Consumer complaint received 2021-09-13
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
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:
I closed on a loan on XX/XX/XXXX and had not received confirmation from Huntington Bank that they had started the process to order my title from the state of Michigan by XX/XX/XXXX when I had to go to the DMV and place the order for my own title. I had prepaid for the taxes and filing fee to Huntington for them to pay the taxes for my vehicle. I was able to confirm on XX/XX/XXXX that the prior owner 's credit union had released the lien on XX/XX/XXXX. I had called Huntington multiple times and kept being told that they had not received the lien release. I had my daughter even go to the branch and she was given this same wrong information. I had no choice but to get my own title. My vehicle had been sitting undriveable because Huntington had not even begun the lien release process or their reps were too incompetent to know how to find the information. This wrong information forced me to have to pay another set of taxes and filing fee along with a duplicate title. To put this hardship into context, I am XXXX years old and a 4 time XXXX survivor who lives on 2/3rds of a XXXX. I had to wait in line for over an hour with my walker. My last call to try to get a refund was on XXXX. I was on hold again for almost an hour between waiting to get transferred to the right department and speaking with an installment loan rep. I was so frustrated i gave permission for my daughter to speak on this issue until the problem was resolved. I was assured she could receive the information. To my utter dismay and frustration, she called today XX/XX/XXXX after not receiving a promised call back. She waited for a call back for an hour and on hold for another 10 minutes as the first rep tried to find her help. She was finally transferred to a rep. She explained that I gave permission which was documented to speak on my behalf. The is rep showed no care to listen or help. He stated, you are not on the loan and I can't help. She explained i gave her permission and it was documented. He didn't seem to care and stated again, you're not on the loan and I can't look for that note because it would give away information. Now if a rep won't look how can he confirm. The previous rep we spoke with on XXXX sent an email to her manager named XXXX and supposedly documented everything for us to get a call back. That never happened either. I am so upset that this rep didn't even reach out to a supervisor or try to help. This bank is ridiculous and I believe is purposely making it hard for elderly customers to get help. The long wait times, no help from qualified agents or care to resolve issues seems to be this banks motto. Its great they give people 24 grace but how about 24 hour help. I want my money back since Huntington did nothing and was incompetent in their information. How can three agents not see a lien release has been received and then when their incompetence costs a person a fixed income half of their month income, do nothing to help. I want reimbursement for my fees.

Company response to consumer: Closed with monetary relief