Consumer complaint received 2025-05-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: TD BANK US HOLDING COMPANY
State: NJ

Complaint narrative:
In early XXXX of, XXXX, I contacted TD Bank w/ a mortgage forbearance request. On XX/XX/XXXX, I submitted a certified mortgage forbearance request to TD Bank, N.A., supported by a Certification of Eligibility from the New Jersey Department of Community Affairs ( DCA ) under P.L. 2024, c.85. This law provides a mandatory one-year forbearance period to qualified applicants. I submitted all required documentation timely and in full compliance. 
Despite this, TD Bank failed to process my request appropriately. After several calls met w/ blind transfers, call drops & deferals to the wrong teams, I was sent a generic hardship packet unrelated to the DCA program, in XXXX, & a XX/XX/XXXX form denial letter, each following several escalations and each of which failed to acknowledge the DCA certification at all. 
I have since emailed the bank as required to enter a formal appeal process, but was told that could take another 30+ days. Meanwhile, TD Bank has continued to treat the matter as a discretionary hardship review, rather than one protected under law. 
It appears the banks underwriting team may be issuing premature or uninformed decisions, which then trickle down to the Loss Mitigation and Collections teams. These staff members are often unable to engage meaningfully or escalate properly, despite being the primary public-facing point of contact for borrowers. 
I did speak with a few well meaning representatives including XXXX ( ID # ending in XXXX ) and XXXX XXXX, both of whom I commend for their professionalism, courtesy, and willingness to assist in getting my request reviewed more properly, making efforts to escalate and clarify the situation internally. Unfortunately, even those good-faith efforts have not resulted in a meaninful resolution. 
As a result, I filed complaints with multiple oversight bodies, including the OCC and XXXX, in hopes of bringing attention to what may be a broader pattern of noncompliance by TD Bank regarding this state program. I was also advised by DCA officials that this request is legally protected, and that all borrowers with similar certifications are encouraged to escalate the request to all oversight agencies if denied by the bank. 
At this point, I am simply asking that TD Bank : 1. Honor the one-year forbearance under the DCA certification effective immediately. 
3. Send me documentation specfying the forbearance dates and fair ( non predatorial or retaliatory ) terms. 
3. Remove all late fees, penalties, and delinquency marks ; 4. Restore access to my mortgage account history and functions ; 5. Assign an informed and accountable point of contact to resolve this matter properly. 
I have kept records of all submissions, emails, and phone calls, and am prepared to share them with the CFPB. I sincerely hope the Bureau can help restore proper compliance and protect borrowers like me who are following the law in good faith.

Company response to consumer: Closed with explanation