Consumer complaint received 2022-06-15
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
I received a letter in the mail from Fifth Third Bank when I was late on one payment but never anything after that. ( So I know I can get mail from them/They have the correct address ) I had to reach out to them to send me a title and never got one. They gave me the run around for months as you can see in the transcripts. I NEVER got anything in the mail about my title or release of lien. They want me to pay the fee to get a new title because they say they mailed out the title and release of lien but I NEVER received it. Also did not receive their fax the first time and the second time took a week before receiving it. 

Paid off my title loan on XX/XX/2022. 
XX/XX/2022 I reached out to Fifth Third Bank to see when I would be getting my title. ( THEY NEVER REACHED OUT TO ME ) Transcripts XX/XX/2022 Fifth Third Bank " Hello XXXX, I am happy to provide you with the necessary information regarding the processing of your installment loan payoff. Once your current installment loan is paid off, it generally takes ten ( 10 ) business days to process the payoff from the date the payoff funds post to your account. Once the payoff is processed, any additional funds are sent to you and the title/lien release will be sent to you via mail. '' XX/XX/2022 Me " Okay, I paid off my loan on XX/XX/XXXX. It is now XX/XX/XXXX and I still do not have my title. Where is my title? It has been well over 10 days. '' XX/XX/2022 XXXX " I paid off my loan on XX/XX/XXXX. It is now XX/XX/XXXX and I still do not have my title. Where is my title? It has been well over 10 days. '' Fifth Third Bank " XXXX XXXX. Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. I'm happy to assist you with the car 's title. Let me take a look. I apologize for the delay there. We would need to send you the release of lien and then you take to the DMV and they create the title for you. We can mail it to you or fax it. To mail it please provided you with the mailing address and to fax it please provided the fax number. It take XXXX business days to generate plus mail time to arrive if mailed and just XXXX business days if faxed. '' Me " This is RIDICULOUS! I have paid off my loan over a month ago and contacted many times and just now hearing that I have to have a release of the lien! WHY WAS I NOT CONTACTED BEFORE ABOUT THIS?? 
Read fax number XXXX why was I not contacted about the release of lien? '' Fifth Third Bank " The fax has been requested. The mailed copy has also been requested. The request number is XXXX. Unfortunately we would not contact you about the release of XXXX and title being sent out. The XXXX was released when the title was sent out to you XXXX business days after the loan closes to the address we have on file. '' Me " Okay I never received any release of XXXX or title and IT HAS BEEN OVER A MONTH SINCE PAYING OFF THE LOAN. Also, you stated " title being sent out '' but just a few minuets ago you said you do not sent the title out. 
the loan closed over a month ago WELL OVER the 10 days and nothing was sent out Fifth Third Bank XXXX - XXXX PM Sorry I should clarified that I mean when the title was sent out when the loan closed original that was mistake at poorly wording that. We show those sent back on ********. '' Me okay if it was sent ******** then it was a month yesterday and still not received. 

XX/XX/2022 XXXX " I still have yet to receive my release of XXXX! 
It is now XX/XX/XXXX!!! On XX/XX/XXXX it was suppose to be sent out! 
Was also suppose to be faxed and has not been faxed '' Fifth Third Bank XXXX - XXXX XXXX  Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. 
Hello XXXX! I am very sorry to hear you have not received the release of lien. I can review the inputted requests and help get another one ordered. 
I show the original release of lien was sent via USPS to the address on file XXXX. 
There was then a new request for a ROL on XXXX and the release of XXXX documents were sent to the same address on file XXXX. 
Release of lien documents take three business days plus mail time to arrive ( 5-7 business days ). Today marks the 4th business day of mail time. I would expect the document to arrive no later than next Wednesday or Thursday depending on your mail carrier/delivery. 
Me What was the tracking? It was never received. Also where do you get the 4th business day? Today makes the 6th business day is it was sent out on XXXX*** Read what is the tracking number? 

