Consumer complaint received 2021-08-09
Company: FC HoldCo LLC
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:
- In XXXX of XXXX, we moved from XXXX  to XXXX  for new opportunities. The State of Florida is a title holding state and will only allow you to resister a vehicle if they have the title. Around XXXX or XXXX of XXXX we called Flagship Credit Acceptance and told them we needed them to send the title to our vehicle ( XXXX XXXX ) to the Florida DMV so we can register it. They advised they would send an email request to the title department because no was there due to Covid. Everything was closed at this point due to Covid so no follow up with Flagship was for a while and they stated they would email the Title Department and send the title. We would register when everything was back open. 
- XX/XX/XXXX, I received a citation for expired tags on the XXXX XXXX. A {$10.00} non moving violation, with 30 days to register the vehicle. The FL DMV has not received the title at this point. A new request was made to Flagship Credit Acceptance via email on their webpage to send the title to the FL DMV. They responded they could not discuss over email. A call was then made to Flagship and a new request was made again, to send the title. They advised they would email the Title Department and take care of it. 
- XX/XX/XXXX, the FL DMV still has not received the title and the vehicle remains without current registration. On XX/XX/XXXX, a new email was sent to the Flagship with an attachment containing the paperwork from the FL DMV for Flagship fill out if they needed it. On XX/XX/XXXX, I was pulled over by the police in another vehicle XXXX own and was told my Driver License was suspended. The suspension is due to not registering the XXXX XXXX and not paying the fine. A fine that I can not pay without current registration and now have to pay hundreds of additional dollars in fees to get my Diver 's License reinstated. 
- A call was made to Flagship on XX/XX/XXXX and was told a new request to the Title Department would be made and expedited due to the situation. We were also told, that our payment due would be deferred since we we had to pay fines and confirmed our next payment would be due XX/XX/XXXX - XX/XX/XXXX A follow up call was made to Flagship to make sure the title was sent and spoke to a supervisor. We were advised again, only a request was sent to the Title Department with no confirmation and that a payment was due. I was upset with Flagship at this point. The supervisor then told us he had spoke to senior management and the Title manager. I was told and guaranteed the paper title would be sent to the FL DMV via over might mail that day. The title would be in the possession of the FL DMV no later than Tuesday XX/XX/XXXX. 
- On Thursday, XX/XX/XXXX, a call was placed to the FL DMV and we were told they still do not have the title and cant register the XXXX F XXXX. A call was placed again to Flagship on XX/XX/XXXX and was told the deferment was not approved. Another all was then made to a supervisor. The supervisor then stated only a request was sent to the Title Department and there is no confirmation the title was sent. He also advised the deferment wasn't approved and there was nothing they could do. I tried to get him to do something, anything, but he said there was nothin they could do. I advised to have the senior manager XXXX XXXX call me and hung up. I then sent XXXX XXXX an email via XXXX advising of the title issue and to reach out. 
-Later that day on XX/XX/XXXX, I received a call from XXXX XXXX XXXX my cell phone. I went over the entire story and told him we are not paying anymore until the title issue was resolved and the vehicle was registered. He confirmed only a request to send the title was made via XXXX and no confirmation it was sent to the FL DMV. XXXX stated he understood and would me back first thing Friday morning. I told him I had no intention to file any complaint if he would resolve this. To this day, XXXX or anyone at Flagship hasn't called and the title ... .. still hasn't been received by the FL DMV and the XXXX remains without current registration and I remain without valid Driver 's License. Copies of emails and proof of tickets are available upon request

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