Business Profile

Bank

TD Bank

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Complaints

This profile includes complaints for TD Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,867 total complaints in the last 3 years.
710 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
TD banks mobile app did not match the records provided by an on-phone agent. She advised us to dispute the charges, told us they would not be reversed because it was an error on TD banks part. Its now a month later and they reversed the dispute credit and refuse to play back the recorded phone call where their agent lied to me. My account is now in negatives, without a written request for more information. TD never called me to ask for more information regarding the dispute. Their agents do not abide by their code of conduct and constantly make decisions without consulting the account holder.
Business Response
Date: 08/26/2022
Good day. Please see the attached letter. Thank you.
Initial Complaint
Date:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a report in May 2022 to TD Bank to dispute 2 transactions on my account. I made these purchases and did not receive the products I paid for. One order (from CAPUSA) never left the post office. The other (from ASOS) says delivered but I never received the package, there is no proof of delivery/picture, and I dont know if the package ever made it off the truck. It feels as though I was robbed. TD Bank needs to approve my claim and give me my money back; as my banking institution they should be in my defense when situations like this arise. Instead, even after providing supporting documents, they are giving me a hard time.
Business Response
Date: 08/26/2022
Good day. Please see the attached letter. Thank you.
Customer Answer
Date: 08/26/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
TD Bank did not partially deny my claim but in fact, denied it in full and reversed both provisional credits on my account. CAPUSA did not fully ship my item and I am due $67.37 as the merchant did not send this item. TD Bank did not fully and diligently investigate this matter for both merchants, specifically CAPUSA, OR, TD Bank mistakenly reversed both credits when there was only proof of delivery from one, which is ASOS.

Also, my claim for ASOS is my package was stolen as it was never received by me and required SIGNATURE as proof of delivery.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Shenay

