Business ProfileforCommunity Trust Bank - Pikeville

I am ready to privately sell my vehicle and called yesterday (March 9, 2023) to get the payoff amount and inquire how to pay the payoff in order to get a release of lien or some sort of document stating the lien was satisfied so that I could transfer ownership at the DMV and sell my vehicle to a person who does not live in my town and will be leaving Monday. I was told yesterday by the employee who answered that this was no problem and instructed me to pay the payoff via ******** ( a phone system in which you enter your bank account and routing number to make payment) and then email a signed letter stating that I would like my release of lien document emailed to me. I followed all instructions, paying the remaining $3,829.19 payoff from my checking account via ********, waited until today to ensure the money had been taken from my account, and then sent the email exactly as instructed. I followed up with a call - explained the situation and requested that they email it at their earliest convenience. Much to my surprise, I receive an email stating that unless the payoff was received by wire transfer, they cannot provide a release of lien or any document stating that I have satisfied the lien. I've called and explained that the error is not mine, but theirs, however they refuse to do anything to correct their mistake. Now - had I been told that yesterday (that I needed to complete the payoff via wire transfer) when I called the bank to ask for instructions on how to do this - I would have gladly gone to my bank and completed the payoff by wire transfer, however I was given erroneous instructions that have now cost me the $6,170.81 profit that I would have received for the sale of my vehicle. Now I've paid $3829.19 that Community Trust Bank has in their possession - in their account - that I cannot get back - and I also still have my vehicle - that I am not able to sell, thanks to an error on their part, that they refuse to make right.