My complaint is with Innovate Auto Finance. Last XXXX my auto loan was still with XXXX XXXX and unbeknownst to me they sold it to IAF. 

From the get go I have had issues with this company. Whenever I would make a payment using my card, I would get calls stating that I still owe them that months payment. What had happened is that they never linked my account to the card I was given from the previous company ( as I still thought that my auto loan was still held with XXXX XXXX ). This happened several times until finally I was speaking with a representative and they told me that I was able to pay online. Easy problem solved. 

Then came XX/XX/XXXX, my vehicle registration became due and I never received a letter from the DMV stating this. I was unsure as to what was going on so I contacted the DMV, contacted IAF, each company blaming the other. I was told that they hadnt sent a letter to DMV until XX/XX/XXXX, which already puts my registration past due date. Putting me in limbo again. I was also told by IAF that I needed to pay a fee with the DMV before they could resend a letter. I contacted the DMV and they stated that this was not true. I then decided that I would make my first of 2 trips to DMV to speak with a live person on Friday XX/XX/XXXX.  I fortunately had off of work that day as I spent 4 hours there just for the lady to tell me that the XXXX location nor the XXXX location had seen anything for me from IAF. I asked what is exactly that this company needed to do, I was told the same exact thing again, have proof sent from the company that they are now in fact the new lien holder. I also asked if I had any outstanding fees with the DMV ( besides the late fee for the registration ) and the lady said no. I was not able to get a temporary tag at this point as the lady stated there was no proof that I had been in contact with IAF on file. This was a constant back and forth with IAF was almost daily, as I would have to use my 30 min lunch break not to eat rather using it to try to get to the bottom of this issue. 

On Friday XX/XX/XXXX I spoke with XXXX and XXXX from the IAF, who assured me that if I told her what was needed and how to get in touch with the DMV, I did so over the telephone I gave her every piece of information she may need to contact the DMV. XXXX stated she would send an email as well as a notarized, certified letter to the CA DMV regarding this and that they are in fact the new lien holder. I was told this matter would be solved no later than Monday XX/XX/XXXX or Tuesday XX/XX/XXXX. I called back IAF on XX/XX/XXXX and spoke with XXXX. I asked if I could get the tracking number for the certified letter. XXXX stated that there was no tracking number as this letter was not sent certified and that the letter had only been just sent XX/XX/XXXX. I was then transferred to a manager, XXXX, she assured me that once the letter is received that everything would be good to go regarding receiving my registration. I waited a couple days then checked on the DMV website to see if I could access the registration online. It was giving me the same message as before that there is paperwork needed from a lien holder. I thought that was odd and decided that maybe it needed to be updated. 

XX/XX/XXXX, I then decided that I would make my 2nd trip into the DMV on a Friday I had off of work again and spent about an hour there for the lady to tell me again, the XXXX location nor the XXXX location were never in contact with IAF and they have never seen anything for me from IAF. I asked what is exactly that this company needed to do, I was told the same exact thing again, have proof sent from the company that they are now in fact the new lien holder. I also asked if I had any outstanding fees with the DMV ( besides the late fee for the registration ) and the lady said no. However, this time I was able to get a temporary registration which has since expired at the end of XX/XX/XXXX.

XX/XX/XXXX I decided since the phone calls werent working, I would try emailing so I sent the first of many emails regarding my trials with this company to try to get somewhere. I got an email back stating that the company was reviewing my registration and the late fees {$150.00} I incurred because of their companies inattentiveness, asked me to send my receipt showing the paid registration and late fees. I did so almost immediately. I was also told in that email on XX/XX/XXXX that my complaint was being sent to a supervisor. Then, come to find out, the supervisor was out that whole week and would be until XX/XX/XXXX. At this point, we were just about at the 6 month mark that my registration is past due. I was able to pay the late fees and regular fee for a temporary tag which has since expired. On XX/XX/XXXX, I received an email stating that this issue has been escalated to a higher level. The email also stated that they were unsure as to why this is taking so long and that really do wish that there is more they could do for me and apologize for this experience with my registration. That automatically tells me that they are taking blame. I am sick of getting the run around about it being sent to the supervisor. Im not exactly sure if they even have a supervisor, to be completely honest. As of right now, XX/XX/XXXX, there have been 47 emails sent. The last correspondence from IAF was XX/XX/XXXX after it had been radio silent since XX/XX/XXXX. One whole month! The email that I received XX/XX/XXXX states that there is no timeframe as to when I will have my registration and asking me to send a form to them from the DMV as to what exactly they need and requesting that if I need a faster response I need to send it to XXXX XXXX XXXX. It is not my job to tell them how to do their job. 

This tells me that they lied about the letter or anything ever being sent to the DMV, their supervisors, upper management, there was never any escalation. This is beyond disappointing. I have spent countless hours working with the CA DMV and Innovate regarding this matter. Everything that the DMV has related to me, I told IAF and vice versa. The DMV states that all they are missing is literally a letter with proof that IAF holds the loan. I documented conversations with the customer service reps as I felt that this could become an issue. This all should have been taken care of the moment this was purchased and gone off seamless, I should not have to be involved whatsoever. Never once was this an issue with the old loan place. State law requires that the new owner of the loan must submit all pertinent paperwork within 30 days. 
Call me crazy, but wouldnt it be so much easier to just send the necessary paperwork that may take a little time rather than to constantly screen emails from angry customers? 

Nothing has happened thus far