Business Response
Date: 09/07/2022
Good day. Please see the attached letter. Thank you.
Customer Answer
Date: 09/07/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As a business, why would you think its appropriate to upload personal bank statements without redacting them? Utterly unprofessional and yet still does not address my concern.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Shenay
Initial Complaint
Date:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I find it useless to try speak to the Branch manager that was in charge on Friday July 15, 2022. My younger and I went to the ************ branch located in Harlem **. He was attempting to cash two checks for $7500.00 each. We provider documentation from the source of the funds along with the business card from the firm that issued the checks. We also had a folder full of documentation that should have been sufficient. I do understand that financial institutions have to use caution and discretion. I do not understand why the branch manager refused to cash the checks. The reason we were given was that they were unable to contact the issuer.It is not a good feeling to be treated that way. I am sure the issuer of the checks would not be satisfied with TD bank refusing to cash one of their checks.I would like this matter escalated to the highest possible representative for TD Banks National and ************* executives. I want to ensure that this does not happen again to anyone.It was embarrassing, hurtful and sad.
Business Response
Date: 08/23/2022
Good day. Please see the attached letter. Thank you
Initial Complaint
Date:08/12/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Wednesday 8/10/2022, I received a call from ************ and spoke w/*****************************, an account supervisor with TD Bank /TD Auto Finance. I was informed that a car payment was returned on 6/24/2021 (the previous YEAR) and had accrued $310.52 in late fees. These fees were apparently accruing each month, unbeknownst to me. I apologized for the returned payment and offered to pay it immediately, even though I cannot confirm this is accurate, as we no longer have access to our previous bank statements. However, I explained that I did not feel as though it were fair to pay $310.52 when this is the first time I've been made aware /spoken to someone about it. We have never missed a payment in the past. She explained that they have attempted to contact me by phone in the past: I explained that an 800# had been leaving voicemails but that the voicemail did not identify what company was calling, or for what reason. The voicemail began with, "If you'd like to be connected to an agent, press 9." Perhaps that was them, I cannot confirm? She then said text messages were sent, requesting I contact TD Auto Finance at ************. Again, there was no explanation or urgency stressed. In addition, when I Googled TD Auto Finance # it came up ************. I explained, that due to the frequency of scams, I did not call the # instructed, as the phone #s did not match. On 8/12/2022, I spoke with supervisor, *****************, and explained the exact same aforementioned. Essentially, she waived $44.36 in late fees and I did pay the outstanding car payment / remaining late fees. However, I do not feel as though the error is on my part, as I have only been verbally informed of a problem with our account on 8/10/2022, 412 days later!! I am asking for reimbursement in the $266.16 fees, as if I had previously been informed by a credible source that we had an outstanding bill, I would have paid that immediately, as evidenced by all the additional payments that have been timely over the past 4 yrs.
Business Response
Date: 08/22/2022
Response attached
Initial Complaint
Date:08/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used an TD *** at a ********* location on August 3, 2022. This Atm has given me issues before but is wasn't the same issue ( which I also called TD bank customer service to give complaint). So as I using the *** I stated oh its finally working and one of the ********* associates stated that it wasn't. The machine dispensed a receipt then proceeded to make a lot of noise, but never dispensed the cash. I immediately contacted TD Bank to let them know while I was in front of the ***. I was told by the Walgreen employees that it wasn't their problem (TD Bank customer service agreed) however they did unplug the ***. TD bank processed my dispute and issued me a credit. The TD bank also contacted some that services the ***'s. Then on the 7th business day I see they reversed the credit. When I called in to see why they stated that someone had processed the claim wrong and they had to close out that claim which came with the provisional credit. Now they have another claim which doesn't come with a credit therefore I am down 260. I shouldn't be penalized for this. I work 2 jobs and I can't afford for this. They keep record of all the calls. I also kept the receipt for reference. ********* has cameras they can run the camera's back to that day and time.
Business Response
Date: 08/19/2022
Response attached
Initial Complaint
Date:08/10/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will bullet point dates to keep it organized: These dates are estimates but very close:- Feb 2022 - went on TD Bank website to establish Auto Pay like all my credit cards are set up on.- Feb 2022 - late charge billed for no autopayment made - Mar 2022 - Called 800# customer service because it was not done and rep told me it was all set. - Mar 2022 - no payment made by auto pay and late charges billed.- April 2022 - called again and same situation. - April 2022 - no payment made by auto pay and late charges billed - April 2022 - I Made 2 payments manually to get account back in good standings - April 2022 - 2 late payments charged for same month in error - April 2022 - TD Bank registers 2 delinquent payments to my credit bureau. As a result, two of my credit cards lowered my available credit and the combination of the events TD Bank started it lowered my credit score by 50 points. - May 2022 - Went into local branch to meet with branch Manager in ******* ** - *******. He and I went over the complaint, and I registered a complaint internally with TD Bank explaining the above details. He assisted and sent in all the details to the appropriate people in the organization per *******. He was extremely helpful.- May 2022 - ******* and I filled out paperwork to set up autopay in his branch office. Submitted it so future payments will be made as requested through autopay.- May 2022 - 2 payments made manually to keep account ahead - June 2022 - No autopay is set up again and I was billed a late fee - July 2022 - Payment made 7/1/22 to correct account 2 days after due date - July 2022 - ******* notifies me that investigation of the inquiry said I never called, and they will do nothing on my behalf.- July 2022 - Payment made manually prior to due date in full.- July 2022 - late payment billed after payment was made - Aug 2022 - Still not set up with autopay and got attached letter I am serious delinquent even though my account is current.
Business Response
Date: 08/19/2022
Response attached
Initial Complaint
Date:08/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ************************* we just receive an answer from you that is false and has a malpractice / we open an account with ******* long time ago with our email that comes with us since **** same email that we used to pay online at https://onlineaccessplus.com/TDBank/webapp/#/login but since July 2022 we were not able anymore to receive the code to proceed and over the phone your comapnay told that is the only way to make it works // We spoke to a technitian that asked for a different email and we bring one from the compay ending in a dot.US and doesn't work either // after that the complain that we fill before because there is no way to send an email to you or to speak to somone on your end with an expertices on IT to resolved in a min SO ............IS AN ISSUE ON YOUR END.... and before send a letter think what are you writing / our hosting is not a Mickey ***** company at all // on the ****** letter form TD Bank say that you were going to work to resolved / today is not workin either / I called to customer service and still waiting for someonte take the call but after 30 minuttes I decide to hung up caus eno make sence be on the pohone for 1/2 hors /
Business Response
Date: 08/19/2022
Response attached
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sat June 25, 2022 I submitted application for a loan online at 2:44p. The business stated it will contact me with their decision within 24 hrs. Next day email was sent to me to sign, I signed it at 10:54a. Mon email was sent that they have system errors on their part & to up date application, my 2nd call later later that day stated for me to sign. I refused and told them I signed it yesterday and asked to speak to a manager. The manager said I have two loans but can only see one. While on the phone I realized that the loan that they wanted me to sign had the same loan no I had signed on *** and the interest rate were different. I called again on Tues cause email on Tues told to sign. Wed June 29 today I called asked to speak to manager, before manager spoke to me he cancelled my application & told me to reapply. I never authorized canceling my application. I told him I was reporting them to BBB. They sent me at least 2 emails separate days saying they have system issues on their end. They never contacted me within 24 hrs or ever on their decision on the application I did sign on June 26. They did a hard credit on *** when I signed ******* credit score dropped. They cancelled my loan without my authorization. Nothing was resolved, they have system issues and I had to pay the price of my credit score dropping with hard credit. At 10:15a today I was sent an email that "we received your request to cancel your application with us and are writing to inform you that your application has been cancelled. Not true, supervisor cancelled without talking to me and without authorization.
Business Response
Date: 07/13/2022
Tell us why here...Dear *********************,

Thank you for contacting TD Bank. We are sorry to hear that you are dissatisfied with your customer experience. At ********************** we strive to provide Legendary Customer service. We are in receipt of your complaint submitted to the BBB on June 29, 2022, as well as your complaint submitted directly to the TD Fit web portal on June 28, 2022. This letter will serve as a response to both of those complaints.

According to our records, you applied for a TD Fit Loan via application #******* on June 25, 2022 9:14AM CDT and were offered a loan with *****% for a 36-month term. On that same day, you submitted another application, #*******, at 12:05PM CDT with *****% for 60 months. A review of our records indicates the offered loan terms were clearly and fully disclosed to you on our website during the application process both times. At no time did we offer ****% in either application, and you were presented with the same rate in each application. Application #******* was canceled on June 29, 2022 and application #******* expired on July 10, 2022 and a Notice of Adverse Action was sent to you.

Our records indicate that per your phone conversation with a supervisor on June 27, 2022 regarding the multiple applications, you indicated you would like to proceed with your original application. In order to do so, the duplicate application would need to be canceled, then the contract on the original application could be signed. Unfortunately, the incorrect application was canceled when you spoke with our supervisor on June 29, 2022.

Please be advised that rates are determined on an individual basis and are based on a number of factors including your credit score, repayment history, and debt-to-income ratio, among others. In order to fulfill our commitment to responsible lending, all loan requests go through an online final review process after determining potential eligibility. The rates and terms associated with your eligibility are conditional and may change based on information obtained during the completion of your application and the verification process.

Additionally, upon investigation, we have confirmed on June 25, 2022, two hard inquiries were performed, which included one on the cancelled duplicate application. We will remove the duplicate hard inquiry for the additional submitted application. Please be advised that the credit reporting agencies follow their own policies when updating credit reports and it may take anywhere from 1-2 weeks for this update to reflect on your credit reports.

As a matter of policy, we rely on the information provided by Experian. If you have any questions regarding your credit report, you should contact:

Experian NCAC
P.O. Box 2002
*****, ** 75013-0036
**************
www.experian.com

We apologize for any confusion and hope this explanation resolves this matter. If you have any additional questions, please contact our Customer Support Team at ************** or directly at ************************* We appreciate the opportunity to serve you.

