Consumer complaint received 2020-08-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TD BANK US HOLDING COMPANY
State: IN

Complaint narrative:
In XXXX i started a vehicle loan agreement with T.D. Auto finance. I set up auto pay for my bill that was due on XX/XX/2020. On XX/XX/2020 the payment never came out of my checking account so I called td to let them know and they told me that the payment will come out of my account by the end of the day and not to worry about it. The following day the XXXX of XXXX the money had still not came out of my account so i called td back again and they said they can see the payment incoming from my bank and that it would come out of my account on XXXX  XX/XX/XXXX. On XXXX  XX/XX/XXXX the money still had not came out of my account. I again for now the third time and was again told by td that they could see the payment coming from my bank and it would be pulled from account by the end of the day. On XXXX  XX/XX/XXXX the money still had not come from my account so i contacted my bank and my bank let me know that no money had ever been sent to td auto at all because there was an error with the autopay. I called td auto again for the XXXX time to let them know. After waiting on hold for over a half hour The guy who answered immediately fell asleep on the phone. I was worried because he was slurring his words and not talking clearly. After several minutes of me yelling into the phone he finally stopped snoring and acted like he had computer issues. I then told him he was lying because i heard him snoring the whole time and was the one who woke him up. He then said " i have XXXX XXXX '' I asked to talk to his manager and he hung up on me. So i then called TD back for a 5th time to let them know what had happened and to speak to a manager. The rep was extremely rude she looked over my account and had me make a new payment online since the first one never went through. She let me know that the payment was going to principle and she was going to create a " workbasket '' which tells billing to apply the payment from principle and switch it to my current payment due so i would have no late payment since at this point ive already tried to pay my bill 5 separate occasions and td keeps telling me my account is payed. She also said she was waiving the XXXX $ payment cancellation fee for the inconvenience. She also said she was writing in my notes i want a manager to call me and that id get a call within 48 hours from a manager. Which i still have not received. 
The next day i started receiving calls from collections asking me when i was going to pay my bill. I had to spend 15 minutes on the phone for now the 6th time explaining the situation. I asked to be transferred to a manager immediately and the rep obliged and transferred me to her manager. Upon talking to the manager i explained everything previous that i have explained here in this complaint and she apologized and said the rep i had dealt with last time never made a workbasket, nor had she applied my payment correctly nor had she asked a manager to contact me. The " manager '' then told me that she was personally taking care of this for me and that she isnt like the other workers she is a manager and she will be taking care of this 100 %. I said ok i hope that this fixed my issues. 
I have received a call from collections every day since. I have received a call from collections every day while im at work and i have to explain to the rep every day what has happened. It has been almost a full month of my getting harassed daily because they still have not corrected my account. I am now looking to file a grievance with any entity that will listen to me.

Company response to consumer: Closed with explanation