resolving the matter. More is below and screen shots are attached. 

2. 0 DETAILS & STEPS I HAVE ATTEMPTED WITH COMPNAY TD Bank Mortgage pointed me to their online mortgage payment service. Below is the chronology, with actions, and names of people I have spoken to : 2.1 CHRONOLOGY ( all current year 2022 ) : XXXX XXXX : Several self-service attempts made individually by me to make payment via TD Bank sites and features. I have all my correct credentialing and loan identification information XXXX XXXX : Called TD Bank Loan Services department - Spoke to XXXX. He provided his title as XXXX XXXX. Refused to give last name or rep id. 
- Was asked by TD Bank on phone to and succcessfully created a login account on TD Bank online. 
- XXXX emailed me a form to fill, sign and fax back to set up withdrawal ( see Form 1 attached ). 
- The form asks me to basically sign like a blank check authorization. Does not specific dollar amount authrorized to withdraw. Does not specific what date to withdraw. Etc. 
- Support was unproductive and did not resolve the matter. 

XXXX  XXXX : Asked to escalate and spoke : - Heard back from XXXX XXXX, XXXX XXXX. Refused to provide email address. 
- XXXX sent me yet another form to fill and sign ( see attachment Form 2 ) - Stepped me through their web site, asked me enter loan, ssn, etc. We verified all the information correctness over phone. Site gave error that it could not find loan and payment gateway was broken ( see attachment ). 
- There are thee account holders on the mortgage : me, my wife who is primary, and our son. 
- XXXX asked me try using primary for my wife : that gave same error on TD Bank site. 
XXXX XXXX - XXXX to XXXX XXXX XXXX XXXX 's manager called XXXX XXXX late Fri afternoon without notice and left a voice message for me. 
- XXXX 's message of XXXX Fri basically informed me that I have XXXX hours runway to call him back, expect to find him late on Fri, and that he was headed to vacation all of subsequent week, week of XXXX XXXX. He left me no alternative contact during his absence. 
- Knowing he's out, I called on XXXX XXXX and ended up phone taggine. I left messaging asking him today asking to make an appointment before calling me so we don't phone tag unproductively- which is after 3 weeks of harassment. I have not heard back from him at all, of his own initative, or to message I left his direct phone XXXX. He has not provided emil alternative ( Internet or secure TD login email ). 

See attachments. 

Thank you.

Company response to consumer: Closed with explanation