Consumer complaint received 2021-12-12
Company: U.S. BANCORP
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
( I was unable to find an option that matched my complaint, so I chose the one that most closely matched ) Due to a mistake by US Bank, I have been unable to drive my car XXXX since XX/XX/XXXX. 

In early XX/XX/XXXX, I applied and was approved for an auto loan for my XXXX XXXX XXXX ( lease buyout ) with the US Bank branch at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. After signing the paperwork and getting the loan funded, I thought the process was completed. However, unbeknownst to me, US Bank had instructed the previous lienholder, XXXX XXXX, to mail the title to their back office instead of me to start the title transfer process. I was not informed of this development, assuming that as usual, I would be mailed the title directly and complete the process, along with paying taxes, fees, and registration, at the DMV. 

In early XXXX, I attempted to renew the registration of my vehicle at a DMV Kiosk, but I encountered a strange error. After a few visits to the DMV, I found out that in fact I would not be able to renew my registration at all due to an in-progress title transfer, and the only way to finish the process would be to bring the title to the DMV, along with the bill of sale and loan documents. At this point, I reached out to XXXX XXXX and was informed that the title was in fact delivered to US Bank on XX/XX/XXXX, and that they should handle all the paperwork. 

After a few months of radio silence, the XXXX XXXX US Bank branch reached out to me on XX/XX/XXXX and asked me to sign the title, as well as pay taxes on the title transfer. I did as instructed the following day. My vehicle 's expired registration had already amassed hundreds in late fees, and I inquired as to whether these could be covered, but was informed that this was up to the back office. I further inquired as to when the title transfer process would be completed, but I was again informed that their hands were tied, and that this was all up to the back office. 

No one I spoke with at US Bank offered any hint of accountability or even willingness to help solve my problem. I called both the branch and US Bank 's main customer service line numerous times over the past few months, but each time I was told that the best they could do is send an email and get back to me. Not a single employee of US Bank or their call centers has ever followed through on their promise to call me back. 

XXXX XXXX of the XXXX XXXX US Bank location claimed repeatedly that this error was not caused by him, and he too was at the mercy of the back office. When speaking to other customer service representatives and asking to speak to this " back office, '' I was informed that they were an internal team and not contactable by the outside world. 

Calling in weekly for status updates, I was repeatedly informed that the back office had not yet received the title from the branch. Furthermore, every agent, despite what I can only assume to be copious notes on the account, appeared oblivious to the fact that the branch had even sent the title back out, for there was no internal documentation regarding the matter. To add insult to injury, I even received a letter from US Bank in XXXX asking ME where the title was, and that I should send it in if I had received it in error. This complete lack of organization was frankly appalling. 

In my most recent communication with US Bank on XX/XX/XXXX, I was informed by a supervisor that the title had yet to arrive at the back office, and in fact he had no access to any information as to where the title might be. I practically begged for any ability to escalate the issue and talk to someone who might be able to actually help me, for I had now been without my car for several months, but alas this was not possible. As with every representative before him, he sent out an email to the " back office '' and promised to call me back. I later sent the attached letter, which contains more information, to the CEO of US Bank, XXXX XXXX.

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 non-monetary relief