Consumer complaint received 2022-08-11
Company: TOYOTA MOTOR CREDIT CORPORATION
State: MA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
TMCC has been scamming me for the past couple of months. They sent out a letter to me XX/XX/2022 stating that my account was in default and that I owed an amount of {$1700.00}. On XX/XX/2022 I responded with a debt validation letter asking the company for several explanations including : verification of the debt itemization of the amount itemization of other debts they claimed to be due etc. 

Toyota did not respond to this letter in the manner in which they should have. They simply responded with my lease agreement that was signed when I first got my car. Nothing that I'd asked for in the letter. 

On XX/XX/2022 to bring this account current and up to date- despite the lack of cooperation from TMCC I paid the full amount of debt to bring my account current {$1700.00}.

The payment was broken up into two payments but made on the same day. The first payment was in the amount of {$1300.00} and the other {$350.00}. This was done because the person I initially spoke to over the phone ( unfortunately I do not have his ID # at this time ) stated that I only owed that amount. After I got off the phone with this gentleman I called back to ensure that my account was up to date. This time the woman over the phone stated that I needed to pay the remaining of {$350.00}. So I did. 

My confirmation number for that payment is : XXXX I did not receive a letter in the mail for the confirmation payment of the {$1300.00} The full amount of {$1700.00} included taxes on the car, miscellaneous fees, late charges, and two missed payments.

Unfortunately the app does not allow you to see your payment history nor does it allow you to make a payment over the phone.

Next month I receive a letter in the mail stating that I still owe late fees and property taxes, at this point I'm very confused because I'd made a hefty payment the month prior. I make a call to Toyota Financial, the person on the phone is able to identify the issue and states that the funds were not allocated correctly on the account and that they will put in a request to the supervisor for this to happen. Sounds good, right? Make my next month 's payment for XXXX over the phone on XXXX in the amount of {$450.00}. 

My confirmation number for that payment is : XXXX XXXX comes up and the woman on the phone says to me that I have a credit on my account and that I only need to pay {$95.00} in order to satisfy account for that month. However, next month I receive a letter in the mail stating that I'm late by {$95.00} She made a note for everyone that sees my file that I indeed have this credit in my file. 

My confirmation number for that payment is XXXX Assuming my account is totally up to date according to my records an entities on the phone at Toyota on XXXX I receive another debt validation letter in the mail that states my account is past due {$1100.00}. 

Past Due Payment Amount : {$95.00} ( paid on XXXX ) confirmation number : XXXX Unpaid Late Charges : {$90.00} ( paid on XXXX ) confirmation number : XXXX Personal Property Tax : {$440.00} ( paid on XXXX ) DID NOT RECEIVE CONFIRMATION NUMBER : Verification will be provided under supporting documents Miscellaneous Charges {$60.00} ( paid on XXXX ) confirmation number : XXXX Current Payment Due : {$450.00} ( paid on XXXX ) Confirmation not yet received for this payment. Supporting documents will be uploaded below On XXXX I call Toyota Financial and am transferred to agent XXXX in regards to my account and ask to have a copy of my payment history sent to me in order to validate the information that she's saying that I owe. Once the email is received hours later the encrypted e-mail DOES NOT contain ANY PAYMENT HISTORY nor additional funds the company is saying that I owe but simply a document saying that the document is attached, and nothing is. Rep states that a supervisor will be calling to assist with this matter. Over 24 hours later and no response. 

On XXXX I call back and am placed on the phone with rep : XXXX to once again request my payment history from Toyota. This time she states that the request will take 4-5 business days to fulfill AND continuously places me on hold without requesting my consent to do so. Explains that I have {$540.00} due in miscellaneous fees, owe an additional {$350.00} etc. 

My issue with these debt validation letters is that not only are the numbers incorrect but when you respond as a consumer I do not receive the documentation that is requested. 

Toyota Motor IS NOT : 1. Allocating my payments properly 2. Responding to my mail requests properly 3. They are adding miscellaneous fees to my overall car principle 4. Responding to my phone requests 5. Updating their app with fixing bugs and issues 6. Practicing stealthy tactics by not allowing their customers to see what they've paid and whats owed.

As the consumer you have to call them with any questions/concerns that you have + even then they do not solve the issue but instead give you the run around, say someone will give you a call and no one does. 

They ARE NOT holding up their end of the bargain/ doing what they said they would do as a corporate entity.

Company response to consumer: Closed with explanation