Consumer complaint received 2022-04-08
Company: Mercedes Benz Financial Services
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Customer service has wait times excess of 1.5 hours. I work 12+ hour days so it makes it difficult to find a time to call during business hours and to stay on hold. Twice, Ive taken Personal Time Off from work to dedicate to calling Mercedes. This is not acceptable! 

In XXXX I opted to buy my car and submitted an application for a lease buyout. I had to submit my application at least twice, the last was in XXXX. 

My loan was approved on XX/XX/XXXX. Loan docs were to be mailed to my primary residence in XXXX XXXX. 

Between late XXXX and XXXX, I made a minimum of six attempts to call Mercedes Benz Customer Service but was not once successful. Extended wait times and my work schedule limit my ability to stay on hold more than 45 minutes. 

On XX/XX/XXXX I took a Paid Time Off from work to dedicate the day to call Mercedes and inquire about the status of my account. I had grown worried that I had not received the loan docs or a loan number to make a payment, and my inability to reach an associate was exasperating try concerns. After holding 1:45 minutes, I spoke to a representative who mentioned loan docs were not allowed to be sent to an alternate address and given so much time had elapsed, I needed to reapply for a loan. This information conflicted what I had been told in XXXX because I had provided the rep my billing address to mail the docs. Upon placing me on hold and the call was disconnected and I never received a call back. I attempted to call Mercedes but after waiting on hold for over an hour and a half, the call center closed. 

Unbenounced to me, the following Saturday, on XX/XX/XXXX my car was repossessed. I had assumed my car had been stolen, even attempted to file a police report, but to my embarrassment, XXXX XXXX Police informed me that my car had been repossessed. Never once had Mercedes noticed me. 

I took more time off from work to deal with this matter - and when I called Mercedes on XX/XX/XXXX, I received inconsistent information. I was informed that my car was placed in repossession status on XX/XX/XXXX. But not once had a Mercedes informed me of this ; not by email, mail or by phone during my phone call on XX/XX/XXXX. 

Last week, when a supervisor called me to notify me of a past due balance, she mentioned that Mercedes placed my car in repossession status on XX/XX/XXXX - negating what the prior rep had told me. Again between XXXX and XX/XX/XXXX ( when the car was repossessed ) I had talked to at least 5 representatives and not once had anyone mentioned this info to me by phone. Not once did Mercedes notify me of a repossession, neither verbally or in writing. 

The rep stated that Mercedes assumed I no longer wanted the car because I didnt return the loan documents. This is the most irresponsible statement I have ever heard. Why would your organization lead with assumptions and not verify this information? Why would your organization assume I made over 30+ successful, timely payments and then decide I dont want the car. And when does an organization assume, not confirm the details? 

Under the Fair Credit Reporting Act, your organization is required to ensure 100 % accuracy in the information you report yet I have been reported late as of 120! How can Mercedes vehemently standby this information if it assumed I didnt want the car when in fact, my loan docs were sent to the wrong address, no one contacted me to determine if I was canceling the lease buyout, confirm I was returning the car, or provide me with instructions to return the car. Is a repossession the most feasible and least intrusive was to have clients return their cars to your organization - while clients have their personal belongings in the car? 

Im absolutely baffled by Mercedes lack of communication and the irresponsible manner this entire situation has been handled! To say this has been emotionally and financially draining is an understatement. I have had increased stress/anxiety which has exasperated my XXXX. It had impacted my ability to commute to work and even take my dog to the vet for ongoing medical treatments. The lack of transportation has impacted my need to get a rental car in a peak market in excess of {$1700.00} a month because of limited inventory to buy a car. And the negative reporting from Mercedes is impacting my financial integrity and potential irreparable damage to my career. 

My XXXX has reduced to XXXX and I am unable to buy a new car and stuck with a rental until this matter is resolved and I cant get a hold of anyone at Mercedes.

Company response to consumer: Closed with explanation