Consumer complaint received 2024-02-25
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: TD BANK US HOLDING COMPANY (GA)

On XX/XX/XXXX, my vehicle that was financed with TD Auto Finance was severely damaged in a hail storm. My insurance company immediately sent partial payment of {$7200.00} ( Copy attached ), made payable to TD Auto Finance and myself. Repairs in XX/XX/XXXX- XX/XX/XXXX were performed to perfection. 

On XX/XX/XXXX, I called the XXXX, FL location and asked the procedure for having the check endorsed as soon as the body shop finished the repairs. I was told to send the insurance check, the adjuster estimate, and the final invoice. On XX/XX/XXXX, I mailed all requested documents priority mail with tracking number to the XXXX location Check Endorsements Department. 

According to the US Postal Service, this package was delivered on XX/XX/XXXX ( copy attached ). 

On XX/XX/XXXX, I called the customer service department ( XXXX ) and enquired the status of the check. The representative told me they had not received any information from me. I informed her that she had indeed received the documents on XX/XX/XXXX. She then transferred me to another representative, I gave all information again, she informed me she was in the Collections Department and transferred me again. This time, after explaining again, the third representative informed me she was in the XXXX XXXX XXXX Department, and transferred me again. No one answered. I then called again. This time, the call was dropped. I called again, went through the entire story again and was transferred to a supervisor, who also said they had not received anything from me. I informed her that she had and provided my tracking number. She seemed helpful, said she would " check into it and put all necessary information in the computer so that everyone would know it has been received '', and said it would be 14 business days until I receive the insurance check back. 

On XX/XX/XXXX, I received a letter from the XXXX location ( copy attached ), which said they did receive the documents, asked for a " paid receipt '' and asked why the invoice for the repairs was {$10000.00} and the check was {$7200.00}. I called again and was again told they had not received any documents from me. My argument was the fact that they knew the amount of the check, which proved they did indeed receive it. 

During this time, the independent body shop that performed the repairs, was tired of waiting and needed his money, so I paid him the entire {$10000.00} from my own pocket. 

On XX/XX/XXXX, I received another letter from TD Auto Finance, showing that someone in XXXX handwrote " we are confused '' in the margin of the letter. I again called them and they said they needed a paid receipt showing that I paid the body shop and " it will speed things up '' if I faxed all information, including the receipt, a copy of the insurance check ( again ), a copy of the insurance estimate ( again ), and a copy of the final invoice ( again ), which I did on XX/XX/XXXX ( fax receipt attached ). 

They are now telling me it will be ANOTHER 14 business days until I receive the endorsed check back from them. Meanwhile, I am OUT {$10000.00}. 

My questions are : HOW IS IT BENEFITTING TD AUTO FINANCE TO DRAG THIS OUT FOR A MONTH? They assure me they still have the original check, so that isn't a benefit. 

WHY IS IT TAKING A MONTH FOR THEIR " CHECK ENDORSEMENTS DEPARTMENT '' TO ENDORSE A CHECK AND MAIL IT BACK TO ME? 

WHY DID THEY REQUIRE A " PAID RECEIPT ''? This insurance check was intended to pay the body shop. I will guess most consumers DO NOT pay body shops out of their own pocket. 

WHAT DIFFERENCE DOES IT MAKE TO THEM AND WHY WAS IT NECESSARY TO PROVIDE INSURANCE DOCUMENTS AND BODY SHOP DOCUMENTS AND PAID RECEIPTS FROM THE BODY SHOP? The check is in the amount of {$7200.00}. Nothing TD Auto Finance can/will do would change the amount of the check. 

Yesterday, I mailed ( priority mail ) a check in the amount of {$5900.00} to their XXXX, XXXX, Payoff Department. I shudder to think if I have another insurance claim that I would have to go through this XXXX again. 

I NEED MY {$7200.00}. IT DOES NOT AND NEVER HAS BELONGED TO TD AUTO FINANCE! IT IS NOT BENEFITTING TD AUTO FINANCE! AND i AM TIRED OF WAITING AND BEING PUT OFF! 

I can and will be happy to provide further documents that back up my allegations in this letter.