Consumer complaint received 2022-08-09
Company: BMW Financial Services NA, LLC
State: AZ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
I had a 30 month lease with BMW Financial Services, payment was {$1100.00} a month, which included GAP,. I was never late. 
My car was damaged and subsequently totaled out due to additional damage caused at the holding lot by the insurance companies tow truck. 
It sat for 2 months in the holding lot, while XXXX, BMW and tow company dealt with the issues. My lease was paid off in full by XXXX, per XXXX and I would not be responsible for the delay while they investigated the issues. 
Within 2 weeks, BWM financial sent a final bill with a {$3500.00} balance with very little detail. I requested what the receivable balance included, and those details could not be provided at the customer level due to lease being terminated/car totaled and lease showing XXXX balance. I received a document in the mail based on my phone call, and it was a copy of my lease and the balance again. No detail of Why there was a receivable. 
Within a few weeks I got a call from a collection agency for the 'balance '', I explained, great! maybe you can tell me what the {$3500.00} is for. They could not. They never called back nor collected further as they stated they could not validate the debt. Encouraged me to call XXXX and BMW to have them clear the discrepancy. I did call both, XXXX stated they would work with BMW to ensure any monies were paid. And any payments while the car sat in the holding lot, were paid ( as I was told by BMW that they were not paid by XXXX, XXXX stated they did pay them ). Covid caused many communication issues during this time, and I was being patient and figured they needed time due to staffing ( as many companies were shut down ) I never hear another word after this ( it was COVID era of shutdowns ). NO mail, no demand letters. It had seemed XXXX and BMW Financial and resolved the error and issue. Fast forward, XX/XX/2022- I was notified by my home lender that I had a collection on my credit report by BMW Financial. Showing my lease was delinquent, and not paid. I immediately called BMW Financial, because the lease was showing PAID In full / closed on their customer service end. I was escalated a few times, at all the levels I was told different reasons why I owed, And one rep even said, really I can not see what is owed, the file is closed. I am just reading old notes. I have been unable to rectify the issue, BMW Financial still has not sent me any letters of demand. I only know because it is on my credit report. I recorded the final conversation, where the rep stated she could not determine what the monies owed was. 
Only rep had any information, he was extremely brash ( like I was a criminal ) and that was about 4 months ago. He stated it was my covid 2 month courtesy lease deferral, but could not determine the other fees and XXXX had paid the loan in full so he just told me to pay it. I said okay, I can pay it during the investigation, but I due to the errors and lack of transparency, could you please delete the lates showing on my credit report. As its showing that I was delinquent, and I was not. I recorded that conversation. To this day my credit is still showing that I didn't pay my lease. The amount on the credit report showing is different that on the document attached. I did pay the deductible. It shows receivables, but nobody could tell me what " receivables '' included, not even the last rep.

Company response to consumer: Closed with explanation