Consumer complaint received 2017-06-30
Company: FORD MOTOR CREDIT CO.
State: VA
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:
We obtained a boat loan in XX/XX/XXXX thru XXXX XXXX based in XXXX, TX who is now defunct. The loan was transferred to Volvo Car Finance North America. The loan was paid off in XX/XX/XXXX. In XX/XX/XXXX, I need to sell or give the boat and trailer to charity and need a clear title to the trailer.The Virginia DMV will not give me a clear title because the title is registered to XXXX. I have called the XXXX number listed on a bill from XX/XX/XXXX since XX/XX/XXXX and have not gotten any results. Volvo will give me a no interest letter, but it does not explain how Volvo obtained the loan and where is XXXX. DMV will not give me a title without that explanation & Volvo refuses to do so. They claim they never heard of XXXX, do n't know how they got the loan ... But we paid our money to XXXX for years, so obviously if we had been in default they would have found a title to sell it with. My last 2 contacts in XX/XX/XXXX have been with a XXXX and a XXXX at the phone number listed on the bill. Every time I call I may get a call center in Tennessee or Nebraska. I spoke to those 2 in Tennessee because the 2 release letters I did get were from the address listed in complaint form. The following is what the VA DMV needs for me to get the title '' Submit evidence to DMV that a lien release can not be obtained from the lienholder due to the lender going out of business, merging with, or being taken over by another business, along with evidence that the lien has been satisfied. Evidence of lien satisfaction may include, but is not limited to the following : For lenders that are merged with, or taken over by another company/corporation/or lender, customer must include a lien release for the vehicle from the company/corporation/or lender with whom merged and supporting documentation linking the original lienholder with the merged or takeover lender. " DMV further explained : " Volvo Car Finance should be able to provide documentation of when they took over the lien or when they merged with the old lienholder or bought the company. If they ca n't provide that documentation, have them provide you a signed and dated letter on company letterhead stating that they are unable to provide the documentation of when or how the lien was acquired ''. My problem is that Volvo refuses to explain this. I can call them and give them the VIN number, my name & address and without so much as batting an eye, they will give me a release letter. How can they do that without knowing if they have a vested interest in the boat? But to get them to write how they acquired the loan, etc, they will not do. I have faxed to XXXX my supporting letter, my trailer registration, and a copy of the monthly bill from XX/XX/XXXX. That last occurred on XX/XX/XXXX to the fax number XXXX. I have heard nothing from XXXX or XXXX since XX/XX/XXXX. I need that title to the trailer as I am moving and wish to sell it or give it to charity. It has to move. Any help you can give is greatly appreciated.

Company response to consumer: Closed with explanation