Consumer complaint received 2017-11-16
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have been on the phone this morning, XXXX/XXXX/XXXX, to XXXX XXXX and XXXX XXXX for 1 hour 13 minutes. Have spoken to a " XXXX '', then transferred to " XXXX '' XXXX XXXX where she put me on hold a few times, this most recent time for 15 minutes when I asked to speak to her manager or supervisor, and then she disconnected me. 

XXXX told me that an outstanding balance is still showing due for the return of my second key on the XXXX XXXX XXXX XXXX that I traded in for an XXXX XXXX XXXX back in XXXX XXXX from XXXX XXXX XXXX XXXX XXXX. I have gone over this with the circuitous XXXX XXXX departments ad nauseam last year and thought that it was FINALLY resolved. All of a sudden, these past few weeks I 've been getting phone calls and letters from XXXX XXXX stating the key was never returned and I still owe {$400.00}. 

Here is my record of actions taken : XXXX/XXXX/XXXX traded in XXXX XXXX XXXX XXXX for an XXXX XXXX XXXX with salesperson XXXX XXXX of XXXX XXXX XXXX XXXX XXXX. Gave him one key for which he gave me a receipt ( without a signature from his manager because he told me his manager was unavailable and it did n't matter anyway ). I said I 'd return the next day with the second key. 

XXXX/XXXX/XXXX returned to XXXX XXXX XXXX XXXX XXXX and handed second key to XXXX XXXX for which he issued me a revised receipt, signed by the manager. He merely took his copy of the original receipt and changed the " 1 '' to a " 2 ''. I insisted on waiting for his manager to sign this one which he made me wait about half an hour to get done. 

Within a week I started seeing outstanding charges in my online account and began making phone calls to XXXX XXXX to inquire. 

XXXX/XXXX/XXXX " XXXX '' XXXX XXXX told me my online account had n't been updated yet and not to worry ... .my account would be updated to reflect proper credit once XXXX XXXX XXXX paperwork was logged in. She told me to allow 24 hours to check my online account again. 

XXXX/XXXX/XXXX My online account still showing outstanding charges. I attempted to call XXXX XXXX again and was kept on hold for 11 minuted 9 seconds and had to hang up to attend to my business. 

XXXX/XXXX/XXXX I called XXXX XXXX again and spoke to " XXXX '' who told me there was n't any paperwork from XXXX XXXX XXXX with the agreement to cover my first two payments, however, my account did show that " 2 keys were returned ''. I then asked for my issue to be escalated to find out why I was getting different information about my account. I was then transferred to " XXXX XXXX '' in the " Loyalty Department '' who told me there was " no dealership activity '' on my account and suggested I wait 72 hours to see if my online account had been updated with the correct credits. I asked to speak to someone else that could give me more definitive information. She suggested I call XXXX XXXX XXXX and speak to their sales manager. 

XXXX/XXXX/XXXX I spoke to " XXXX '', Sales Manager at XXXX XXXX XXXX who told me he was aware of who I was and my " situation '' and he would speak with " XXXX '' to ask her to " resend '' my paperwork agreement to XXXX XXXX through their " dealership portal ''. He told me he 'd call me back within an hour to confirm it had been done. He never called me back. 

XXXX/XXXX/XXXX Spoke to " XXXX '' then " XXXX '' then " XXXX '' trying to get to the bottom of the situation but could n't get any resolution. Everyone told me different information. 

XXXX/XXXX/XXXX My online account was still showing outstanding monies due. I called XXXX and spoke to " XXXX '' who told me the online account would n't be updated that quickly and I needed to wait another 7-10 days. 

XXXX/XXXX/XXXX The last person I spoke to on XXXX XXXX, XXXX was " XXXX '' ID # XXXX, phone number XXXX who assured me the issue of my first two months being paid for was resolved and those charges removed from my account ( which I confirmed online ) and the receipt for the second key was received and the key charge would be removed although it might take a few days to show up online. I checked my online account a week later and all outstanding charges were removed and it seemed as though the account was FINALLY in order. I had n't received any communication, any notification that any monies were due until about a month ago ( XXXX ) when I received my first letter from XXXX XXXX and then the phone calls started stated they needed to speak to me. 

You can then jump to the beginning of my complaint to when I initiated my call to XXXX XXXX inquiring as to the " collection ''. 

There were a series of serious issues I had with this dealership and needed to resolve. One issue was that the finance person, XXXX XXXX, added a " roadside service '' to my new lease which I never approved when he asked me a handful of times ( each time discounting the price ). I had n't realized he added the service anyway until I got home and reviewed the lease agreement more carefully. At the time of signing at the dealership he was verbally stating the charges and just turning his computer screen for me to digitally sign on the line without seeing what I was signing. I realize what a big mistake that was when I got home and is the reason I decided to sit down and read the contract more carefully and noticed the erroneous charge. 

I was also promised, in my trade-in deal with XXXX XXXX, and verbally approved to me by his manager, that the payment for the first two months of my new lease would be waived. That promise was ignored and took numerous calls and ultimately required that my partner physically go to XXXX XXXX XXXX XXXX and speak very loudly in the showroom so that other customers could hear how unfairly we had been treated so that the manager would come to speak to him and follow through on issuing the proper paperwork to XXXX XXXX stating the agreed upon terms. 

That issue, with great time and effort on my part, appears to be resolved although now, it seems, the return of the second key is still being questioned. The series of phone calls I listed above were regarding both the 2 month payment credits AND the return of the key credit. 

Attached are the two key returned receipts from XXXX XXXX XXXX XXXX XXXX, which I provided over a year ago as well.

Company response to consumer: Closed with explanation