Consumer complaint received 2018-02-10
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TD BANK US HOLDING COMPANY (NJ)

I prepaid XX/XX/XXXXproperty tax on XX/XX/XXXX. The property tax is escrowed with TD Bank, I called TD to request a rate analysis and not to pay my XX/XX/XXXXproperty tax as it was already paid. TD bank at XXXX XXXX NJ branch and their online banking provided the procedures to apply for rate analysis and stop paying XX/XX/XXXXproperty tax. I submitted my request to TD Bank through 3 channels : 1. I messaged TD on XX/XX/XXXXvia their online banking ( with records ) ; 2. called their mortgage dept ( XXXX ) on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; 3. faxed their mortgage dept on XX/XX/XXXX through their XXXX XXXX ( with records ) for the request as I do not have a fax machine. In the fax, i provided the receipt of the property tax as proof of payment as part of their procedure. I also called and followed up with TD bank on XX/XX/XXXX and confirmed they received the request, the agent stated it would take a few days to process but confirmed he has put in the request in system to stop paying property tax and rate analysis while he was trying to sell me their credit card. He said I should receive the notice for the rate analysis in 2 to 3 weeks. I called again when i didn't receive the notice, the agent this time then said they do not send notice but confirmed they received the rate analysis request and was being taken care of. However in XX/XX/XXXX, i noticed TD bank continue to pay the first quarter property tax to the township and on XX/XX/XXXX and XX/XX/XXXX they also charged me monthly loan + interest+ property tax. When i asked them about the rate analysis request and why they continued to pay the property tax, the agent was rude and said they were too busy and the whole XXXX prepaid tax and they had no time to take care of these requests. She also said they only received my rate analysis and stop tax request on XX/XX/XXXX while the property tax was distributed on XX/XX/XXXX. Because she was so rude, so I requested to speak to a manager ( XXXX XXXX ), he seemed nice and said he wasn't sure what went wrong, and he couldn't find records of rate analysis or stop tax request. So I told him i had the fax and online messages record, he asked me to email him the fax record and if I did have proof to show i had such a request, they would need to refund me the property tax / extra mortgage they charged. 3 days later, I didn't hear back from the manager after emailed ( with records ) him the fax proof, so I called again and left a few messages and asked him to return my calls and he never did. When i called again, the agent said XXXX claimed he called me but no answer on my phone, i checked my phone records but I never got a call from him so I requested him to call me and left another 2 messages but still never got his return call. Then I asked to speak to another manager named XXXX, he now said he never received the rate analysis and they would continue to charge the loan plus property tax and continue to distribute the property tax until they would do the rate analysis which could be in XX/XX/XXXX. I told them they are overcharging my account as property has been fully paid and I had records to prove that I submitted my requests. I also told him that 3 agents have confirmed they received the stop tax payment and rate analysis requests. Then his story changed to " we did receive your request but we rejected it twice '', so I asked why no one informed me that they rejected and on what basis TD is allowed to reject? and the fact I already paid the full property tax in XX/XX/XXXXwhile they charged my account for property tax, I asked where did the money go, at this point, he kept saying he has no answer for me and he doesn't know what to say to me. I asked for his full name or employee ID, he refused as he said its confidential, FYI, I talked to this person XXXX at mortgage ( tel XXXX XXXX XXXX ) on XX/XX/XXXX at XXXX. As of now, no one called me back and followed up at TD bank, when I then messaged on line banking, they just asked me to go back to the same department with no follow up either. since i already paid my XXXX property tax, i dont have a personal budget for it anymore while TD continue to charge me, essentially doubling my expenses, and they should refund me the overcharged amount.