Consumer complaint received 2017-11-01
Company: TOYOTA MOTOR CREDIT CORPORATION
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
In XX/XX/XXXX my father purchased a lease, a XXXX XXXX XXXX XXXX. Upon executing this lease, he/we were advised that ware and tare and credit life disability insurance would be included. Unfortunately, little over a year later health issues came up with my father and upon speaking with XXXX XXXX and XXXX Customer Experience and XXXX XXXX we were advised the insurance was not a part of the lease and asked if we were aware of a 2nd lease/contract. We were not aware. Then they looked into more of not having this credit life disability insurance. XXXX XXXX asked me to reach out to the dealership, XXXX Of XXXX XXXX. In Which I did. Month of trying to get to someone, I then called back XXXX Customer Experience which then a man named XXXX was the middle person and had someone from dealership call me, she had no idea what to do when I spoke to her. She advised the insurance is offered to all and is part of a contract. She stated she will look further into this as this was not her department. She emailed me and stated she tried to call and couldnt get ahold of anyone to reach out to sales dept. She didnt copy anyone or forward my info, so again I was left fighting for a response. I then called back XXXX Cust Experience who then advised case closed and that I need to speak with XXXX XXXX as they are whom payments are made too. I called and was told I would get call back. Few days went by a guy named XXXX XXXX from the dealership called, who was rude with the first call and call ended up disconnecting on me. Hour later he called again, and we again went over the info, he was brushing me off and stated I dont know who told we offer credit life disability insurance, we have never sold that here, never will. I was shocked as this was not indicated when my father was signing for this vehicle. So, I stated could not be, he argued with me and that was that. I then spoke with XXXX XXXX and Corp who advised ALL TOYOTA and XXXX dealership are to offer credit life disability insurance. I said they told me they never have and never will! They stated to get this writing, i did and emailed it over. Nothing happen with this. We keep getting the go around, going on 6 months now! We are told this issue is to be dealt with the dealership. Dealership doesnt comply nor returns calls etc. Dealership wont deal with you unless they are shoving a car down your throat or you have interest in a new vehicle. We have been passed from dept. to dept. from person to person. I dont understand this is XXXX! I have had issue upon issue open and then closed! Then, XXXX XXXX and XXXX XXXX was reviewing documents and then had to request dealership to upload additional documents. This is when we were asked if we were aware of 2 agreements/contract, and we were not. Then it was brought to OUR attention that the signatures dont match and reviewing more they stated signatures looked botched as if someone tried to sign and went over signatures or something. I asked are you sure was advised yes. So now dealing with possible fraud of signatures. XX/XX/XXXX after months back and forth they opened a fraud case. Then today XX/XX/XXXX after calling for now almost 2 weeks for updates and no one had an update let alone call us. The fraud case goes nowhere as this AGAIN must be dealt with the dealership! Why does no one at XXXX know what to do or how to fix this? I also dont understand how is this credit life disability insurance stated its offered and dealership stating they dont offer credit life disability insurance never have never will. 
Then to be advised all XXXX and XXXX dealership are to offer this and supposedly in this case it was not. Why hasnt anyone opened that up with the dealership and fix this. Back date it from the date of contract. Maybe cause the issue with signatures, I dont know. What does the dealership gain to have credit life disability insurance offered and advised its on contract to then do whatever they may have done to the agreement and it NOT be there, could be to make a SALE??? To meet their numbers for the month. This was towards the end of the month and they were pushy! 

I dont know what to do or where to go at this point. No one is helping and no one is escalating this.

Company response to consumer: Closed with explanation