Sincerely,
TD Fit Team
Customer Answer
Date: 07/19/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

********************* Complaint #******** TD Fit personal loans can NOT be opened at a bank. Your 2 application instructions were sent to me by email. One of them was on June 25 at 9:14am CT / 10:14a ET I was told I opened this loan at this time. I was no where near a tablet or computer to do so until over 2 hrs later and was told I did this application at a branch location. TD Fit personal loans can not be done at any branch location and I live in **. You have a glitch in your system. The second email was sent to me on June 25 at 12:05pm CT/1:05pm ET then a third email on June 25 at 12:07pm CT/1:07pm ET how many hard inquiries did you do on my credit just to send me instructions. I only asked to email me the website. The last one June 25 at 12:07 pm CT /1:07pm ET I'm just seeing today, Mon July 18, 2022.Please take off ALL the hard inquiries and remove TD fit loan off my credit history. I did a TD personal loan thru Avant before in 2019 & paid it off. Your TD fit loan thru Avant has system errors and you kept sending me that message via email. Please take all hard inquiries not just the duplicate. I did not ask anyone to cancel my application because I saw on the (loan disclosures, loan agreement and Promissory note) loan no. ********* and it was on the one I signed and submitted for ****% interest rate and that same loan no. ********* was on *****% interest that I refuse to sign cause I did not do more than 1 loan and I did not want the one I signed deleted because the same loan no. on it. I wanted to talk to a tech support or the actual loan person assigned to me, I did not get that. When I asked for a supervisor on Wed June 29, the supervisor ** cancelled my application. I had not spoken at all to this supervisor, why would a supervisor do that and did not even speak to me to ask me my concerns. It was after the representative got on the phone & told me what his supervisor did & to reapply. Then I demanded to speak to him cause I did not ask anyone to cancel application. Supervisor ** got on the phone and apologized.I was sent an email from Avant thru TD Fit loan with a follow up on Wed July 13 saying loan application #******* was *****% and loan #******* was also at *****% and at no time did they offer ****% Look again on my screenshot I originally sent you. Look at very top of the heading, tdfitloan.com/apply/*******. It has that loan #******* on it. I didnt even know that was the loan number and that is the one and only I signed. It says ****% interest rate screenshot_20220629-150121.png screenshot above was resent Please take off ALL the hard inquiries and remove TD Fit loan off my credit history.
Business Response
Date: 08/01/2022
July 29, 2022

*********************
18 *************
******,** 07731

Dear *********************,

Re:BBB #********; TD Fit Loan Application #******* and #*******

We have received your complaint to the Better Business Bureau (BBB) Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At Avant, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

We have researched your account and our records indicate that, on June 25, 2022,you were approved for a TD Fit Loan, serviced, by Avant. TD Bank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

We have reinvestigated your concerns. According to our records, we verified that you applied for a TD Fit Loan via application #******* on June 25, 2022, at 9:14 AM CDT and were offered a loan with ****% for a 36-month term with a monthly payment of $62.72. On that same day, you submitted another application,#*******, at 12:05 PM CDT and were offered a loan with *****% for 36 months with a monthly payment of $67.47. During this process, you consented to your credit report being pulled for underwriting purposes.

Please note that a soft credit inquiry was conducted when checking your rates.Subsequently, you consented to a hard inquiry on your credit report when submitting the loan application. Accordingly, we will be unable to remove this inquiry.

Our records indicate that on July 21, 2022 at 12:33 PM CST we attempted to reach you via telephone number ****************, and at 12:38 PM CST via email entitled "Please call us Right away" to ********************** In addition, we attempted to contact you on July 28, 2022 via telephone number **************** at 3:29 PM CST and 5:21 PM CST. We also sent an email entitled "Support Inquiry" to ********************* but were unsuccessful.

We have confirmed that on June 25, 2022, two hard inquiries were performed. We have completed a request to remove the duplicate hard inquiry for the additional application submitted. A request to update your credit report will be sent to the appropriate credit reporting agencies. Please allow up to sixty (60) days for this to reflect on your credit report.

