Consumer complaint received 2021-06-28
Company: BANK OF THE WEST
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
I was referred to you by the Ohio Attorney General 's Office. I applied for an RV loan with Bank of the West/Essex Credit and received counter offer on XXXX XXXX. My loan application officer was XXXX XXXX Essex Credit Division XXXX Inside Rep II NMLS # XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX. I accepted the counter off and the application was approved on XX/XX/2021. Additional requested information was provided at that time. The seller and motorhome was physically located in XXXX, Indiana. The loan closing was on XX/XX/2021. The seller was wired the money, and at the request of BOTW/Essex Credit, sent the original title to them to complete the Ohio title work and Ohio registration, as outlined tin the loan agreement and truth-in-lending statement and financed into the loan, along with the Ohio sales tax. The seller had the motorhome stored inside for the winter and offered to let us leave it stored until the end of XXXX, 2021. All seemed to be progressing. I then received an email in early XXXX that I would need an Ohio VIN inspection to proceed with the title work. I explained to XXXX XXXX that Ohio requires the motorhome to be physically in Ohio and to be inspected, in Ohio, by a qualified XXXX inspector. I further explained to her that the motorhome would not be physically in Ohio until the last week of XXXX, 2021. On XX/XX/2021, I received another email, this time from the BOTW Closing and Funding Department/Essex Closing and Funding Team once again requesting the Ohio VIN inspection. I immediately returned the email. explaining that I had been attempting to contact them for 2 weeks and once again explained the delay. This time, I received an email response on the next day, XX/XX/2021 acknowledging the circumstances and stated they would reach up and follow-up at the end of the month. BOTW/Essex Closing and Funding Team was showing an address as Bank of the West XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX I applied for, and received, a 45 day temporary registration on XX/XX/2021 that would allow me to transport the motorhome back to Ohio. The motorhome was transported to Ohio on XX/XX/2021, I received the VIN inspection of XX/XX/XXXX, returning it overnight via XXXX and BOTW /Essex Credit shows it was received on XX/XX/2021. After not receiving the title or registration by XXXX, I began calling XXXX Customer Service at XXXX. Since XXXX, I estimate I have called them at least 20 times, talking with Customer Service Reps and their Supervisors, and each time I was assured that my request was being escalated to the Collateral Team and I would hear from someone within 48 hours. It is XX/XX/XXXX, and I am still waiting. Last week, I filed a formal Complaint with the XXXX Customer Service Team and was assured that this would escalate my issue even higher up the chain, and I would be contacted within 48 hours. Still waiting. At this point, my second and last Ohio temporary tag expires on XX/XX/2021, and the Ohio DMV advises they can not issue anything more without the title. So on Saturday, XX/XX/XXXX, I will have a Class A diesel motorhome, that I am making payments to the bank, is insured, and I will not be able to drive it on the highways. I have all the loan information and email correspondence should you need copies. Thank you for your assistance in this matter. I have also filed a complaint with the FDIC.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation