Date Received: 2020-12-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was charged an overdraft fee. Apparently, my purchase of a XXXX present for my little nephew overdrew my account. I have been unemployed since XXXX and depleted my savings since the enhanced XXXX ended at the end of XXXX. But I still kept my account current by moving money from my savings into my checking account. I had an emergency vet bill and hit an issue paying for groceries so I asked my parents to send me my XXXX money early so I wouldn't have to keep going into my savings. Apparently, the purchase and the XXXX transactions didn't line up in your system and you charged me {$35.00}! I asked the customer service rep and a supervisor to reverse the charge and they refused. There was virtually no time between when money went out of my account and when money was deposited into my account.
Company Response:
State: FL
Zip: 32308
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my house in XXXX Maine XX/XX/2020 ( closing ). On XX/XX/2020 the closing papers and payoff funds ( {$190000.00} ) were wire transferred to TDBank, XXXX, XXXX XXXX department. I did check with my closing agent to see if this was done correctly and it was. As of today, XX/XX/2020 my mortgage balance still shows unpaid in my account. I can't believe that they have not had time in 2 weeks to payoff my mortgage. I am so afraid they paid off someone else 's mortgage. Around XX/XX/2020 I had contacted them by the " send us a message '' feature in my online account. I did ask what my escrow balance, to be refunded was and asked when my balance would be paid off. I did receive a reply about the escrow balance but he said they were very busy and he did not know when the mortgage would be paid. We have been married for 50 years now and have had 3 other mortgages in the past, I have worked for over 20 years in banking and in neither situation have I heard of a mortgage balance not being paid off within a short period of time. I find this very unsettling. On XX/XX/2020 I contacted them again and asked that they pay me the interest earned on my {$190000.00} ( XXXX -payoff date ) when they finally decide to payoff my mortgage. Never received a reply. I also, have not received a courtesy letter from the bank explaining why it is taking so long to payoff my mortgage. Is this the normal for todays mortgage closing??
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have made payments in the store most recently XXXX, XXXX and XXXX and they never get applied. Instead I get a refund check from Target to reapply. I have been hit with interest XXXX and XXXX I am asking for adjustment. The last payment I made was {$1500.00} in the store.
Company Response:
State: HI
Zip: 96753
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TD BANK XXXX XXXX. I, XXXX XXXX believes in the credit reporting system as the most important element to the success of the commercial banking system. I am also a proponent of the Consumer Financial Protection Bureau ( CFPB ) as a tool to streamline issues on credit reports that may be dragging down my overall scores. Accordingly, I address each particular issue directly with the creditor in question, before submitting any complaint to the credit bureaus if necessary. Therefore, I desire the following reinvestigation as follows : 1 ) On accounts where late payments are posted, I respectfully request a review of the past payment history and to ascertain if certain payments could actually have been posted late because of an overlap on the 30-days grace period. I realize that this may happen on occasion, and I request only a summary review internally, and do not require any documentation. 2 ) On any account that falls within the 84-month negative reporting timeline, I respectfully request either the deletion of the account if said account was closed, or the elimination of the prior payment if the account it is still active, this is well within the Fair Credit Reporting Act ( FCRA ) guidelines pertaining to obsolete information. 3 ) Any collections must be proved if either a direct collection and/or debt purchase. In either event I request that a true original copy of right to pursue collection be established with each respective credit reporting agency, and if a debt purchase the guidelines proving transfer of ownership must be submitted to all credit bureaus as well as me personally to validate ownership and the right to collect. I am well within my rights requesting proper documentation as administered through the Fair Debt Collection Practices Act ( FDCPA ), the Consumer Financial Protection Bureau ( CFPB ) and the Federal Trade Commission ( FTC ), in addition to the even stricter guidelines enforced by the office of attorney general in my state of domicile. I respectfully request each investigation to be reported to XXXX, XXXX and XXXX XXXX within a reasonable time period, hopefully 30-days. I realize that the current Covid-19 crisis could cause delays, so the best efforts of each financial institution and collection agency will be appreciated under the current circumstances. XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Fraudelent credit card account was opened by TDBank XX/XX/2020 under my name with different email address and phone number. In applying to refinance a past due account I found this on my credit reports. I have no knowledge of this account. I have filed complaints with credit bureaus and TDBank.
