Consumer complaint received 2022-07-25
Company: U.S. BANCORP
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XX/XX/XXXX we bought and titled a boat in XXXX. In XX/XX/XXXX my husbands job moved us to XXXX. We titled all of our vehicles in XXXX  immediately and have been attempting to title our boat for four months. In that time I have spent hours on the phone with US Bank. 
In every state we have been to, the state TAX ASSESSORS titles all vehicles including boats. In XXXX  it is a DIFFERENT agency called thXXXX XXXXa Department of Natural Resources. It is all online. The required documents are the same, a bill of sale, the current registration and a copy of the title. My initial 10 or so calls to US bank speaking to " bankers '' I was told the title was being ordered, it was on the way, it takes 2 weeks. We waited and waited.

We called and called and we were yelled at, hung up on, told they did not have the title, it was in Florida, and finally they said they were not sending the title, period. 
I then received a letter from US Bank saying they wanted a letter of request from XXXX. I called the Department of Natural Resources and they said they don't do letters. I called US BANK again. I was told by a supervisor that the letter of request could come from me. I sent a letter, and the email from the XXXX  office saying they needed the title, which should suffice as a request from them. They did not respond. I called again, multiple calls, and they said they don't know who this supervisor is that told me the request could come from me, and again they were not sending a copy of the title, period. They said the only way they would do it is if Georgia sends a request. They said they get requests all the time. Yes for cars from the TAX ASSESSOR, but this is a different entity! It is not the Tax assessors office! I know what they are talking about. When we registered our car, also financed with US bank, we took in our insurance, previous XXXX registration, and we got a license plate. The tax assessor then requested the title from US bank to perfect the lien in XXXX. So when they say we get requests all the time, yes for vehicles from the tax assessor. This is not the same office! 
We have a boat, financed through US Bank, that we are paying for every month, on time, unregistered. I have never been through anything like this. We have been married for 30 years, bought and sold numerous cars, boats, etc., and unfortunately moved a lot for my husbands job. Five states so far. We pay all of our bills on time, follow the letter of the law, and this is the worst agency we have ever dealt with. We are working on refinancing the boat with someone else, cancelling other accounts to get away from them, but that will not solve the registration issue. This stand off is ridiculous and the only ones that can stop holding this registration XXXX is US Bank. 
I am attaching the letter of request from me that I was told by a supervisor would suffice. 
The email from the XXXX  Dept. of Natural Resources saying they need a copy of the title which is also a request. The letter from US Bank saying they received a request but they need a letter of request. And lastly our loan statement. The account is current with the worst bank in existence.

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