Consumer complaint received 2021-08-28
Company: General Motors Financial Company, Inc.
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:
Complaint # XXXX On XX/XX/XXXX I purchased a vehicle in Michigan ( my lease was finished, and I had the option to purchase it ). The dealership didnt respond to my calls and then I called GM Financial and they stated it was done online by XXXX XXXX a part of GM Financial. I did all the paperwork online and received a copy of the Michigan application for title. And GM Financial sent all the payment info. Michigan isnt a title holding state. Purchasers receive the original title ( lien or no lien ) and you get it via the mail. In my job history, I worked for 22 years in the XXXX  XXXX, so I am aware of the process. I have never received the title in the mail. This all occurred in the pandemic, so I waited. I also sent 2 emails to the Secretary of State ( SOS ) and never got responses. I called GM Financial in XXXX after I got my tab renewal and asked why I didnt get a title as I had a copy of the title application. They stated they didnt have it and to apply for a Duplicate. 
I paid {$15.00} and applied for a duplicate online. I still didnt receive it. Then I could finally get an appointment at the SOS. So, I went on XX/XX/XXXX in the morning. The SOS informed me that the XXXX  after the validation was a special mailer ( I have attached a copy ) stating that I had authorized them to have the title sent there. She said both copies went to GM Financial in XXXX, MD. I was shocked as I didnt sign a special mailer for that to happen, nor was that ever disclosed to me. I went home on XX/XX/XXXX and called GM Financial late morning and after holding I got through and explained the situation ( spoke with XXXX ) and then was told they would transfer me to XXXX XXXX ( XXXX ) XXXX-XXXX  as they did the paperwork. I spoke with XXXX, who looked at it and I stated Im in Michigan and they dont hold the title, why did the SOS state a special mailer form was submitted with the title paperwork and the title was sent to GM Financial and sent to Maryland? Both the original and duplicate were sent there. After waiting patiently on hold for a long time, she apologized and stated the manager was reviewing and she would call me back and it might not be until the following day. She also stated that if the title was held in error, she would XXXX XXXX me the title if necessary. We exchanged and confirmed phone numbers. On Wednesday, at XXXX  in the afternoon, I called back and asked for XXXX as I hadnt gotten a return phone call. XXXX answered the phone. I went thru it all again and he was agitated that he had to listen to all of this as I stated that Michigan isnt a title holding state and why did they send a special mailer with the title application when I didnt sign that or know about that. He stated I needed to call GM financial. I was getting upset and said I did that, and they transferred me to XXXX. He also stated that I needed to Shut Up and listen to him or he would hang up. I hung up the phone. I continue to get the same run around and no answers and I am spending hours of my time trying to resolve with no cooperation. I have great credit and I purchased the car in Michigan, I am supposed to get the original title mailed to me. As far as GM Financial holding the title that was never disclosed to me.

Company response to consumer: Closed with explanation