On June 27, 2022, the issue was escalated for review and on June 29, 2022, you spoke with a Manager, but the incorrect application was canceled. Additionally,on July 20, 2022, your original application was re-escalated for review.

Please be advised, we have updated the terms to reflect what you originally agreed to,a loan with ****% for a 36-month term with a monthly payment of $62.72. The original application will be honored, and you will receive an email to ********************* when we have a contract ready for you to sign.

We are sorry for any misunderstanding that *** have occurred during your customer service experience and are sorry to hear about your experience. At TD Bank we strive to provide *************************** We have taken the necessary steps to ensure this situation does not occur in the future. We sincerely apologize for any inconvenience you *** have experienced.

Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.

We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ********************* We appreciate the opportunity to serve you.

Sincerely,
Avant *********************
Customer Answer
Date: 08/08/2022

Complaint: 17499492

I am rejecting this response because:

On June 25 was over a month ago, it is now August. I don't want any more hard inquiries done. At this moment I just want all the hard inquirie(s) removed off my credit report.

On August 5 at 9:23am ET an email was sent to me what I discussed on July 29. That email said you will remove both inquiries and that the request to update to my credit report will be sent and to allow 60 days. That's what I want, all the hard inquiries removed.
Sincerely,

*********************
Business Response
Date: 08/17/2022
Good day. Please see the attached letter. Thank you.
Initial Complaint
Date:08/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have sent a complaint regarding this account in July, However i have not heard back from you and have also not received any resolution from TD retail card services regarding my ***** ***** Platinum account *******************.I have been charged for penalties and fees. I was hoping for somebody from this business to contact me and have the fees reverse since i am paying may account every month since 2020. So far almost $900 has been added into my outstanding balance as fees and penalties. I would appreciate your help. Thank you very much.
Business Response
Date: 08/17/2022
Good day. Please see the attached interim letter while this matter is researched. Thank you.
Customer Answer
Date: 08/17/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Customer Answer
Date: 08/17/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I would like to ask to have the charges in my account, the PENALTIES/LATE CHARGE FEES for reversal. I will pay my outstanding balance for the total i owed from the items i purchased at ***** *****. I am under the impression that this is 36 months 0% however I am willing to pay the remaining balance of my original purchase with a total of $7683.85. I would like to have my credit report corrected. I checked on my credit score and it went down significantly and the reason being is my payments to TD bank were reported late.
As per the communication, i will wait for the result of their investigation in my account. Thank you.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 08/17/2022
Good day. Please see the attached letter. Thank you
Customer Answer
Date: 08/18/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have asked to please consider the penalties amounting to $825 due to difficulty of the situation during covid time. Being stucked in a country with limited access to internet. My unfortunate situation is just that and payments have been made on a regular basis. An additional $825 in penalties is deemed inconsiderate.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Denial of credit in contradiction of 761 and 836 credit scores, along with a failure to confirm receipt of current income levels and asset liquidation net proceeds. Lack of communication, underwriting incompetence/indifference and unprofessionalism also played a large role in my experience. TD Bank did not provide convenience or ***************** as they advertise.
Business Response
Date: 08/17/2022
Good day. Please see the attached letter. Thank you
Customer Answer
Date: 08/20/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
TD Bank did not provide any evidence of my recent asset liquidation of over $500,000 being considered in reducing my debt load or DTI ratio, that would meet their ratio guidelines. TD Bank also did not provide any evidence of my recent SS award letter of almost $3,300 per month beginning in July 2022, affecting DTI ratio. These two pieces of information should have made my HELOC application easily successful. Their generic apology is worthless to me when it doesn't reveal how their calculations include the critical information I provided. I would like proof of their underwriting taking those two pieces of recent financial information under consideration. If they can provide this evidence, then I will chalk up their underwriting guidelines as incompetence and will influence other loan customers to steer clear of TD Bank's loan products.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 08/30/2022
Good day. Please see the attached letter. Thank you.

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