Dealertrack Technologies

In response to the complaint received from the Revdex.com posted 1/6/15, our employees have investigated the history of this matter. When the complainant placed an online order for a lien satisfaction letter for a 2005 Nissan Altima with the Vehicle Identification Number (VIN) ending in...

4719 on 1/5/15, [redacted] did a search and was unable to locate account information for this VIN in [redacted]’s title administration database. At that time, [redacted] asked [redacted] to search their records for account information for this VIN, however [redacted] was unable to locate an account. When 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 complainant. This was shipped to the complainant via FedEx Priority Overnight on 1/5/15. The document was notarized and also included the year, make, and VIN of the vehicle. It 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 age. When the complainant requested a lien satisfaction letter to remove [redacted]’s lien, [redacted] assumed that the complainant did in fact have a lien on his vehicle and that the complainant needed to remove [redacted]’s lien from the title. The “Statement of Fact” letter serves the same purpose as a lien satisfaction letter and will allow the [redacted] to remove a lien. A 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 satisfied. The “Statement of Fact” letter allows [redacted] to assist consumers with removing liens even when no record of the vehicle is found, which is not uncommon. The complainant called [redacted] on 1/6/15 and said that he did not need the “Statement of Fact” because [redacted] was not the lienholder on the vehicle. By 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 [redacted]’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 needed. We have had no further communications with the complainant since 1/6/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Please 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 matter. The complainant is not the party who placed the order referenced in the complaint. The referenced order was a request for a lien satisfaction letter for a 2006 Dodge....

The order was placed online by another party on 7/12/16, however the complainant is the owner of the vehicle. Because the complainant was not the party who placed the order, on 7/13/16 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 order. On 7/15/16 [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 7/19/16 [redacted] received the proper authorization to send a lien satisfaction letter to the party who placed the order. The lien satisfaction letter was sent to the party who placed the order on 7/20/16 via [redacted] standard mail. The lien satisfaction letter has not been returned to [redacted] as undeliverable. We 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 order. After reviewing this complaint, we find that we followed our processes and procedures and no errors were made on our party. We 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 received. Please do not hesitate to contact me if you have further questions regarding this matter. Regards, Dealertrack Collateral Management Services, Inc. [redacted]

Tell us why here...Please see attached response. Thank you.

Review: On march 27,2014 I order a Lien Satisafaction for a car I paid off in Dec. 2013, it was suppose to be delivered the next day for $50.24, but they keep coming up with excuses why they can't send it. now they telling me I can't get a refund. Please help me get my money back. Thank youDesired Settlement: REFUND OF $50.24

Business

Response:

On March 27, 2014 complainant places a web order for a "Lien Satisfaction" on a 2005 Chevrolet Malibu Vehicle Identification Number (VIN) ending in 7367. On March 28, 2014 we contacted the complainant over the phone asking him 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 his request until we received authorization. Complainant contacted us on April 3,2014 to see if we had received a fax from the party that paid off the loan, and our representative indicated that we had not received any communication from the payoff party. The complainant then asked our representative for a full refund, our representative advised the complainant that he was not entitled to a refund, as per our refund policy (attached), which he agreed to when placing his order online. Complainant is not entitled to a refund, as he did not provide us with all necessary information required in order to complete the order. In accordance with our policy, complainant still has approximately one more month to get us the required information so that we may fulfill his order.

Review: On April 15th, my son and I ([redacted]) contacted Mytitlesupport for a release of auto lien on a 2005 Infinity vehicle ([redacted]) that had been paid in full on June 30, 2014. According to mytitle, the lien release form was sent to Kemba Credit Union October, 2014. I telephoned Kemba yesterday (April 14th) and they said that they did not receive a form from Mytitle.I telephoned Mytitle and agreed to pay $30 if they would send me a release form indicating that the 2005 Infinity had been paid in full. Later that night, I received an email from Mytitle telling me that my request had been rejected. The following day, I telephoned Kemba Credit Union again and they explained that they were mistaken and immediately emailed an auto lien release form to me. I re-telephoned Mytitle and explained that I was able to get a release form from Kemba. I further explained that since they rejected my request and did not send a release form, I wanted a refund for service not performed. I do not understand how any company can refuse to refund $30 for a service not performed. PLEASE CREDIT MY CARD $30 IMMEDIATELY.Desired Settlement: Credit my credit card $30 immediately. An apology would also be gladly accepted.

Consumer

Response:

Revdex.com,

Review: I have been trying to get my truck titled in California. After going to the DMV they told me I needed a lien release to complete the process for title and registration. I first contacted [redacted] and they told me all inquires made on loan accounts 120 days after pay off need to go through [redacted].com. So yesterday (14 June 2016) I went to the website to request a lien release. I paid the 23 dollars plus 8 dollars to expedite my order. A few minutes later I received a call stating there was a problem and my order was rejected. So I asked why. They said a third party had paid off the loan. Which is true I had taken a lien against my truck through [redacted], however they failed to title my truck so they had converted the loan to a personal loan and never actually had any interest in my truck. I called [redacted] back and they refused to send my lien release. I tried to tell them that [redacted] told me that there was no authorization to give it was a personal loan and there was nothing they could send them. I even asked to speak with a supervisor and was still told there was nothing they could do. I asked for them to send me their policy so I could see it in writing for myself and I was told no. I then said that I had paid for a service that they could not fulfill so I wanted my money put back into my bank account and I was told there would be a 10 dollar service fee. How is this right? To me that is stealing. I even asked if they would call [redacted] and they told me no, that they might send an email and see if they respond. I have 26 days to get my permanent registration. I cannot understand after making payments on a loan (NEVER LATE)on 22+ thousand dollars how this type of customer service is tolerated.Desired Settlement: I would like this company [redacted] to contact [redacted] and hash these issues out so I can get my lien release and get my truck registered in the state of California in a timely manner. I have been reading multiple complaints about this business and the same issues are being repeated over and over again.

Business

Response:

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matter. On 6/13/16 the complainant placed an online order for a lien satisfaction letter for a 2004 Dodge Ram Pickup with the VIN ending in [redacted]. Within forty five minutes of the order being placed, a [redacted] representative called the complainant and left a voicemail explaining that we needed written approval from the party who paid off his loan prior to sending a lien satisfaction letter to him. If the complainant were to have been the party who paid off the loan, authorization would not be required and [redacted] would have sent the lien satisfaction letter to him; however, when a third party pays off a loan, they are the only party who is authorized to receive a lien satisfaction letter, unless [redacted] is provided with written approval from the payoff party to send a lien satisfaction letter to another party. Some examples of acceptable written approvals are a bill of sale or a written authorization letter. When the complainant placed his order online, there was a statement on the [redacted] website which said, “If you are not the party that paid off the account, please note that authorization will be required and may delay receipt of your Lien Satisfaction.” The same verbiage appears on his [redacted] order receipt in the “Special Instruction” section. The complainant called [redacted] on 6/13/16 and a [redacted] representative told the complainant that [redacted] needed authorization from the payoff party before the lien satisfaction letter could be sent to the complainant. The complainant called [redacted] about ten minutes later and said that the payoff party would not provide him with any kind of authorization to send to [redacted]. Then on 6/14/16 the complainant called [redacted] and said that the payoff party didn’t have any documentation to provide to [redacted], except for a lien satisfaction letter from [redacted], which is the same thing that the complainant is requesting from [redacted]. The complainant faxed the lien satisfaction letter to [redacted], and upon its receipt, [redacted] contacted Citizens to let them know that the payoff party will not provide authorization and [redacted] asked Citizens if a lien satisfaction letter could be sent to the complainant. Citizens responded to [redacted] on 6/15/16 saying that the complainant was not the payoff party so a lien satisfaction letter could not be sent to him without the approval of the payoff party. A [redacted] representative called the complainant and left a voicemail letting him know what Citizens said. The complainant called [redacted] and escalated the call to a team lead. The [redacted] team lead explained why authorization from the payoff party was needed, and then the complainant requested to speak with Citizens. The [redacted] team lead initiated a conference call with the complainant and Citizens. The Citizens representative told the complainant to whom the account was released and told the complainant whom to contact to get the authorization needed before [redacted] could send a lien satisfaction letter to him. We have had no communication with the complainant since 6/15/16. At this time, [redacted] has not received authorization from the payoff party to send a lien satisfaction letter to the complainant. When authorization is received, [redacted] will fulfill the complainant’s order and mail a lien satisfaction letter to the complainant. Please do not hesitate to contact me if you have further questions regarding this matter. Regards, [redacted] Vice President Lender Solutions Dealertrack Technologies [redacted]

Review: On July 24, 2014, I attempted to obtain a Release of Lien, to order a Duplicate Title, for a vehicle that I had paid off many years ago. To make a long story short, the original car loan company had been sold and I had to jump through hoops tq find out who I would contact for said Release of lien. I was directed to My Title Support.com. As I attempted to order this product on line, I answered all the questions and was directed to the payment screen. When I put in my placed, and thought I was finished, a little box popped up with a group

of scrambled letters and numbers. I was asked to type in the symbols in the little box, which I did. When I pushed complete, a duplicate screen popped up, with the same little box with another group of scrambled symbols. I again, typed in the symbols, pushed complete, and the same I called the phone number associated with My Title Support. com and spoke to a representative. When I explained what had happened, he told mell that several customers have complained about that same situation," and then he attempted to walk me through it. Miraculously, the screen forwarded to the completion page, and a confirmation number appeared. When I asked the representative if I was going to be charged twenty three dollars each time I had to type the symbols into the little box, he said, he did not know." I asked to speak to his supervisor and she said "that f would only be charged for the three confirmation numbers that I had received." I quickly told her that I only received one confirmation number, and that was only when the first representative assisted me with this process. I requested a refund of the additional charges, as I only had one confirmation number, and she said 'fl had to take that up with my banking institution. I told her, it was her company that made the error, not my bank. She rudely told me " from her point of view, I received three confirmation numbers, and I was charged for all three."Desired Settlement: I would like the Revdex.com to look into MyTitle Support.com.l think they are scamming their customers by having that little box pop up again and again. How many other customers have been charged erroneously by this company. IT'S NOT FaiR. Please help me, help us, resolve this situation by looking into this concern. We work hard, and even if the amount of money does not seem large enough to fuss about, for individuals on fixed incomes, it's a fortune.

Business

Response:

In response to the letter received from the Revdex.com, dated August 6, 2014, our employees have investigated the history of this matter. It appears from our records that on July 24. 2014 the complainant placed a web order for n “Lien Satisfaction” on a 2002 Mitsubishi Lancer Vehicle Identification Number (VIN) ending in 7)03, While submitting this request, the complainant selected thc “begin checkout” button multiple consecutive times, causing our System to behave in an unexpected manner. The complainant contacted My Title Support and spoke with a representative who attempted to assist the complainant but was unable to resolve the complainant’s issue. The representative transferred the complainant to a team lead for further assistance. After further research our team lead explained to the complainant that a system error occurred when the complainant selected the “begin checkout” button multiple times, generating three orders that charged her credit card three separate times. Our team lead apologized for the inconvenience and informed the complainant that they would report this error to their supervisor and manager and that the two additional orders that were inadvertently ordered by the complainant would be voided and those two credit card charges would be fully refunded.

