Dealertrack Technologies

In response to the complaint received from the Revdex.com posted 08/07/15, our employees have further investigated the history of this matter.In response to the complaint received from the Revdex.com, submitted 7/9/15, our employees have investigated the history of this matterThe complainant placed a phone order for a duplicate title for a Subaru Outback with the Vehicle Identification Number (VIN) ending in on 3/26/The complainant’s order was fulfilled on 4/1/15, meaning a duplicate title application was mailed to the PA DMV, along with a check in the amount of $50, a lien satisfaction letter, an “Assignment Pursuant to Purchase and Interim Servicing Agreement” between Bank of America NA and Citizens Bank, and a letter instructing the PA DMV to remove the lien and send the duplicate title directly to the ownerNormally, once the PA DMV receives this type of paperwork, they process the application, deposit the check, remove the lien, issue a title without a lien, and mail the title to the owner’s address as indicated on our instructional letterThe MyTitleSupport representatives never received a rejection letter from the PA DMV for this vehicle, so the MyTitleSupport representatives did not know there was a problem until the complainant called on 7/9/The complainant told a MyTitleSupport team lead representative on 7/9/that the PA DMV sent a rejection letter to her because in addition to placing an order for MyTitleSupport to apply for a duplicate title, the complainant also applied for her own duplicate titleThe application that the PA DMV rejected was the application that the complainant submitted, which is why the PA DMV sent the rejection letter to the complainant and not to MyTitleSupportThe complainant told the MyTitleSupport team lead representative that the PA DMV told her that MyTitleSupport didn’t submit any documents to the PA DMVThe MyTitleSupport team lead representative told the complainant that she would investigate the issue, and on 7/9/she sent a notarized lien satisfaction letter to the complainant in case the PA DMV required her to submit oneUpon further investigation, MyTitleSupport discovered that the $check that was sent to the PA DMV (PennDOT) did clear, and MyTitleSupport has an image of the cleared checkThat information was given to the complainant on 7/10/On 7/10/15, the complainant called MyTitleSupport and said that the PA DMV now told her that they issued a duplicate title and mailed it to Bank of America in Jacksonville, FLOn 7/10/15, a MyTitleSupport team lead representative called the PA DMV to find out why the PA DMV did not issue the title according to the paperwork that was submittedThe MyTitleSupport team lead representative requested that a corrected title be issued or that the PA DMV refund MyTitleSupportThe PA DMV representative said he was sending a message to the processing unit that received the paperwork that MyTitleSupport submitted and said that somebody would call the MyTitleSupport team lead representative back directly with an update within threebusiness daysThe PA DMV did not call MyTitleSupport with an updateA MyTitleSupport supervisor left a voicemail for the complainant on 8/12/to follow up on this issue, but did not receive a call back.Besides leaving a voicemail on 8/12/15, we have had no communication with the complainant since 7/10/After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our partUpon further investigation with the complainant’s home state of Ohio, MyTitleSupport learned that the OH BMV issued a title without a lien on 8/1/In order for OH to issue a title, an out of state title must have been submitted to OH, so it appears that the complainant was able to obtain a lien free PA titlePlease do not hesitate to contact us if you have further questions regarding this matter.Regards,Dealertrack###-###-####

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matterThe complainant placed an order with MyTitleSupport for a lien satisfaction letter for a [redacted] with the VIN ending in [redacted] on 3/26/The lien satisfaction letter was faxed and mailed via USPS standard mail to the complainant on 3/27/The complainant called MyTitleSupport on 4/6/to inform MyTitleSupport that the lien satisfaction letter that was mailed had not been receivedA MyTitleSupport representative confirmed that the mailing address was correct and requested that another lien satisfaction letter be re-mailed to the complainantA subsequent lien satisfaction letter was mailed via USPS standard mail to the complainant on 4/7/The complainant called MyTitleSupport on 4/9/to check the status of her second lien satisfaction order and a MyTitleSupport representative informed her that it was re-mailed on 4/7/The complainant called MyTitleSupport on 4/14/to let MyTitleSupport know that neither the first nor second lien satisfaction letters were receivedAgain, a MyTitleSupport representative confirmed that the mailing address was correctThe complainant’s call was transferred to a team leadThe team lead did confirm with the complainant that the mailed lien satisfaction letters were not received, but the faxed copy had been receivedThe complainant asked for MyTitleSupport to send a lien satisfaction letter to her via [redacted] at no cost, and the team lead informed her that MyTitleSupport does not re-mail via [redacted] at no cost, but MyTitleSupport does offer one courtesy re-mail via USPS standard mail, which has already been doneThe MyTitleSupport team lead recommended placing another order with a [redacted] ship method, and recommended sending it to a different address if she is not receiving the documents at the address she listed on her orderThe complainant did not wish to place another order, so the MyTitleSupport team lead advised her to allow a full business days from the latest ship date for the lien satisfaction letter to arriveThe complainant called MyTitleSupport on 4/20/and said that she did not receive the lien satisfaction letter yetShe was transferred to a different team lead, who offered to place a new order for a lien satisfaction letter with [redacted] shipping, and offered to refund the processing fee, only making the complainant pay for the extra shippingThe complainant agreed and placed her new order for a lien satisfaction letter (confirmation # [redacted] ) on 4/20/The lien satisfaction letter was sent to the complainant via [redacted] 2-Day shipping on 4/20/and was delivered on 4/22/A refund for the processing fee was entered by the team lead on 4/20/15, and the refund processed successfully on 4/21/The complainant called MyTitleSupport on 4/21/to check on the refund, and was informed by a MyTitleSupport representative that the refund was processedWe have had no communication with the complainant since 4/21/After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our partAt this time, the complainant has received the document she requested and, since we refunded her the processing fee and only charged her for the [redacted] shipping, the resolution of this matter would appear to be acceptable to complainant, based on the description of her desired settlementPlease do not hesitate to contact me if you have further questions regarding this matter

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matterOn 6/30/16, the complainant placed an online order for a lien satisfaction letter for his ***His order was placed for an incorrect lender, and his account with the correct lender still had a balance, so a lien satisfaction letter could not be sent to himA MyTtitleSupport representative called the complainant on 6/30/and told him that MyTitleSupport was voiding his order and providing a full refundThe refund was provided on 6/30/The complainant told the MyTitleSupport representative that he was attempting to place an order for a state change and had selected the lien satisfaction letter option and the incorrect lender by mistakeThe complainant said he would go online and place a new order for a state change with his correct lenderA few hours later on 6/30/16, the complainant placed a web order for a state change for his ***His order was completed on 7/11/when a certified copy of his title and a permission letter were sent to the complainant via [redacted] to the address provided by the complainantAn e-mail with the tracking number was sent to the complainantAccording to [redacted] , the package was delivered on 7/12/and was left at the side doorThe complainant never called MyTitleSupport to indicate that he didn’t receive the package, so no further action was taken by MyTitleSupportUpon receipt of this complaint, the MyTitleSupport supervisor called the complainant on 9/23/to find out what his complaint was about, as his complaint indicates he needs the documents to complete his state change, but MyTitleSupport already sent them over two months priorThe complainant didn’t answer his phone, so the MyTitleSupport supervisor left a message asking for the complainant to call backThe complainant called back later on 9/23/and told a MyTitleSupport representative that he never received his state change documents and he needed the documents to be sent againThe MyTitleSupport representative notified the MyTitleSupport supervisor, and on 9/27/the MyTitleSupport supervisor called and left another message for the complainant asking him to call back, as the notes on the complainant’s order indicate that the package was delivered on 7/12/and MyTitleSupport needs to know why the documents weren’t receivedThe complainant did not return the call, so the MyTitleSupport supervisor called the complainant on 10/3/and left a voicemail asking for the complainant to call back to confirm the address that the state change documents should be sent to so MyTitleSupport can be sure that there isn’t a problem with the delivery address, which could have caused the issue with the first shipmentThe complainant did not return the call, so the MyTitleSupport supervisor called the complainant again on 10/4/and spoke with the complainantThe complainant said that the original delivery address was his mother’s addressThe MyTitleSupport supervisor confirmed the complainant’s home address and told the complainant that another copy of the state change documents would be sent to the complainant’s home address to ensure the package gets delivered to himThe complainant was ok with that solutionThe state change documents were shipped to the complainant on 10/4/via [redacted] next day airThe MyTitleSupport supervisor called the complainant to give him the tracking numberThe complainant did not have a pen at the time, so the MyTitleSupport supervisor offered to call the complainant again and leave the tracking number in a voicemailThe complainant was ok with that, so the MyTitleSupport supervisor called the complainant back and left a voicemail with the tracking informationThe complainant was satisfied with the resolution that MyTitleSupport provided, and there was no further communication with the complainant after thatPlease do not hesitate to contact me if you have further questions regarding this matter Regards, [redacted] Vice President Lender SolutionsDealertrack Technologies [redacted]

In response to the complaint received from the Revdex.com posted 1/6/15, our employees have investigated the history of this matterWhen the complainant placed an online order for a lien satisfaction letter for a Nissan Altima with the Vehicle Identification Number (VIN) ending in on 1/5/15, [redacted] did a search and was unable to locate account information for this VIN in ***’s title administration databaseAt that time, [redacted] asked [redacted] to search their records for account information for this VIN, however [redacted] was unable to locate an accountWhen no account information was located, [redacted] faxed and overnighted a “Statement of Fact” letter that stated, “This is to certify that [redacted] Auto has no interest in the described motor vehicle listed below” to the address provided by the complainantThis was shipped to the complainant via FedEx Priority Overnight on 1/5/The document was notarized and also included the year, make, and VIN of the vehicleIt is common practice to send this kind of “Statement of Fact” letter when no record of the VIN is found for a vehicle of this ageWhen the complainant requested a lien satisfaction letter to remove ***’s lien, [redacted] assumed that the complainant did in fact have a lien on his vehicle and that the complainant needed to remove ***’s lien from the titleThe “Statement of Fact” letter serves the same purpose as a lien satisfaction letter and will allow the [redacted] to remove a lienA lien satisfaction letter could not be sent because a lien satisfaction letter would have said that the lien in favor of [redacted] has been satisfied, when neither [redacted] nor [redacted] can confirm that there was ever a valid lien or that it was satisfiedThe “Statement of Fact” letter allows [redacted] to assist consumers with removing liens even when no record of the vehicle is found, which is not uncommonThe complainant called [redacted] on 1/6/and said that he did not need the “Statement of Fact” because [redacted] was not the lienholder on the vehicleBy this time, his order had already been handled as expedited and was already faxed and shipped via FedEx Priority Overnight as requested [redacted] had no way of knowing that the complainant did not need to remove ***’s lien and assumed that the complainant had done the appropriate research to confirm that the service he was paying for was in fact what he neededWe have had no further communications with the complainant since 1/6/After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our partPlease do not hesitate to contact me if you have further questions regarding this matter

In response to a letter received from the Revdex.com, dated February 9, 2015, our employees investigated into the history of this matterIt appears from our records that on January 28, 2015, the complainant placed a web order for an additional “Lien Satisfaction” on a [redacted] , Vehicle Identification Number (VIN) ending in ***On January 29, the complainant called and spoke with one of our representatives, asking to update the borrower name on the order that she had placedThe name that the complainant provided did not match the lender’s account records on fileThe complainant was informed that they would need to provide a letter of authorization from the party that paid off the loan with the lienholder, and that we would not be able to process her request until we received authorizationAdditionally, an email with a list of acceptable documentation and instructions on how to submit the required documentation to MyTitleSupport was sent to the complaint on January 29, We have had no further communication with complainant since January 29, After reviewing this case we find that we followed our policies and procedures and no errors were made on our partPlease do not hesitate to contact me if you have further questions regarding this matter

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matterThe complainant is not the party who placed the order referenced in the complaintThe referenced order was a request for a lien satisfaction letter for a Dodge The order was placed online by another party on 7/12/16, however the complainant is the owner of the vehicleBecause the complainant was not the party who placed the order, on 7/13/a [redacted] representative sent an e-mail to the party who placed the order to request written authorization from the vehicle’s owner for [redacted] to be authorized to send a lien satisfaction letter to the party who placed the orderOn 7/15/ [redacted] received a fax from the party who placed the order, however it was not authorization from the vehicle’s owner (the complainant)A [redacted] representative sent another e-mail to the party who placed the order on 7/15/16, and the party who placed the order called [redacted] a few hours later to ask for clarification on what needed to be faxed to [redacted] A [redacted] representative told the party who placed the order what needed to be faxed to [redacted] On 7/19/ [redacted] received the proper authorization to send a lien satisfaction letter to the party who placed the orderThe lien satisfaction letter was sent to the party who placed the order on 7/20/via [redacted] standard mailThe lien satisfaction letter has not been returned to [redacted] as undeliverableWe have had no communication with the party who placed the order since 7/15/16, and we have no record of ever speaking with the complainant regarding the referenced orderAfter reviewing this complaint, we find that we followed our processes and procedures and no errors were made on our partyWe also find that the complainant was not the party who placed the order with [redacted] , and to this date, the party who placed the order has not contacted [redacted] to inform us that the lien satisfaction letter has not been receivedPlease do not hesitate to contact me if you have further questions regarding this matterRegards, Dealertrack Collateral Management Services, Inc [redacted]

Revdex.com,Just wanted you to know that this matter has been resolved.My Title Support did mail me the lien release form I requestedMy only concern is that they did not mail me the car title when the carwas paid in full As a result, they charged me $for the new release.I would like to have my $refunded, but Thanks to you they did at leastsend the title release.THANKS FOR Y0UR HELP[redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because: I was told by the dmv that [redacted] was the lien holderI did not know this was the case until after I did my own research and found this outI had also found this out AFTER the request was processed by [redacted] I did NOT have ample time to cancelBesides...I requested a release of lein through [redacted] .com prior to the [redacted] request when I was informed by the end that santader was my lien holderI called [redacted] and asked if there was a way to check if this was correctI was told no however if they cannot process my request I will be told so and refunded my money and that is what happenedExcept the second time my refund had been rejectedAlso I did NOT give "incorrect" information ...the information was correct it was just that I was not in ***s database and therefore my request should have been rejected and refunded

In response to the rejected complaint received from the Revdex.com posted 2/26/15, our employees have further investigated the history of this matterIn response to a letter received from the Revdex.com, dated February 9, 2015, our employees investigated into the history of this matterIt appears from our records that on January 28, 2015, the complainant placed a web order for an additional “Lien Satisfaction” on a [redacted] Fusion, Vehicle Identification Number (VIN) ending in ***On January 29, the complainant called and spoke with one of our representatives, asking to update the borrower name on the order that she had placedThe name that the complainant had previously provided did not match the lender’s account records on fileThe complainant was informed that they would need to provide a letter of authorization from the party that paid off the loan with the lienholder, and that we would not be able to process her request until we received authorizationNo further information was provided by the complainant at that time of the callAdditionally, an email with a list of acceptable documentation and instructions on how to submit the required documentation to MyTitleSupport was sent to the complaint on January 29, Our refund policy, which the complainant agreed to prior to placing their order, states ”Eligible requesters (as defined by the applicable lienholder) that have provided us with all necessary information required to fulfill their order may receive a refund if, and only if, MyTitleSupport fails to provide the documents ordered”As mentioned above the complainant has not met the eligibility requirements, and has not provided the required documentation that was previously requestedOnce the complainant provides the required documentation, MyTitleSupport would proceed with fulfilling the complainant’s orderWe have had no further communication with complainant since January 29, After reviewing this case we find that we have followed our policies and procedures and no errors were made on our partPlease do not hesitate to contact me if you have further questions regarding this matter

RE: File # PIU 11887853 / [redacted] Dear Ms. [redacted] I am writing in reference to File # PIU 11887853 / [redacted] ***. To provide some background, MyTitleSupport (MTS) is a service offered by Dealertrack. This service enables lenders and their clients to obtain a... Release of Lien or a Duplicate Title for eligible post paid-off vehicles. Our lender partners may also submit State and Name Change transactions for active loans with Dealertrack acting as title agents on behalf of our lender partners. We have procedures in place, based on the requirements of our lenders, to ensure the requestor is eligible prior to executing their requests. In response to the complaint received from the State Attorney General, we have investigated the history of this transaction, which is listed below. 11/14/16: The complainant placed an online order for a State Change transaction on his 2012 Toyota Tundra. The order indicated the registration should be changed from North Carolina to Florida. The complainant also indicated his new address was in California. An MTS representative had some questions about the order, called the complainant and left a voicemail message asking him to back. The complainant returned the message on 11/14/16. The MTS representative explained that per his lender’s instructions we cannot process a state change into Florida if the registered owner is not a resident of that state. The complainant stated he is active military and does not have a Florida address, but insisted since he is active military he is able to request this state change and have it processed. The MTS representative told the complainant they would contact the lender to obtain their approval to process the request. An MTS representative contacted the lender on 11/14/16 and explained the complainant is active military, resides in California, and wants to register the vehicle in Florida. 11/16/16: MTS received a response from the complainant’s lender stating they would not allow the state change because the registered owner needs to register the vehicle in the state in which he resides. An MTS representative contacted the complainant to inform him his lender would not allow the state change to be processed. The complainant stated he spoke with his lender and was told the state change would be allowed. He provided the representative with a Florida address, but stated he did not reside there. The MTS representative stated she would contact the complainant’s lender once again for approval and contacted the lender the same day. 11/17/16: The lender contacted MTS to notify us they had spoken with the complainant to confirm the details and would allow the vehicle to be titled in Florida. An MTS representative then sent an email message to the complainant asking for a letter from the Florida DMV requesting the out-of-state title. This letter is standard for all state changes going to Florida. The complainant called MTS on 11/17/16 to confirm the fax number to where the letter should be sent. MTS received the faxed letter the same day. Since the complainant’s North Carolina title was an electronic title, it had to be converted to a paper title before it could be mailed to the Florida DMV. 11/21/16: MTS sent a paper title request to the North Carolina DMV with instructions for the complainant’s paper title to be mailed to MTS. 11/29/16: MTS received the paper title from North Carolina. 12/06/16: MTS shipped the paper title via FedEx to the Florida DMV. 12/21/16: After successfully completing the State Change transaction, the Florida DMV issued the electronic title. MTS had no further contact with the complainant after 11/17/16. Our investigation found no wrong-doing in our handling of the complainant’s request. We ultimately fulfilled the complainant’s request upon receiving approval from his lender, who is the lienholder on the vehicle. As a result, we are declining the complainant’s request for a refund. If you have any questions, please do not hesitate to contact me. Sincerely, [redacted] Operations Manager [redacted]

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matterThe complainant placed an order with [redacted] over the phone for a lien satisfaction letter for a Chrysler Town and Country with the VIN ending in [redacted] on 4/9/When the order was placed, there was a discrepancy in the spelling of her nameWhen she spelled it “ [redacted] ” over the phone it sounded like “ [redacted] n”It was repeated back by a [redacted] representative as “ [redacted] ” and the complainant confirmed the spelling was correctA lien satisfaction letter was faxed and mailed, via standard USPS mail, to the complainant on 4/13/The complainant called [redacted] on 4/23/regarding the mis-spelling and was told that the order was fulfilled as requested and that she would need to place a new order if an alternate spelling was requiredUpon further review by a [redacted] supervisor on 5/26/15, it was determined that the name discrepancy should have been questioned and a lien satisfaction letter with the correct spelling of “ [redacted] ” should have been sent to the complainant at no additional chargeOn 5/26/15, [redacted] attempted to contact the complainant to obtain a physical address so a corrected lien satisfaction letter could be sent to her via [redacted] at no additional cost to the complainantHer mailing address on the order is a PO Box and [redacted] won’t deliver to a PO BoxThe complainant didn’t answer the phone and her voice mailbox is full so a message could not be leftTo avoid further delays, a lien satisfaction letter was mailed via standard USPS mail to the complainant on 5/26/We have had no communication with the complainant since 4/23/After reviewing this complaint we find that an error was made by [redacted] by entering the spelling of the complainant’s name incorrectly and by not correcting the name discrepancy at the time the information on the order was validatedAt this time, the requested document has been mailed, at no additional charge, to the complainantPlease do not hesitate to contact me if you have further questions regarding this matterRegards, [redacted] Vice President Lender Solutions

MyTitleSupport is a service offered by Dealertrack Technologies, which provides lenders and their consumers the ability to obtain a Release of Lien or Duplicate Title on eligible post paid off vehicles, as well as State and Name Change transactionsWhen a state DMV issues an electronic title, only
the lender listed as the lienholder on the title is able to release the title to the consumerIn this rare circumstance, the lender listed on the title after the State Change was perform by the GA DMV is not a participating client of Dealertrack TechnologiesOnce this was determined MyTitleSupport, proper procedures were followed to assist in getting the title released to the complainant by referring them back to their lender, *** ***, who would need to contact *** ** ***, who is listed as the current lienholderIn response to the complaint received from the Revdex.com, our employees have investigated the history of this matter, and below are our findingsOn 12/5/the complainant placed a phone order for a state change for his *** OdysseyHe requested for his FL title to be sent to the *** *** *** ***’s office is Canton, GA so a GA title can be issuedIn order to process a state change going into the state of GA, the packet that includes the title and a state change permission letter on the complainant’s lender’s letterhead must also include a letter of request from the state of GA instructing the complainant’s lender to send the out of state title to GA so a GA title can be issuedOn 12/5/a MyTitleSupport representative e-mailed the complainant requesting for the letter of request from GA to be faxed or mailed to MyTitleSupportOn 1/5/a reminder e-mail was sent to the complainant letting him know that MyTitleSupport was still waiting for his responseThe complainant called MyTitleSupport on 1/6/to follow up on his orderA MyTitleSupport representative explained to the complainant that MyTitleSupport was waiting for the letter of request from GA to be faxed to MyTitleSupport and the representative provided the complainant with the fax number to send it toMyTitleSupport received the faxed letter of request on 1/7/On 1/16/the complainant’s FL title was sent to the *** *** *** ***’s office via ***On 1/23/a representative from the *** *** *** *** called DealerTrack and confirmed that the FL title was received, but was confused because the FL title showed *** ** *** as the lienholder, instead of ***Due to an acquisition, *** now services titles showing *** ** *** as the lienholderThose titles are typically sent to ***’ address, so the DealerTrack representative advised the *** *** *** *** representative that *** ** *** is an acceptable lienholder name to be placed on the titleOn 4/23/a representative from DealerTrack reviewed the account to see if a GA title had arrivedNo GA title had arrived yet, which isn’t unusual as GA has a policy where they won’t issue a title until the vehicle’s owner pays their taxesThe owner of a vehicle in GA has one year to pay the taxes in fullThe DealerTrack representative set a folldate out one year to allow time for the taxes to be paidOn 1/20/16, *** instructed DealerTrack to close the account because ***’ records show that the account had been paid in fullA GA title still had not been received at that timeDealerTrack closed the account per ***’ instructionsOn 10/25/16, MyTitleSupport received a call from the complainantThe complainant mentioned that his account was paid off but he never received his title, and he also felt that the state change from FL to GA was not processedBecause MyTitleSupport could see that the complainant’s account was paid off but neither a title nor lien satisfaction letter was sent to the complainant at the time of payoff, the MyTitleSupport representative transferred the call to *** to assist the complainantA MyTitleSupport supervisor received Revdex.com complaint number *** on 10/25/The supervisor had a DealerTrack team lead call the *** *** *** *** to check the payment status of the complainant’s taxes and to check the status of the complainant’s titleThe Tax Commission representative said that the tax was paid in full and an electronic title showing *** ** *** was issued on 1/30/DealerTrack does not manage electronic titles for *** ** ***, which is why the electronic GA title was never received by DealerTrackThat is also why the account was not electronically released at the time of payoffAn account manager at DealerTrack contacted *** and asked them to contact *** ** *** to have the GA title electronically released to the complainantOn 10/28/16, *** told the DealerTrack account manager that they were going to contact *** ** *** to resolve the issueWe have had no contact with the complainant since 10/25/16, and as of this date *** and *** ** *** are working to release the GA electronic title to the complainantPlease do not hesitate to contact me if you have further questions regarding this matterRegards, *** ***
Vice President Lender Solutions

*** *** / Case # *** To Whom It May Concern: I am writing in reference to Case #*** / *** ***To provide some background, MyTitleSupport (MTS) is a service offered by DealertrackThis service enables lenders and
their clients to obtain a Release of Lien or a Duplicate Title for eligible post paid-off vehiclesOur lender partners may also submit State and Name Change transactions for active loans with Dealertrack acting as title agents on behalf of our lender partnersWe have procedures in place, based on the requirements of our lenders, to ensure the requestor is eligible prior to executing their requestsIn response to the complaint received from the Revdex.com, we have investigated the history of this transaction, which is listed below05/26/17: The Complainant called MTS and placed a phone order for a state change for a Mitsubishi5/30/17: A request to print a paper title was electronically submitted by MTS to the North Carolina DMVThe reason for this action is because the Complainant’s title is held electronically by the state of North Carolina Department of Motor Vehicles (DMV), and it must be converted to a paper title before it can be sent to the Ohio Bureau of Motor Vehicles (BMV) for the state change7/10/17: The Complainant called MTS for an update on the state change request and asked to speak with a team leadThe team lead was unavailable at that time, but called the Complainant back about an hour later and left a voicemail message stating the paper title has been requested and MyTitleSupport should receive it soonThe Complainant returned the message and spoke with the team leadThe team lead explained that MyTitleSupport was waiting for the North Carolina DMV to issue and mail the paper title, and said MyTitleSupport would contact the DMV if the paper title is not received within a few days.7/13/17: The Complainant called MTS to check the status of his order and asked that somebody call the North Carolina DMV to determine if or when the title was issued and for the team lead to call him backA team lead called the North Carolina DMV and was advised that the paper title had not been printedThe team lead worked with the MTS Title Maintenance department to submit another electronic request to the North Carolina DMV to print the paper title7/14/17: An MTS team lead called the Complainant and left a message informing him that MTS called North Carolina DMV and was told a paper title had not been not issuedThe team lead also said that MyTitleSupport has submitted another request for North Carolina DMV to print the paper titleThe team lead further stated that MTS will monitor the account, and when the paper title is received the title will be shipped to the Ohio BMV via FedEx Priority Overnight at no expense to the Complainant7/19/17: Due to the delay in processing the paper title request by the North Carolina DMV, MTS issued a full refund to the complainant7/20/17: An MTS team lead called the North Carolina DMV and was told the paper title had been issued on Monday, July 17, 2017, and should be received within 5-business daysThe team lead then called the Complainant and left a voicemail message notifying him when the paper title was issued and that MTS should receive the paper title by the end of the following week, which would be July 28, The team lead went on to say that when MTS receives the paper title and ships it out via FedEx at no extra cost to the complainant, an MTS representative will notify the him by phone and provide him with the FedEx tracking numberAs of this date, MTS has not received the paper title from the North Carolina DMVSincerely, *** *** Operations Manager ***

In response to the complaint received from the Revdex.com, submitted 11/18/15, our employees have investigated the history of this matterThe complainant placed a phone order for a lien satisfaction letter for a *** Grand Caravan with the VIN ending in on 10/15/Because
the complainant is not the party who paid off the loan, a MyTitleSupport representative sent an e-mail to the complainant on 10/15/asking for her to provide a bill of sale or written authorization from the payoff party to indicate that she is authorized to request a lien satisfaction letterThe e-mail instructed her to either fax the document or send it via mailOn 11/10/the complainant called MyTitleSupport because her order has not been fulfilledA MyTitleSupport representative informed her that a bill of sale or authorization was not received, so her order has not been fulfilledThe complainant said that a fax was sent to MyTitleSupport on two different dates, so a MyTitleSupport team lead reviewed the faxes from those days, however the complainant’s faxes were not receivedAn alternate fax number was provided to the complainant at that timeOn 11/15/an e-mail was sent to the complainant to let her know that her order is still pending a response from her, as the faxes had not been received yetThe complainant called MyTitleSupport again on 11/17/and said that she sent several faxes to MyTitleSupportThe MyTitleSupport representative reviewed the order with a supervisor, and the supervisor searched for the faxes that the complainant said she sentThe faxes were not receivedWhen the MyTitleSupport representative got back on the phone and announced his presence, the complainant disconnected the callThree attempts were made to call the complainant back, however she did not answer the phoneThe complainant called MyTitleSupport on 11/18/and said that she had faxed the documents several timesThe MyTitleSupport representative asked what fax number the documents were being sent to, and the complainant provide a fax number that had one incorrect digitThe MyTitleSupport representative provided the complainant with a valid fax numberThe complainant sent one more fax to MyTitleSupport and it was receivedThe lien satisfaction letter order was fulfilled and the document was sent via USPS standard mail and was faxed to the recipient on 11/18/After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our partPlease do not hesitate to contact me if you have further questions regarding this matter

I am rejecting this response because: I ordered a release of lienI did not get oneI did complain to the business and they refusedI was informed by the *** that *** was one of the companies that took over my lien from a different bankWhen I called this business I asked of there was a way to find out if this was true before I spent the dollarsThey said no, but if There is no information in the banks accounts first me they will say that they were not able to process my request and a refund would be submittedThis did not happenThere was no account info in their database but they ended up sending a letter stating thus and charging me for itI ordered and paid for a release of lienIf they were not able to send me exactly that then I should not have to pay

To Whom It May Concern: I am writing in reference to Case #*** / *** ***To provide some background, MyTitleSupport (MTS) is a service offered by DealertrackThis service enables lenders and their clients to obtain a Release of Lien or a Duplicate Title for eligible post paid-off
vehiclesOur lender partners may also submit State and Name Change transactions for active loans with Dealertrack acting as title agents on behalf of our lender partnersWe have procedures in place, based on the requirements of our lenders, to ensure the requestor is eligible prior to executing their requestsIn response to the complaint received from the Revdex.com, we have investigated the history of this transaction, which is listed below3/29/18: At approximately 8:pm (ET), the complainant placed an online order with MTS for a Lien Satisfaction LetterThe complainant's order was placed in Open status3/30/18: At approximately 9:am (ET), the complainant’s order was worked and placed in In-Process status indicating the order was being worked by an MTS Team MemberAt 9:am (ET), the order as placed in Ready to Fulfill status indicating the order was complete and ready to be mailed to the complainant3/30/18: At approximately 9:am (ET), the complainant called MTS and requested a refund for his orderThe MTS Team Member explained to the complainant our terms and conditions which he had agreed to before placing the orderThe terms and conditions state: I agree to pay a one- time charge of $ (USD) according to my card issuer agreementOnce my order has been placed, all orders are final and all fees are nonrefundableBy processing my order, I agree to the terms and conditions associated with fulfilling this requestOur Refund and Privacy policies will be included on your receiptDo you agree to these terms? During the call, the complainant stated he did not agree with our policy and would file a complaint. 3/30/18: An MTS Supervisor called the complainant to discuss his complaint and to determine if we could reach a resolution to his satisfactionThe complainant was not availableThe Supervisor left the complainant a message with his direct phone number4/02/18: Since the MTS Supervisor did not receive a response to the message of 03/30, the Supervisor called the complainant again to discuss his complaintThe complainant was not availableThe Supervisor left the complainant another message with his direct phone numberOur investigation determined the MTS Team Members followed the correct procedures based on our internal policies and did not cause any unnecessary delays or make errors in the processing of the order. Sincerely, *** *** Operations Manager ***