Fifth Third Bank XXXX - XXXX XXXX  Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. 
Hello XXXX, I would be happy to go over your release of lien today. I do show that the item was mailed, it takes 1-2 business days to go out in our mail and then standard mail time to arrive. I believe you should receive the document sometime this week. 

XX/XX/2022 Me I have yet to receive my release of loan it was suppose to be sent out twice now and the second time was XX/XX/XXXX but today is the XXXX and I have yet to receive anything from you guys! 
Fifth Third Bank XXXX - XXXX XXXX  Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. 
XXXX - XXXX XXXX XXXX, I apologize you had to contact us regarding that loan account. I am happy to review your account regarding that loan. 
XXXX - XXXX XXXX  I am connecting you with a loan agent who can review that account. 
XXXX - XXXX XXXX  Hello, my name is XXXX. I am here to make your day a Fifth Third better. The previous representative had to step away for a moment but I have read your request and am ready to help! XXXX, I am very sorry that has not been received yet! I will definitely look into this. 
XXXX - XXXX XXXX  Congratulations on the payoff! That is very exciting! 
Yes, I am showing that it was sent on *******. I apologize, however, I am not seeing a request done on XXXX, but I will definitely submit another request. 
XXXX - XXXX XXXX XXXX XXXX : 3 Business Days The adjustment request was successfully submitted. The request number is XXXX. 
Me I will need a supervisor or management number because this has gone on way to long. Okay well the representative said in XXXX they would send another one out and if your not seeing it that means they did not send one out so I have been waiting once again for nothing. 
" ( copied & Pasted earlier reply ) Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. 
Hello XXXX! I am very sorry to hear you have not received the release of lien. I can review the inputted requests and help get another one ordered.

I show the original release of lien was sent via USPS to the address on file XXXX. 
There was then a new request for a ROL on XXXX and the release of lien documents were sent to the same address on file XXXX. 
Release of lien documents take three business days plus mail time to arrive ( 5-7 business days ). Today marks the 4th business day of mail time. I would expect the document to arrive no later than next Wednesday or Thursday depending on your mail carrier/delivery. 
This is what your representative said sorry it was sent out again on XX/XX/XXXX not XX/XX/XXXX, I contacted on XX/XX/XXXX. 
Read It is now XX/XX/XXXX and I have yet to receive anything! And I was told it would also be faxed and it was not. 

Fifth Third Bank XXXX - XXXX XXXX  I understand and I am sorry that you are going through this. I would recommend contacting customer service if you need it expedited. They may be able to. 
************. Representatives are available to assist XXXX XXXX XXXX and XXXX  XXXX XXXX. 
I am sorry for the frustration that the bank has caused you. 
Okay, thank you. Yes, I am seeing that those were successfully sent. 
I did put in another request. If you would like it faxed, what is that fax number, please? I will submit that request again as well. 
Me fax number *********** XX/XX/2022 Me When I call the customer service number it says the account is closed and to end call it does not let me get to an operator. 

Fifth Third Bank XXXX - XXXX XXXX  Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. 
XXXX - XXXX XXXX  I'd be happy to check on that release of lien for you, XXXX! 
XXXX - XXXX XXXX I am showing that the release of lien was mailed to you on *********. It should be arriving sometime next week. 
Me how can i believe that when you guys have said this MORE THEN ONCE ALREADY and I still have yet to receive it!! 
Fifth Third Bank XXXX - XXXX XXXX  I can verify the address to make sure it's being sent to the correct place, if you'd like. Can you provide the mailing address this was to be sent to? 
Me It was " suppose '' to mailed out several times now and I keep getting the run around! 
XXXX XXXX XXXX XXXX, TN XXXX Fifth Third BaXXXX XXXX XXXX XXXX the order now and it was completed and sent yesterday. Give me a moment to check that address. 
XXXX - XXXX XXXX  That is the address I am showing on the request. 
Request # : XXXX XXXX XXXX XXXX XXXX  Was there anything else I could assist you with today? 

after this I called to speak with supervisor who finally returned my call and left a voicemail stating that the only paper title was mailed out to me on XX/XX/2022 XXXX

Company response to consumer: Closed with explanation