Consumer complaint received 2026-05-27 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: TD BANK US HOLDING COMPANY
State: LA

Complaint narrative:
I purchased a XXXX XXXX XXXX on XX/XX/XXXX on a 6 year note, and was on schedule to pay it off almost 3 years early later this year. However, the car was totaled on XX/XX/XXXX, and the balance owed as of that day was {$1800.00}. I contacted my insurance agent ( XXXX XXXX, Louisiana ), and filed a claim immediately. My insurance company handled the claim promptly, and I received my part of the settlement on XX/XX/XXXX, and a check in the amount of the payoff listed above was sent to TD Auto Finance. The note on the car is due on the XXXX of each month, and I was concerned my credit might be affected if the note was not paid while I was waiting on the account to be settled. I contacted TD Auto through the secure inbox to check on the status, and XXXX, a Problem Resolution Specialist with TD Auto Finance replied later that day confirming my thoughts -- '' Please have your insurance company call us at XXXX to discuss a claim settlement. Please understand you are responsible for payments until the balance is paid in full, in accordance with your contract. '' Therefore, I paid the note for XX/XX/XXXX, and contacted my insurance adjuster to ask her to reach out to them. While waiting to hear back from my adjuster, I received a letter in the mail from TD Auto on XX/XX/XXXX that included a payment slip, asking me to remit settlement payment of {$1800.00} by XX/XX/XXXX. I called TD Auto again and spoke with XXXX ( not sure if spelling is correct ). She stated -- '' for some reason ( and no one could explain why and/or how ), the payment from XXXX XXXX was rejected. '' She asked me again to reach out and have XXXX XXXX re-send the payment. My adjuster then reached out to TD Auto and spoke with a representative named XXXX. He stated he " would have to send it to a supervisor, because it looks someone processed the payment incorrectly. '' He also said someone would be reaching out to me. On XX/XX/XXXX, I called TD Auto again, and spoke with representative XXXX XXXX ( phone # XXXX ). He seemed to think the problem with the payment not being applied correctly had something to do with the GAP insurance I purchased on the car when I bought it. He said they couldn't move forward because the GAP department was waiting on a police report and a full declaration from XXXX XXXX stating the date of loss and details of the accident, etc. I was able to email the full police report to him at XXXX while I was still on the phone with him, and he immediately forwarded to the correct department. After I hung up with TD Auto, I then reached out to my insurance adjuster again, to make sure the full declaration had been sent to TD Auto. She confirmed that she had faxed them a copy of documents that contained all of the information they needed. I have not heard anything since Monday, XX/XX/XXXX. I logged in to my TD Auto account earlier this week to see if the payment on the settlement had been applied yet, because the due date was coming up. No payment has been applied, and the only response I got through TD Auto 's secure inbox was : " Thank you for reaching out to TD Auto Finance about your account. While looking into your request, we learned that you contacted our Customer Service Center for the same issue. We were happy to hear one of our helpful representatives addressed your issue on XX/XX/XXXX. If you have any other questions or need further help, please let us know. Thank you for being a valued TD Auto Finance customer. '' Sincerely, XXXX XXXX Problem Resolution Specialist TD Auto Finance However... nothing has been addressed! I am now on Month # 2 of paying a car note for a car that was totaled on XX/XX/XXXX, and the claim was processed and settled before the end of XXXX. I reached out to my insurance adjuster at XXXX XXXX again on XX/XX/XXXX to see if she had received any more correspondence and/or contact from anyone at TD Auto. On XX/XX/XXXX, she responded, " The payment we made to TD Auto Finance for your account in the amount of {$1800.00} has cleared our bank, so they have received the payment and deposited it. '' However, NO payment has been applied to my account, and I am about to make the payment for XXXX, so my credit is not affected. I am not sure what else to do at this point.

Company response to consumer: Closed with monetary relief