Consumer complaint received 2025-11-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: TD BANK US HOLDING COMPANY
State: NC

Complaint narrative:
Since XX/XX/XXXX, I have been persistently attempting to apply for a hardship forbearance or modification on my mortgage with TD Bank for my primary residence at XXXX XXXX XXXX XXXX XXXX, NC XXXX. I am facing financial hardship due to a relocation and the startup costs of a new business. My goal has been to work proactively with the bank to avoid default, but I have been systematically obstructed by contradictory instructions and an erroneous property classification in TD Bank 's system. 

Below is a chronological summary of my attempts to resolve this : * XX/XX/XXXX : I made my first call to request hardship assistance. I was informed that TD Bank 's system listed my home as a second home ( as it was when I purchased in XX/XX/XXXX ). In XX/XX/XXXX I permanently made this address my primary residence. The representative stated they would correct this and told me to call back in 3-7 days after the system updated. 

* Late XX/XX/XXXX : I called back as instructed. A new representative gave me contradictory information, stating I could not qualify for any assistance program unless I was already behind on my payments. This directly contradicted my goal of preventing default and damage to my credit. 

* XX/XX/XXXX : I called again to have them cancel the autopayment and also to again inquire about forbearance. I was once again told I did not qualify because the property was listed as a second home and I am current on my payment obligation. The representative claimed to have corrected the classification and, reiterating the previous instruction, disabled my auto-pay on TD Bank 's end so that I would become " late '' and potentially qualify for XXXX. 

* XX/XX/XXXX : Despite the representative 's actions in XXXX, my automatic payment went through again in early XXXX. I cancelled future payments on the account it was pulling the payment from. I called back around XX/XX/XXXX and was told the property was still incorrectly classified as a second home, guaranteeing a denial. I was told they would " fix it '' and to call back again. 

* XX/XX/XXXX : The payment did not automatically come out, so I called around the XXXX and was instructed its not late till after the XXXX or so. 

* Mid XX/XX/XXXX : I called after payment was considered " late '' to inquire about forbearance and make a payment. I was told my payment must be current for the forbearance if not it will be reported to the creditors. Then I was forced to complete a " not an application '' as TD bank says theres no application to apply for forbearance ... which I was promptly denied due to factors they can't see on their end. 
When I asked how to appeal, I was told I would receive a letter in the mail with instructions. 

* XX/XX/XXXX : I called to inquire about the missing appeal letter. This rep told me that I was denied due to this being my " second home ''. At this point I offered to provide proof of primary residence immediately ( driver 's license, utility bills ), but the representative refused to accept it, stating I had to wait for the letter. To date, I have never received this letter. The representative stated they had gathered the information and submitted it to a " back office '' for review of the decision. 

* XX/XX/XXXX : I called again, seeking a supervisor or executive contact to escalate this issue. I was informed the case is still with the " back office '' with no timeline for a decision. I was told the only course of action is to call twice per week to check for updatesan unreasonable and obstructive requirement. 


Summary of the Problem : 1. Erroneous Classification : For over four months, TD Bank has persistently and incorrectly classified my primary residence as a second home, which is the stated reason for all denials. 
XXXX. Contradictory Instructions : I have been given directly conflicting information on whether I need to be current or late on payments to qualify for help. 
XXXX. Failure to Provide Requested Documents : The bank has failed to send the promised appeal letter, effectively blocking my only stated path to contest their decision. 
XXXX. Obstructive Process : I am now stuck in an endless " back office '' review with no timeline and no way to escalate, while I face imminent default. 

Due to TD Bank 's errors and obstructive behavior, I am now at immediate risk of missing my mortgage payment and damaging my credit. I have acted in good faith for months to prevent this exact situation. TD Bank 's actions have made a resolution impossible.

Company response to consumer: Closed with explanation