Consumer complaint received 2021-05-01
Company: AMERICAN HONDA FINANCE CORP
State: OH
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
XX/XX/XXXX : Paid off lease completely After several weeks, I had received no update from XXXX so contacted them by phone. They responded by saying there were forms they needed filled out and would send them to us to fax back. 

XX/XX/XXXX : faxed the form Waited several weeks, no update from Honda so again contacted them by phone. They responded by saying that they were mistaken and that there was an additional form that needed to be notarized. They apologized for the confusion and sent us an encrypted email saying to scan and the files as a response to that email. We did so. 

XX/XX/XXXX : emailed the form to the requested encrypted email address. 

XX/XX/XXXX After waiting several weeks, still no update from XXXX so again contacted them by phone. They responded by saying that they were mistaken yet again, that the forms could not be emailed. They stated it must be mailed and that after they receive it, they would overnight the title to the closest BMV. I informed them that they were continuously giving me contradictory information and refusing to give me the title that I have paid off two months ago. They apologized profusely and said that if I mailed it, they would let me know as soon as they received it and that they would overnight the title. 

XX/XX/XXXX : Mailed requested paperwork, including original notarized document, to XXXX 

XX/XX/XXXX : Called XXXX as I had still not gotten any notification that they had received the paperwork I mailed. They told me it typically took 5-7 business days so that they would likely receive it early the next week and once again assured me that they would call to notify me as soon as it was received. 

XX/XX/XXXX : After not hearing anything all week ( now 2 weeks/10 business days after mailing requested documents on XX/XX/XXXX ) I called XXXX yet again. They informed me that the documents had arrived on XX/XX/XXXX, however they needed two signatures on the odometer reading ( something they had not indicated the previous 2 times I had faxed and emailed the exact same document. ) I asked why I had not been notified on XX/XX/XXXX that they received it as I had been told I would, I was informed that the last person I spoke to on XX/XX/XXXX " accidentally '' marked the case as closed. 

XX/XX/XXXX : In this last phone call, I was also told that XXXX did actually have the paper title after all and just needed Ohio 's approval to release it. After I indicated that this was contradictory to what I had been told before, they backtracked and " looked into it more '' and said that was correct, that XXXX  would send the original documents to Ohio and Ohio would then mail the title to us. When I questioned where I would receive the title, they read out an old apartment address from over 2 years ago which is also odd since I have only ever received correspondence from XXXX to my current, accurate address. I can't help but think that had I not proactively asked about this, it is yet another area where XXXX would have messed up and " mistakenly '' had my title sent to the wrong address, when it is not even the address I have on file with them.

Company response to consumer: Closed with monetary relief