Consumer complaint received 2020-06-22
Company: REGIONS FINANCIAL CORPORATION
State: NC
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:
In XXXX of 2020, I opted to purchase a used vehicle from a friend. 
I live in North Carolina, he lives in Georgia. He didn't own the vehicle outright, it was financed with REGIONS BANK, the original finance company when he purchased the car new. So, in an attempt of convenience, I opted to take out a vehicle loan with REGIONS BANK for the balance owed, to streamline the process. 

My loan was approved on Friday, XX/XX/XXXX. On Monday, XX/XX/XXXX, in additional communications about the loan with XXXX XXXX and XXXX XXXX, I included in my email communication about the location difference of myself, in NC, and the seller/vehicle residing in GA. I advised that the seller and I could meet at REGIONS BANK branch in XXXX, SC, on Friday, XX/XX/2020, to complete the vehicle sale and paperwork and I would take the vehicle at that time, and the loan rep set up the appointment for me. 

A branch rep with REGIONS BANK in XXXX SC, XXXX XXXX, advised me ON that day of the loan closing, that I also had to pay REGIONS BANK for North Carolina tax, registration fee and tags. I would not be allowed to complete the loan to purchase the vehicle without paying the NC DMV fees to them, either in cash or rolling into the vehicle loan. This information and expectation was not divulged during the time prior to XX/XX/XXXX. I opted to roll it into the loan as I was not prepared with the additional funds due to the lack of that very necessary information. XXXX advised after the paperwork was completed that I had everything I needed and to just take the paperwork to NC DMV to obtain my NC license plate. 

On Tuesday, XX/XX/XXXX ( after XXXX XXXX ), I arrived at NC DMV, waited my turn in line for a license plate, and presented the paperwork. The DMV clerk asked for the title. NC DMV requires the physical title to register a vehicle. No title, no registration, no license plate. I was quite taken aback by this, and I immediately called XXXX at the REGIONS BANK XXXX branch, told him I was at DMV and what the DMV clerk was telling me - no title, no registration, no plate. To make sure XXXX understood what DMV needed, I asked the DMV clerk to speak with XXXX directly, using my phone, so everyone understood what seemed to be missing, keeping me from obtaining my license plate. Afterwards, I got back on the phone with XXXX, and he said he would send an email to contact someone in REGIONS ' auto department to send the title work to the DMV contact and address as provided by the DMV clerk during their phone call. I attempted to contact XXXX multiple times about the status of the title over the following week and a half, because nothing was happening. His response to me was he was waiting for someone at REGIONS to respond to his email, and he would get back to me. He never reached back out to me, then when I contacted him, he said not to call him anymore, he can't help me. He, REGIONS BANK " Financial Relationship Consultant, '' ghosted me, the customer, who was forced to pay these DMV fees with no advance communication, and now ZERO ASSISTANCE. 

Today, XX/XX/XXXX, a month later after completing the loan paperwork, after making the first required payment, after multiple phone calls to the REGIONS BANK loan and customer service phone numbers - SO MUCH RUN AROUND, multiple excuses, volunteered misinformation, and I STILL HAVE NO TITLE for a vehicle I AM PAYING ON A LOAN FOR THAT I CA N'T DRIVE!! And no one - NO ONE - I talk to seems to know how to get it, what's involved, or even direct contacts in their own company!! I can not believe I have continually interacted with so many people who know nothing and can't seem to help me - like it's either their first day at work, the first car loan ever processed by this national bank, or the department that maintains the car titles at REGIONS BANK is so TOP SECRET it's not even listed in their company directory. I was even advised to ask my friend, the seller, to go to Georgia DMV and ASK THEM FOR THE TITLE!!! In an attempt to help me, he did, and what did Georgia DMV say??? They don't have it, contact the company that had your vehicle loan, which was REGIONS BANK!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief