Consumer complaint received 2019-03-12
Company: Innovate Managed Holdings, LLC
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
My complaint starts with Innovate Auto Finance. Last XX/XX/XXXXmy auto loan was still with XXXX XXXX and unbeknownst to me they sold it to IAF. From the get go I have had issues with this company. When I would make a payment using my card, I would get calls stating that I still owe them that months payment. What had happened is that they never linked my account to the card I was given from the previous company ( as I still thought that my auto loan was still held with XXXX XXXX ). This happened several times until finally I was speaking with a representative that I paid this way and they told me that I was able to pay online. Easy problem solved. Then came XX/XX/XXXXof 2018, my vehicle registration became due and I never received a letter from the DMV stating this. I was unsure as to what was going on so I contacted the DMV, contacted IAF, each company blaming the other. I was told by the loan company that the loan company hadnt sent a letter of proof to DMV until XX/XX/2018. Which is already past my registration due date, though the DMV stated that they never received this very important document. Putting me in limbo again. I was also told by the loan company that I needed to pay a fee with the DMV before they could resend a letter. I contacted the DMV and they stated that this was not true. This constant back and forth with this company was almost daily, as I would have to use my 30 min lunch break not to eat rather using it to try to get to the bottom of this issue. On Friday XX/XX/2018 I spoke with XXXX and XXXX from the IAF, who assured me that if I email her was is needed and how to get in touch with the DMV, she would send a notarized and certified letter and this should be lifted no later than Monday XX/XX/2018 or Tuesday XX/XX/2018. I called back IAF on XX/XX/2018 and spoke with XXXX. I asked if I could get the tracking number for the letter. XXXX stated that there was no tracking number ( was not sent certified ) and that there was a letter that had only been sent XX/XX/2018. I was then transferred to a manager, XXXX, she assured me that once the letter is received that everything would be good to go regarding receiving my registration. I waited a couple days then, optimistically I checked the DMV website to see if I could access the registration online. It was giving me the same message as before, that there is paperwork needed from the lien holder ( loan company ). I thought that was odd and decided that maybe it needed to be updated. I went into the DMV on a Friday I had off and spent 4 hours there just for the lady to tell me that the XXXX location nor the XXXX location had seen anything for me from IAF. I asked what it is exactly that this company needed to do, I was told the same exact thing again, have proof sent from the loan company that they are now in fact the new lien holder, the same thing that I had been telling the loan company all along. I also asked if I had any outstanding fees with the DMV ( besides the late fee for the registration ) and the lady said no. I was able to pay the late fees and regular fee for a temporary tag that has since expired at the end of XX/XX/XXXX. 

Since XX/XX/XXXX, I have exchanged over 50 emails with the loan company promising that they have my forms and continues to apologize that this is so delayed and that if I also submit a receipt showing that I paid the late fee, I will be reimbursed. I ask where my registration is and I typically dont get a response for several weeks to a month. I find that way to conduct business highly unacceptable. Then I got an email asking what forms exactly are needed, this is all on the same email thread stating that they have the forms needed. 

Then on Friday XX/XX/2018 I spoke with XXXX who then transferred me over to XXXX XXXX. She continued to state that she is the VP of the loan department and that she has no idea what is going on and that I need to send her exactly what it is that is needed for the DMV. As a loan company who deals with customers around the country, it is not my job to know what is needed, I believe that would be hers. She was beyond rude, cutting me off when speaking, accusing me of yelling at her when she was the one who was raising her voice to try and speak over me, she was condescending and hung up the phone on me. Leaving me again in limbo regarding the state of getting my registration. With her being a VP for this company I would expect professionalism and amazing customer service. That I did not get. Though the way this company seems to run, Im not surprised because they have a terrible work ethic and treat customers like they are beneath them. We the customer and consumer are the reason why she has a job. 

I also made my last payment to pay off the loan and the car and the company has yet to send me my title as I now own the car.

Company response to consumer: Closed with explanation