Family Gets Closure on Late Father's Debt

When college student Ashaley Arnold's father died in February, she was named executor of his estate.

“It kind of happened suddenly,” she said. “We had to get everything in order.”

For the most part, things went smoothly, except for a $1,100 balance on a loan for her father’s minivan.

The family paid off the loan in June, but despite sending LoanMax the required documents, the family didn’t receive the title, Arnold said.

LoanMax insisted on even more documents, she said.

“Once we called, they said they received everything, that our part was finished and that they'll be mailing out the title soon,” she said.

But they still didn’t receive the title.

“It was just a whole bunch of confusion after that," Arnold said. "They said they needed more documentation."

NBC4 Responds contacted LoanMax, which said typically these title releases are simple when done in person but "when the release is conducted over the phone and through the mail, verifying the documentation and the identity of the person making the request is more difficult."

In the end, the company did approve the title release and sent it to the family.

“They contacted us the very next day and told us we got it done ... They finished it. They told us we didn't have to worry anymore and they'll be sending us the title,” Arnold said. “I was able to breathe again.”

Now that Arnold has the title, her dad's minivan is up for sale.

If you have a complaint against a loan company, contact the Consumer Financial Protection Bureau. Once it forwards your complaint, the company has 10 days to respond.

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