Consumer complaint received 2023-08-04
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I originally obtained the loan through America First Credit Union ( AFCU ) located in XXXX XXXX for my RV since XX/XX/XXXX and made payments for 1 year. On XX/XX/XXXX, I decided to trade it in for another RV, everything went well at the dealership XXXX XXXX ( XXXX ) in Utah. Not until I came back to XXXX, AFCU told me that they can not accept XXXX payoff for the trade-in RV yet because there is some issue with title and they had to fix with NV DMV . Im writing this as of XX/XX/XXXX and this issue has not been fixed. Multiple attempts have been made in-person as well as over-the-phone to understand the issue and why it takes such a long time to finish everything. Im still stuck paying for the loan even though i no longer in possession of the vehicle. Every time I had to call and lied to or being treated rudely to ( one phone rep XXXX told me in the most matter-of-factly that it could take months or years if it needs to resolve itand her supervisor XXXX at the same title department promised to call me back and did not try to ) Now I know paperworks can take a long time but this is ridiculous. They had 1 year before the tradein to discover and fix any issue with the title, then now almost another 13 months to do whatever they need to resolve it ( if they even try to ) If this is the business practice, i suspect that they did not try to do things right and make the customers ( me in this case ) suffer and keep paying for the loan to collect interests. 
Though the business responded with due to privacy laws and did not provide details, the desired outcomes were very clear and attainable. 1 ) getting the title job done with DMV - so far they are only half way done with this and this progress has not even gotten here if XXXX has not stepped in due to my complaint. Thus shown the companys lack of due diligence and neglect dreading the matter on their part 2 ) due to their gross negligence and making mistake in the title with previous owner, i had to suffer emotional and economical burden to continue paying for a loan ( and interest ) for a vehicle i no longer owned for almost a year coming this XXXX. I did my part and continued paying since i don't want to get bad credit and so far they negotiated to pay me back half of my interest. I would if I was the one making the mistake in the title to begin with, which i did not. So it is logical to ask for all the interest to be waived, not just the half they tried to put it like charity. The company is acting in bad faith and did not want to own up to their mistake. Even though a lot of thought was put into negotiation of the interest, no ETA is given since now everything is up to the Nevada DMV. I guess my next move is just blame the government for everything- nope! So, none of the 2 objectives are not achieved yet and clearly I have expressed clearly : 1 ) get the title job done with NV DMV 2 ) i will not pay for any interest due to reasons mentioned above and I would like them refunded.

Company response to consumer: Closed with explanation