Consumer complaint received 2018-11-15
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — 
Company: TD BANK US HOLDING COMPANY (CT)

XX/XX/XXXX - I walked into the XXXX, Connecticut TD Bank and applied for a home equity loan. I then uploaded requested documents. I was told that it typically takes 30-45 days but no more than 60 days, or XX/XX/XXXX, to receive funds. 
XX/XX/XXXX - I received communication from XXXX XXXX informing me that I was credit approved. 
XX/XX/XXXX - There was a minor issue and I needed to resend my paystubs and XXXX. XXXX sent an e-mail on this date saying " I have received the paystubs and XXXX. '' XX/XX/XXXX - I uploaded the escrow analysis for XXXX XXXX XXXX. 
XX/XX/XXXX - After making several phone calls and sending numerous e-mails that were not acknowledged or responded to, I finally received an e-mail from XXXX saying, " The underwriter has advised that we need the following : last two pay stubs, XXXX and XXXX XXXX ( Please see note on XX/XX/XXXX saying these were already received ), signed XXXX and XXXX Federal tax Returns ( I can understand needing this but wonder why it took so long to ask ), XXXX XXXX-provide current tax bill showing church has ownership in property ( being a non-profit, religious organization the church does not pay taxes ). Within 2 hours I resent the first three items and asked for advice on the XXXX XXXX property. 
XX/XX/XXXX - Being concerned that I was being asked for information I already uploaded and not hearing back from XXXX, I emailed her manager XXXX XXXX. I communicated my concerns and lack of response, and asked him to advise me regarding the XXXX XXXX property and provide me with a timeline regarding when I could expect an acceptance or denial letter, letter of commitment, and have the funds released. XXXX has yet to respond. 
XX/XX/XXXX - I talked on the phone with my local TD Bank office. They apologized and informed me they would get me an answer within 24 hours. 
XX/XX/XXXX - I visited my local TD Bank and talked with the branch manager, XXXX XXXX. She informed me that my case was assigned to a new case officer. Unfortunately, the new case officer was on vacation and would not be returning until the next day. 
XX/XX/XXXX - As I had not heard anything by XXXX in the afternoon, I visited XXXX XXXX office again. She made several phone calls and assured me I would hear from someone before the end of the day. at XXXX I received an e-mail from XXXX XXXX informing me that my information had still not been sent the underwriter and asking me for the escrow analysis for XXXX XXXX XXXX ( see note on XX/XX/XXXX which when I had already sent that information ), a signed copy of my XXXX and XXXX Federal Tax Return ( see note on XXXX XXXX which is when I sent that information ), and the tax bill or mortgage statement for XXXX XXXX ( The church wholly owns XXXX XXXX so there is no mortgage information. Please also refer to my note of XX/XX/XXXX and XX/XX/XXXX where I ask for advice ). XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX were all CC 'd on this and subsequent e-mails. I responded within 30 minutes sending attachments of the documents requested and again asking for advice regarding XXXX XXXX XXXX offering to have the officers of the church sign a document saying they own it and I do not. I also repeated my request for a timeline on when I could expect an Approval or denial letter, letter of commitment, and funds released. 
XX/XX/XXXX - I visited XXXX XXXX office. While there XXXX called at XXXX. I put her on speaker phone so XXXX could also hear and witness the conversation. XXXX said she had still not been able to look through the file or send it to the underwriter. She further informed us that it could take an additional 30-40 days if everything seemed clear. Later that evening she called to say she did review the file and would send it to the underwriter.