Consumer complaint received 2022-10-29
Company: FORD MOTOR CREDIT CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In XX/XX/XXXX, I went to XXXXXXXX XXXX in XXXX with the intent to purchase a XXXX XXXX. The salesperson advised me to take out a lease so I could qualify for the government rebate and advised me to come back in a month and pay off the lease ( no fees ) and take out a loan. I did this based on the salesperson 's recommendation. I took out a loan with XXXX XXXX XXXX XXXX, went into XXXX XXXX, completed all the required paperwork to release the lease, and provided the title to XXXX XXXX XXXX XXXX. I received a letter from XXXX XXXX XXXX XXXX about two months in that said ford had not provided the title to them, and they were going to change the loan to a personal loan. I called as I was confused ; they gave me more time to work with Ford to get this to them. 
Here are the dates of all the follow up I have had with Ford, and as of today, XX/XX/XXXX, they have not provided the title to XXXX XXXX XXXX XXXX nor the correct documents to me. 
Dates I documented : XX/XX/XXXX XXXX XXXX sends a letter stating that Ford has not provided evidence that a lien in favor of XXXXXXXX XXXX  XXXX XXXX has been provided, and if this was not provided, our auto loan will be recalculated at the highest closed-end unsecured loan interest rate. 
XX/XX/XXXX I contacted XXXX XXXX and was assured this would be taken care of. 
XX/XX/XXXX Receive another communication from XXXXXXXX XXXX that the title was never delivered from Ford Motor Credit to XXXX XXXX XXXX XXXX. 
XX/XX/XXXX I reached out again to XXXX  XXXX ( XXXX XXXX and she again said she would follow up on why this had not happened from Ford Motor Credit XX/XX/XXXX I call DMV since I am very concerned my auto loan with be changed to a high-interest personal loan due to XXXX. DMV tells me that they never received any documentation from Ford and advised me to reach out to Ford Motor Credit to resolve this XX/XX/XXXX Called XXXX at XXXX XXXX addressing my concern about why Ford has not taken care of this and provided the title to XXXX XXXX XXXX XXXX. DMV confirmed that FMC sent it, however, without the {$38.00} fee so was sent back to FMC. 
XX/XX/XXXX Called and spoke to XXXX again and confirmed Ford Motor Credit still has not sent the correct paperwork with the DMV to place the title in XXXX XXXX XXXX XXXX name. 
XX/XX/XXXX Called XXXX at XXXX XXXX and conferenced in a manager at Ford Motor Credit, XXXX XXXX ( whom I had to search out on my own )- they started pointing fingers at each other about why the title has not been sent to XXXX XXXX XXXX XXXX. I was then told once again they ordered a duplicate title again. XXXX XXXX said she confirmed all correct documents were sent to the DMC this time. 
XXXX I called DMV to see what the status is- I spoke to XXXX ( DMV has all records of my calls ) on XX/XX/XXXX DMV told me that again, FMC filled the documentation out incorrectly and it was sent back XX/XX/XXXX I call Manager XXXX XXXX at FMC stating they once again had the title sent back and XXXX XXXX XXXX XXXX is changing my interest rate to a personal high-interest loan due to this. She says she will look into it. 
XX/XX/XXXX I get an email stating a XXXX XXXX at FMC tried to call me 3x to discuss this, but I never received a call. On XX/XX/XXXX XXXX XXXX calls me and said she is sending all the documents XXXX for me to take to the DMV and all will be cleared up. 
XX/XX/XXXX I receive the documents XXXX XX/XX/XXXX I went into the dmv on XX/XX/XXXX at XXXX to get the title that XXXX said I could receive if I brought the documentation that she had sent me via mail. I waited over an hour and the dmv told me the paperwork was not sufficient enough in order to proceed with the transfer of a new title. I filled out two other forms in which the dmv worker told me it still showed that it was a lease and she would not proceed with issuing the title unless I were to pay a {$3800.00} fee. They were unable to issue me the title. 
I am confused- I paid the lease off, and took out the loan with XXXXXXXX XXXX XXXX There should be no fees due. Ford has placed an extreme hardship on me as they have not delivered the title to XXXX XXXX XXXX XXXX. I am not sure what is going on at Ford Motor Company, and I have tried to resolve and get the title to its rightful owner ( XXXX ) they have not done this and we are now 6 months into this and it is placing an undue hardship on me due to not providing the title to my loan company and now I have to pay the loan as a high rate personal loan due to FMC. Please help me.

Company response to consumer: Closed with explanation