Consumer complaint received 2016-08-16
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: TD BANK US HOLDING COMPANY (IL)

Over the course of the past 2 months, I have unable to secure the refund of approximately {$640.00} in overpayment on a vehicle loan I 've had with TD Auto Finance. TD Auto Finance has not disputed the owed amount but has used numerous tactics to keep delaying the refund. 
1 ) My vehicle ( XXXX GMC Sierra ) was traded in 3 months ago ( XX/XX/XXXX ) 2 ) At that XXXX TD Auto Finance was contacted about the loan payoff due to a trade-in for a XXXX Subaru at XXXX XXXX in XXXX XXXX IL. TD Auto Finance was presented with my home address, which was different from the temporary address I had at the time of purchase of the XXXX Sierra in XXXX XXXX. 
3 ) One month later ( XX/XX/XXXX ) TD Auto Finance automatically deducted another monthly auto payment of approximately {$640.00} because they claimed my loan payoff had still not been processed ( Even though my trade-in had occurred a month later ). I was told that as soon as they processed my payoff, I would be sent any amount of overpayment due me. 
4 ) By XX/XX/XXXX I still had not received my refund and upon calling was told that it takes a few weeks to process the check but that it was about to be sent out.. 
5 ) On XXXX XXXX I called TD Auto Finance again to say that I had n't received my check and when I asked where they had sent it to, was told that they sent it to my previous address ( they had not bothered to update my account information when informed in XXXX XXXX ). They said they would correct it immediately and send a check out to my correct address. 
6 ) On XXXX XXXX, XXXX I called TD Auto Finance again and learned that NOTHING had been done since the XXXX XXXX call - none of the actions TD Auto Finance said they would do had been acted on. They said that their notes aid that this was forwarded to upper management for expediting but it appears no action was taken.I told them that this is unacceptable and the agent ( XXXX ) stated that she would have the check that was sent out to the wrong address cancelled and that a new check will be sent to my correct address. She also stated that this would take 15 days. I complained that this time frame ( given the previous circumstances ) was unacceptable but she said that there was noithing she had the power to do. She also said that they can only send the check by regular USP mail and that no electronic ACH or courier service was available. I told that I made all my payments on time via ACH debit and that they should be able to reimburse via the same method. She stated that they ca n't. She also told me that they have no ability to notify me when the check will be sent or to provide me any notice along the process. 

I find this business policy TOTALLY UNACCEPTABLE and it flies in the face of any spirit of equity in the consumer finance sphere. 

At best, I hope that the CFPB can something to move this process along ( this company obviously makes it a policy to take advantage of the consumer and public at large ). I also hope this serves as notice that TD Auto Finance, while it may or may not be conducting itself legally, it certainly is unethical in the way it deals with it 's customers. 

XXXX XXXX.