Pleasant Valley Mobile Home Park Community

TD Auto FinanceAttn: Customer ResolutionPO Box [redacted], MI 48333 February 22, 2017
 
[redacted]
Revdex.com of Upstate South
Carolina
408 North Church St, Suite C
Greenville, SC 29601-2164
 
Re: Revdex.com Case#...

[redacted]
               
Dear [redacted],
 
TD
Auto Finance acknowledges receipt of your letter regarding Ms. [redacted] account.
Thank you for bringing this matter to our attention.
 
Ms.
[redacted] paid her loan in full on 01/25/17, and followed the payoff instructions
according to our website. She spoke to our Customer Service agents on 02/07/17
and 02/14/17, and she was informed that TD Auto Finance was still working on
releasing the title. Ms. [redacted] is concerned because our website states that the
title will be sent out 7 to 10 calendar days; however, it has been 21 days, and
she has not received the title.
 
In
review of our records, we confirmed that Ms. [redacted] signed a retail installment
contract on 04/26/12, for a 2012 Ford F-150. On 01/25/17, TD Auto Finance
received a check for $15,244.66 from [redacted] which paid the account in
full. Since the payoff funds came from a third party financial institution and
did not include instructions for where to send the title, we placed a hold on
the release of the title until we were able to confirm with Ms. [redacted]. We spoke
with Ms. [redacted] on 02/07/17 and she confirmed that the title should be sent to
her address. On 02/17/17, the title was sent via UPS Next Day Air to Ms. [redacted]'
address, with tracking number [redacted], and it was delivered on
02/20/17.
 
On behalf of TD Auto Finance, I
sincerely apologize for the inconvenience this may have caused Ms. [redacted]. We
certainly appreciate Ms. [redacted] taking the time to bring her experiences to our
attention. Should you wish to discuss this matter further, please contact me
directly at ([redacted], extension [redacted].
 
 
Sincerely,
 
 
 
Jessica
L[redacted]
Problem
Resolution Services

TD Auto Finance
Attn: Customer Resolution
PO BOX [redacted], MI 48333
February 22, 2017
[redacted]
Revdex.com of Upstate South Carolina
408 North Church St, Suite C
Greenville, SC 29601-2164
Re: Revdex.com Case# [redacted]

Dear [redacted],
TD Auto Finance...

acknowledges receipt of your letter regarding Ms. [redacted]'s account. Thank you for bringing this matter to our attention.
Ms. [redacted] stated that she recently logged in to her account online to make a payment; however, prior to submitting a payment she noticed that the bank and personal information in the payment section was not her information. She attempted to contact our Customer Service, but the agent was unable to provide any assurance that it would not happen again. Ms. [redacted] has contacted the other party involved so that she would be aware of what is happening, and is concerned that this is a security breach. Ms. [redacted] requested that we inspect and correct the issue on the website.
On behalf of TD Auto Finance, I sincerely apologize for the inconvenience this may have caused Ms. [redacted]. We certainly appreciate Ms. [redacted] taking the time to bring her experiences to our attention. Please be assured that we have identified the error within TD Auto Finance, and we have corrected the issue as of 02/16/17 at midnight. Ms. [redacted] should no longer experience these issues while processing a payment. Additionally, safeguarding our Customer's personal information is something we take very seriously. At this time, there is no evidence Ms. [redacted]'s data has been misused. We are also sending a letter to inform all of the impacted parties that TD Auto Finance is providing 2 years of credit monitoring due to the inconvenience.
Should you wish to discuss this matter further, please contact me directly at [redacted], extension [redacted].
Sincerely,
[redacted]
Problem Resolution Services

Dear Cindy R[redacted]Just to say Thank You for your prompt service . This matter has been resolved .

March
20, 2018
 
[redacted]
[redacted] Ct
[redacted], CO 80918-6402
 
Re:
Revdex.com Case# [redacted]
               
Dear
[redacted],
 
TD
Auto Finance...

acknowledges receipt of your complaint regarding your account. Thank
you for bringing this matter to our attention.
 
