Consumer complaint received 2016-12-08
Company: TD BANK US HOLDING COMPANY
State: OR
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I purchased a XXXX from XXXX in XXXX, XXXX in XX/XX/XXXX. My mother consigned with me, and a loan was taken out via TD Auto Finance by the dealership to fund the remainder of the car 's costs not covered by our down payment. Later, on XX/XX/XXXX, I moved from XXXX, XXXX to XXXX, XXXX, and began the process of trying to register my vehicle within the new state. 

During this time, I was given instructions multiple times by multiple customer service representatives of TD Auto finance on the process of transferring my title to the XXXX DMV offices, to begin the process of re-registering my car within the new state. Much of this information was contradictory ; I was told I had to remove my mother 's name from the lease, but that I could not mail the title to my new address in XXXX, because her name did not fit the mailing address. I was told that my title had been mailed out on two separate occasions, and then that it was held up at the XXXX DMV office in XXXX, due to the errors committed by ( I believe ) TD Auto in removing the extra name from the title. I finally was told by the DMV of XXXX to fax a form of title request to TD Auto, with information on where to mail the title. Upon doing so, I contacted TD Auto again, asked to confirm the fax was received, was placed on hold, and the call then dropped. This had happened multiple times, both to my mother and myself, on separate occasions when inquiring about information regarding my title. 

As of XX/XX/XXXX, I finally paid off the remainder of my loan, in the hopes that the title would be mailed to me directly after. More than a month later, after multiple calls to no less than four different TD Auto representatives, when I was finally told that I was supposed to have received the Lien Release Form. This form arrived 4 days later, two weeks before XXXX, and I was told by TD Auto representatives to bring that form to the XXXX DMV, who would then request my title be mailed to them directly. The DMV informed me, in turn, that I was supposed to have received the title, alongside the Lien Release Form, directly at my place of residence. I then contacted TD Auto again, knowing that my loan had been settled two months prior, and they finally told me that my title had been mailed out XX/XX/XXXX ; they did not send it out with any form of tracking, registered mail, or certified mail. Merely first class, with no way to know where it was. When I inquired how long it would be until I received my title by mail, I was told 10 business days. It has been well past that point, and my title never arrived. I can not locate it via my local USPS branch, as there was no tracking or identifying information attached to my title, and thus there is no way to know where it ever went. 

It has been nearly 17 months since I began attempting to obtain my title from TD Auto, in an effort to register my car in my new state of residence. I can not legally drive in the meantime, as my registration and thus insurance have both expired, and I can not re-register my car without my title. The Lien on my car has been released since XX/XX/XXXX, with nothing but the Lien Release Form to show for it. TD Auto Finance has neglected to do anything further in assisting me, other than passing me on to their Title Department, who has offered no solution outside of paying in full for a new title again.

Company response to consumer: Closed with monetary relief