Consumer complaint received 2023-06-26 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: CITIZENS FINANCIAL GROUP, INC.
State: TX

Complaint narrative:
Good Day I paid off my XXXX XXXX XXXX auto loan circa XX/XX/XXXX. Citizens One sent a " paid in full and canceled note '' title Release Letter in XX/XX/XXXX, with paperwork to apply for the title. I found that unusual, as the bank is responsible to provide the title after payment has been completed. I have had several auto loans over time, however, this is the first time that I have been tasked with chasing its title. Whatever institution I have completed payments with, always sent the title. This instance is my first ever experience with the institution tasking me with chasing my title. 
While chasing the Title for this XXXX XXXX XXXX, I have been redirected back to Citizens One. I have even attempted to contact XXXX XXXX and they are no longer XXXX XXXX and under new management. The new management and staff are just as dismissive and rude as the previous owners and staff. In spite of that, they claim to have no knowledge, etc. 
Unfortunately for me, I did not recognize the red flag when I struggled to get auto plates from them. It took forever to receive tags after legal threats and appearing before them in person, though I lived in Alabama at the time. 

At some point during the struggle for the plates and proper registration, they offered for me to drop the car at some address they extended and they would pick the car up with no fault to me. However, they would not produce in writing that it wouldnt be treated as a repossession and not affect my credit while refusing to refund what was already paid towards the purchase. 
It has been an unfortunate journey with XXXX XXXX. I later learned of the many complaints that went unaddressed by XXXXXXXX XXXX XXXX. 

I have made several attempts to get a title because they did not send a title as normal, or followed up with any explanation. To my frustration, they have gone radio silent. I have applied for the title, but the title can not be found in Alabama where I resided during the purchase, or in New Jersey where the vehicle was purchased. 

I have contacted Citizens One and have yet to receive a title though I have honored my end of the contract early. Because I am often out of the country on Government orders, I believe that Citizens One has taken advantage and has not honored their responsibility as promised. They asked me to give them a year in XXXX and they have yet to return a title. 

I am frustrated at this juncture because I have been unable to trade the car, sell the car or reduce the insurance to liability because it still reflects having a lien active. 
Citizens One has silenced their communication with me. I do not know how to proceed with this business. However, I need them to honor their end of our long-fulfilled contract or return all payments with interest. 

Thank you for your attention to my struggle and formal complaint. 

XXXX XXXX XXXX XXXX XXXX  Account XXXX  ends in XXXX Vin Ends XXXX Transaction code : XXXX

Company response to consumer: Closed with explanation