In
your complaint, you stated that you were unaware that that your TD Auto Finance
account had an outstanding balance until you checked your credit bureau report
and that you spent over 14 months resolving the matter with TD Auto
Finance.  You further stated that TD Auto
Finance did not send correct information to your GAP insurance carrier and that
agents stated that they did not know how to apply insurance proceeds when they
were received. You stated that, among other things, that you were required to
wait on the phone for long periods and agents were rude and hung up on you. You
requested that we remove the negative credit reporting, and apologize for the rudeness
of employees, long wait times, and the mishandling of your account.
 
In
review of the account, I confirmed that you signed a retail installment
contract on 09/14/13 for a 2012 Ford Focus. According to this contract, you
agreed to make payments in the amount of $284.66, beginning 10/14/13 for 72
months.  On 1/30/17, [redacted] Insurance
notified us that your vehicle was deemed a total loss as of 12/28/16. We
received the payment from [redacted] Insurance in the amount of $7,009.82 on
06/02/17 and the payment from [redacted] Surety in the amount of
$1,383.12 on 02/21/18.  Both payments
from [redacted] and [redacted] were backdated to the date of loss.  As a result, there is no longer a balance due
and all credit marks were reversed as of 02/26/18. Please allow 30 to 60 days
for your credit report to reflect these changes. Additionally, there is an
overage amount, due to the cancellation of your service contract that is scheduled
to be refunded to you within 30 days from 03/12/18, in the amount of
$25.00. 
 
On
behalf of TD Auto Finance, we apologize for any negative experience you had
with our company. Providing Legendary Customer Service is our first priority.
We certainly appreciate you taking the time to bring your experiences to our
attention.  Only through this type of
input are we able to identify areas within our operation that may need to be
reviewed and improved.  Please be assured
your experience has been shared with the appropriate management team. Please
understand that your experience has been shared with the appropriate management
team. Should you wish to discuss this matter further, please contact me
directly at (866)[redacted], extension [redacted].
 
 
Sincerely,
 
 
 
Omar
S[redacted] | Auto Finance – Resource Officer | US Phone Channel
TD
Bank, America's Most Convenient Bank

TD Auto Finance
Attn: Customer Resolution
[redacted]
July 1, 2016
Revdex.com of Greenville, Inc.
408 North Church Street, Suite C
Greenville, SC 29601 [redacted] Department
Re:...

Revdex.com [redacted]

Dea[redacted]
TD Auto Finance acknowledges receipt of Mr. [redacted] concerns regarding his account. Thank you for bringing this matter to our attention.
Mr. [redacted] stated that he set up automatic payments with TD Auto Finance in November 2013. The paperwork did not make it on time for the 28th of that month, in November. When the payment was received the next month, he was one month behind on his payments. [redacted] was unaware the account was one month behind, until he went to purchase a vehicle in March 2016. He was told that he was past due on his payments beginning November of 2013. After calling TD Auto Finance, and speaking with a supervisor, he was informed that when he signed up for automatic payments, we would no longer send written correspondence for anything, including being late on a payment. This situation has caused [redacted] credit to become tarnished, and even after he thought the issue had been cleared up in March, his late charge back payments were applied incorrectly. The amount paid to clear up the charges was applied to the principal balance, and did not clear up the late fees.
In review of the account, I confirmed that [redacted] signed a retail installment contract on 05/31/2013, for a 2013 [redacted]. According to the contract, he agreed upon monthly payments of $259.46, beginning 06/30/2013, for 60 payments. On 12/02/2013, he enrolled in automatic payments on [redacted], at that time the payment of $259.46 was due on 11/30/2013. When enrolling in automatic payments on our website, it states please allow up to 5 business days to process the request, and will state the date the first automatic payment will be withdrawn. In [redacted] case, the first payment wouldn’t have been automatically withdrawn until 12/30/2013. Since we did not receive the payment for 11/30/2013, his account fell one payment behind. We do not send paper bills once the account has been set up on automatic payments, as the customer’s bank statements serve as proof of payment. We are not required to send written correspondence once the account falls past due; however, as a courtesy, we made multiple attempts to contact [redacted] starting in December 2013. [redacted] contacted us on 03/18/2016, and made a payment in the amount of $593.00, this payment was to cover the missing payment plus late fees to bring his account current.
I had the pleasure of speaking with [redacted] on 06/24/2016, and apologized for the negative experience. I let him know that the payment he made on 03/18/2016 was not applied correctly so that the 03/30/2016 automatic payment would pull; causing the account to fall one month behind. [redacted] made another payment on 06/20/2016, to bring the account current, and pay late fees in the amount of $112.75. On behalf of TD Auto Finance, we sincerely apologize for the difficulties you have experienced. Please be advised that an update was sent to the credit reporting agencies on 06/28/2016, to have the negative information from the April and May payments removed from [redacted] credit report. Please accept this AUD control numbe[redacted] as confirmation that this was sent to the credit reporting agencies. [redacted] will need to allow 30 – 60 days for the information to be updated on his credit report. We have also waived $112.75 in late fees, and credited the amount towards his next monthly payment.
Should you wish to discuss this matter further, please contact me directly at [redacted] extension [redacted].
Sincerely, [redacted]
Problem Resolution Services

January
06, 2017
 
[redacted]
RevDex.com of Upstate South Carolina
408
North Church St, Suite C
Greenville,
SC 29601-2164
 
Re:
Revdex.com Case# [redacted]
               ...


Dear
[redacted],
 
TD Auto Finance acknowledges
receipt of your letter regarding Mr. [redacted]'s account. Thank you for bringing
this matter to our attention.
 
Ms. [redacted] stated that she was
involved in an automobile accident on 10/24/16, which totaled her 2016 Chevy.
Her insurance company, [redacted], issued a check on 10/28/16 for $19,346.80
to TD Auto Finance; however, we continued to debit her account each month for
the $455.80. The Customer Service agents that she has spoken with were rude and
unhelpful, and they claimed that we have no record of any check being received.
[redacted] reissued a check on 12/12/16, and it was signed for on 12/13/16 by
TD Auto Finance. When she called on 12/22/16 to confirm the receipt of the
check, she was advised that we didn't receive it; however, she has delivery
confirmation from the payment received on 12/13/16. She requested a secure way
to receive the check from [redacted], as well as to issue a refund check to
her.
 
Ms. [redacted] signed a retail
installment contract on 07/29/16, for a 2016 Chevrolet Trax. According to the
contract, she agreed to make monthly payments of $455.80, beginning 08/28/16,
for 48 payments. Section 2a of the contract states "You agree to pay us
all you owe under this contract even if the vehicle is damage, destroyed, or
missing." Our records indicate that Ms. [redacted] enrolled in our automatic
payment program as of 08/22/16, and payments after this date automatically
processed for her account. We were notified that the vehicle was a total loss
on 10/28/16, and we faxed the Letter of Guarantee to [redacted] on 11/14/16. During
this time, the 11/28/16 payment was automatically deducted because we did not
receive the payment from [redacted]. Please be advised that the automatic
payment was cancelled as of 12/19/16.
 
Additionally,
we processed the insurance proceeds of $19,346.80, on 01/04/17; however, we
have backdated the payment to 12/13/16 to coincide with the date that the check
was received, which created an overage of $830.74 that consisted of the
additional funds from Ms. [redacted]'s monthly payments. TD Auto Finance will issue a refund check to
Ms. [redacted], and all overages are refunded within 30 days of account closing,
which was 01/04/17. Please note that the GAP insurance was cancelled on the
account once the account was paid in full. Ms. [redacted] can reach out to [redacted] Chevrolet, at ([redacted], to confirm the status of her cancellations
on her GAP insurance and service contracts for a possible refund.
 
On
behalf of TD Auto Finance, I sincerely apologize for the inconvenience this may
have caused Ms. [redacted]. Providing Legendary Customer Service is our top
priority. Should you wish to discuss this matter further, please contact me
directly at [redacted], extension [redacted].
 
 
                                        ...⇄ />            Sincerely,
 
 
 
                                        ...⇄ Kate
L[redacted]
Problem Resolution Services