Consumer complaint received 2023-08-22
Company: BMW Financial Services NA, LLC
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
hi I have a lease with XXXX XXXX and XXXX XXXX XXXX my car was stolen in XX/XX/XXXX and my insurance company XXXX were suppose to pay the car being I was full covered the insurance company athru my auto body shop sent Bmw full check minus XXXX dollars they did not cover saying it was for storage and towing .bmw contacted me and then I told them I will call insurance and auto body shop told me that since am In New York State residence insurance thru a program called gap insurance will pay and for me to wait and not have to pay. I contacted Bmw back and they have it in recording which I requested to be mailed to my house in XX/XX/XXXX and advised matter is being handled me and my auto body working with insurance company to get them payment .I asked if my credit my in danger and they said no .they have a copy or recordings .then they we spoke again in XXXX or XXXX XXXX told them am working with insurance company for payment .then contrary to what they told me and with no warning or mailing me or emailing me to tell me to pay or sending me to collections opposite of what they told me on the phone they send me to collections and messed my credit up .I asked for all following conversations to be mailed to me because it looks like every time I call a big company like Bmw only same represantitve answers me and tells me same answer u had a year to pay I explained to her all the above that I was in dialogue with them its not fair why they took me to collections whwn there was no due date to pay it like if they told I have a certain time and if I don't they will take action I won't be upset at all .I asked for senior rep to speak to am a customer with 2 car leases to have a chance to hear an explanation she told me no only in writing I can talk to them .fine I wrote to them asking how come I was not to be notified or mailed or emailed that if I did not pay with in a certain time they will take me to collections? senior rep answers on my Bmw chats with them that they have a 12 months policy to pay or they will report me .I asked for a written proof of that they respond back with a pdf that if I don't pay they will send a negative report .no where saying anything about 12 months .I asked again for senior rep to send proof sends back same message that I had a whole year to pay .I said I understand that but where does it say I had 12 months I asked .then listen to this he responds back and I QUOTE, ,PLEASE BE ADVISED U DO NOT HAVE 12 MONTHS TO PAY THE BALANCE .YOU ARE EXEPCTED TO PAY THE BALANCE AS SOON AS POSSIBLE AS SOON AS U RECIVE THE BILL SE SENT U IN XXXX .THAT I NEED SATISFY MY OBLIGATION WHAT FIGURE OUT WITH INSURANCE .I mean the senior rep in 2 previous messages told me I had 12 months to pay and then he writes me something different .twice they told me one thing and twice they went back on their word .its not fair what they did to me they have all recorded conversations and messages .I have all the messages between me and senior rep which by the way still. HAVE NOT RESPONDED BACK TO MY LAST EMAIL WHY THEY WENT BACK ON THIER WORD. am disputing the large on my credit report am I want help to speak with a high team member I need explanations and action to help me restore my credit that was ruined because they did not treat me at the way a customer must be treated .on what premises they take me to coolections while am actively speaking to them that am working on a payment LIKE THE REPRASATITVE XXXX read me my conversations over the phone and they told me my credit score was not in danger .am asking for help if they don't have proof that I had 12 months due date then why when am still actively working on a payment they send me too collections and going back on their word .and not even noticing me or letting me know that they will do that .am requesting for u to please ask them for the Bmw policy records ( I HAVE A COPY SENT TO ME FROM SENIOR REP ) and for all recorded phone calls between me and them and for a clear answer. thanks ... ..XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation