Consumer complaint received 2021-09-16
Company: TRUIST FINANCIAL CORPORATION
State: VA
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:
XX/XX/2021 : I paid in full an automobile loan that originated with Sun Trust Bank and was transferred to XXXX XXXX. 
At the same time, our family relocated from XXXX  ( where we lived when the loan originated ) to XXXX  where we are now living. 
When I went to the DMV as asked about getting a new title for the vehicle, they informed me that SunTrust still had an electronic hold on the title and that I should be receiving a new title in the mail once SunTrust cleared the electronic hold. 

late XX/XX/2021 : I still had not received the title so I called XXXX XXXX to request a lien release letter - not fully understanding this would not clear the title. I received the notarized letter from SunTrust Bank, XXXX XXXX XXXX, XXXX, XXXX  XXXX Telephone : XXXX Options 3,1,2 Months passed, no Title. 

On XX/XX/2021, I purchased a new car and wanted to sell the XXXX XXXX that I had no Title for so I went to the DMV Satellite location in XXXX, XXXX  to request a copy of the XXXX XXXX Title. I took the Lien Release paperwork with me and was told it was no good. That SunTrust still had an electronic lien on the vehicle and they would need to release it. 
I called the number on the lien release letter ( stated above ) and was transferred to XXXX XXXX who was not sure if they or SunTrust would need to execute the release but was told by the representative, " I have submitted that request for you. '' We spent the summer months traveling, so I took no further action until I returned home. And now, we had an offer of sale on the XXXX XXXX. But again, no Title. 
Thinking maybe the mail just hadn't delivered the Title, I went back to the DMV in XXXX on XXXX XXXX and was told the same as in XXXX, SunTrust has not removed the electronic lien. 
I phoned SunTrust from the parking lot of the DMV, sat on hold for more than 30 minutes, explained the situation to the service representative who said she could start the process on her side but would also transfer me to XXXX XXXX  as she believed they would need to remove the electronic lien. I spoke to two service representatives that day - one at SunTrust Bank, one at XXXX XXXX, both assured me this would be taken care of in a matter of days. 

Today, Thursday, XXXX XXXX, I returned to the DMV, again seeking to get a copy of the Title and was turned away for the same reason. The electronic lien is not clear. SunTrust needs to do this. 

I am now on my second hour of phone calls with SunTrust who have no record of my previous request and who are not certain if it is them or XXXX XXXX who needs to remove the electronic lien. 
How can this be possible? If SunTrust truly sold my account to XXXX XXXX, why did SunTrust issue the paper Certificate of Lien Satisfaction? 
If XXXX XXXX truly owns my loan, why can't they process the electronic release? 
If SunTrust can send the paper Certificate, why can't they process the electronic release? 

I have now made three unnecessary and unproductive trips to the DMV ( a 20 - 30 minute drive from my home each way ), have spent more than 3 hours ( during the day, on my work time/breaks ) on the phone with both SunTrust and XXXX XXXX ( SunTrust starts the call and then transfers me to XXXX XXXX ) and I have missed two cash offers for the sale of my XXXX XXXX because as of this moment I am writing, I still do not have a clear Title for a loan that was paid-in-full nine months ago!

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 non-monetary relief