Consumer complaint received 2025-07-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: TD BANK US HOLDING COMPANY
State: SC

Complaint narrative:
At the end of XX/XX/XXXX, I experienced a financial hardship related to my mother passing away suddenly and unexpected expenses directly related to XXXX XXXX. I immediately contacted TD Helps to explain the situation and was offered a XXXX disaster related forbearance ( XXXX XXXX XXXX  ), and subsequently an additional XXXX forbearance ( XXXX XXXX XXXX ). During the time I was on the forbearance I would occasionally receive collection calls from TD ; I would answer them and explain I was on a forbearance. They confirmed I was and kindly apologized each time. 

Sometime in XX/XX/XXXX ( I do not recall the exact date ) I spoke with TD Helps and advised I was unable to bring my account current after exiting the forbearance and requested loss mitigation assistance. I received a Uniform Borrower Assistance Form and on XX/XX/XXXX, returned the form, along with all requested documentation. Still, I continued to receive collection calls and would explain the situation and ask for an update on request for assistance. Each time the representative advised it was being reviewed. 

I received a deferral agreement dated XX/XX/XXXX, which I accepted and promptly retuned. The terms of the deferral stated upon acceptance of the offer my loan would be due for XX/XX/XXXX, and laid out the new terms and conditions of the loan. On XX/XX/XXXX, I made what I thought would be the XX/XX/XXXX payment. However, since this time my account has not been updated correctly. As of XX/XX/XXXX, XXXX  show the account XXXX  days past due. My XX/XX/XXXX mortgage statement showed I was due for XX/XX/XXXX and 198 days past due. And when I went to check my account online it shows me due for XX/XX/XXXX, when I am current and only owe this month 's payment. 

I still receive collection calls advising the loan is past due. I ask for questions such as why the loan still shows past due, when will the loan reflect current, and when my credit reporting will be corrected as it has had a detrimental impact on my FICO score. And get nothing but the run around that the Bank is working on correcting my account. On XX/XX/XXXX, I received another collection call from TD Helps and advised the representative this had been going on long enough and I wanted to escalate and file a complaint. I was told a manger would call me back, and that has not yet happened. Today ( XX/XX/XXXX ) I contacted TD Helps to escalate the matter, but again to no resolution. Between speaking with a representative in TD Helps and another representative in loan servicing, neither could answer my questions. The TD Helps representative said on his end the account showed XXXX  days past due and due for XX/XX/XXXX, while the loan servicing representative advised the account showed current and due for XXXX XXXX. They could not explain why XXXX area shows the account past due and the other shows current. I asked how TD was reporting the account to the credit bureaus and was advised he was unsure of how it's being reported. I asked when my credit reporting would be corrected with the reporting bureaus, and he advised most like within XXXX  days of the Bank correcting the account. Finally, when I asked how I go about filing a formal complaint, he simply said to go to the TD Bank website. 

All of this is simply unacceptable. There is no excuse as to why more than XXXX  days after I returned the deferral agreement my account is not corrected in the system and not being reported to the bureaus correctly. This has caused irreversible damage to my credit. To the tone of I have had creditor decrease my revolving credit limits, and even completely shut down several of my credit lines.

Company response to consumer: Closed with non-monetary relief