Paperwork submitted included the lien release and paid in full letter of a 2015 Toyota RAV4 so the refund could be issued in my name only. The checks were issued on 10/11/18 in the name of the original lien holder. I have had to fax the same paperwork to TFS twice to have the checks reissued. I was told on 11/23/18 that the checks would be sent overnight after faxing the 2nd time. On 11/26 I was told they went out the door; on 11/28 I was told they never left and no one had a clue as to when I would receive my refund. When I originally called to check the status of my refunds on 10/29, I was told everything except the fact that the checks were issued in the wrong name. If I had been informed then, I would have requested a reissue at that time. Instead, I was made to wait until 11/09, when I called the 2nd time (had to wait 30 days for the checks to not show up). Sent the 1st fax (2nd set of paperwork) on 11/12. (I still have the activity report from the fax machine in question that shows the fax went through successfully.) I am utterly confused as to why 2 representatives would lie, saying the checks would be sent overnight as soon as my fax was received. The 2nd representative even went so far as to lie and say the checks were already mailed. Why? At this point, I feel as though my money is being held hostage (over $2000).