Problem Solver: Bank Sends Car Title

When you pay off your car the title is supposed to be handed over to you. But what if you had to wait nearly a year to get it in your hands? That's why one Upstate man contacted 7 On Your Side. When he couldn't get the bank to help News Channel 7's Dianne Derby made sure the bank did.

By: Dianne Derby | News Channel 7
Published: June 02, 2008

When Brent Byrd bought his Ford Mustang he had it paid for in just a few years.

"I worked two jobs to get it and went to school at the same time," said Byrd.

He made his final payment nearly a year ago and since then he's been waiting for First Citizens bank to turn over the title to the car.

"We called and called I don't know how many times," said Byrd.

So when his calls didn't get him the answer he wanted 7 On Your Side got it for him.

"I knew I would be able to get it if I called you," said Byrd.

Within 24 hours of our contact to First Citizens bank Brent had the title in his hand.

"I thought it was awesome that was so fast," said Byrd. "It took us 10 months and it took you less than a day."

During a phone interview we talked with First Citizens spokesperson Christie Hill. She blamed the hold-up on a "customer service breakdown".

"The folks in our branches they have a lot on their plate administratively and I think this one just fell through the cracks," said Hill.

Hill said because of this incident First Citizens is taking a closer look at their customer service to make sure this doesn't happen to anyone else.

"We'd like to apologize for the circumstances that impacted Mr. Byrd and the assurance that we've already taken steps to improve the process down the road so hopefully customers won't find themselves or we won't impact customers in the same way going forward," said Hill.

Now Brent can get back to enjoying the car and title he worked so hard to get.

We get a lot of requests for help with problems with banking institutions so 7 On Your Side wants to make sure you know where to go to file a complaint. Contact the Federal Reserve's consumer help center by calling 888-851-1920 or click here to file a complaint online with the Federal Reserve.