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TD Bank Says "No Means No - we choose Foreclosure. Do not call here again"

By
Real Estate Agent with The Somers Team at KW Philadelphia

TD Bank Says "No Means No - we choose Foreclosure and do not call here again !"

"No Means No. We have chosen foreclosure. We Will Not Negotiate. We will not put it in writing. Do not call here again. "

This is a true story... this happened today May 11, 2009 from a deal that was sent to TD Bank on March 12, 2009.

After endless weeks of leaving messages with the short sale rep Dawn Dean at TD Bank and never receiving a call back from her, I decided to see if I could speak to her supervisor for assistance.  Joanne, one of the many faceless and genuinely rude service representatives from TD Bank was the lucky gal to get my call today.  Apparently service was not on the menu at TD Bank again since Joanne refused to give me any of the info I requested. After struggling for the mere morsel of assistance with Joanne, she denied there was a supervisor over Dawn Dean and she ended my call by yelling at me saying, "I do not want to get involved!" and she hung up on me abruptly. Wow.  A complete perversion of proper communication.

We somehow found the nonexistent supervisor's name (Jenniffer Zimmerman) and tried to call her. Unfortunately and amazingly my call was expertly intercepted by an Art Brosius who told me, "Jennifer  does not speak to customers."  Either way, he said,  "The decision has been made!" that my client's home "will be foreclosed on". He repeated that "they decided" to not move forward with a short sale.  Who is "THEY" I wondered ?  He also mentioned that since my client was "unable to pay a note for the full amount owed on the property" that "there will be "no negotiating" no effort will be made for a "work out". "The short sale is denied!" "We will not put it in writing!" I was told by this man as he lost total control of his emotions and began to scream at me as if I was his teenage daughter, "NO MEANS NO! DO NOT EVER CALL HERE AGAIN!" I was violently hung up on, aggressively spoken to, and this was the second time today by a TD Bank rep! Brutal ! Guerrilla customer service techniques, wouldn't you say?

You read it right. Today, May 11th, 2 different representative at TD Bank said that they would rather have our client's home fall into a foreclosure than to accept a short sale from a ready willing and able buyer.The BPO / appraisal was completed 2 weeks ago. We had the home listed for sale and for rent for months. There were countless price reductions and a very short list of people interested in even seeing the home.  We originally listed this house in September of 2008 and finally got a deal that was acceptable in March of 2009.

It is amazing in this day and age with the Mortgage Mess and with an economy in crisis that a bank would respond this way.  I would not mind if a professional representative would call us and have a conversation and tell us why this short sale request was denied.  I would be happy to listen.  I wonder what would happen if an executive at TD Bank sees this blog ?  Whatever happened to the folks at Commerce Bank ? If so, please contact us at thesomersteam@yahoo.comor call Chris Somers at 215-400-2612.

It is also amazing how our seller bought this property in the first place and then was able to refinance.  The person who did the appraisal must have never gone inside the property but that is another story...  Could it have been predatory lending ?  How did the appraisal value come in for the REFI ? I do not know... 

For now, it would be just be nice to get an official answer on the short sale.  Or at least have TD Bank respond how they say they do on their customer service website:

TD Bank - What is a workout ?  or

I have an offer on my house but it is less than what I owe.  What can I do ?

As of today, I would suggest TD Bank alter their customer service website and friendly greeting on the phone to say something entirely different such as "We cannot help you.  Do not bother to call" .

What do you think ?

Have any experiences with TD Bank ?

TD Bank - is our experience something that happens often ? 

Please respond with your thoughts and comments.

The Somers - Chris and Stephanie Somers

 

Comments(139)

Richard Stabile
Re/Max Real Estate Limited - Oradell, NJ
Bergen County New Homes Builder Realtor

Christopher and Stephanie:

I been saying for a while that the banks should be the same level of energy and quailty of talent into getting out of these loans as they did to get in them.

They have over worked, under qualified people handling the action. They should have share, talented personnel getting them the best they can.

Richard

May 22, 2009 03:26 PM
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

Thanks again for all the comments !  Hopefully we will have a more specific update on the outcome in the next week or so.  What I do know is that there is a lot of power in social media.   ~ Chris

May 24, 2009 12:06 AM
Anonymous
unanimous

Could it be that you were upset you didn't get the short sale because you won't receive your commission?

May 28, 2009 05:48 PM
#122
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

Unanimous.  The answer to your question is NO. But thank you for your insightful thoughts.

May 28, 2009 10:41 PM
Anonymous
Anonymous

We all know how generous realtors are... always caring about other people, and do the work without caring about the commission..

Jun 03, 2009 05:31 AM
#124
Anonymous
Tom K.

"A sarcastic person has a superiority complex that can be cured only by the honesty of humility"

-Lawrence G. Lovasik

Dear Anonymous,

I would assume your pay check hits your TD Bank Checking Account at the same each week, so I am not offended by your comment about commissioned individuals.  Just imagine if your paycheck relied on hard work with so many outside variables such as buyer and seller emotions, public records, Banks, Underwiriters, Appraisers, City and Township officials, and the many others involved in a Real Estate transaction...now imagine if just one piece of this enourmous, confusing puzzle falls out of place and your paycheck didn't hit your account that week.  We all work to paid, it's not a secret.

 

 

Jun 04, 2009 06:55 AM
#125
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

When it comes to short sales in the communities we do short sales, commission is typically very low. It is very low compared to the number of hours spent with the client, on the file, on the phone with the bank, working with the attorneys, other agents and their client, and so on.  We do not take anything people say too personally whether it be good (going straight to our head) or bad (dragging down our spirit). We love our job. So many people do not even have jobs in this economic climate. I think many would agree that being a Realtor, an Appraiser, or a Bank or Mortgage Professional right now is not an easy job. It s darn right mind numbing at times!

Tom K. We really like the part of your quote that mentions a cure through honesty and humility. This deal with TD bank has made us realize how small we are and how small our client is in this mortgage mess. All involved are at the end of their rope and solutions are hard to find.

#124 comment: We totally get his or her perspective. We think that way about some service/sales oriented providers, "They just care about the money." But for us and the people on our team and in our office, they work to get paid and they work because they care. If you do not care you will not last in this industry.

Jun 04, 2009 08:32 AM
Anonymous
Anonymous

"A clever man has smart answers, while a smart man has clever questions."

"Some people are educated beyond their own intelligence."

We can go round and round with catchy quotations, but typically speaking, it is about the money.  Your office must be above the norm with truly caring about the customers, and that is appreciated; however, while I am neither a TD Bank customer nor employee, I can tell you from past experiences that my real estate agents would bail and be MIA at the first sign of trouble.  If your office truly cares about the customer, even though there is a chance of not receiving a dime, then you may be receiving a call from me in the future to do business.  Just don't give me the high and mighty speech about how noble agents are when it is a competive job and about the commission checks.

Jun 15, 2009 04:19 AM
#127
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

We have references upon request :)

Jun 15, 2009 07:16 AM
Anonymous
Debbie S

Too funny I'm just finding this now....I literally just was HUNG UP on by Dawn Dean herself.  She is the most rude person I have ever spoken to in my life.  We tried to work with TD Bank before my ex husband and myself got to where we are today, and they flately refused to offer any suggestion and listen to our suggestions.  I was yelled at and hung up today, when I called to talk to her about our short-sale.  I said to her, what if we don't agree to pay off the difference, and she said THEN WE DON'T AGREE TO THE SHORT-SALE, NO SHORT SALE!, so I aske if it goes to forclosure, you won't get anything right?  And her reply was WE'RE NOT GETTING ANYTHING ON THIS SHORT SALE EITHER!!!

I work in customer service every day, and would NEVER ever talk to someone the way she did, all of our calls are recorded and I would lose my job if I was even 1% as rude as she was to me. 

Sep 10, 2009 06:40 AM
#129
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

Debbie,

That branch of TD Bank is a terrible reflection on the entire TD Banking system. Our experience was so bad that it was almost hard to believe it was real. The rudeness was so over the top I actually remember thinking to myself... "This has to be a joke, right?" Wrong!

My original blog post got a decent response. Someone like yourself really needs to take the torch and get the word out there regarding this aggressive and abusive approach to serving the consumer. It is not going to get better until the higer executives in TD bank hear what is happening.

 

Sep 10, 2009 12:46 PM
Anonymous
Mike Skrable

This is my story

 

TD Bank is refusing to accept a mortgage payoff on a sale of a property unless

•1.     I pay them $33,000 or

•2.     Sign an agreement to allow them to call in my other two mortgages earlier than they are due

TD Bank holds mortgages on 3 properties on which my business, AllState Fence is located. I own the properties along with my brother as M & S Realty. Last year, TD Bank called in our $1 million revolving line of credit even though we were never late a payment and continued all our monthly payments. At this point, Charles T. Forrest from TD Bank threatened to foreclose on all our properties cross-collateralized on the loan if we didn't pay the line of credit in full. Our only option was to sign a forbearance agreement which gave us 3 months to find alternate financing. They charged us $20,000 for this. Alternate financing was found for $650,000 through a hard money high interest Business credit loan. After this loan closing and receiving $650,000, Charles Forrest at TD than charged us another $10,000 forbearance (extortion) fee  to extend the remaining line of credit balance to be paid down at $20,000/month which currently continues to be paid at $5000/week.

