Consumer complaint received 2019-01-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ID
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am writing to complain about an extremely poor and ineffective customer experience that I have had with the Bank of America Collateral department for Auto lending. 
I have recently moved from XXXX to XXXX. I have a XXXX   XXXX XXXX with Bank of America as the lienholder on the title. I submitted the required document from the XXXX DMV to your email servicing XXXX per instructions from your customer service department. 
Three weeks later I called back to customer service because I had not yet heard anything from the bank or the DMV and my XXXX vehicle registration had expired and I had only a temporary ID registration. I was informed that the processing department had made the request to the XXXX DMV to transfer the title for my XXXX XXXX XXXX ( which I had already done earlier in the year ). As a result of this clerical error I resubmitted the request and asked for it to be expedited due to the error on the Banks part. This was in XX/XX/XXXX. Meanwhile my temporary registration had to be renewed at a cost of {$12.00} to me. 
Yesterday I called again because I still have not heard the status of my request and my second temporary registration is now expired. 
I had to wait 56 minutes on hold before I got to a representative. The initial representative was a woman who was quite polite but unable to help. She placed me on hold to give her supervisor a summary of my situation so I would not have to repeat myself and explain everything again. 
I was transferred to XXXX XXXX who stated his title as supervisor. XXXX was incompetent, ineffective and unhelpful. When I was transferred to him he asked me what my question was. I then had to repeat myself and explain what was going on. I told him I was already not happy as I had to wait 56 minutes to even get to the first representative. He then told me it takes 4-6 weeks for the DMV to respond- not taking any ownership and passing the blame on to the DMV. I told him that I expected the Bank to expedite this request as it was created by their error in XX/XX/XXXX and I was now sitting with no registration for my vehicle. He placed me on hold and returned a short while later saying he had located the paper work and would overnight it to DMV on Friday the XX/XX/XXXX. 
I asked him how he could magically locate the document so quickly and I again reminded him that I had waited 56 minutes in queue waiting to be connected to his department. He said they are busy because of tax season. 
I asked him to send me a copy of the paper work. He told me he could fax it. I told him I dont have a fax could he email it he told me no he could not. 
I asked him to send it overnight to me. He told me he could not overnight it but would send it regular mail. 
I asked him for his managers name. He told me he could not tell me. 
I asked him for the email or phone number of the Executive Office he told me there isnt one. 
I told him I expected to be reimbursed for the expense of the temporary registration fees. He told me they dont do that. 
Is this the power to do? Is this helping to make financial lives better through the power of every connection? Is this unmatched conveience? AP XXXX is rolling in his grave This morning I received a call from XXXX from the phone number XXXX. I believe her title is XXXX XXXX. ( I had spoken to her in XX/XX/XXXX during the second round of followup ). She was much more professional than XXXX but still not able to help. She too told me they could not email me the information I requested they can receive but not send email. She did agree she would overnight me the copy of the document and would try to see about getting me reimbursed for the temporary registration fees. She was able to tell me her managers name XXXX XXXX and said I would get a call back. I told her I expected a call from someone at the XXXX level or above- someone with authority. XXXX offered to give me the tracking number for the document being sent to XXXX County DMV not that that would help me at all. 
I believe there is a serious backlog of work in that department and that I am not the only customer having problems. I think that senior management needs to do some investigation and take a serious look at the staffing, skill set and policies that are in place. 

In summary I would like to be reimbursed for the {$36.00} I have had to pay to the ID DMV. I think that a company that made {$9.00} XXXX last quarter could manage to scrape that together. I will also be filing a copy of this complaint with the CFPB and the OCC. Perhaps that will get the attention to this department that is obviously so desperately needed.

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 monetary relief