Consumer complaint received 2024-03-26
Product: Vehicle loan or lease — Lease
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 (ID)

My auto lease through US Bank had a lease end date XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, I placed 4 calls to the lease servicing department ( XXXX ) requesting a payoff quote and information on the procedure to purchase my vehicle. After being assured on 3 seperate occassions that paperwork had been mailed to my correct address, I still had not received anything in the mail other than 3 seperate letters verifying my address, but nothing else. I called once again on XX/XX/XXXX but was unable to get any resolution, so that afternoon I visited a local US Bank branch to seek help. After almost an hour and many phone calls to various departments, a banker was able to get this paperwork faxed in and printed off for me. 

All appropriate documentation to purchase the vehicle and payment was sent via certified mail on Thursday, XX/XX/XXXX and received by US Bank on Monday, XX/XX/XXXX. NEVER did I receive the paper work that was supposedly mailed to me 3 different times. 

I called the lease servicing department on XX/XX/XXXX to follow up on the status of the paperwork being processed. I was told that all documents had been processed successfully the week prior and a title would be sent to me within 5-10 business days of that event, and that it would be in the mail within the week if it had not been sent already. 

On Wednesday, XX/XX/XXXX, after having not received the title and lien release, called into the lease servicing department for another status update. The representative informed me that there had been an issue processing the title and that while delayed, it was in the mail, and to call back in if I had not received it by Monday, XX/XX/XXXX. 

On Wednesday, XX/XX/XXXX, I had still not received the title. I placed 2 calls to the lease servicing department which were intentionally forwarded or disconnected by call center staff. On the 3rd attempt, I was able to connect with a representative who, after putting me on hold a collective 40 minutes, told me that the title had never actually been mailed, and that it was stuck with the titling department. She also stated that there was no phone number I could call to talk to the department. I asked her to escalate my case, which she did while I was on the line. I was told I would receive communication on the issue within XXXX hours. As of today, XX/XX/XXXX, there has been no communication from US Bank. 

Also on XX/XX/XXXX, shortly after the encounter described above, I sent a message via XXXX to US Bank as a last resort to escalate my case. I received a call from a US Bank " ambassador '' named XXXX, who seemed very concerned about the overall experience I'd had. He said he would be looking into it and get back to me within 48 hours with an update. Again, as of today, XX/XX/XXXX, I have received no communication from XXXX even after calling his corporate phone line and leaving a voicemail. 

I was provided a case number in the XX/XX/XXXX interaction which I can share if necessary. 

The title and lien release should have been received well over a month ago. This is preventing me from selling the vehicle which will result in financial damages if not resolved immediately.

While this complaint is categorized as an issue with the lease end/titling, at NO POINT did I receive ANY communication from US Bank regarding lease end procedure.