Consumer complaint received 2017-09-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
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 husband and I had an auto loan from Bank of America. We have paid this loan off ( check cleared my bank on XX/XX/XXXX ). We still do not have a title and my husband is being reported to the credit bureaus for delinquent payments on something that is paid off. The below log shows our conversation history since my husband first noticed the credit reporting errors in XX/XX/XXXX. To date, we still do not have confirmation that they have received a copy of our cancelled check and we still do not have our title. 

All dates and times noted below are Mountain. 

XX/XX/XXXX, XXXX, XXXX, XXXX Refaxed cancelled check to both numbers at XXXX and left voicemails for XXXX at times noted above. 

XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX Called and left XXXX a voicemail asking for confirmation of receipt of cancelled check. 
At XXXX, I refaxed the copy to XXXX and also sent a copy to the back-up noted below. 

XX/XX/XXXX XXXX, XXXX, XXXX Called and left XXXX a voicemail asking for confirmation of receipt of cancelled check. 

XX/XX/XXXX XXXX Faxed a copy of the cancelled check to XXXX . Called and left a voicemail confirming that the fax was sent. Requested XXXX to call back to confirm receipt. 

XX/XX/XXXX XXXX XXXX called XXXX at home to let him know she has not received the check copy - stated that her mailroom can not find it. Also noted that when she receives mail from the mailroom, it is already opened by her manager. Provided the following information to XXXX : XXXX XXXX - fax # XXXX Backup : XXXX XXXX - fax # XXXX Agreed that we would fax a copy of the cancelled check to XXXX. 

XX/XX/XXXX XXXX Has not received the package yet - which means it is in the mailroom and she typically gets it within one day - so she should have it Monday. She is on the lookout for it and will call us once she has it. 

XX/XX/XXXX XXXX Left voicemail for XXXX to confirm receipt of cancelled check. 

XX/XX/XXXX Confirmed delivery ( reference confirmation at bottom of string ). 

XX/XX/XXXX Sent another copy of the cancelled check via USPS Express Mail - to arrive XX/XX/XXXX by XXXX. 

XX/XX/XXXX XXXX XXXX called back, stated she did not received a copy of the cancelled check. XXXX assured her that it was included in the packet, but that we would send another copy overnight. 

XX/XX/XXXX XXXX Left voicemail for XXXX stating that we have a POD on the documentation that was signed for on XX/XX/XXXX, mentioned that she had said she would call to confirm receipt - we have not received a call with said confirmation. Also listed out the documentation that should have been received. Advised XXXX to call us to confirm receipt, left home number. 

XX/XX/XXXX Confirmed delivery ( reference confirmation at bottom of string ) XX/XX/XXXX Sent documentation via USPS Express Mail - to arrive XX/XX/XXXX by XXXX. 
All letters received from late XX/XX/XXXX through current Copy of pay off letter Tracking number for pay off, POD Date check sent, date cleared Copy of check Log of calls XX/XX/XXXX XXXX Spoke with XXXX and explained our concerns. XXXX explained the complaint process to us. Agreed that we would send over all our documentation so that she could continue her research. XXXX stated that she would call us to confirm receipt of our documentation - advised her to expect it on Tuesday, XX/XX/XXXX. 

XX/XX/XXXX Received voicemail from XXXX @ Bank of America, has been assigned to our complaint. 

XX/XX/XXXX XXXX XXXX logged an online complaint with the Consumer Financial Protection Bureau XXXX 

XX/XX/XXXX XXXX Called to check in on the ETA for the title. Spoke with XXXX who said it was still in process. I also asked if there was any progress made on correcting the issues on XXXX 's credit report - was hung up on. Called right back and spoke with XXXX who said he did n't see anything about a title being worked on and when I questioned it, he hung up on me as well. 

XX/XX/XXXX XXXX Spoke with XXXX XXXX let her know that the payoff had cleared my bank, why are we still getting past due notices? She said it was being fixed and confirmed that the payoff had been received. Said we would receive our title roughly 30 days from the payment posting date - by no later than XX/XX/XXXX.

XX/XX/XXXX Show that payment cleared bank for {$8900.00}. 

XX/XX/XXXX XXXX Spoke with XXXX XXXX again - Still have not received payoff letter. XXXX said he would email it to me shortly. ( Received a few minutes later. ) Payoff amount shows {$8900.00} if paid by XX/XX/XXXX. 

XX/XX/XXXX XXXX Spoke with XXXX XXXX ( XXXX ) - He said he did not have a record of sending us the registered letters. I asked him to send me a payoff letter - I should have that by the end of the week. He claimed nothing has been reported to the credit agencies at this time. I let him know that it was our intention to either pay off the loan or move it to another financial institution because we 've had too many issues with B of A. 

XX/XX/XXXX After disputing my credit report, no changes were made to XXXX 's credit record, so sent a letter to Bank of America with backup of payment history and requested correction. Received nothing in response. 

XX/XX/XXXX XXXX Spoke with XXXX - asked about getting XXXX 's credit report corrected. Was told that even though my record is fine, I would need to log a dispute to have XXXX 's report updated. I challenged by saying that if I follow a dispute, they would only check against my records, correct? Was told that this was not the case since I was " primary '' on the loan.

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