Consumer complaint received 2024-08-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI

Complaint narrative:
I need an original lien release from Bank of America in order to give the car ownership documents to the purchaser of my XXXX car, XXXX. My insurance is covered under XXXX and XXXX is their contracted partner in handling XXXX vehicles. 

XXXX is requesting for my car title and the lien release from Bank of America ( my auto loan company ). 

I had an auto loan through Bank of America which I paid off on XX/XX/year>. 

However, I never got the XXXX balance email from them nor title from Department of Licensing ( DOL ) in Washington State after I paid off my car. per DOL, I never got my car title mailed out to me because Bank of America did not provide the documents needed in order for them to mail the title. 

XXXX XXXX, the lien is still with Bank of America because they have not released the lien to me and they need original lien release. 

Per calling Bank of America multiple times XXXX, they said it will take 20 days for me to obtain an electronic copy of the lien release and was reluctant to provide me with the document. They said they can provide the XXXX balance letter in few days. They suggested me to obtain that instead. However, since that is not technically a lien release, I eventually asked for the electronic lien release which they said that's what they can provide and they do not provide original. 

While they said they can provide the electronic lien release I am stuck in the situation where I will not get paid out from my insurance company because Bank of America would not provide the original lean release. 

Actions taken by me : XX/XX/year> - I called DOL to ask why I have not received my car title and learned that Bank of America did not provide needed documents for DOL to provide me with the title. I applied for the title by mail and paid application fee, so that, I could obtain the title for my car. 
XX/XX/year> - Received title from DOL WA XX/XX/year> - XXXX requested for original lien release XX/XX/year>- I also called Bank of America and requested for XXXX balance letter and electronic lien release. I was told they do not provide original lien release they only provide electronic and they suggested that I'd submit the XXXX balance letter request instead. 
XX/XX/year> - I called Bank of America again and asked in what electronic form they can provide the lien release, they said fax or physical mailed letter. I asked if they can fax directly to XXXX. 
XX/XX/year> - I called XXXX to ask for their fax number and they provided me with a wrong number even after I called back to verify. 
XX/XX/year> - I called XXXX to explain that they should receive the lien release and verified the fax number with them. The number they gave me was a " text '' number and not a fax number. 
XX/XX/year> - I called Bank of America and told them that XXXX provided me with a wrong number and I need them to fax the lien release to the correct fax number. Provided them with XXXX 's correct fax number and also requested for the physical mail for to be sent to me. They said it may take 10 business days for fax and 20 for mailing. 

Despite the effort, I'm still not sure if I will get paid out my insurance company as they are asking for an original lien release not electronic. 

I am currently renting a car since early XXXX.

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 explanation