Consumer complaint received 2025-04-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: NAVY FEDERAL CREDIT UNION
State: AL

Complaint narrative:
Subject : Complaint Regarding Title Transfer and Refinancing Issues with Navy Federal Credit Union and XXXX XXXX XXXX Bank Dear CFPB Representative, I am writing to file a formal complaint regarding the mishandling of my vehicle financing and refinancing process, which has caused an ongoing administrative and financial burden. Below, I outline the issues I have encountered : A. Background of the Transaction : - I originally financed my vehicle with XXXX XXXX XXXX XXXX 
- I subsequently refinanced my vehicle with the Navy Federal Credit Union. 
- As part of the refinancing process, the Navy Federal issued a payoff check, which I hand-delivered in person to XXXX XXXX XXXX XXXX  XXXX At that time, XXXX XXXX confirmed that the vehicles title would be mailed directly to the Navy Federals branch office to facilitate the lien transfer. 

B. Encountered issues : Despite being confirmed nearly five years ago, the title has not been transferred to the Navy Federal Credit Union. 
- As a result, the refinanced Annual Percentage Rate ( APR ) that I agreed to with the Navy Federal has not been met, affecting my credit history and financial expectations. 
- I have documentation indicating that XXXX XXXX XXXX Bank has processed the lien satisfaction ; however, this paperwork was sent directly to me rather than being forwarded to Navy Federal, which is highly irregular. 
Currently, the Navy Federal Credit Union requires that I complete additional steps, including filing an affidavit of loss/release of interest with the Washington State Department of Licensing , to resolve this issue. This administrative burden and shift of responsibility onto me as a consumer are unacceptable. 

C. Impact on Me and Expected Resolution : 1. Because of the failure in proper title handling, I have not been credited appropriately under the refinanced terms, and I now face prolonged financial implications due to this administrative error. 
2. I am requesting that the CFPB investigate this matter to determine whether Navy Federal Credit Union or XXXX XXXX XXXX Bank has violated consumer protection laws or breached contractual obligations. 
3. I expect guidance on ensuring the title is correctly transferred to Navy Federal and that my refinancing termsspecifically the APRare properly updated and credited. 
4. I am a 100 % permanent and XXXX military veteran. Given my XXXX XXXX, I already face significant challenges managing my daily life and health. The ongoing delays and administrative burdens associated with this title transfer issue have further exacerbated my stress and had a severe impact on my mental well-being. I respectfully request expedited and clear action to prevent additional undue hardship. 
5. I request that both institutions be held accountable for their roles in this longstanding error and that corrective steps be taken without further burdening me as a consumer. 

I appreciate your prompt attention to this matter. I trust that the CFPB will investigate these practices to ensure consumer rights are upheld. I am available for any additional information or clarification that might be needed. 

Thank you for your time and consideration. 

Sincerely, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief