Consumer complaint received 2025-01-24 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: OFG BANCORP
State: PR

Complaint narrative:
Back in XX/XX/XXXX, I pid in full the auto loan XXXX for the amount of {$3200.00} in XXXX XXXX XXXX. The loan was under my mothers XXXX XXXX XXXX XXXX who passed away on XX/XX/XXXX. They told me that I will received the tittle and the payoff letter in approximately XXXX month. As of today no such thing has happened. 

On XX/XX/XXXX I visited the XXXX XXXX get information about how can I started the process to receive the tittle so they request me to present the Heritage Declaration and Death certificate of my mother to begin the process. They told that, in the case the bank no longer have the tittle, they wil sent a payoff letter so I can continue the process with the XXXX. 

On XX/XX/XXXX, I visited the XXXX XXXX XXXX with the requested documentation but the representative told me that he was unable to receive such documents since the XXXX XXXX. wasn't works on Saturday. He also told me to bring the documentation next business day ( XX/XX/XXXX ) to the central offices on XXXX XXXX where the XXXX XXXX Department is located and that the letter will take approximately XXXX business days. Therefore, I visited the XXXX XXXX on XX/XX/XXXX and the cashier told me that I need to visit the Auto Loan officies located on XXXX XXXX. That same day, I visited the XXXX XXXX in XXXX XXXX and request the XXXX Department, for my surprise, the receptionist told me that no such offcies exist, since the Auto Loan Dept have no physical presence. He refer me to the branch where I was attended by XXXX XXXX. She kindly oriented me about the process and receive all the documents requested. She works the documentation with the legal department and gave me the request number XXXX. Next day, she wrote me an email letting me know that the XXXX XXXX granted me authorization to request information about the loan and that their system reflect that the tittle was sent to mu mailing address on XX/XX/XXXX ( Never receive such tittle ). Also told me that I need to pay {$30.00} to request the payoff letter and as soon as they received the receipt, the letter should take XXXX days. I let her know that I'm selling thje vehicle and I need this letter ASAP since they failed to sent the XXXX and payoff letter as supposed to. 

On XX/XX/XXXX, I visited the XXXX XXXX XXXX and paid the {$30.00}. The reprsentative upload the receipt to the request XXXX. For my surprise, she told me that the letter will take XXXX business day to be sent to my mailing address. Also, taht there is no other way to received the letter beside physical mail. I sent and email to XXXX XXXX letting her know that I already make the payment since she have knowledge of the urgency of my situation. 

Today, XXXX I contacted XXXX XXXX XXXX XXXX the customer service department at XXXX, she verify the status of my petition and told me that the letter will take XXXX to XXXX business day to be received in my mailing address, but it can take less time. I respectfully let her know that I need that letter as soon as posible and I disagree to wait more than a week to receive such letter. When I request to speak with someone to accelerate the process, she told me that the request was assigned to a representative XXXX to give them XXXX week to follow up. 

For me is unacceptable that I have to wait so much for something so simple as a payoff letter, taking in consideration that the tittle was never receive on my address. Also, that there is no other way to receive the letter either by email or be prodeced directly in XXXX of their branches after paying {$30.00} for it. Taking in consideration that I need the letter to request the tittle in the XXXX.

Company response to consumer: Closed with explanation