NFCU BEWARE !! Nationwide

My son took out his first car loan with NFCU.  He set up his auto pay prior to deployment.  NFCU apparently never received his title (so they say) and converted his collateral loan to a signature loan with a much higher interest rate.  Miraculously the title appeared several years later but by that time my son had over 2 years of late payments since his auto payments weren't sufficient to pay off in full this higher interest rate loan.  They are now claiming he owes close to $900 in late fees.

How can anyone verify WHEN they receive the title ?  Who knows if someone intentionally didn't "lose" the title so they could turn around and change the loan type?  What consumer protections are out there ?  

I'm sure my son isn't the only person this has happened to.  What a horrific way for a company to take advantage of our military.  I'm sure our military is an easy mark for NFCU since they are aware our soldiers get deployed overseas and unable to address their "lost title".  Give me a break !!!  RIP OFF ARTISTS !