When one of the balloon mortgages on one of the properties was due to expire, fortunately a buyer was found to satisfy the entire mortgage payoff. A closing date was set a few weeks after the mortgage expiration date due to some township /land use issues, however the mortgage payments remained current and continued to be withdrawn directly from our checking account. Because of the extenuating circumstances with the township, Charles Forrest and his boss Ed Moran had verbally agreed that the bank would waive any late fees on the mortgage as long as the debt was paid. We even sold the property substantially less for a quick closing to pay off the mortgage debt. So when we received the mortgage settlement charges for the closing, it included a $33,000 late fee and default rate much to my surprise. When an inquiry was made via email, TD agreed to waive the late fees only if another forbearance agreement was signed which would let them call in the balloon payments on the other 2 mortgages earlier than they are due. These mortgages still continue to be paid monthly. Now TD is holding the sale of the property hostage, refusing to accept a full mortgage payment even if the $33,000 late fee is paid, unless we agree to their forbearance (extortion) terms.

Please help us. Time is of the essence and we only want to sell our property.

 

Below are any phone numbers you may need for your investigation

Michael Skrable -owner and Mortgage holder (732)814-3832

Charles T. Forrest- (856)874-2488- TD Bank N.A.

Nov 04, 2009 10:47 PM
#131
Anonymous
Brian Raymond Callahan

I was under the strong impression that TD Bank was working with customers to refinance and work out the problems.

Brian Callahan

Chicago, IL

Aug 18, 2010 10:07 AM
#132
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

They left a poor impression on me and my client.

Aug 18, 2010 10:15 AM
Anonymous
Anonymous

These guys at TD Bank are thieves. These guys have the nerves to charge me $ 175 overdraft fees and do not want to refund me any of it after I deposited $ 2,659 into my account on a sunday. They're pretending to open 7 days a week but what is good for if they can't process any checks. The federal needs to shut these guys down because they are a bunch of thieves.

Jun 01, 2011 04:16 PM
#134
Anonymous
Kris Bloshuk

Ok, its now August 2011. TD bank approved what they are calling a "so called short sale" and then said tis contingent of me paying the entire shortage of 68,000 and not releasing the note until its paid in full. Um, whats the point?

Aug 18, 2011 04:32 AM
#135
The Somers Team
The Somers Team at KW Philadelphia - Philadelphia, PA
Delivering Real Estate Happiness

I agree. I think TD has horrible policies and are bulies in the banking industry. Nothing has changed. They contribute to the problem and are NOT advocates for those who use thier services.

Have you tried to negotiate the 68K note?

 

Aug 18, 2011 04:46 AM
Anonymous
bookerson

I have been trying to work with TD Bank on my condo for a year now.  They are not the primary mortgage holder on my condo.  It was an 80/20 mortgage.  TD Bank has caused TWO short sale deals to fall through because they will not return calls/give us the run around, or just won't give us the information we need.

I now have a THIRD offer on my condo.  I am hoping and praying that we can find someone at TD Bank that will give us information in a timely manner, or will just call us back!

 

Should I go to twitter, etc... to get their attention?

 

Apr 30, 2013 04:54 AM
#137
Anonymous
Afraid of the bank
TD Bank is horrible. They took over my bank in Florida and acquired our mortgage. Florida mortgages mostly being underwater - we tried short selling, supposedly the responsible thing to do. We had 3 cash buyers over 3 years. TD Bank dragged its feet so long that the buyers gave up waiting for TD to approve the short sale. Finally, a couple months ago, they finally approved the short sale - If We Repayed The Balance Of The Mortgage!! Well, if we could do that, we wouldn't be in this situation. We can't even get them to move ahead on the foreclosure now, just to get this nightmare over with. I wish I could figure out who could help us. These 'people' should be investigated. 3 years. How much longer will they torture us??
Feb 06, 2014 06:00 AM
#139
Anonymous
Mary Ressa

Terrible. Of course I believe it. I am in TD Bank nightmare right now with my second and third mortgages. No one will help me. They denied me twice and then a rip off firm from CA who I hired to fight for me, actually backed out. Is everyone afraid of this bank? What do I have to do, write a letter to the President of the US in order to get results? Only joking. KNow that woudl never work!!!

Apr 15, 2015 01:48 AM
#140