Consumer complaint received 2026-06-22 00:00:00
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: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO

Complaint narrative:
I am filing a complaint regarding Bank of Americas handling of the payoff and lien-release process for my RV loan. On XX/XX/year>, I submitted an online payoff payment for approximately {$41000.00}. After submitting the payment, I did not receive a confirmation number, confirmation screen, email confirmation, or any other documentation indicating that the transaction had been successfully processed. The loan continued to appear active, and the payment did not post for several days. Based on the information available to me at the time, I reasonably believed that my original payment attempt may not have been successful. I therefore submitted a second payment. Both payments ultimately processed, resulting in an overpayment of approximately {$41000.00}. I spent considerable time attempting to resolve the issue directly with Bank of America. Ultimately, I was required to dispute the duplicate withdrawal through my financial institution in order to recover my funds on XX/XX/year>. During this process, I experienced significant difficulty obtaining clear information regarding the status of my account and payoff. After the duplicate payment issue was resolved, Bank of America informed me that an additional balance of approximately {$31.00} remained due and that the lien release could not be processed until that amount was paid. Because I wanted to complete the payoff and obtain clear title to my vehicle, I paid the requested amount. Bank of America later refunded the {$31.00}, indicating that it was not actually owed. As a result, the lien-release process was delayed while the account was being corrected. Since that time, I have made multiple calls to Bank of Americas lien-release department and have received inconsistent information regarding the status of the lien release. On multiple occasions, I was told that documentation would mailed in 7-10 business days after the loan had been paid in each of my calls to Bank of Americas RV loan department . I received documents showing the loan was paid, but no indication about the lien release. On XX/XX/year>, I visited the XXXX XXXX XXXX XXXX and was informed that XXXX records show the loan as paid off, but do not yet show a lien release. On the same day, I visited a Bank of America branch, where employees contacted the lien department on my behalf. I was informed that the lien release was reportedly processed on or about XX/XX/year>, and that it should appear in XXXX XXXX records by XX/XX/year>. My concern is not only the delay itself, but the overall process. The lack of confirmation for a large payoff transaction, the duplicate withdrawal, the unexplained {$31.00} balance that later proved not to be owed, the delay in releasing the lien, and the repeated need for me to contact multiple departments and government agencies placed a substantial administrative burden on me as the customer. I have made repeated good-faith efforts to resolve this matter directly with Bank of America and am requesting assistance in obtaining a complete and timely resolution.

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