Consumer complaint received 2023-05-15
Company: TOYOTA MOTOR CREDIT CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I was recently notified by XXXX XXXX that I was late 30 days on my auto loan with Toyota Financial Services. I thought this was strange because I didn't receive any communication from them and just submitted a payment on XX/XX/XXXX. I called in and spoke with a representative on XX/XX/XXXX Wednesday. This first person that answered after I went through the automation didn't respond when the call went live and hung up when I was saying hello. I called back and spoke with a gentleman and explained my issue. He stated that he saw my most recent payment and said if I would like an extension for the past due amount. I told him I needed an explanation on 1. Why I wasn't notified and 2. Which payment was actually past due. He stated that he just sees the past due amount. I told him I can pay the additional amount owed but I want to speak to whoever is in charge of reporting the late status to the credit reporting agencies. He stated he didn't know who or how to get me in touch with this person, but he can submit a complaint and these individuals would give me a call to discuss by the end of the week. I never was contacted by anyone. Seems to be a pattern. 

I contacted them again first thing Monday morning XX/XX/XXXX and spoke with a different agent. She stated that they denied my complaint. I asked why I was never contacted to discuss the matter and she stated they attempted to phone me and sent me letters. I explained that I never received a phone call from Toyota Financial Services and was for sure never left a voicemail. She stated that they attempted mail but when I called last week they didn't have my correct mailing address on file and had a work phone I don't even use anymore and has been disconnected since XXXX. I asked why I was never contacted via email as that is my preferred method of communication and she didn't have an answer for that. I stated that I receive an email confirmation when I make a payment and when my address was changed the previous week so I know they have that correct information. She was unable to assist me from this point so I asked for the call to be escalated to a supervisor or different department who is in charge of the credit reporting. She proceeded to put me on hold for 10-15 mins which now I believe she was discussing with her manager to get rid of my call because she proceeded to transfer me to a marketing division that handles these issues. I said ok, and when the next person got the phone I asked what her department had to do with my complaint she stated that she just tried to explain to the same agent that she doesn't handle these issues. I thanked her for being honest as she was pleasant to speak to after my frustration with the previous agent. I have a 100 % percent on time payment history across multiple creditors and I paid 2 monthly payments in the span of 1 week to address this issue all while dealing with this poor service from Toyota Financial. I believe they need to right their wrong and remove the late payment status.

Company response to consumer: Closed with explanation