Consumer complaint received 2025-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: TD BANK US HOLDING COMPANY
State: CT

Complaint narrative:
This letter is in hopes of reclaiming a {$10000.00} deposit I lost due to my working with TD Bank for a conventional mortgage I applied for. I received the Qualification Letter on XX/XX/XXXX. On XX/XX/XXXX, I received the commitment letter. The process started late, and my Loan officer, XXXX XXXX, kept telling me that TD Bank was understaffed due to vacations. Early on, I asked if I should consider another lender because I did not want to go over my commitment date, so I would not lose my deposit. She assured me we would close on time. She changed the closing dates several times, and my realtor, XXXX XXXX, expressed concerns about my deposit and said he had never had so many issues working with a lender before. This would have been my XXXX home I have purchased, and I have never experienced so much confusion. As an example of the chaotic process, I attached a letter from other TD Clients with their financial information that was inadvertently sent to me, violating their privacy, due to a serious file mix-up mistake. 

We finally had a closing date of Tuesday, XX/XX/XXXX. On Friday, XX/XX/XXXX, my lender called me to tell me I had been declined for the loan. It was at the end of the day, and the underwriter sent the message to my loan officer and left for the weekend, leaving me with only one full business day before our closing date. She told me to extend the closing date until XX/XX/XXXX to see if we could do something about this. My realtor extended the date, and on Monday, XX/XX/XXXX, she texted me asking if I had more money in the bank. I told her I had, and they were aware of it ( attached ), giving me a false hope that they might be able to correct this. Shortly after she told me that, because I had a home in Florida with my daughter, but my daughter 's name was not on the loan, they denied me funding. ( attached ). 

This was not on the original contingency letter and, therefore, should not have been pulled up 1 day before my closing date. I was not even issued a denial letter until I had to request it twice, mentioning that it should have been issued to me within 24 hours of the denial call I had received. The letter was benign and listed reasons for the denial, but never listed the Florida residence ; however, my text message exchanges clearly indicate otherwise. 

My lawyer reached out requesting that TD Bank issue me a check for {$10000.00}, but the loan officer did not reply. I reached out to 3 other mortgage lenders at the seller 's realtor 's request to see if I could get the funding. In two days, all three got back to me to say I could not be approved due to the home in Florida, and they all said this should have been caught right in the beginning. It never should have gone over 45 days. TD Bank failed me on many levels, resulting in my losing my deposit, something a bank should never allow to happen. Not to mention it cost me {$2500.00} in assessment/inspection fees. Leaving me realistically at a loss of {$12000.00}. Until now and again, this was my XXXX house application, and I never knew this could really happen. I have never had a bank fail me in the past.

Company response to consumer: Closed with explanation