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have been listed as an authorized user on an account. This account is not being reported onXX/XX/XXXX or XX/XX/XXXX, onlyXX/XX/XXXX This account should be reported. TD Bank USA/Target Card Account number : XXXX XX/XX/2014 ( 6 yrs, 6 mos ) CONTACT INFO : TD BANK USA/TARGET C XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX USA
Company Response:
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Cc : XXXX, XXXX, XXXX Bcc : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XX/XX/XXXX at XXXX XXXX XXXX, XXXX and TD Executive Leadership, Please take this email as a formal escalation to immediately stop all mortgage refinance actions for XXXX XXXX and XXXX XXXX as it is 110 % evident that you do not want our business and your inaction is an actual deterrent and trying to evade our business. All of this is quite surprising - given the years Ive spent at TD as an previous XXXX and the strong credit demos my husband and I have established ; with those factors, I made the poor judgement of thinking that this refinance transaction would be smooth and seamless. But TD has not only proved me incorrect, but has MASSIVELY inconvenienced us in the process. This entire experience was a complete waste of time, money, and resources on our part please take this as a formal request to stop immediate refinancing exercises with the bank and remove all and any credit inquiries and/or tradelines to our bureaus as we do not wish to continue business with TD. Im copying Executive Leadership on this note because I think its important for this group to understand that getting back to basics in servicing could have been an ultimate game changer in this experience ; but since even the basics, like timely requests and transparent dialogue, cant be handled within such a big business line leads me to assume that there may be a shaky future for your institution. As a fast follow on I will ensure that all of our accounts and investments with TD are closed as well. Your immediate remediation and follow up is requested. Also, for your convenience, Ive included a brief synopsis of the experience below please feel free to contact me directly if you wish to have an egregiously overdue conversation regarding legitimate concerns. If my experience to this email follows the same suit as my previous emails, I will forward to legal counsel and all appropriate regulatory agencies. Regards. XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, PA XXXX Details : XX/XX/XXXX2020 o Initiated refinance with TD Bank Mortgage. o Both XXXX and I completed all requests for documentation and access to credit within one business week through the TD portal. o Both XXXX and I completed all phone interviews and recordings within the business week mentioned above. o Received a settlement date of XXXX/XXXX/2020. XX/XX/XXXX Received a request from a gentlemen to come and assess the value of the home. Keep in mind we never received any heads up from the TD team that an appraiser and/or his name or business title would be coming to our home. Missed opportunity to ensure the satisfaction and security of your customers. But, at this point, it felt like knit picking on my part ( and not a symptom of whats to follow ) ; so XXXX and I just kept the train moving down the tracks. NOTE : WE HAVE YET TO RECEIVE ANY VERBAL OR WRITTEN NOTICE OF ASSESSMENT OF THE VALUE OF OUR HOME!!!!! NOTHING!!!! XXXX XX/XX/XXXX2020 No correspondence. No updates. No phone calls. NO FINAL ASSESSMENT OF OUR HOME ( in which we let a stranger into our home during a pandemic ). All of which led us to assume all the effort and compromises we put in over the previous six weeks were all set to go for XXXX/XXXX/2020 ( closing day ). XXXX XXXX 2020 at XXXX EST literally 34 hours prior to settlement day of XXXX we receive a request from XXXX XXXX for the below information and that we are pushing closing to XXXX/XXXX/20!!!!!! No discussion. No inquiry if that worked for us. No explanation. No phone call. No apology. : o Evidence of Homeowners insurance which was previously provided in XXXX through the TD Portal o XXXX explanation to previous inquiries from XXXX for refinance couple things to unpack here : It is a great concern to me that Im putting hundreds of thousands of $ s into TD, and you cant even get my husbands named spelled correctly. Timeliness why ask this question less than two days to closing? Mistakenly, we pivoted from XXXX to TD because at the time I worked at TD, had a number of accounts ( both debit and credit ), and some stocks ; it seemed best to consolidate financials into an organization, that at the time, I had complete faith and loyalty for. o XXXX to provide all page of fully executed divorce decree with settlement agreement confirming child support payments. I DO NOT HAVE ANY BIOLOGICAL CHILDREN. Im assuming that you need no further explanation as how this request leads me to have a significant lack of confidence in TDs general aptitudes. My divorce is more than a decade old and I had no settlement agreements tied to the separation. Although, the nature and timing of this request does lead me to ask the question around indiscriminate discrimination ; does TD lend differently to divorced individuals? o XXXX ( note in this request same email my husbands name is spelled correctly ) all page of fully executed divorce decree with settlement agreement confirming child support payments. Again timeliness of request. o XXXX and XXXX updated paystubs. Previously provided. XX/XX/XXXX two hours after receiving XXXX email request and the notice of closing date push by a week!!! I responded with the below requests/concerns - which at that point, if operating within a genuine culture of Legendary Experience, would have been treated as an escalation as I was clearly a frustrated customer. But its clear to me now, that you dont treat