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My Experience with TD Auto Finance

I purchased a 2004 Jeep Wrangler on August 25th 2015 from *******. I learned of a lien on the vehicle with TD Auto Finance and called TDAF immediately to discuss the process of paying off the lien and retrieving the title. TDAF assure me that the process was quick and easy and could be done over the phone, so I purchased the vehicle and began my process to get the title.

I had initially discussed this with the rep and given all pertinent information to the rep, yet when I called back to give my payment I was surprised to learn that they would not in fact take my payment over the phone due to the age of this account. I was then informed that I would need to go to a Wal Mart in order to process the payment. I later learned from the Wal Mart that this was also not the accepted method of payment for this account. I called many times and spoke to many reps and managers in this process and we finally concluded that a cashiers check through the US mail was the only way that I could pay off this account. I reluctantly agreed to send this check through the mail with no return receipt since it was going to a po box. I sent this check on September the 2nd and it arrived around the 6th of September according to estimates by the post office. I called almost everyday after Septermber the 7th and spoke to many different reps and managers and on September 15th myself and your agents had concluded that the check must be lost in the mail since no employee had any record of receiving this check. We began to make plans to send another payment despite the fact that this was a cashiers check and could not be cancelled. I postponed a couple days sending the next check while I studied the TDAF organization and tried to establish a process that might cut through this ridiculous and incompetent bureaucracy. I went to my bank to issue another check and discovered that the check was indeed cashed on September 18th despite TDAF reps having no indication of this payment. I then requested that the management look into this payment further and I also provided proof that this check was in fact cashed at this time. I was informed that TDAF had received payment and that the title would be sent right away and that I could expect it in a week. A week later I called back to discover that the title had not been released. Another week goes by with the same story and the same confused reps. I attempted to escalate many times throughout this process to management that had the power to release the title with no apparent chain of command progress. I heard from one manager that they had personally spoken to the person to release the title and that I should not have any more problems. I have heard the same rhetoric every time I have called that the title will be released and that the manager who can help me is not in the office every day since. The reps seem unwilling to actually escalate this situation and I suspect that is why it is now October 21st and I still have more questions than answers. I am not sure why I am over 8 weeks into this process and I am even less certain why there is no employee or manager at TDAF who can get to the root of this issue in a timely manner. Today in our desperation we researched TDAF and left a voicemail for the CEO, Andrew Stewart. I wonder if Andrew has the power within his own company to find my title?

Today I patiently wait as another rep tries to find answers to the compelling question:โ€ where is my title?โ€. Tomorrow I will spend the day interviewing lawyers to pursue resolution through litigation.

Reason of review: Problem with delivery.

Monetary Loss: $1748.

Preferred solution: Deliver product or service ordered.

Td Auto Finance Cons: No resolution department or customer service.

Location: Austin, Texas

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