Consumer complaint received 2017-12-12
Company: FORD MOTOR CREDIT CO.
State: FL
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:
We purchased a new XXXX XXXX Escape from XXXX Hawaii XXXX XXXX in XXXX, Hawaii in XXXX XXXX which was partially financed through XXXX XXXX XXXX XXXX. Our vehicle loan was paid in full in XXXX XXXX while we were living in XXXX due to XXXX XXXX. Immediately upon receiving our monthly paper statement and making the early pay-off payment we contacted XXXX XXXX XXXX to inquire about how we would receive our vehicle title. We were told that a title would be mailed to our billing address WHICH WE CONFIRMED with the agent within 6 weeks. We explained that this timeline was important due to an impending military XXXX to XXXX at the end of XXXX and offered to give an alternate permanent address but was told this was not necessary. We never received a title. 

While attempting to register our vehicle with our home state in XXXX we realized the title was not received and began contacting XXXX XXXX XXXX via phone. We were passed to multiple agents XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, etc- regrettably my husband was attempting to manage this solo throughout his TDYs and extra assignments so his notes are mixed with work files ) over many months as we continued to request assistance with the title. XXXX took an interest in our plight and is the only agent who has ever returned a call as promised XXXX two calls returned XXXX but has ultimately been unable to provide us with a title. The XXXX XXXX asserts that the vehicle 's legal owner is XXXX XXXX XXXX and an original title was sent to them on XXXX XXXX, XXXX. XXXX stated on XXXX XXXX, XXXX that she no longer has any record of an original title received by them or mailed to us because our account was closed after final payment was made and files have been deleted. However, on XXXX XXXX, XXXX, XXXX was able to access this information and told us XXXX XXXX XXXX made a request for title to XXXX XXXX on XXXX XXXX, XXXX XXXX the year we bought the vehicle and over two months after XXXX mailed the original title to XXXX XXXX XXXX XXXX and there was notation of difficulty establishing contact with this dealership. ( Is n't this also a XXXX XXXX which you are in contact with daily to provide in-house vehicle financing? ) Today we were informed that XXXX is attempting to acquire duplicate titles for MULTIPLE CUSTOMERS IN OUR SAME SITUATION but the XXXX XXXX has denied previous requests and will only honor a request for duplicate title signed by the president of XXXX XXXX XXXX. We have been unable to confirm this with a XXXX XXXX title agent. When I reminded XXXX that we paid off our vehicle 11 months ago and this vehicle is necessary for my husband to report daily for military service she asked me what more I wanted her to do about it. My response was for her to secure a title and send it to us as promised taking whatever steps that requires. Her response to their inability to obtain a title from XXXX was " we are a very large company, ma'am ''. We paid over $ XXXX for our vehicle and paid it off early. My husband uses this vehicle to report to work. We have waited patiently and attempted to work with XXXX for 11 months. In XXXX XXXX our current registration will expire and we will no longer be able to lawfully operate this vehicle not to mention the fact that it has continued to depreciate since XXXX XXXX and we have no way to sell or trade it in without a title. 

We are elevating our concerns to a CFPB complaint because there has not been positive traction on this issue and XXXX XXXX XXXX can not guarantee or even estimate a resolution date. We are hopeful the company will apply additional time and resources to this matter resulting in swifter success in working with the XXXX XXXX to procure a title for our vehicle and those of the other affected consumers.

Company response to consumer: Closed with monetary relief