Consumer complaint received 2022-03-07
Company: Lendmark Financial Services
State: GA
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:
Me and my husband purchased a XXXX XXXX XXXX on XX/XX/XXXX, through a private sale in XXXX XXXX, FL. The vehicle had a missing title, but seemed to be clean otherwise when we looked up the VIN number. 

Unbeknownst to us, when we went to get the title bond so that we could register the vehicle in GA ; there was a exsisting lien on the car that wasn't disclosed to us. 

We got into contact with a notary named XXXX who works for XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, GA ( XXXX ). She helped us find out that the lien on the car was paid off in the early XXXX, but never filed with the DMV to have it removed. ( XXXX with XXXX  has the exact dates ) XXXX from XXXX  got into contact with the company holding the lien : Lendmark Financial Services XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Tn XXXX. She sent a notarized document requesting the lien release for the vehicle in XXXX, and was told by the Manager of the establishment, XXXX, that she would fax the lien release to XXXX. 

Well, as you may already know, we need the physical copy of the lien release to be able to receive the title bond for the vehicle, which XXXX informed Lendmark of. The manager of Lendmark continued to try and fax the document to XXXX, then finally, after being contacted numerous times by XXXX, said that they will send it in mail, notarized. At this point, about a month has already passed ( XXXX ) since contacting Lendmark and speaking with the manager to get this issues resolved. 

XXXX  never received the documents in the mail that Lendmark supposedly sent out. XXXX at XXXX contacted Lendmark once again, after a few weeks, only for them to say that they would resend the Lien release. 
XXXX at XXXX said she would contact us if she received the documentation from Lendmark. Which, once again, she never received. 

We hadn't heard back from XXXX in about 3 months, so we called and asked for an update, which was that there was still nothing received from Lendmark My husband and I then contacted Lendmark personally, and spoke with XXXX the manager. She told us that she would send it again in a very annoyed voice, and we asked that it be sent to our home address, instead of XXXX. She said she would send it once again and hung up. Unsurprisingly, the document was once again never received. We waited 3 weeks for the supposed document to arrive, before contacting Lendmark again. 

This time however, we were told by the Manager XXXX that the lien release probably got lost and told us they were refused to get it notarized and sent again because it was expensive to do so. 

This was our last contact with Lendmark, around XXXX of XXXX. I was recommended to file this report as they should have filed the lien release throught the proper avenues when it was originally paid off, and have now given us trouble with trying to get it released. We believe that the documents were never actually sent. But of course we have no way to prove this outside of not receiving the documents 3 separate times to 2 separate locations ; after they informed us that it had been.

Company response to consumer: Closed with explanation