Consumer complaint received 2022-09-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: TD BANK US HOLDING COMPANY
State: OH

Complaint narrative:
Our XXXX used XXXX was purchased that year in XXXX XXXX, MO ( suburb of XXXX ) and titled under both my husbands and my names. 

The car was paid off at the time of my husbands death on XX/XX/XXXX. If he had ever received a lien release, Ive never seen it, and Ive kept this cars folder with the bill of sale, Missouri title, and acknowledgement of our loan with TD Auto Finance, at that time headquartered in XXXX, CA. 

I have never been billed by TD Auto and renewed my XXXX license plates later in XXXX before I moved out-of-state. 

This last XXXX, XXXX, Ohio, where I live now, told me I could not get plates here until I had the car title changed from both our names to just mine. I just had to produce the lien release on the car. When I told them I couldnt find one, they directed me to call TD Auto. 

When I called their customer service number, I was told to FAX them a copy of Bills death certificate, written proof of my ownership of the car, and a cover letter giving them the PIN number of the vehicle and my request for a lien release.

I did all that and heard nothing for just under one month. I finally called back, was told their legal department denied the request because my lawyers letter was not signed nor notarized. I called him, he resent the letter, now signed and notarized, the next day. 

Once again, no one called me, so I called back and they told me they never received the second letter. We all double-checked the FAX number ( including my lawyer ) and tried again. 

Two weeks passed before I called back. That was now XX/XX/XXXX, and I spent FOUR HOURS on the phone working on this issue. I called, in order : 1. My title office here in XXXX XXXX, Ohio, to see if they had received my lien release. -No, they had not. 
2. XXXX Auto Finance customer service to see if they had my lawyers letter yet and if their legal team had approved it. 
-No, they hadnt received it yet. 
3. My main bank, XXXX Bank in XXXX and XXXX MO, to ask if they would check the last 4 years of my checking account to see if I had paid TD Auto off that summer after my husband died. 
-No, no bills or payments had passed through the account in that time, indicating the car had been paid in total before Bills death. 
4. The State of Ohio in XXXX to make and appeal, or learn a new direction to take for my impasse. 
-Well, the finance company still holds the power until they give you that lien release. Why dont you call Missouri XXXX where the car was titled? 
5. The State of Missouri, where I was told the same thing. 

Now, Ohio informed me late last week that Michigan now had authority over this company, so I called them yesterday. They told me TD Auto Finance pulled their license from Michigan in XXXX. She didnt know if theyd been bought out, but said the parent company was TD Bank NA , a national company. 

She told me to file this complaint with you. The VIN number of my car is : XXXX XXXX XXXX. XXXX

Company response to consumer: Closed with non-monetary relief