Consumer complaint received 2021-10-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
XX/XX/XXXX my husband and I purchased a XXXX XXXX XXXX from XXXX XXXX of XXXX. On XX/XX/XXXX we were asked to come back to the dealer to sign for finance with a different finance company and we did. At the time of purchase, we were transitioning to XXXX  but still residing in XXXX  and requested the vehicle be registered there. 
We then completed our move to XXXX  and was notified by XXXX DMVXXXX County Tax Collector that we needed a letter from our Lienholder on letterhead stating they are the lienholder as of such date, customers names, vehicle year, make, model and vin #, dated, signed and printed. I requested it from the lienholder ( Citizens One ) and they in turn only sent me a copy of the purchase agreement, which I already had. XXXX @ XXXX called and was told that we needed to obtain title from XXXX, a third party. I contacted them and was advised that they did not have title and needed to contact Citizens. Citizens sent me back to XXXX and that went back and forth for a while. 
When Citizens finally confirmed that they did not have the Title to my vehicle I was advised by them to go to the dealer. I did and was advised by the dealer that they do not hold title and they would not be able to do anything and sent me back to Citizens. After several calls and numerous hours on the phone I finally was informed by Pennsylvania DMV that the title went to the finance company the dealer submitted on the Registration request. The finance company the dealer submitted was XXXX XXXX XXXX dba XXXX and not Citizens. I notified Citizens and they sent me back to the dealer. No one there got back to me until after several calls only to send me back to Citizens. 
Citizens finally sent the letter with enough information to obtain temp tags from FL stating that they were working on obtaining title. I received the temp tag on XX/XX/XXXX. I spoke again with XXXX XXXX XXXX to be told that she thought this was resolved. I advised her that I would only be given one extension for the temp tag and that once the temp tag expires and if this is not resolved, I can not legally operate the vehicle and that since I can not legally operate the vehicle, I will then be holding payment until they can produce title to FLDMV for registration. XXXX at Citizens said that she will forward it to the legal department of Citizens to expedite it before the second temp tag expires and that someone from that department would contact me. Instead she contacted my husband, informed him that they found the title in PA and that PA does their titles electronically and should take another week. We did not hear from Citizens again. 
The extension expired on XX/XX/XXXX and I stopped the Auto Draft Payments. We now get calls and letters from the collection department of Citizens.

Dealer failed to correct their error ; Lienholder has failed to present title to Florida DMV for registration. It has been over a year and a half since FL DMV and I have requested the title. The vehicle now sits in my driveway.

Without registration I can not operate the vehicle. I would like to continue making payments but not to the lienholder ( Citizens ) until title is produced.

First and foremost, to have the title produced to FLDMV to obtain the registration for my vehicle so I can commence driving it again.

Second, have Citizens remove the late payments and provide the credit bureaus whatever documentation they may require to remove the delinquencies and restore my credit since this has now affected my credit. 
Lastly, compensation for the numerous hours spent making calls and being placed on hold, and for the stress and aggravation this has caused.

Company response to consumer: Closed with explanation