your customers, or at least your employees, with the any sort of consistency and/or level of XXXX service. o XXXX as we move into the holiday season, Im less than thrilled that this is being pushed until next week and the very inconvenient tasks that should/could have been handled more than 30 days ago. Why was this pushed? Can we wrap this up by XXXX ( XX/XX/XXXX20 ) as originally planned? With regard to the divorce decrees I am legitimately irate about this request as we could have loaded all of these labor intensive materials into the portal over 30 days ago, no we are thrown this last minute request ( its labor intensive since both of our divorces are over a decade old and have little to no relevance on this mortgage request our previous tax ad account documents show our full financial picture and proof of no tax/title leans on previous mutual properties of which there were none ). We will see what we can pull together, but if we are going to belabor this until next week I want this mortgage request reassessed at the lower rates currently available since this agreement is more than stale and new information/tasks are being requested of us.and at the last minute with an inconvenient push to next week. Question to the group how does TD receive a note like this from a customer and just simply choose not to respond.AT ALL!? XXXX XXXX, 2020, XXXX EST XXXX and I provided responses and materials requested ( including duplicated tasks that were already fulfilled, ex. Homeowners insurance policy, and divorce decrees ). NO RESPONSE from TD. XX/XX/XXXX, XXXX EST Email from me ( XXXX ) asking XXXX and XXXX to confirm that theyve received my original note of escalation and confirmation that they have received all that they need. NO RESPONSE from TD. XX/XX/XXXX, XXXX XXXX EST Another note to XXXX and XXXX confirming they are receiving my emails. NO RESPONSE from TD. XX/XX/XXXX2020 Another note to XXXX and XXXX asking if I missed anything from them regarding my service concerns and/or if they needed anything else. NO RESPONSE from TD. XXXX XXXX, 2020 Yet another note to XXXX and XXXX stating that I have not received a response or confirmation on any of my emails and I am extremely worried and, at this point, livid. NO RESPONSE from TD. XX/XX/XXXX2020 Another note and..you guessed it.NO RESPONSE FROM TD!!!! Now as you can imagine, there are a number of fair lending and regulatory escalation management themes above but the one thing I truly cant seem to get over is the blatant disregard for any level of customer service from your organization as a entirety, but within such a big revenue business and with prospective customers with extremely strong credit..seems like bad business to me. But at least at this point, we cant go any lower, and Im assuming I will hear nothing back from TD Bank. But it is the holiday season.so theres still some hope, I guess.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear CFPB, I had deposited two checks at my TD Bank in XXXX, VA on XX/XX/2020. Today I learned that TD has blocked my account. The checks were from my XXXX accounts, which have already been cleared by XXXX Bank. I do not understand why my account has been blocked. I have been TD bank member for almost 20 years. I was told by customer service that I have to go to the bank in-person to unblock my account. Due to COVID-19 this is a very inconvenient process. Could TD just reject the checks if they do not want to accept the deposits ( for whatever reason ) and unblock my account? Due to COVID I do not want to go to the bank in-person. I will greatly appreciate if CFPB can help to resolve this issue.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XX/XX/2020 I made a mobile deposit of {$2000.00}. This is a normal process for me as I make this type of deposit on a regular basis. As days went by the bills I had scheduled to pay online started to be returned to me as well as my collecting of overdraft fees. I finally called the bank today and was told that due to this time of year the fraud team is holding onto mobile deposits longer than normal this leading to these bill pay issues. I was never warned about this and, as I mentioned, never had this issue before. So now I'm told that the only way I can get my money is to bring a copy of the check to a branch manager and hope that he/she will clear it. That or wait until XXXX XXXX for it to clear. Again, this has never been the case before. So, not only am I losing money to overdraft fees but TD Bank is holding my paycheck hostage and I can't buy presents for my children for XXXX until they decide to release it.
Company Response:
State: SC
Zip: 29577
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I have Td Card Visa card. The due date for payment is XXXX. Sometimes I get payment envelope to pay off. I called them on XX/XX/XXXX complaing on it and decided to pay it off ( {$2000.00} ) in a different envelope on XXXX through US postal service. That day I wrote XXXX XXXX bank cheks for Mortgage and a utilty company. They all got the check. I called TD card on XX/XX/XXXX to check whether they got it or not. TD card said they did not get my check. I called again on XXXX, XXXX on XXXX and I decided to pay again the same amount by on-line to avoid late/interest charge. I always pay in full. On XX/XX/XXXX, I saw on XXXX XXXX account that TD card has deposited my check to encash. I called TD card services and said they will not refund money on-line to my bank XXXX XXXX. TD card said it will credit the amount for purchases. TD had played this game in XXXX. That time I had to ask extending due date to XXXX. Nowadays, they blame on US postal service. When asked when check was deposited for cashing, they would not reply. I live on pay check to pay check. Conversations recorded. XXXX XXXX
Company Response:
State: PA
Zip: 19355
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A