Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #4361418

Complaint Overview

Complaint ID: 4361418

Company: TD Bank US Holding Company

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Applying for a mortgage or refinancing an existing mortgage

State: New York

ZIP Code: 10308

Date Received: 2021-05-08T12:00:00-05:00

Date Sent to Company: 2021-05-08T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Called TB bank and applied for a loan on XX/XX/XXXX th spoke to the loan officer filled out application and quoted a rate primary home 2.875 % Refi cash out. I applied for the loan and the loan officer was supposed to lock in the rate on XX/XX/2020 at which time the loan officer tomorrow I will lock the rate in since I'm not in the office today don't worry. When I followed up with him again the next day he said was locking in today when he gets to the office. Monday came and I asked is all good are we locked in. He stated I will lock you in today don't. Then on Tuesday or Wednesday I called he now stated after I went over the ratesthat he had given me and stated I'm sorry the rate had changed. Now he quoted me a higher rate of 3.00 % and locked me in at 3 %. The loan officer clearly did not show up to work till Monday or Tuesday or reach out to the appropriate people to lock in the rate in time prior to rate change. The loan officer had plenty of time to lock in my rate. If he would of taken the extra step of reaching out to the right people or provided me with a contact at the bank to lock in the rate. This is not how business should be conducted at TDBANK, this is not a WOW experience that they preach in their slogan. I have multiple relationships with many banks and never had a worse experience then with TD bank. This has not only cost me money but has also cost me time since trying to close my Mortgage in XXXX, this must be the WOW experience they give their customers. I'm requesting immediate resolution from TD bank in to this matter. I did not agree with the company response at all. In fact I believe that the company TD Bank does not even care for the customers. Clearly they wrote something without even asking me a question. The bosses are protecting their interests and employee. I have text messages from the employee and me telling him we should of been locked in already. Both loans were given the day I called and told XXXX to lock me in. To only find out he did not even put one of the loans into the computer. This is new to me upon their information given as an explanation. Because I put BOTH LOANS in the same day. But they say otherwise. Let me know where I can send the text messages to? I have them. Also the employee texted me that I have an " attitude '' I have that as well texted to me. Would you like that text? I have it as well. He was upset that I was telling XXXX what he promised so he texted me and offended me by saying I have an attitude. Is this protocol to call your customers in text ATTITUDE? Also your employee texted me " I tried to help you but who cares anyways, you don't ''. Would you like that text as well??? If you are serious in resolving the issue in hand please reach out to me and look into my side of the story and see the proof in writing which I have in text. Please get back to me.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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