Consumer complaint received 2016-08-08
Company: HUNTINGTON NATIONAL BANK, THE
State: GA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
This is regarding a car title in the name of XXXX XXXX XXXX XXXX who recently passed away and who left me his car as inheritance. I could not find his car title so I looked in his documents and found an application for a car loan with Huntington Bank but with no account number or balance. When I called the bank and told them about the above facts they did n't want to disclose to me the information I needed, not even if they in fact had a title and a balance on that loan, but did n't even tell me what I should do to obtain it. They said I needed to go to the bank in person but did n't say which branch ( please notice that I live in XXXX, XXXX. and not in XXXX and have no idea which branch was the loan filed at ). I finally accidentally, after repeated phone calls, found a choice on their phone menu where I could find out information on behalf of others if I had their s.s. or account number ( I had his social security ) and could confirm that there was a balance on the car loan and that they obviously had the car title. After I confronted them and asked why they did n't share this with and make me aware of this choice instead of denying it, they said that they could n't tell me! Finally after getting very frustrated because in the meanwhile the loan accrued late fees and I still could n't obtain the title I had to " raise my voice '' and demand to speak someone right now they said that I needed to contact their probate office. I called there but there is no one live at the number so one has to leave a message and wait to be called back, in the meanwhile other time passing ... Finally they called back to share that I needed to submit documents which I immediately scanned and emailed them to their probate office : death certificate and affidavit of the car beneficiary, I. They gave me a case number and then told me to call the DMV closest to my city after a few days because they would have the car title. After a few days I called DMV in my city and they said that they did n't have and could n't have any title and the only way would be to submit the said title in person to do the tag chance from Ohio to Georgia. It is obvious that at Huntington bank they do n't know what they are talking about. After that there were several other calls with various wrong information. This morning ( XXXX XXXX ) XXXX XXXX XXXX called me from Huntington to inform me that I could not have the title because I needed to contact probate office in XXXX XXXX and needed to change the car title in my name there first. So all these days, actually weeks of innumerable painful phone calls, submitting documents, sending me on wild goose chase to every time having to begin explaining to each representative the process all over again not to list here the frustration involved in it, all for nothing. This is the worst customer service assistance, if one can call it that, I have ever had. It is obvious that there is no internal communication, there is no training of their employee because they do n't know what they are talking about. There is no training on how to communicate with customers because they are also rude and shut people up and instead of listening to what they have to say they want to talk first. I feel offended and abused from an institution that after all survives thanks to the customers money. I just wanted to find out the balance, pay for it, get the title and able to sell my car. This whole matter has been damaging because the car loan is accruing late fees, my car is sitting in the street loosing value and I am getting frustrated, nervous and sick over this matter that seems to be an infinite painful austerity when it could have been a relatively simple matter. 
Ultimately what I want is pay the original balance of the loan at the time XXXX XXXX passed on XXXX XXXX, get the car title It is what I would have done had they not obstructed me with their incapacity

Company response to consumer: Closed with explanation