ComplaintsforBalboa Thrift & Loan Association
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Complaint Details
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Initial Complaint
12/28/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Paid off a **************************** October 25th 2020 , have not received anything including the title/pink slip to the car. Called the business and got lied to on numerous occasions. And found out that they still have the title they did not summit it over to DMV as I talked with the main headquarters of the ********** in **********.Business response
01/03/2024
Dear *****************,
We have received your complaint dated December 28, 2023, regarding your title/pink slip for 2012 **** Escape.
First, Balboa Thrift and Loan would like to apologize for any inconvenience you may have experienced during your loan's handling and any unprofessional behavior you received. BTL does not promote or support any type of neglect to you or any of our customers.
We performed a detailed review and analysis of your account to provide a clear and accurate response.Please find below our assessment of this case:
On October 21, 2020, you paid off your loan, and on October 25, BTL processed a lien release in your vehicle (attachment 1).
To protect our customers' privacy and simplify our vehicle title management, BTL administers a consolidated electronic title portfolio, which interfaces with the *** database. *** does the final release once BTL processes a lien release.
On December 22, you notified BTL that you did not receive your title. The employee who assisted you over the phone researched your lien's status and found a *** error notification (no additional information about the type of error). Thus, BTL performed the lien release again.
The title has been released (attachment 2) from the ***.
We appreciate you contacting us regarding your concerns. Inquiries like yours help us identify improvement opportunities in our communication with customers. Should you have any additional questions, please do not hesitate to contact me.
Respectfully,
*****************,
Compliance Officer
Balboa Thrift and LoanCustomer response
01/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** On Behalf Of *************************
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Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.