Consumer complaint received 2025-09-05 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
This was sent to XXXX on XX/XX/XXXXXXXX XXXX XXXX loan XXXX and XXXX Attn : XXXX She offered to help me and seemed to know what she was doing but disappeared XXXX, A little bit of history on this mess. These are copies the 2 approvals of the modified loans XXXX and XXXX. They were sign and faxed by your branch in XXXX XXXX, NJ back in XX/XX/XXXX. The branch told me they would put originals in inter-company mail. You can also see here a copy of the last payment to each loan was XX/XX/XXXX till I received notice of intent to foreclose due to lack of payment. I dont understand. Since then Ive re-applied only to be turned down on loan XXXX due to lack of income. Back then It was unclear the exact month I would receive Social Security due to my income level for that year so it was not initially included. I immediately sent in a copy of the SS letter and receipt of payment into my bank account and never heard back. I also never heard back on the second loan whatsoever other than the typical its under review. Why? 

After many phone calls I was told to re-apply. I believe it was XX/XX/XXXX I did get approved on loan XXXX. Being you all gave me a hard time over everything I made a weeks worth of calls asking if I needed page one of the contract to be sent on this loan. Somehow I misplaced it. Never received an answer. I was told you were sending me out new docs. It turns out all sent me was that last page to be signed and send back. If I was told that on my 1st phone call, I could have done that from day one. Now, when was it returned to you claimed it was received late? I knew it was coming so watched every day. It arrived on Friday XX/XX/XXXX on my porch. I sign it and brought it right down to a UPS store to mail immediately that evening. I believe it was second day mail going back. According to the UPS tracking number it was received on XX/XX/XXXX yet the representative I spoke to claimed it was received a day later in the afternoon? Not sure when the 10 days started but typically its business days no? During this process while in transit I wanted to show my intent and Im really sure I went to make a payment online. I recall doing it when I looked a few days later there was no record what so ever.

After may conversations I was told to re-apply again. You can look back on records and listen to recorded conversations not only was I frustrated. I believe most of the calls were nothing more then people typing whatever they felt like. Like robots relaying whatever, unable to answer a question and basically nothing more than message takers. I was also hung up on or disconnected several times just as the conversation started I can only be construed as intentional. No one reached back out and had to start all over. I believe in one of my later conversations I called you all incompetent. This process you put people through is horrible. Also, along the way I did speak to some very nice people and some who were not qualified to even be there in my opinion. Those who I believed would move this forward turns out only a dream as the next person couldnt care less about my plight. I had asked to speak to a supervisor at least XXXX times as a result. 

When I applied the XXXX time I was told you needed some additional information taxes and homeowners insurance. I sent them in, I received a letter stating something to the effect the information was received. Shortly there after received XXXX approval and the other still under review. Then in then in the next conversation a day or XXXX later it was not approved due to missing information. Here we go again. Your process of speaking to people who know only whats in front of them is horrible. I can never recommend TD bank to anyone. This process has been grueling to say the least. Delay after delay to no fault of my own that Im aware of.

A Supervisor did call me when I was at work I told her I could not speak and please call me back a XXXX pm. She said she would try. Well I never heard back but I did receive a letter with her name and why I called to speak to her and you took the call. Now, we are in process of reviewing again. Once again, I have hopes this will move forward. But my guess it will be another bad mark against me for not providing proper documentation according to TD. 

What I also dont understand is why the approval of this one loan went back to the original terms, had an additional XXXX of charges and now you all added another {$300.00} or so to the monthly payment. I applied for help because I needed it when I lost my full time job. You also claimed Im 999 days in arrears which aint true. I applied back then as was being allowed and because I lost my full time job the day Covid was formally announced. The sad thing is I did everything you asked for more than a few times. What youre not saying is you all confused the loans, delays were on your side. Claims of not receiving docs in time. Most of the time the response I get its STILL UNDER REVIEW. If there was confusion or lack of information those who took the calls did not handle them correctly. Even speaking to some of the ladies on specifics they crisscrossed notes from one loan to the next and argued with me over that. Others were basically useless must hate their job and said they will send the underwriters a message as Im told to do. Well robots might be better suited. This went on and on and on for an unreasonable amount of time. Does anyone care? Nope TD bank filed a formal foreclosure, right? 

Well my outcome appears to targeted and railroaded. Is dealing with you just another false hope of this getting rectified? As I mentioned to you these 2 loans were and are for the same house I occupy. My primary mortgage as stated in the application taxes and homeowners insurance was part of that payment. If thats not clear revise your form dont penalize me with delays and say you dont have information. Get rid of speaking to different people every time ya call. Even others who said would call me back or help only lied I guess because they listened to my frustration. You did call back so Im once again hoping. 

Cant believe this has dragged on this long. Thanks for hearing me rant, this process has been unspeakable in part and truly believe TD is out to get my house. Dont know what I ever did to you all? 

XXXX XXXX Sent from my XXXX Also : Now this last process I once again had approval went to you branch to have it notarized mailed it in the envelope provided. XXXX XXXX needed to be mailed by XX/XX/XXXX, mailed it on XX/XX/XXXX, you received on XX/XX/XXXX. Tracking # ups XXXX. XXXX XXXX XX/XX/XXXX and was. I never heard anything back on XXXX XXXX. So I called to make a payment being late of not hearing anything XXXX I paid a late fee. Following up on XXXX and to make a payment so it was no late. Both these payment I was blocked from doing on the App and why I called them in to show my intent. I believe it was when I called again there after I was told they were notarized XXXX said the other girl did it the same way and would have to apply again. I cursed and said no this is your fault. You would think someone with a hint of brains on XX/XX/XXXX, XX/XX/XXXX or XX/XX/XXXX would have called and said hey these were notarized incorrectly here is a copy or we will send it to the branch and you sign it again. Not only did I not receive a call I bet you they never corrected it at the branch and more than once the information I provided was acceptable on one application sent it that way again only to hear it was wrong and we need it this way. It must be your Legendary service kicking in. Alls I can say I had enough and sending in a complaint with I hope someone who can help.

Cant believe this has dragged on this long. Thanks for hearing me rant, this process has been unspeakable in part and truly believe TD is out to get my house. Dont know what I ever did to you all? But it needs to be corrected so the next individual does not have to endure this.i went through this process with XXXX XXXX, no issues gat a better rate and extended terms. You only offered extended terms. The one loan you changed it to a 10 year term upped my payment amount yet have not brought it to the current rates being offered. I saw 5.125 % your at 6.75 % why? Your motive of dragging this on and on and on and sticking it to me is Legendary! 

The attachment is the original document the was signed by myself and a TD bank employee yet they are sending me letters of intent to foreclose Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation