Consumer complaint received 2021-05-05
Company: TOYOTA MOTOR CREDIT CORPORATION
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/2021, I mailed a Principal Only payment in the amount of {$450.00} to Toyota Financial Services that was to be applied to my vehicle loan with them. Payment was in the form of my personal check # XXXX. The check, and the payment coupon that was mailed with the check, was clearly marked Principal Only. The copy of my check which I was able to get from my bank was marked on the front as received on XX/XX/XXXX and has the initials XXXX. Additionally, it was stamped on the back with a Toyota stamp that says For Deposit Only on XX/XX/XXXX. 

On XX/XX/2021, after not having received credit for the payment, I made my first call to Toyota in an attempt to receive credit for my payment. Following is a detailed accounting of the many attempts I have made to receive credit : XXXX. XX/XX/2021 XXXX Thursday XXXX I called Toyota Financial Services ( TFS ) and spoke with XXXX XXXX I.D . # XXXX XXXX. XXXX said it might take more time since a lot of employees are working from home due to the pandemic. If it had not posted by the end of the day or by tomorrow ( Friday XXXX, I should call back on Monday. Also on Monday, a copy of the front and back of the negotiated check should be uploaded onto the TFS website. Give it a day or two after uploading the copy. 
XXXX. XX/XX/2021 XXXX Monday ) A copy of my XXXX  XXXX XXXX check transaction was uploaded onto the website and I received a confirmation from the website that the copy of the check was received. 
XXXX. XX/XX/2021 ( Friday XXXX I called TFS since I still had not received credit for the check. Spoke with XXXXXXXX XXXX XXXX  . XXXX XXXX and XXXX XXXX I.D . XXXX ). I was told they could not locate the copy of the check that was uploaded onto the website and I should fax the copy. Since I do not have a fax machine, I had to drive to XXXX and pay to have the copy faxed. As instructed by XXXX, I faxed the copy to the attention of XXXX at fax no. XXXX. 
XXXX. XX/XX/2021 XXXX Friday ) I called TFS later in the day to confirm that they had received my fax. I was told it takes 24 to 48 hours for the information to get posted into the system so other agents could see it. 
XXXX. XX/XX/2021 XXXX Thursday XXXX I called TFS and spoke with XXXX XXXX I.D . XXXX XXXX XXXX  XXXX said they received the fax on XX/XX/XXXX and said he would put me on hold while he checked to see why it is taking so long to have my account credited. After coming back on the telephone, he said the money would be refunded to me. I asked that instead of refunding the money, that it be applied as a Principal Only payment. He said he would make a note of this. He will submit all information after which it would be reviewed. He would see to it that this is processed. Should be completed by Monday, XX/XX/2021. 
XXXX. XX/XX/2021 XXXX Wednesday XXXX I called TFS and asked XXXX, who answered the telephone, if I could speak with a manager. I was connected with XXXX who identified herself as a Resolution Specialist. By the way, each time I call TFS, I had to give a full explanation of all that I had gone through thus far. After giving XXXX my full explanation, she put me on hold while she researched my file. She said she was able to find the copy of the negotiated check that had been uploaded onto the website on XX/XX/XXXX as well as a copy of the TFS confirmation. She additionally said she would have my account credited. It would take three to five business days to have it credited. 
XXXX. XX/XX/2021 XXXX Monday XXXX I called XXXX and spoke with XXXX XXXX I.D . # XXXX XXXX XXXX stated that XXXX had not created the ticket that was required to have my account credited. He stated he would create the ticket and would have the payment credited towards my principal. The account should be credited by Thursday, XX/XX/2021. 

As of today, XX/XX/2021, my account has still not been credited with my {$450.00} payment. Since it has been verified XXXX via the copy of my check that was received from XXXX  XXXX XXXX XXXX that they were in receipt of my check on XX/XX/2021, my account should also be credited with the interest charged on the {$450.00} through the date that I receive credit for the payment.

Company response to consumer: Closed with monetary relief