Consumer complaint received 2020-11-10
Company: TOYOTA MOTOR CREDIT CORPORATION
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
XXXX - I purchased a XXXX XXXX  XXXX from XXXX  of XXXX. I dealt with XXXX XXXX, Finance Manager. I signed all documents electronically using a device that was on XXXX XXXX 's desk. After signing, XXXX XXXX gave me a thumb drive instead of a paper copies of my documents. 

XXXX - I reviewed by documentation on the thumb drive. I noticed a charge for an extended warranty that I did not approve. I emailed XXXX XXXX about the error and wrote ( US Mail ) both the dealership and XXXX Insurance, the provider of the insurance policy. 

XXXX - I called Mazda Financial to find out about the loss payee clause for my insurance. During the call, I asked about the contact. The Mazda representative emailed a copy of the contract they had received from Mazda of XXXX. I opened it and learned that the amount financed had been altered slightly, and that the first payment was due one month earlier than it appeared on my signed contract. 
XXXX - I placed multiple calls to XXXX  of XXXX. After speaking to several individuals, XXXX XXXX finally returned by call and said the insurance charge would be flat cancelled and would be applied as a curtailment to my loan, and that the " mistake '' on the signature was due to a keypunch error and that he had not intended to make my financing terms less attractive, and that he would get the contract flat cancelled and resubmit it to Mazda. 

XXXX - I called XXXX Insurance and alerted them that I had cancelled the extended warranty coverage. The representative indicated that they had my correspondence and that that the policy would be flat cancelled. 

XXXX XXXX XXXX called me to say he was overnighting the paperwork to Mazda and that I needed to give him permission to run my credit again. I gave him verbal consent. 

XXXX - I called Mazda again regarding the error in the first payment date as there was no change in my onlline account. The representative said that they had received paperwork from the Dealership changing the insurance company from XXXX to XXXX XXXX XXXX XXXX No other paperwork had been received from the dealership. During this call, I expressed concern about the Dealership 's intentions, especially since XXXX XXXX had not followed through on any of his assurances. The Mazda representative said she would reach out to the Dealership. 

XXXX - Call to Mazda Financial as to status. I confirmed Mazda Financial had my correspondence, including a copy of the contract I actually signed. The Mazda representative indicated they were still waiting on a response from the dealership. 

XXXX - Call to Mazda Financial. Mazda representative confirmed that they had a lot of information logged regarding this dispute, but that they could not rebook the account without the paperwork from the dealership. I told the rep that the dealership was supposed to send the paperwork weeks ago. I was placed on hold, and when the representative came back, she confirmed that the had the paperwork from the dealership and that a resolution should be forthcoming within a week or so, and that I would receive a letter. 

XXXX - Called Mazda Financial. They stated that they had sent me a letter on XXXX stating that no incorrect information had been reported to the credit bureau. I expressed surprise that they did this since I had not yet disputed anything in the credit bureau, but instead was disputing the first payment date, which should be XXXX and not XXXX. I asked to speak to a supervisor. A man named " XXXX '' came on the line. He explained that he had been involved in trying to resolve this dispute since the beginning, and that they did have the right contract, but they needed XXXX XXXX to transmit a new credit report because they were unable to rebook the account as the old credit report was too old. He indicated they had contract XXXX XXXX about this multiple times, with the last contact with him eight days ago. XXXX stated that XXXX had told them he could not pull new credit as I had a lock on my credit file. While on the phone with XXXX, I went to the XX/XX/XXXX site and temporarily lifted the freeze. XXXX placed me on hold to again try to reach XXXX XXXX. XXXX came back saying the call went straight to voice mail, and that he did not leave a message. XXXX advise me to try to get the dealership to take some action. 

XXXX XXXX same day ) I called the dealership and spoke to XXXX XXXX, a manager of customer service. I explained the situation to XXXX. She said the matter was above her " pay grade '' and said she would take the matter to the Finance/Internet director, XXXX XXXX. 

XXXX XXXX called me back and said that XXXX XXXX would not intervene, and that XXXX XXXX was out of town and had been for several days. She stated there was nothing whatsoever that Mazda of XXXX was willing or able to do to correct this matter, and that I had no other options. I indicated I would be filing a complaint with the CFPB and possibly pursuing forgery charges.

Company response to consumer: Closed with explanation