Consumer complaint received 2022-07-22
Company: FIFTH THIRD FINANCIAL CORPORATION
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
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:
We obtained an auto loan from Fifth Third bank for a XXXX XXXX XXXX. On XX/XX/XXXX, the loan was released on XX/XX/XXXX. A copy of the title or release of lien was not received by owner ( us ). The California Department of Motor Vehicles has no record of receipt of a release of lien and currently has a lien hold placed on the vehicle. 

In XXXX of XXXX, we moved from XXXX  to XXXX. After changing vehicle registration address with the CA DMV, we attempted to transfer registration from XXXX to XXXX, however, the CA DMV refuses to release the vehicle registration due to the lien hold. 

XX/XX/XXXX : XXXXwo separate individuals in the auto loan customer service department were spoken to at Fifth Third. A female employee stated a release of lien would be emailed to XXXX XXXX. We provided our new XXXX address and were told a copy of the lien would be mailed to our home by a male employee. 

XX/XX/XXXX : After failing to receive either an email or a paper copy of the release of lien, we contacted Fifth Third once more. We were told by a female employee in the auto loan department that Fifth Third can not email copies of release of liens and she was unsure why we were promised this or asked for our email address. She assured me a new request for the release of lien would be sent via mail and given the nature of the issue, it would be escalated and received within 5-7 business days. She assured us that the CA XXXX has received updated information and shows the vehicle has been released from the lien. 

XX/XX/XXXX : We phoned the CA DMV, who stated there has been no release of lien received for the vehicle. 

XX/XX/XXXX : Again, receiving no paper copy of the release of lien and confirming no update had been made with the CA DMV, we phoned the auto loan customer service department and spoke with a male employee who requested that our county clerk fax a request for the copy of release of lien on letterhead to ( XXXX ) XXXX. 

XX/XX/XXXX : Copy of release of lien is faxed to Fifth Third by XXXX County Clerk 's Office ( witnessed by XXXX XXXX ). 

XX/XX/XXXX : We phoned Fifth Third to confirm receipt of the fax and were told by a male employee in the auto loan customer service department that no such request was received. The employee stated we must have provided the wrong fax number to the County Clerk. I requested to speak with a manager. At that time, the employee became upset and stated we would need to hold. After holding for approximately 15 minutes, the phone was picked up once more and hung up. 

We have attempted to phone back to auto loan customer service department on XX/XX/XXXX on four separate occasions ( times and call log available upon request ). Each time, the department picks up the phone and the line is disconnected. 

We have attempted to resolve this matter with Fifth Third via the CA DMV directly by hiring eTags ( as we no longer reside in the state ). eTags has similarly stated they are unable to aid in the transfer of registration because the CA DMV still shows a lien on the vehicle. 

Short of legal action, we have reached the end of our options to obtain a release of lien and request that the CFPB intervene and aid us in obtaining a copy so we can be compliant with XXXX state law.

Company response to consumer: Closed with explanation