Consumer complaint received 2021-05-04
Company: TOYOTA MOTOR CREDIT CORPORATION
State: WI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Summary : Payment deferral was requested via phone for the months of XX/XX/XXXX and XX/XX/XXXX ( 2 month deferral ), and granted by TFS. Thereafter, deferral for XX/XX/XXXX and XX/XX/XXXX were each requested separately, online, and granted. Regular payments resumed in XX/XX/XXXX and all subsequent payments have been made on time, via automatic payment. Sometime late XXXX, I noticed that a balance of twice the normal monthly payment was showing due on my paper statements. Upon logging on to my account, it looked as if everything was in order, and I called TFS to verify ( not documented, as it was before the severity of this issue was realized ) and they confirmed that my account was up to date. I started documenting the calls with TFS in XX/XX/XXXX, as shown below. 

I have spoken to TFS on 11 separate occasions, ( XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXXsecond call, XX/XX/XXXX, XXXX, XXXX-second call, XX/XX/XXXX, XXXXsecond call, XX/XX/XXXX ) and each time I'm told that they have identified the issue on their end, and will coordinate with a supervisor to clear my account, after which I can request a correction to my credit report. This amount is still showing past due on my account, form XX/XX/XXXX, and is reporting to the credit bureau, damaging my score. Each time I speak with a rep, I am promised a call back from a supervisor within 24-48 hours, and never has such a call been received. I would like my account corrected XXXX deferral for XXXX applied so no past due balance is due ) and a correction issued to all 3 credit reporting agencies. 


XXXX : Initial call to clear up a past due balance showing on my statement XXXX XXXX XXXX Deferral was recorded by TFS for XXXX and then XXXX ( instead of XXXX ) overlapped XXXX and didnt record for XXXX ; XXXX promised a call back from a supervisor, never received. 

XXXX : I called after the promised callback was not received, TFS confirmed the account was showing current, and said they submitted a dispute with the credit bureau/dept at TFS to remove the marker on my credit report. 

XX/XX/XXXX : Letter dated XXXX XXXX received around XX/XX/XXXX ) from TFS Credit Dispute Dept, stating the information reflected on TFS records are correct. 

XX/XX/XXXX : called, spoke with Agent ID : XXXX, agent confirmed that the XXXX deferral was not recorded correctly by TFS, even though it was approved, he said the credit dispute team ( dept that sent the letter ) can not see the records in detail and dont have access to the same records he was reviewing ; agent emailed another dept to rectify and suggested I call back in a week or so for the credit marker dispute portion of the issue after I see the account correction online. 

XX/XX/XXXX : Agent ID : XXXX XXXX, took info, attempted to connect me to a supervisor, we ended up getting disconnected XX/XX/XXXX : Agent ID : XXXX logged a complaint to escalate the issue with the back office team, promised a call back to update me in 24-72 hours, suggested it might be in my best interest to submit a written dispute to Credit Dispute Research Dept, XXXX XXXX XXXX, XXXX XXXX, IA. XXXX. 
3/30 : XXXX received, stating the information reflected in TFS records is correct and they are reporting to the credit bureau accordingly. 

XXXX : XXXX : Stated that the reason the XXXX deferral was not applied is that I did not return the proper deferral agreement form ; informed me that at the beginning of COVID, signatures for deferral agreements were waived, which is why we were not requested/required to sign one for the first 3 deferral months, however for the XXXX deferral request, signatures WERE required. ( A deferral fee was paid, but no agreement received and therefore not recorded. I never received a deferral agreement to sign. ) XXXX : XXXX XXXX, Agent ID XXXX ( Supervisor ), messaged back and forth with manger who handles deferrals while we spoke on the phone. XXXX advised that he was communicating with this manager and WILL CALL ME BACK BY TOMORROW, XXXX, at XXXX. XXXX, TX location. ( Callback never received. ) XX/XX/XXXX : XXXX, XXXX ID XXXX, verified all info, connected me with a supervisor at my request. 

XX/XX/XXXX : Agent ID XXXX ( Supervisor ) claiming that because a signed deferral agreement was never received by TFS, the deferral is null and void. I never received a deferral agreement or was otherwise communicated that XXXX needed to be returned in order for the deferral to be applied. I requested an update on the complaint escalation from my XX/XX/XXXX call and Agent told me that I was not privy to that information. Agent was unwilling to further escalate my concern in any way. When I asked to be connected with his supervisor, he told me that his supervisor did not get on the line. 

XX/XX/XXXX : Called local Toyota dealership ( XXXX XXXX, XXXX, WI XXXX where we leased the vehicle in question to see if the Finance Manager at that location could assist. He apologized and informed me that the situation was out of his control and he did not have any contacts at TFS that he could share with me. 

XX/XX/XXXX : Agent ID XXXX, Called me looking for payment against the past due balance. I directed her to look back at the notes. Heres what she could see : XX/XX/XXXX : deferral request for XXXX and XXXX XXXX : administration request ( does this mean online? ) for XXXX and XXXX ( ( OVERLAP FOR XXXX! XXXX XXXX XX/XX/XXXX : note about holding XXXX and XXXX XX/XX/XXXX : extension approved for XXXX Agent is going to have her Manager review the account and call us back. ( Callback never received. ) Desired resolution : For TFS to apply the requested and approved deferral to the XX/XX/XXXX balance due, and for TFS to report the correction to all 3 credit bureaus on my behalf, within the next 30 days.

Company response to consumer: Closed with explanation