In response to the rejected complaint received from the Revdex.com posted 2/11/15, our employees have further investigated the history of this matterWhen the complainant placed an online order for a lien satisfaction letter for a Nissan Altima with the Vehicle Identification Number (VIN) ending in on 1/5/15, the complainant provided the incorrect information*** relies on the information the user enters in order to provide the requested service, and is not responsible when this occursWe took the complainants information, we performed the search, we found no lien, and so we gave him a “letter of no interest”Had he put in the correct information, he would not have received this letterOftentimes when a user states that a certain bank is a lienholder and there is no lien, we send back a “letter of no interest”This is helpful to those who believe they do in fact have a lien because they can take this to the *** to show that there is no lien against their vehicleFurthermore, as stated by the complainant, he saw that the status of the release was pending on ***.comSubsequently, the complainant then found out that the correct bank was “*** *** ***”After the complainant found out the correct name of the bank , he then proceeded to settled the issue with that bank, instead of contacting ***.com and informing a representative that the information he provided us was incorrect and that the release should be cancelledInstead, the complainant received a notice stating that the request at ***.com had gone through and was completedThe complainant should have called ***.com once he found out the name of the correct bank and put a stop to the request, especially considering that he admittedly knew that ***.com had the wrong information and that it was in the process of processing such request***.com fulfilled the complainant’s request completely with the information that was provided by the complainant, and provided a document that is given to customers who have no lien at the bankWe have had no further communications with the complainant since 1/6/After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our partPlease do not hesitate to contact me if you have further questions regarding this matter

See attached document, thank you!

To Whom It May Concern: I am writing in reference to Case #***/ *** ***To provide some background, MyTitleSupport (MTS) is a service offered by DealertrackThis service enables lenders and their clients to obtain a Release of Lien or a Duplicate Title for eligible post paid-off
vehiclesOur lender partners may also submit State and Name Change transactions for active loans with Dealertrack acting as title agents on behalf of our lender partnersWe have procedures in place, based on the requirements of our lenders, to ensure the requestor is eligible prior to executing their requestsIn response to the complaint received from the Revdex.com, we have investigated the history of this transaction, which is listed below01/02/18: The Complainant called MTS and placed a phone order for a lien satisfaction letter for a vehicle titled in the state of Missouri01/02/18: A lien satisfaction letter was mailed to the Complainant via standard U.Smail to the address provided by the Complainant during the initial call02/09/18: The Complainant called MTS and confirmed she had received the lien satisfaction letter, and said the Missouri state motor vehicle agency stated the physical Missouri vehicle title is required to register the vehicleThe MTS Representative directed the Complainant back to the state motor vehicle agency to confirm a duplicate title is needed because, in most cases, a lien satisfaction letter will be sufficient to remove the lien from the title02/12/18: The Complainant placed a third call to MTS and ordered a duplicate Missouri title02/19/18: We sent a duplicate title application and check for the associated fee to the Missouri state motor vehicle agency to generate the duplicate title02/21/18: We issued a refund to the Complainant for the initial lien satisfaction letter she had ordered on 01/02/An MTS supervisor called the Complainant to inform her about the refund and to explain the vehicle titling process in MissouriThe state of Missouri is an owner holding stateThe customer’s title would have been provided to the customer at the time they purchased the vehicleA title would not have been mailed to the customer at the time of payoff because the title would have been provided to the customer at the time of the loan originationIf the customer does not have the title and the Missouri state motor vehicle agency is requiring a physical title to register the vehicle, a duplicate title would have to be orderedA lien satisfaction letter would be needed to remove the lien from the title. Our investigation found that the MTS representatives followed the correct procedures based on the lender’s policies and did not cause any unnecessary delays nor make any errors in the processing of this transactionSincerely, *** *** Operations Manager ***