After receiving this complaint and reviewing our records for the charges iii question, and as indicated by our team lead, the two additional orders were voided and the charges to the complainant’s credit card were fully refunded by My Title Support on July 24, 2014. The complainant’s initial order was fulfilled and mailed to the complainant on July 24, 2014. The complainant also stated that our representatives told her that “several customers have complained about that same situation.” We reviewed our recorded calls with other complainants and did not find any such continents or unprofessional behavior being exhibited by our representatives or our team lead.

We have had no further communication with the complainant since July 24, 2014, We regarded this matter as resolved as we had provided the complainant with a full refund of the two orders the complainant ordered by mistake arid satisfied her remaining order. Please do not hesitate lo contact me if this is not the case, or if you have further questions regarding this matter.

Review: I have been using Central dispatch for YEARS! I have had an issue with a carrier for 2 weeks and I have not gotten any assistance in the matter. They keep saying Jerry is going to call me back abnd I never get a call back. I have spoke to [redacted], [redacted], [redacted] ONCE to [redacted] when this issue first started. I am livid. There is a carrier that gave my company a negative because I did not dispatch a vehicle to him and he is saying that I sent him the order via email which WAS NEVER DONE BY ME! [redacted] is VERY rude and uncaring for customers. I was finally able to contact her and she was unwilling to listen to a word I had to say. I asked for a supervisor multiple times and she refused to get me to a supervisor and proceded to hang up on me. I am not satisfied with the treatment that I am getting by this company and it's employees. I called again and then they do not answer when they see its my number calling. Something needs to be done.Desired Settlement: I am due a FULL Refund for the 2 and a half years that I've paid into this company. I use 2 sytems through them and if [redacted] is the one in charge of both, well, they need to let her go. This woman is disrespectful and has no tact. She obviously has memory lapse and needs to retire.

Business

Response:

I apologize for your frustration during the arbitration process for the negative rating received in August of 2014. The escalation process within CentralDispatch gives members 14 days to provide substantial proof of their claim before ratings are posted to the website, unless the rated company receives 3 negative claims within a 14 day period in which case, ratings will show immediately. This was the case for 4 Seasons Auto Transport as there were multiple negative ratings for “pending payment” which caused the ratings to show prior to the completion of the arbitration process. The rating company advised they had documentation to prove their ratings but did not provide within the required 14 day window and subsequently the rating was removed. The carrier advised that it had documentation to prove their position and resubmitted a new negative review that gave a new 14 day window to provide documentation or the rating would be removed without the ability to resubmit. Ms. [redacted] spoke to a supervisor on 8/14 and the negative rating was removed in good faith pending any other documentation that could be provided by the rating company to substantiate their claim. Again, my apologies for the frustration you've experienced - however, we will not be crediting your account as a result of this issue.

Review: This website did not deliver on the service contracted. The document in question was not available to be sent and I was still charged. When I contacted them 5 times each time I was told this was my fault, and that they sent me an email - I did not get, and they would not refund my money. I had to follow up with them on where my order was and they then turned it around and tried saying they contacted me. They contacted me two times to respond when I asked for this to be escalted from entry level support. The one person I spoke with said this would be resolved to my satisfaction. However, the next morning a team lead named "[redacted]" called me and would not listen or even acknowledge that that I had a valid complaint. I received nothing from this company for what I paid for except grief. They should not be allowed to handle documents issued for vehicles. Their customer service is a disgrace their call hold times unacceptable. They talk down to their customers (even when escalated to a supervisor or a team lead). I was told a supervisor would not be available to discuss this concern for days and would have to wait for him to call me back when he had the time.Desired Settlement: I would like someone to investigate this company and check out their refund policy and when they cannot deliver a service what a customer can do to get their money back. Also log a complaint on your site against them.

Business

Response:

On March 7, 2014 complainant placed a web order for a "Lien Satisfaction" on a 2008 Chevrolet Impala Vehicle Identification Number (VIN) ending in [redacted]. On March 7, 2014 we emailed complainant asking her to provide proof of the VIN as has the VIN she provided in her order did not match our records. Complainant contacted my title support on March 13, 2014 to provide verification of the VIN, as it had been entered incorrectly. On March 17,2014 complainant called my title support for a status. She was advised that we were waiting for approval form her lender in order for us to proceed, which is standard business practice. On March 18, 2014 complainant called my title support to cancel her request and obtain a refund. she was advised that the supervisor had left for the day and would contact her the following day. On March 19, 2014 complainant was contacted by a supervisor and was provided a full refund at that time.

Review: My financial lender instructed me to contact this company to change the name on my car title after I was married. I paid the company a $36.00 fee. I faxed them my marriage certificate, social security card,and drivers license, as instructed. After receiving the faxed info, the customer service rep said they can not prove that I am who I say I am. I explain that when I got married to my second husband, I dropped my first name and used my old middle name as my new first name. Social Security Administration, the DMV, and none of my banks, nor creditors had a problem with this. The rep says that I have not "legally" changed my name! I don't know what else to do! I then asked if we can just leave it under my old first name, but change my last name. He says, "Nope, not gonna happen." He says my "order will just sit in pending status until you can prove your name, and since the call is recorded it seems that you don't even own the car!" I then ask for my money back. Again he says, "Nope, that's not gonna happen either."

This man was extremely rude and insinuating that I was a "bad person" for being married a second time. He literally asked why I waited to change my name. It's none of his business that I waited to change my last name!

I see that this business as a alert on them. I DO EXPECT MY MONEY BACK SINCE THEY WILL NOT BE ABLE TO RENDER MY SERVICE WITHIN 30 DAYS!Desired Settlement: I want to be refunded my $36.00

I know it's not much, it's just the principle of the matter. I saw the directions saying to send in the needed info, a marriage certificate, so I did. BUT FIRST YOU PAY THEM, ONLY TO BE TOLD YOU AREN'T LEGAL....WHICH I AM!!!

Business

Response:

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matter. On 8/2/16, the complainant placed an online order for a name change on the title for a 2014 [redacted]. About three hours after the order was placed, a MyTitleSupport representative reviewed the complainant’s order. The “old name” and “new name” listed on the order were completely different names, so it was unclear if the name change that was requested was to remove an individual from the title and add another individual to the title, or if the name change was to change the entire name of the individual who was on the title. The MyTitleSupport representative called the complainant and left a voicemail asking her to call MyTitleSupport back regarding her order. The complainant called MyTitleSupport a few minutes later and informed the MyTitleSupport representative that her first, middle, and last names have all changed. The MyTitleSupport representative asked the complainant to fax proof of the name change to MyTitleSupport so MyTitleSupport can confirm that the complainant’s name did legally change. On 8/3/16, the complainant faxed a copy of her most recent marriage certificate, a copy of her driver license, and a copy of her social security card to MyTitleSupport. A MyTitleSupport representative reviewed the documents and was unable to locate anything that indicates that the complainant’s middle name was becoming her first name, or that her maiden name was becoming her new middle name. At the time the marriage certificate was issued, her last name was not her maiden name; it was the last name from a previous marriage. The MyTitleSupport representative called the complainant and left a message asking her to call MyTitleSupport regarding her order. The complainant called MyTitleSupport and explained that her middle name is becoming her first name, her maiden name is becoming her middle name, and her husband’s last name is becoming her last name. The MyTitleSupport representative asked the complainant if she had any other documentation to show all of the changes that are being made, and she said that the documents she already faxed to MyTitleSupport was the only proof she has, and no other documentation was given to her when her name changed. The MyTitleSupport representative explained that the documentation received didn’t show her middle name becoming her first name or her maiden name becoming her middle name and explained that MyTitleSupport usually receives more documentation than what she was able to provide. The complainant requested to cancel her order, and the MyTitleSupport representative reminded the complainant that when she placed her order, she agreed that all sales are final and no refunds are given, but if she can provide MyTitleSupport with more documentation supporting all of the changes being made to her name, MyTitleSupport would be able to continue to process the name change on her title. The complainant still wanted to cancel her order. On 8/8/16, a MyTitleSupport supervisor e-mailed the complainant’s lender to explain the situation and provided a copy of the fax that was sent to MyTitleSupport. The lender responded to the MyTitleSupport supervisor on 8/9/16 approving the name change. The MyTitleSupport supervisor called the complainant on 8/10/16 to let her know that her order was going to be processed based on her lender’s approval. The complainant told the MyTitleSupport supervisor that she received poor customer service the last time she spoke with a MyTitleSupport representative. The MyTitleSupport supervisor apologized and let her know that he was refunding her order in full. The complainant was satisfied with this resolution. We have had no communication with the complainant since the MyTitleSupport supervisor called her on 8/10/16. At this time, the complainant’s name change order with MyTitleSupport is being processed as she requested and the complainant has received a refund of the purchase price. Please do not hesitate to contact me if you have further questions regarding this matter. Regards, [redacted] Vice President Lender Solutions Dealertrack Technologies [redacted]

Review: I submitted a request for a lien satisfaction letter from mytitlesupport.com as I needed the letter to obtain a title for my vehicle I paid off but lender did not have title in their name. I submitted a request the morning of April 22nd 2014. I received an email later that evening that my request was rejected because I needed a letter from the company that paid off the loan that authorized me to obtain the letter. Up2drive (lender) would only send me a letter that I satisfied payment to them not that they paid HSBC therefore I could not submit to mytitlesupport.com. I called on 4/23 to cancel my order the rep Dena said I had to pay a $10 fee! They did not fulfill the order why am I being charged $10! This was never stated when I placed my order only on the receipt after the order was placed ( which is too late) since they have my money. I want a full refund for my order they could not fulfill.Desired Settlement: Full refund

Business

Response:

On April 21, 2014 complainant placed a web order for a "Lien Satisfaction" on a 2005 Nissan Maxima Vehicle Identification Number (VIN) ending in [redacted]. On April 21, 2014 we sent and email to the complainant asking her to provide a letter of authorization form the party that paid off the loan with the lienholder, and that we would not be able to process her request until we received such authorization. Complainant contacted us on April 23, 2014 and indicated that she was unable to provide us with a letter of authorization and asked our representative for a full refund. Our representative advised the complainant that we would retain a non-refundable $10.00 fee, as per our refund policy, we refunded the $18.00 to the complainant's credit card on April 23, 2014.

Review: I needed to get a Lien removed from the title on my 2005 Altima. The lien holder was [redacted] Auto. This company went bankrupt back in 2005. The [redacted] informed me that [redacted] was the company that bought out all the policies of [redacted]. I called [redacted] and they informed me that I would have to request a "release of lien" from them using [redacted]. I paid $55.24 to have this expedited. The order was suspended (and refunded), [redacted] emailed me to inform me that they were in fact NOT the lien holder and that it was [redacted]. So I called [redacted] and of course they informed me that I would have to request a "release of lien" from them using [redacted]. A few hours later when I checked the status of my request, it too had said that it was suspended due to more information required by the lender. During this time I called back the [redacted] and they informed me that the correct lender I should be contacting was "The [redacted]". I have called them and settled my lien issue. A few hours later I get an email stating that my request with [redacted] has gone through. I check the fax, and it contains a "letter of no interest". I paid for a "release of lien" so that I could get a lien removed from my title. This letter of no interest from [redacted] serves me no purpose. I paid for a service that I did NOT receive. I would like a refund. [redacted] would not give me one, their reasoning was not sound. They kept saying that I ordered a request and they fulfilled it. No, you didnt. I oreered a release of lien that I could use to remove a lien from my title. [redacted] and [redacted] should have mentioned that I in fact was NOT in [redacted]'s system and there was no lien with them in my name.Desired Settlement: full refund for $55.24.00

Business

Response:

In response to the complaint received from the Revdex.com posted 1/6/15, our employees have investigated the history of this matter. When the complainant placed an online order for a lien satisfaction letter for a 2005 Nissan Altima with the Vehicle Identification Number (VIN) ending in 4719 on 1/5/15, [redacted] did a search and was unable to locate account information for this VIN in [redacted]’s title administration database. At that time, [redacted] asked [redacted] to search their records for account information for this VIN, however [redacted] was unable to locate an account. When 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 complainant. This was shipped to the complainant via FedEx Priority Overnight on 1/5/15. The document was notarized and also included the year, make, and VIN of the vehicle. It 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 age. When the complainant requested a lien satisfaction letter to remove [redacted]’s lien, [redacted] assumed that the complainant did in fact have a lien on his vehicle and that the complainant needed to remove [redacted]’s lien from the title. The “Statement of Fact” letter serves the same purpose as a lien satisfaction letter and will allow the [redacted] to remove a lien. A 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 satisfied. The “Statement of Fact” letter allows [redacted] to assist consumers with removing liens even when no record of the vehicle is found, which is not uncommon. The complainant called [redacted] on 1/6/15 and said that he did not need the “Statement of Fact” because [redacted] was not the lienholder on the vehicle. By 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 [redacted]’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 needed. We have had no further communications with the complainant since 1/6/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Please do not hesitate to contact me if you have further questions regarding this matter.

Consumer

Response:

I am rejecting this response because: I ordered a release of lien. I did not get one. I did complain to the business and they refused. I was informed by the [redacted] that [redacted] was one of the companies that took over my lien from a different bank. When I called this business I asked of there was a way to find out if this was true before I spent the 50 dollars. They 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 submitted. This did not happen. There was no account info in their database but they ended up sending a letter stating thus and charging me for it. I ordered and paid for a release of lien. If they were not able to send me exactly that then I should not have to pay.

Business

Response:

In response to the rejected complaint received from the Revdex.com posted 2/11/15, our employees have further investigated the history of this matter. When the complainant placed an online order for a lien satisfaction letter for a 2005 Nissan Altima with the Vehicle Identification Number (VIN) ending in 4719 on 1/5/15, the complainant provided the incorrect information. [redacted] relies on the information the user enters in order to provide the requested service, and is not responsible when this occurs. We 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 letter. Oftentimes 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 [redacted] to show that there is no lien against their vehicle. Furthermore, as stated by the complainant, he saw that the status of the release was pending on [redacted].com. Subsequently, the complainant then found out that the correct bank was “[redacted]”. After the complainant found out the correct name of the bank , he then proceeded to settled the issue with that bank, instead of contacting [redacted].com and informing a representative that the information he provided us was incorrect and that the release should be cancelled. Instead, the complainant received a notice stating that the request at [redacted].com had gone through and was completed. The complainant should have called [redacted].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 [redacted].com had the wrong information and that it was in the process of processing such request. [redacted].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 bank. We have had no further communications with the complainant since 1/6/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Please do not hesitate to contact me if you have further questions regarding this matter.

Consumer

Response:

I am rejecting this response because: I was told by the dmv that [redacted] was the lien holder. I did not know this was the case until after I did my own research and found this out. I had also found this out AFTER the request was processed by [redacted]. I did NOT have ample time to cancel. Besides...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 holder. I called [redacted] and asked if there was a way to check if this was correct. I was told no however if they cannot process my request I will be told so and refunded my money and that is what happened. Except the second time my refund had been rejected. Also I did NOT give "incorrect" information ...the information was correct it was just that I was not in [redacted]s database and therefore my request should have been rejected and refunded.

Review: It was either April 2nd or the 3rd. I call this company to get a lien satisfied letter. When I spoke with whomever I ask how long would it take for me to get the lien satisfied letter they stated that it would take 7-10 business days, so ask could I get it fax also. The person stated yes. To get my lien release sent by mail cost $30 to get it fax cost $4 so I paid a total of $34. When I recievd fax I didn't notice the misspell name until I received the one in the mail. I call today which is April 23. I spoke to a gentleman and explain to him about the mistake. So he spell my last name which is [redacted] and I sdid that's what suppose to be on it but someone put [redacted]. He put me on hold and when he came back he stated that I spell the name out [redacted] and that's what I told the person on the phone. I told him that is not what I ssid. He proceed to say that I can get it corrected but I would have to pay for it again. I ask could I listen to tape that he so claim that I spelled my name like that he said that its against there policy for them to let me here the tape that lets you here how I spell my name. With that being said need to listen to the 1st tape when I call about lien and the 2nd call when I complain about misspelling of my name.Desired Settlement: Want to get the corrected spelling of my nam on lien satisfied letter

Business

Response:

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matter. The complainant placed an order with [redacted] over the phone for a lien satisfaction letter for a 2001 Chrysler Town and Country with the VIN ending in [redacted] on 4/9/15. When the order was placed, there was a discrepancy in the spelling of her name. When 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 correct. A lien satisfaction letter was faxed and mailed, via standard USPS mail, to the complainant on 4/13/15. The complainant called [redacted] on 4/23/15 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 required. Upon 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 charge. On 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 complainant. Her mailing address on the order is a PO Box and [redacted] won’t deliver to a PO Box. The complainant didn’t answer the phone and her voice mailbox is full so a message could not be left. To avoid further delays, a lien satisfaction letter was mailed via standard USPS mail to the complainant on 5/26/15. We have had no communication with the complainant since 4/23/15. 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 validated. At this time, the requested document has been mailed, at no additional charge, to the complainant. Please do not hesitate to contact me if you have further questions regarding this matter. . Regards, [redacted] Vice President Lender Solutions

Consumer

Response:

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

Review: I ORDERED A LIEN RELEASE FROM MYTITLESUPPORT.COM ON 3/27/15. BY 4/7/15 IT DID NOT ARRIVE. I CALLED MTS ON THAT DAY AND I WAS TOLD THEY WOULD SEND A SECOND ONE, I DID NOT RECEIVE THAT ONE EITHER. ON 4/15/15 I CALLED TO COMPLAIN AND WAS TOLD THEY WERE BOTH SENT AND PERHAPS THERE WAS A PROBLEM WITH THE USPS.I RECEIVE ALL OF MY OTHER MAIL, EVEN THE UNWANTED ITEMS, THERE IS NO REASON THERE WOULD BE AN ISSUE RECEIVING THESE UNLESS THEY WERE NEVER SENT. I ASKED THEY STEP UP AND SEND A THIRD. I HELD TO SPEAK TO A LEADER (RACHAEL). [redacted] TOLD ME A THIRD WOULD NOT BE SENT UNLESS I WANTED TO SUBMIT ANOTHER ORDER AND PAY TO HAVE IT EXPEDITED, PERHAPS USING A DIFFERENT ADDRESS OR DELIVERY TYPE OTHER THAN USPS.I WAS ASKED BY MTS REPRESENTATIVES ON 4/7 AND ON 4/15 IF I HAD RECEIVED THE FAX. YES, I DID, BUT I PAID TO HAVE IT MAILED AS WELL, SINCE MY MVA WILL NOT ACCEPT FAXED COPIES NO MATTER WHO SENDS THEM OR PRESENTS THEM TO THE MVA. MY CONFIRMATION NUMBER FOR THE ORDER IS [redacted], THE VIN ENDS IN [redacted].I WILL NOT DROP THE INSURANCE ON THIS VEHICLE UNTIL I CAN TRANSFER IT TO MY DAUGHTER, EVEN THOUGH SHE, TOO HAS PUT INSURANCE ON IT. IT MAY SOUND OVERDOING IT, BUT IF SHE MISSES AN INS. PAYMENT, THEN I HAVE A CAR IN MY NAME UNINSURED, I DON'T TAKE CHANCES LIKE THAT. I DID ASK [redacted] IF THERE WAS ANOTHER SERVICE OTHER THAN MTS TO USE AND WAS TOLD BY HER THERE WAS NOT, SO I FEEL STUCK KNOWING THERE ARE NO OTHER OPTIONS. I THINK THIS COMPANY IS A SCAM THAT TAKES YOUR MONEY AND SENDS THE PPWK TO YOU WHENEVER.Desired Settlement: I NEED THIS LIEN RELEASE AND I CANNOT OBTAIN IT THRU CITIZEN'S, THEY REFERRED ME TO MTS TO GET IT.I JUST NEED IT SENT TO ME, AS AGREED. THERE IS NO WAY TO TRACE AND CONFIRM 1ST CLASS MAIL, SO IF IT COULD BE SENT ANOTHER WAY, FREE OF COST EXCEPT FOR THE PRIORITY MAILING, I WOULD BE SATISFIED. I WANT TO GIVE THIS CAR TO MY DAUGHTER AND CANNOT PUT THE TITLE IN HER NAME UNTIL I GET THE LIEN RELEASE. CITIZEN'S NEVER SENT THE ORIGINAL, UNLESS THEY TOO, HAVE ISSUES WITH CONSUMER'S RECEIVING.

Business

Response:

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matter. The complainant placed an order with MyTitleSupport for a lien satisfaction letter for a 2001 [redacted] with the VIN ending in [redacted] on 3/26/15. The lien satisfaction letter was faxed and mailed via USPS standard mail to the complainant on 3/27/15. The complainant called MyTitleSupport on 4/6/15 to inform MyTitleSupport that the lien satisfaction letter that was mailed had not been received. A MyTitleSupport representative confirmed that the mailing address was correct and requested that another lien satisfaction letter be re-mailed to the complainant. A subsequent lien satisfaction letter was mailed via USPS standard mail to the complainant on 4/7/15. The complainant called MyTitleSupport on 4/9/15 to check the status of her second lien satisfaction order and a MyTitleSupport representative informed her that it was re-mailed on 4/7/15. The complainant called MyTitleSupport on 4/14/15 to let MyTitleSupport know that neither the first nor second lien satisfaction letters were received. Again, a MyTitleSupport representative confirmed that the mailing address was correct. The complainant’s call was transferred to a team lead. The team lead did confirm with the complainant that the mailed lien satisfaction letters were not received, but the faxed copy had been received. The 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 done. The 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 order. The complainant did not wish to place another order, so the MyTitleSupport team lead advised her to allow a full 7 business days from the latest ship date for the lien satisfaction letter to arrive. The complainant called MyTitleSupport on 4/20/15 and said that she did not receive the lien satisfaction letter yet. She 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 shipping. The complainant agreed and placed her new order for a lien satisfaction letter (confirmation # [redacted]) on 4/20/15. The lien satisfaction letter was sent to the complainant via [redacted] 2-Day shipping on 4/20/15 and was delivered on 4/22/15. A refund for the processing fee was entered by the team lead on 4/20/15, and the refund processed successfully on 4/21/15. The complainant called MyTitleSupport on 4/21/15 to check on the refund, and was informed by a MyTitleSupport representative that the refund was processed. We have had no communication with the complainant since 4/21/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. At 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 settlement. Please do not hesitate to contact me if you have further questions regarding this matter.

Review: I have been unable to receive the title to my car since paying off my loan with [redacted] bank. I was told by [redacted] bank that the title was mailed to us after our final payment was completed on September 5th 2014. [redacted]'s bank had mailed the title to the wrong address and advised me that the only way to get a title was to use the services of mytitlesupport to request a duplicate title from the PA DMV. I then contacted mytitlesupport on March 26, 2015. I paid $95 to mytitlesupport for a duplicate title. On May 18th I received an email from mytitlesupport stating that my order had shipped. On June 22nd, I received a letter from the PA DMV stating that I must provide a lien release letter and $50 in addition to other documentation that my husband and I had already provided to receive a duplicate title. Mytitlesupport states that they provided the lien release letter and a $50 check to the PA DMV on April 1st. They cannot provide me with any proof such as a copy of a canceled check to prove that they have provided the service I paid for. I contacted mytitlesupport on July 9th to request a refund of the $95 dollars I paid them for a duplicate title which they have never provided. That stated that they do not provide refunds and that they had delivered the service they had promised. I do not have a title to my car which was what I paid them to obtain. I have a letter from the PA DMV stating that the documents mytitlesupport states they have provided have not been received from the PA DMV.Desired Settlement: I want my money refunded and I would like mytitlesupport to be investigated for fraudulent business practices.

Business

Response:

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 matter. The complainant placed a phone order for a duplicate title for a 2010 Subaru Outback with the Vehicle Identification Number (VIN) ending in 2003 on 3/26/15. 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 owner. Normally, 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 letter. The 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 7/9/15. The complainant told a MyTitleSupport team lead representative on 7/9/15 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 title. The 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 MyTitleSupport. The complainant told the MyTitleSupport team lead representative that the PA DMV told her that MyTitleSupport didn’t submit any documents to the PA DMV. The MyTitleSupport team lead representative told the complainant that she would investigate the issue, and on 7/9/15 she sent a notarized lien satisfaction letter to the complainant in case the PA DMV required her to submit one. Upon further investigation, MyTitleSupport discovered that the $50 check that was sent to the PA DMV (PennDOT) did clear, and MyTitleSupport has an image of the cleared check. That information was given to the complainant on 7/10/15. 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, FL. On 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 submitted. The MyTitleSupport team lead representative requested that a corrected title be issued or that the PA DMV refund MyTitleSupport. The 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 days. The PA DMV did not call MyTitleSupport with an update. A MyTitleSupport supervisor left a voicemail for the complainant on 8/12/15 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 7/10/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Upon further investigation with the complainant’s home state of Ohio, MyTitleSupport learned that the OH BMV issued a title without a lien on 8/1/15. 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 title. Please do not hesitate to contact us if you have further questions regarding this matter.Regards,Dealertrack###-###-####

Business

Response:

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 matter. The complainant placed a phone order for a duplicate title for a 2010 Subaru Outback with the Vehicle Identification Number (VIN) ending in 2003 on 3/26/15. 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 owner. Normally, 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 letter. The 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 7/9/15. The complainant told a MyTitleSupport team lead representative on 7/9/15 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 title. The 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 MyTitleSupport. The complainant told the MyTitleSupport team lead representative that the PA DMV told her that MyTitleSupport didn’t submit any documents to the PA DMV. The MyTitleSupport team lead representative told the complainant that she would investigate the issue, and on 7/9/15 she sent a notarized lien satisfaction letter to the complainant in case the PA DMV required her to submit one. Upon further investigation, MyTitleSupport discovered that the $50 check that was sent to the PA DMV (PennDOT) did clear, and MyTitleSupport has an image of the cleared check. That information was given to the complainant on 7/10/15. 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, FL. On 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 submitted. The MyTitleSupport team lead representative requested that a corrected title be issued or that the PA DMV refund MyTitleSupport. The 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 days. The PA DMV did not call MyTitleSupport with an update. A MyTitleSupport supervisor left a voicemail for the complainant on 8/12/15 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 7/10/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Upon further investigation with the complainant’s home state of Ohio, MyTitleSupport learned that the OH BMV issued a title without a lien on 8/1/15. 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 title. Please do not hesitate to contact us if you have further questions regarding this matter.Regards,Dealertrack(937) 655-4704

Do not use this service. It's a scam that bank use to con people out of money to transfer titles between states. Their representatives are useless and don't even know state requirements. Call your DMV. DO NOT SURE MYTITLESUPPORT.COM IT'S A SCAM.

Review: I placed an order for a lien satisfaction for my car on May 9, 2014. Their system takes 2 days to process orders and 5-7 days for shipping. I called today and their customer service representative said that it was delivered on May 28, 2014 which I had never received. I moved to a new apartment number on June 8, 2014 and was told that I was required to fill out a new order request for my new apartment number. I'm really tired of dealing with this company and [redacted]. It's been a battle with both companies ever since I drove off the car lot and I'm paying them for it.Desired Settlement: I would like for my original charge of a mere $23.00 be refunded for my first order, and for the company to carry out what they post on refund policies and shipping policies.

Business

Response:

In response to a letter received from the Revdex.com, dated June 27, 2014, our employees investigated into the history of this matter. It appears from our records that on May 9, 2014 the complainant placed a web order for a "Lien Satisfaction" on a 2008 Chevrolet Aveo, Vehicle Identification Number (VIN) ending in [redacted]. On May 12, 2014 the order was fulfilled and shipped to an incomplete address. This error was discovered on May 28,2014 when we received a "return to sender" from the [redacted], and we reshipped the lien satisfaction with the corrected address that same day. On June 26, 2014 the complainant placed a new web order for a lien satisfaction, and then called back later that same day indicating the he had located the original lien satisfaction letter that we mailed on May 28, 2014. The complainant requested that we void and refund him for the second order placed on June 26, 2014.

Review: I USE THIS COMPANY TO OBTAIN LEIN RELEASE FOR VEHICLES FINANCED WITH BANKS WHO HAVE BEEN BOUGHT OUT BY OTHER BANKS. IN THE PAST 5 MONTHS I HAVE HAD TO APPLY FOR LEIN RELEASES FOR 4 VEHICLES HAVE PAID FOR THE SERVICE AND HAVE HAD TO CALL AND FAX MORE THAN 3 TIMES FOR EACH ONE. THIS PARTICULAR VEHICLE HAVE BEEN TRYING TO GET SINCE SEP. 2015 WE ARE IN NOV NOW AND STILL DO NOT HAVE WHAT I NEED. I HAVE CALLED THEM MORE THAN 4 TIMES AND FAXED TO THEM 4 TIMES. THEY GIVE ME DIFFERENT FAX NUMBERS AND ARE SAYING THEY DON'T RECEIVE MY FAXES. THIS IS THE ONLY COMPANY I CAN USE TO GET THESE TYPE OF LEIN RELEASES. THEY HAVE US BECAUSE THEY ARE THE ONLY ONE I CAN USE. WE PAY FOR THE SERVICE AND WE DON'T GET THE SERVICE THEY PROVIDE.ALSO, IF YOU CAN SUGGEST ANOTHER COMPANY TO USE OUR COMPANY WOULD APPRECIATE IT.Desired Settlement: WOULD LIKE THEM TO ISSUE MY LEIN RELEASE - THIS VEHICLE IS NO GOOD TO OUR COMPANY WITHOUT A TITLE.

Business

Response:

In response to the complaint received from the Revdex.com, submitted 11/18/15, our employees have investigated the history of this matter. The complainant placed a phone order for a lien satisfaction letter for a 2005 [redacted] Grand Caravan with the VIN ending in 5760 on 10/15/15. Because the complainant is not the party who paid off the loan, a MyTitleSupport representative sent an e-mail to the complainant on 10/15/15 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 letter. The e-mail instructed her to either fax the document or send it via mail. On 11/10/15 the complainant called MyTitleSupport because her order has not been fulfilled. A MyTitleSupport representative informed her that a bill of sale or authorization was not received, so her order has not been fulfilled. The 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 received. An alternate fax number was provided to the complainant at that time. On 11/15/15 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 yet. The complainant called MyTitleSupport again on 11/17/15 and said that she sent several faxes to MyTitleSupport. The MyTitleSupport representative reviewed the order with a supervisor, and the supervisor searched for the faxes that the complainant said she sent. The faxes were not received. When the MyTitleSupport representative got back on the phone and announced his presence, the complainant disconnected the call. Three attempts were made to call the complainant back, however she did not answer the phone. The complainant called MyTitleSupport on 11/18/15 and said that she had faxed the documents several times. The MyTitleSupport representative asked what fax number the documents were being sent to, and the complainant provide a fax number that had one incorrect digit. The MyTitleSupport representative provided the complainant with a valid fax number. The complainant sent one more fax to MyTitleSupport and it was received. The lien satisfaction letter order was fulfilled and the document was sent via USPS standard mail and was faxed to the recipient on 11/18/15. After reviewing this complaint we find that we have followed our policies and procedures and no errors were made on our part. Please do not hesitate to contact me if you have further questions regarding this matter.

Consumer

Response:

I am rejecting this response because:BECAUSE IN THE PAST I HAD 3 OTHER LEIN RELEASES THAT TOOK MORE PHONE CALLS AND FAXES FOR EACH ONE - ALL THE SAME RESPONSE FROM THEM - SAYING THEY NEVER REC'D WHAT I SENT THEM EVEN THO I SENT THE CONFIRMATION SHEETS WITH THE FAXES IN THE PAST I SENT A COMPAINT TO MY TITLE SUPPORT THEY GAVE ME AN ADDRESS FOR DEALTRACK TECHNOLIGES. WHICH I GAVE YOU THE ADDRESS IN MY COMPAINTTHEY WILL NEVER TELL YOU EXACTLY WHAT HAPPENED BUT I WILL FIND ANOTHER COMPANY TO DEAL WITH. WE PAID TO MUCH MONEY FOR THE SERVICE WE RECEIVED FROM THIS COMPANY

Review: I paid for their service, and they said it would process within 48 hours. It is now 116 hours later and I still have nothing. They do not provide refunds, and they are not able to reach by phone. I was able to reach them at one point, but their automated telephone service sends you on a loop.Desired Settlement: I would like a refund. My situation where I needed their service was time sensitive. Had they been able to fulfill their side of their agreement by the time they advertise, there would not be a problem. They failed to hold up their side of the agreement, and now I'm out $ that I didn't have to spend on a useless service.

Business

Response:

In response to the complaint received from the Revdex.com, our employees have investigated the history of this matter. The supervisor of MyTitleSupport called the complainant on 4/4/2016 and left a message for the complainant to call him back. The complainant called the MyTitleSupport supervisor back forty five minutes later and the MyTitleSupport supervisor explained to the complainant that the delay on his order for a lien satisfaction letter for a 2001 [redacted] with the VIN ending in [redacted] was caused by MyTitleSupport having to contact the lender to obtain the account and payoff information due to the age of the vehicle. The supervisor then mailed the complainant’s document to the complainant, followed by a faxed copy, within an hour of speaking with the complainant. The complainant was satisfied with that resolution and told the MyTitleSupport supervisor that he no longer wanted a refund and that his needs had been met. We have had no communication with the complainant since 4/4/16. At this time, the requested document has been mailed to the complainant and the fax was sent as requested. Please do not hesitate to contact me if you have further questions regarding this matter. Regards, [redacted]