Consumer complaint received 2021-01-11
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TD BANK US HOLDING COMPANY (NJ)

Out mortgage company is TD Bank since we bought our house in XXXX. My husband and decided to refinance and chose to do so with XXXX XXXX. We closed with XXXX XXXX on XX/XX/XXXX. After the closing, I called XXXX XXXX  and obtained the Federal Reserve Confirmation Number received by XXXX XXXX after they paid the payoff amount owed to TD Bank. This payoff amount was given by TD Bank to XXXX XXXX. On XX/XX/XXXX, the mortgage balance was still showing on my online banking at TD Bank with a due date of XX/XX/XXXX and no later date than XX/XX/XXXX. Therefore, I called TD to question what was going on. After speaking with several representatives, I was told first that they never received the payoff from XXXX XXXX. However, the customer service representative was later able to find that the payment was received on XX/XX/XXXX using the confirmation number I obtained from XXXX XXXX. Although, she stated that the payment was not credited to the account yet. She also stated that the payoff amount given by TD to XXXX XXXX was incorrect amount ; it was short more than {$9000.00}. I was not very happy to hear that of course, however, my main concern was that I wanted TD Bank to work on fixing the error they made by contacting XXXX XXXX and that my husband and I should not be penalized by any service fees. In addition, no late payments should be reported on that {$9000.00} to the credit bureaus after the XX/XX/XXXX until XXXX XXXX  takes care of the difference. Because the representative I was speaking could not give me a defiant response, I asked to speak to her supervisor who still could not take assure me that there will be no late fees or penalty charged on my existing mortgage with TD Bank. I then spoke with another supervisor stated that the TD bank employee made a mistake by entering incorrect payoff date XX/XX/XXXX instead of XXXX which resulted in deducting one year of interest from the payoff amount given to XXXX XXXX. However, she still could not grantee that no charges will be reported to the credit bureau of the payment was not made by XX/XX/XXXX even though she confirmed their employee 's error. All what she cared about was making sure that it was clear to me that I am responsible to pay them the difference! I gave the TD bank supervisor the phone number of the loan office who was helping us in the refinance process at XXXX XXXX. After being on the phone with TD for over 2 hours, I called XXXX XXXX asking for help on fixing the error made by TD bank, and she stated that they were willing to work with TD bank. Few minutes later, the TD bank supervisor called me and claimed that she can not get in touch with the loan office at XXXX XXXX because the phone number I gave her was incorrect. I asked her to repeat the number I gave her and confronted her that I spoke with XXXX XXXX Loan Office on that number few minutes ago. Later in the day, TD Bank supervisor called me and claimed that she will work with XXXX XXXX  and they stopped the clock on my loan, however, the full mortgage amount still shows on my online banking with a due date of XX/XX/XXXX.