Consumer complaint received 2022-08-10
Company: Mercedes Benz Financial Services
State: WV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased my XXXX XXXX  on XX/XX/2022 and the amount financed is {$38000.00}. However this vehicle was totaled on XX/XX/XXXX with the first payment due on XX/XX/2022. The vehicle also has an extended warranty and a device package rolled into the financing, totaling {$4400.00}. I called the day after the accident and had these cancelled for a full refund. The finance lady at the dealership ( XXXX XXXX ) and the XXXX said it would be taken care of that day ( XX/XX/2022 ) and that the amount of the extra products would just be taken off of the loan balance. Today is XX/XX/2022 and Mercedes Benz financial has no information from the dealership stating those services are to be cancelled. my insurance company can not payout until they see the title processing on the metro dmv website for West Virginia, which its not and the dealership states they filed it in XX/XX/2022. But theres no record of that at all. The vehicle is still titled to XXXX XXXXn Pennsylvania and its been well over 30 days. Furthermore Mercedes Benz financial has been informed by my insurance company that the vehicle was a total loss and I was told by a Mercedes Benz financial rep that once the insurance company called and told them it was a total loss that I would interest and payments would be deferred, however MB financial is now saying thats not the case and they are showing my payoff to the insurance company as l~ {$39000.00} when the amount I financed was significantly less than that. This dealership has created a huge issue for me. I have to return my rental car Friday, XX/XX/2022, and I have another vehicle on hold but because of Mercedes Benz XXXX and their shady methods and lack of urgency, my credit is at risk of being ruined. Nobody can give me a straight answer at Mercedes Benz XXXX, Mercedes Benz Financial, or Mercedes Benz XXXX. The finance manager at that dealership, who I called today, said he didnt even know about the situation and would look into it, after Ive been calling for a week with no return calls. This is unacceptable. When I purchased the vehicle I never even met a finance person or had anybody explain the loan to me, nobody offered gap insurance, no disclosures were given, and I didnt even receive my copies of the paperwork until a week and a half after the salesman sold me the car and realized he didnt give me my documents. Something with this has not been done correctly. Last thing, when I purchased the vehicle they told me that I could take it for two weeks because they didnt have the title, well the title magically arrived in the next two days and they got me the car, however they didnt file the title paperwork for almost two weeks after the purchase? I still dont have the permanent plate or registration. I just dont find it fair for me to be held accountable for a situation that I have absolutely zero control over. The way they did the numbers on the financing seemed WAY off too but a copy of that contract is attached.

Company response to consumer: Closed with explanation