Consumer complaint received 2018-10-11
Company: SUNTRUST BANKS, INC.
State: CO
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:
My father initially co-signed on my loan about 5 years ago. I just paid off my loan in XX/XX/2018 and was told via telephone by Suntrust that my titling documentation would be sent to my XXXX XXXX home address ( this is the address they have on file and where they have sent all letters, bill notices etc ). 

Before completely paying off my loan, I had previously had trouble getting access to my title in order to transfer the title from XXXX to XXXX. XXXX required proof of title and would not accept my expired XXXX registration card. So my car has expired XXXX plates on it and has been parked and unused with XXXX insurance coverage on it since XX/XX/2018, almost a year. 


I paid the car off in XX/XX/XXXX and only a week ago I received documentation about my title after my father forwarded it to me from Virginia. Apparently XXXX XXXX, who is handling the title paperwork at Suntrust, sent all the titling documentation to my father in XXXX. She addressed the paperwork to me and my father both but sent all paperwork to his XXXX home and in the paperwork she incorrectly listed my address as XXXX. I was assured multiple times by other Suntrust reps that I would be receiving all title paperwork in XXXX to facilitate the transferring of the title in XXXX, where the car is parked and where it is insured. 

On XX/XX/18, I sent XXXX XXXX all signed documentation that she requested from my father and from myself ( XXXX XXXX forms signed by my father, a copy my fathers of drivers license, XXXX XXXX forms signed my me, a copy of my drivers license, and proof of car insurance ). I included a lengthy letter explaining what I have explained in this complaint, and I included proof of XXXX insurance and proof of my current address ( just to be thorough, even though the address is on file at Suntrust ). I also requested that XXXX reach out to me or my father via telephone is she needed anything else from us. 

Today my dad received a new package from XXXX that included the same letter he originally received from her that requests him to sign XXXX XXXX forms, and provide a copy of his drivers license and proof of insurance. I am befuddled by this action because in my correspondence to XXXX XXXX specifically provided all of the documentation she is rerequesting. She provided no new information or context for her new request, and she should now be aware that my dad is unable to provide proof of insurance in XXXX because the car is insured in XXXX   under my name. The new letter from XXXX was addressed only to my father and didnt include my name. 


This morning I sent XXXX an email and a fax requesting more context as to why she sent my father additional paperwork and how she plans to proceed with getting the title processed. Based on all of the developments thus far, Im worried that the paperwork will not be handled properly considering the confusion and lack of communication thus far from XXXX and Suntrust. I sent copies of my email to three seniors executives at Suntrust. I have not gotten any reply or phone call from XXXX, but one of the executives at Suntrust, XXXX XXXX just replied to me via email to let me know that the Executive Services team is currently researching my concerns and will respond as soon as possible.

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