Consumer complaint received 2021-12-07
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: U.S. BANCORP (WA)

Background : Complaint # 1 : My auto loan account was opened when I purchased this new car back to XXXX in XXXX. I moved to XXXX State in XXXX and requested to transfer the title to the state. Instead of fulfilling this request, U.S. Bank sent a copy of the title to the local DMV at XXXX State and at that moment, I did not know the title was never transferred from XXXX to XXXX, because I was successfully received the new vehicle registration under XXXX state. I found out the title was never transferred when I paid off the auto loan in late XX/XX/XXXX with US Bank. I was told that the process was never completed and US Bank had zero responsibility for it. As a lender to hold the lien of the loan, how would they have zero responsibility when customer request the change? 

Complaint # 2 : - On XX/XX/XXXX, I paid off this auto loan with US Bank, I confirmed with the representative ( on the day of payoff and XXXX when I called the customer service ) that it will take 10 business days to send out the release on lien. 
- On XX/XX/XXXX, US Bank claimed that they sent out the release of lien. ( I confirmed on XXXX with calling the representative ). 
- On XX/XX/XXXX, I still haven't received the release of lien so I called again, I was advised that the doc will be sending out on XX/XX/XXXX, it was never sent out before that day. 
- On XXXX, I still haven't received the release of lien so I called again. I was told the paper was sent but became a returned mail because US Bank had made a mistake on the address line, as a result. US Bank at this point, chose not to correct this mistake and proactively resend the doc again to the customer. I confirmed the bank does not have any policy to take care of this until the customer calls to request a resend with the representative. I requested the resend of the doc, then I was told it now takes another 16 business days for them to process. 
- Later, on the same call on XXXX, the representative, XXXX, said that she never said there was a returned mail, but an invalid address was made on the electronic title, so I have to wait XXXX state to send me the copy of my title but it takes 80 business days, and she told me to call DMV to follow up instead of calling US Bank. 
- I requested to escalate the call to a supervisor, because XXXX is really confusing me. And, the supervisor, XXXX confirmed that I will be receiving a release of lien in mail in 3-7 business days. 

At this point, I am very confused about the situation. Because obviously, from my experience with US Bank, the auto loan team is far less than being professional and provide below than average customer experience. The customer service team definitely needs training on the customer services and knowledge about the procedure. Not only they are confused with their internal records and information ( No new info was added during the call, I was just reviewing the previous records on dates and letting them know I did not receive the doc ), they failed to listen to customers ' concern and made wrong assuming with the situation to confuse the customer. ( XXXX, especially ). 

That made me wondering did the Bank put enough resources to the team to handle customer request or chose not to provide proper customer cares because of the account is paid off and no longer profitable? 

Why it would take so long to release a doc to the customer? When at the meanwhile I have no problem of receiving statement from US Bank, but they said the doc that sent earlier was with an invalid address? 

How would their internal audit and CFPB audit their desktop policies to make sure the Bank is comply with the regulations on handling loan related documents to the customers in this matter?