Consumer complaint received 2022-06-20
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
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 am writing about a XXXX XXXX XXXX Lien Release request I made to The Huntington Bank ( Huntington ). In XXXX a vehicle lien was issued by Chemical Bank XXXX XXXX XXXX ( Chemical ). Chemical was bought out by TCF, and then bought out by Huntington. Either Chemical Bank did not send a letter to me indicating the lien on that XXXX car was satisfied, or it was so long ago I have lost it in two residence changes. I have the original title with an unsigned lien from Chemical but am still unable, after nearly 4 weeks, to sell the car because of multiple mis-steps on Huntingtons part. I believe the loan was paid off in XXXX XX/XX/XXXX I spoke with XXXX, customer service representative ( teller ) in the XXXX XXXX, Michigan, Huntington branch, asking for someone to sign off the lien on the title. Co. ( Chemical ). Chemical was bought out by TCF, and then bought out by Huntington. Either Chemical Bank did not send a letter to me indicating the lien on that XXXX car was satisfied, or it was so long ago I have lost it in two residence changes. 

XX/XX/XXXX I spoke with XXXX, customer service representative ( teller ) in the XXXX XXXX, Michigan, Huntington branch, asking for someone to sign off the lien on the title. I was told we dont do that. What XXXX apparently meant was the case had to be handled at national headquarters. She said usually people receive these within 1-2 weeks, but it could be as long as 4 weeks. 

XX/XX/XXXX, after hearing nothing, I returned to the XXXX XXXX, Michigan, branch, again speaking with XXXX, who now me told a loan officer needed to research the case and would call me. 

XX/XX/XXXX, I received a voice mail from the XXXX XXXX branch telling me the letter was mailed from XXXX, Ohio, that day. 

XX/XX/XXXX, after still not receiving said letter, I called Huntingtons national customer service mid-afternoon and spoke with lien release customer service, a person named Ciapha ( pronounced XXXX, I believe ) in New Jersey. I was told by XXXX that the XXXX XXXX, Michigan, branch neglected to provide me with a reference number for my request filed XX/XX/XXXX, and that means my case is unable to be found, even with my SSN or the VIN number! I was forced to open a new case, # XXXX. This time I was told the normal time to process these cases is up to 18 business days. 

I immediately called the XXXX XXXX, Michigan, branch to tell them national said I needed a reference number. XXXX took my call. I was called back with this number, which they had failed to give me any of the previous times I had contacted them. Case No. XXXX. 

I then called national customer service again, this time equipped with a case number from XX/XX/XXXX. I waited on hold for over 35 minutes to speak to a lien release customer service agent. I spoke with XXXX, who I think said she was in California. Based on the original case number that XXXX XXXX neglected to provide, she reported that the letter was indeed mailed on XXXX XXXXto the address on the Title, not the one I provided the XXXX XXXX branch. The address on the title NO LONGER EXISTS. XXXX updated the filed indicating it was mailed incorrectly ( so I was told ) and also added my home address. She also, upon my request, added a request to email me a copy. I asked how long this would take. She replied that if I had nothing in my email on Friday to call back. XXXX also stated that since she updated the first Case No. a new Case No. was generated : XXXX. 

I explained to XXXX about the hassle today and the second case number, which she said she would delete ( case no. XXXX ). 

XX/XX/XXXX, today, is Friday. I tried to get through to lien release customer service AGAIN, at XXXX. I didnt get past a recording that stated that call volume was very high, and I could wait if I wanted to, but there were power outages in Ohio , and I could also save my place in line by leaving my name and phone number as the wait would be over an hour. I left my name and phone number. 

Four hours later, at XXXX, I received a call and was routed to XXXX at the XXXX Loan office. She stated that the power outages caused the system to be shut down so far today and she was unsure whether she would be able to access the Case. However, she was able to get in and informed me that all the information I stated I told XXXX was in the system. However, she then told me it could be two weeks to receive the emailed copy!! At this point I lost my cool and asked why on earth it takes two weeks to produce something that already exists. Her response was We have a very large volume of cases.

I am unable to sell my car ingand have a buyer. I am pay insurance on it while it sits in the driveway. This experience has been a circus of errors that never should have happened. This has been a ridiculous circus of errors. If Huntington can not handle their volume of cases, they should not have been allowed to purchase TCF.

I would like this resolved immediately so I am able to sell the car.

Company response to consumer: Closed with explanation