Consumer complaint received 2021-12-11
Company: BANK OF THE WEST
State: TX
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:
On or about XX/XX/XXXX, we applied for an RV loan thru Essex Credit which is a division of Bank of the West. This same month, we submitted all paperwork necessary to secure the loan. There has been excessive lack of communication from Essex which prolonged the loan process, such as no address provided for submitting down payment, safety inspection, title etc. Miscommunication between Essex and previous bank regarding the RV title. Finally mid XXXX we were granted access to pick up the RV and take home. Payments to the RV loan started XX/XX/XXXX and we have continued to pay monthly. Included in the down payment were taxes, Title fees and license fees. 
Multiple calls have been made to Essex about the status of the title transaction since XX/XX/XXXX. We have continuously been told the process was in progress and within 30 days we should hear something. Various times, we have made contact w/ supervisors about the title status, they mentioned that they would escalate to the proper person and they would return the call. We have only received one call from Essex XXXXand that was to inform us that we were approved for the loan. We have never received a returned call by phone or email when there was mention of getting back to us. 
On XX/XX/XXXX, I sent a complaint letter in writing to the CEO of Bank of the West in XXXX XXXX, 10 days later we receive a letter informing us they are sorry and will be in contact, Again, no contact by phone or email. 
On XX/XX/XXXX escalation supervisor filed a full complaint of all events which was to lead to a full research and provided a complaint number/chart number and were told we would received a call of the status, as of this date, no response yet. 
More phone calls have been made to Essex and still no progress on the title. According to Essex, the RV title is to go to Bank of the West and from there to Tx XXXX. The title is still in the hands of Essex. 
XX/XX/XXXX, 2nd written letter sent to Bank of the West CEO, again a response by letter was received saying they are sorry and will be looking into it. No response. 
XX/XX/XXXX, phone call to customer service as usual, we were told the title was sent to Bank of the West on XX/XX/XXXX and once they receive the title, B of W will send to Tx XXXX for processing. 
XX/XX/XXXX, phone call to follow up on title progress w/ Essex XXXX Spoke w/ supervisor because now we are told that there is a late fee and because of this there is a delay. Again, now according to supervisor, it will be escalated to titling for follow up. 
According to our records and statements, we have not been notified of any late fees through billing, phone call or email. We asked reason for late fees and we were told because we have been out for 2 months, which is not true. 
We have been communicating with Essex thru either email and phone calls since XXXX XXXX and still no sign of progress with the title situation. 
Please help.

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