Consumer complaint received 2019-11-12
Company: BMW Financial Services NA, LLC
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Good afternoon, I have financed two cars with BMW in XXXX and XXXX. I have never been 30-days late with a car payment ever!! I was noticed by XXXX  that I had a 30-day late notice from BMW. I do my monthly payments 95 % over the BMW/Mini Automated phone system and there have been times where BMW/Mini Automated phone system doesn't work the voice prompts skips  and the payment can not be completed so then I have login into their website. On XX/XX/XXXX I used the BMW/Mini Automated phone system to pay month XXXX payment, however, it was not working the voice prompt would skip I tried several times and BMW customer service dept was closed. They do not have 24/7 customer service. I didn't have my laptop with my so I made the payment the very next day XX/XX/XXXX online. I had the funds in my account to make my payment. I can provide a letter from my bank stating that there were enough funds in my account to cover pay auto payment. 

Again, I have NEVER been 30-days late with any of my payments with BMW. I called BMW customer service they said I need to write a letter to the BMW dispute center which I did the letter is in attachment. I told the BMW dispute dept that my payment history has been excellent and never 30-days late. The fact that I made the payment the very next day ( not days or week ) but the next day because of their a glitch in their automated phone system ( BMW will not take any responsibility it ) they made it clear it's all on the consumer. There have numerous complaints from BMW customers that have experienced the same issue with the phone system. BMW does not allow customers to speak directly to the dispute dept. All corresponds are through letters US mail. No human interaction no ability to speak with someone to explain the reality and devastating consequences of a 30-day late notice my credit report. I am good standing with BMW ( payments ) YTD.

I am very responsible about paying my bills, I have XXXX  to monitor my credit activity because I was going to response my house. I am a single mother of an XXXX child and have full-time position as a XXXX XXXX XXXX for a XXXX XXXX. I am not unable to quality to refinance my home now. I have worked and dedicatedto make my payments onetime.

However, since the BMW 30-days late notice on my credit report my FICO has dropped 70- points. I had been met with corporate defiance and arrogance from BMW there is 'no benefit of the doubt ' that their phone system was down and/or has glitches. It's just cut and dry. Even-though my payment history has been excellent and never 30-days late. This has caused me an enormous amount stress and for BMW not to look at my payment history as never being 30-days late and putting up the arrogant corporate wall. I have never experienced anything like this before in my life. on XX/XX/XXXX I was told by a customer service rep named 'XXXX  : ' " Well Miss XXXX if you had made your payment on time then this wouldn't be happening to you. ' To actually try to shame a customer so I will go away quietly. BMW has history too of being investigated by FTC due to lying about XXXX XXXX warranty parts/coverage, numerous class action lawsuits, XXXX  complaints, etc. But it seems BMW take no ownership ( it's the consumer 's fault or someone else ) it's the BIG blame game and it'sdisgraceful.

Company response to consumer: Closed with explanation