Consumer complaint received 2021-09-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: TD BANK US HOLDING COMPANY
State: MA

Complaint narrative:
XX/XX/XXXX To whom it may concern, I am writing you today as I am asking for help with an ongoing issue regarding my previous mortgage with TD Bank. This mortgage was paid off on XX/XX/XXXX by my new lender, but due to an incorrect payoff amount the problem for me began. See below for timeline : XX/XX/XXXX - Bought home on XXXX XXXX XXXX - Bank TD Bank XXXX XXXX refinanced with XXXX XXXX XX/XX/XXXX the payoff amount of {$510000.00} was issued and overnighted to TD Bank XXXX on XX/XX/XXXX they cashed the check. 
XX/XX/XXXX - I started paying my new lender XXXX XXXX XX/XX/XXXX - I learned that my XXXX cards were shut off, when I called they explained to me that my credit score dropped XXXX points and my report showed late mortgage with TD Bank. 
XX/XX/XXXX - I received a demand letter from TD dated XX/XX/XXXX stating that my house was at risk of foreclosure, and I owed them {$15000.00} I immediately called TD Bank, after 4 hours and 4 different departments, I learned that my mortgage was never closed, and the funds ( {$510000.00} ) although cashed were never applied to my mortgage loan due to a short pay. Due to this error, my loan was never closed, and I was told that I was 5 months behind on my mortgage owing them {$15000.00}. 
XX/XX/XXXX - I called my closing attorneys office to help me with this issue. XXXX was assigned to my case, and it took her 2 months to get someone on the phone. 
XX/XX/XXXX she spoke with a gentleman named XXXX ( manager of customer service ) and he confirmed that my funds were never applied to my account, because of this my account showed that I was 7 months late and I now owed XXXX XXXX XXXX of dollars. He also could not explain as to why the funds were cashed when the payment was short. TD bank was in fact required to send back to check and notify the short pay immediately to my new lender or closing attorney. He told XXXX that he would fix my credit and once complete I would owe roughly {$4000.00} for the short pay that was missing. 
XX/XX/XXXX - my credit was fixed but I then started getting debt collection calls saying I owed {$33000.00}. I explained to the debt collector that I owed {$4000.00} due to what XXXX had said and they stated that they had no record of the adjusted amount due. 
I then decided to report TD bank to the XXXX as I needed help. We went back and forth for months. The amount for {$4000.00} quickly changed to {$7000.00} due to TD paying my XX/XX/XXXX taxes. TD bank was never required to pay my XX/XX/XXXX property taxes as my new lender was responsible and paid my XX/XX/XXXX taxes. The town office confirmed that my taxes were paid twice. With no outcome through the XXXX, I started saving money to pay the {$7000.00}. 
On XX/XX/XXXX I called XXXX XXXX AVP to let him know that I had {$4000.00} to pay towards my {$7000.00}. He was not willing to take the money and said that I had to pay in full immediately. I explained that if I had it, I would pay it all but at this time I do not. I could pay him {$4000.00} and will make payments to complete the amount due. I begged for some solution and help with this, but he would not consider anything to help an existing customer. On top of this amount owed I started receiving monthly bills for a {$510000.00} mortgage that TD bank claims I have with them. I am at a complete loss on this and need help. 

PLEASE PLEASE HELP XXXX XXXX

Company response to consumer: Closed with non-monetary relief