Consumer complaint received 2024-09-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TD BANK US HOLDING COMPANY
State: AZ

Complaint narrative:
I have called TD Auto Finance on several occasions. I have been making overpayments on my loan, and I noticed that the overpayments were not being removed from the principal amount. I called them in XXXX of XXXX, not exactly sure of the date, and I spoke to someone that reassured me that instead of not having payments for months in advance, the overpayments would be applied to the principal for only the last 6 months. She said to give them XXXX to 6 days to have it adjusted. After the XXXX day, I checked my balance again, and nothing had been adjusted. I called back again, and again I was told that it would be adjusted, to give them another XXXX to 6 days. I checked my balance again after that, and it had only been adjusted XXXX dollars. I had an overpayment of 5 months in advance, XX/XX/XXXX, where I didn't have to pay, how was it only adjusted XXXX dollars? I called back again and requested a manager this time, her name was XXXX. She stated that the person that had done the original adjustments had done them wrong, and she would have it expedited to the billing department, and that it would be credited towards the principal amount. The principal amount was XXXX. I waited again, and checked my balance. After this '' adjustment '', they gave me a balance of XXXX. 5 months of overpayments is not that equivalent. My payments are XXXX, and I have been paying at least XXXX or more a month. Again I called, and asked to speak to another manager, XXXX, which I spoke to on XX/XX/XXXX. XXXX says that she saw what XXXX had done, and also saw that XXXX had put in a request to fast track it, and she said that she would give me a call within XXXX hours to let me know the status of my complaint. XXXX hours later, no phone call from her. I called them back and asked to speak to XXXX. I was told that neither one could come to the phone. I asked for another supervisor, and I spoke to XXXX, and she says that the adjustments had been made and that I actually owe more. They quoted me at XXXX, and brought the original XXXX, XXXX adjustment higher than what it was. When I questioned it, because my payout had not changed for months before this, she said that she would have XXXX call me back. I was not satisfied with this. So I spoke to XXXX, which I had previously spoken to on a request for a manager, and was told she wasn't a XXXX, but now a few days later became XXXX. When I spoke to her today, she was combative and condescending, and told me she would fax me all of the changes made to my account. I have been waiting, and nothing has been sent. Now, they're are asking for a payment this month, when I was not supposed to have any payments until XX/XX/XXXX! I have proof showing that I wasn't supposed to have payments for months in advance, yet I was still paying. I have bank statements, and I have their statements. Can someone please reach out to me? I have no other recourse as they have stated that there is nothing further that they can do, and refuse to let me speak to anyone else. I feel like they are bullying me now with asking me for a payment this month when clearly I don't owe anything.

Company response to consumer: Closed with non-monetary relief