Consumer complaint received 2022-10-05
Company: TOYOTA MOTOR CREDIT CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I made a call to Toyota Financial Services ( TFS ) Personal Loan division to ask for a mortgage satisfaction document on a loan that I paid-off back in XX/XX/XXXX. The representative on the telephone said that they would have to go back in to the archives to research the status of the loan and would then email me a copy of the satisfaction document. Several days passed but I had not received an email from TFS. On XX/XX/XXXX I made a follow-up telephone call to TFS  to inquire about the status of my prior request. They said that the email had indeed been sent, however, I did not receive it. The representative warned me that the email could be marked as SPAM but told me that they would send it again this time ( at my request ) to an additional email ; my personal email address and my XXXX email address. The representative told me that I should I have the email by the end of the day. However, once again, it did not arrive. I manage my own email server and the email did not get flagged as SPAM nor did it get blacklisted. On XX/XX/XXXX I made another telephone call requesting my mortgage satisfaction be emailed to me. The representative was surprised to learn that I had not received the previous emails and assured me that they have been emailing me the document and they would send it again. 
After contemplating the situation, I decided to check a specific directory that stores email files that the server flags as malware. Sure enough, there was an email in that directory that contained a scripted HTML file as an attachment. A very dubious file in this day and age. After relaxing a specific security setting on the email server and repositioning the email file for delivery to my inbox, my mail user agent ( XXXX Mail ) received the email. Upon inspection, the From address was from XXXX '' a very vanilla domain along with the dubious attachment. In addition, the email had no branding whatsoever and appears, on the surface, to be suspicious. So I saved the attachment to a protected directory and opened it using the XXXX web browser because XXXX XXXX would not execute a scripted HTML file. Sure enough, this was TFSs technical way of delivering a secure document! After following the prompts and registering my email address with their internal XXXX  document server, a PDF file was presented to me for download. After clicking the link and downloading the file I determined it was a satisfaction of the previous loan that the TFS loan of XXXX satisfied. In other words, it was the wrong document! On XX/XX/XXXX I made yet another call to TFS  requesting the correct document be email to me. I also requested an email address of someone that I could directly make my request as the closing on my home was scheduled for XX/XX/XXXX and time was of the essence. Later that day, I received an email with the mortgage satisfaction for the loan I paid-off however the dollar amount is incorrect and the document was not signed! On XX/XX/XXXX, I forwarded the unexecuted document to the email address the representative communicated to me explaining that the satisfaction needs to be corrected and signed so I can file it with the Clerk in XXXX XXXX, NY, via the title company. To this day, I still have not received a reply to my email for a corrected and signed mortgage satisfaction for a loan that I paid-off back in XXXX. 
This is simply unacceptable. Furthermore, TFSs  arcane and technically-hostile method of delivering PDF files is grossly unacceptable as for not for my level of technical knowledge, I would never have gotten this far. As a result, and to not hold up the sale of my home, the title company has held back {$15000.00} of the proceeds of the sale until I can produce a satisfaction of mortgage from Toyota Financial Services. I have granted the title company permission to pursue the mortgage satisfaction as well. But I am hoping this complaint will reach someone in charge at TFS  who can produce and deliver to me a properly corrected and signed mortgage satisfaction for the loan I paid-off in XX/XX/XXXX.

Company response to consumer: Closed with explanation