TD Bank US Holding Company Consumer Loan Complaint

TD Bank US Holding Company Consumer Loan department,

Vehicle loan Managing the loan or lease California

My sister died on - -, 2016. Since this date we have been trying to contact TD auto finance, the company which holds the loan for her car, so we could pay the car off. Every time we call, we are placed on hold - once for over an hour. Ultimately, we are asked to leave a message, which we do, but it is never returned. We have faxed them numerous times - only once did we get a response back - and this response was telling us the pay-off amount and that it had to be paid off by - -, 2016. Ever since this, we have called almost every day and we have sent several FA-ES telling them that we would like to pay off the car and to call us so that we could pay by credit card or whatever method they prefer. We still have heard nothing from them. The deadline is approaching and we are sitting in limbo and feel as if we have no recourse. Please advise.