Consumer complaint received 2020-12-14
Company: BMW Financial Services NA, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I entered into a lease agreement on a XXXX XXXXXXXX XXXX at the Mini of Kennesaw dealership in XXXX, GA on XX/XX/2020. 

By the end of XX/XX/2020, I received by license plate to my address of XXXX XXXX XXXX XXXX, GA XXXX. However by XX/XX/2020, I had not received any statements ( neither electronic or paper ), welcome kits, payment terms etc. 

Through numerous XXXX searches I looked for contact numbers to BMW finance and would be constantly transferred around. To me, I had a very simple questions " When is my payment due date '', " How to I pay '', " What is the web portal to log on to make a payment '', " How come I am not receiving statements ''. 

After a couple of transfers on the afternoon of XX/XX/XXXX I connected with a male agent with BMW Finance. He read an address out that was not on my application and one that I moved from months prior ; mail from this address would have been sent returned to sender. I asked him to give him my account number and send me an e-statement to my email. 

Here is where things reached a very disappointing and concerning turn of events. Per this agent I was a couple days past due ( between 2 and 4 ) and was delinquent on my loan. He asked questions such as " Did I ask the dealer what my due date was? ", " Did I clarify for the dealer that I wanted to receive statements? ". Not did I have a preference for electrontic statements over paper, no, his point was that somehow BMW is not required to send me monthly statements for my auto lease unless I clarify for the dealer that I wanted statements ( in any format ) and the time of entering into the lease. I tied to explain to him that this can not be correct. I am 100 % sure under Reg Z and the Truth in Lending Act that my issuer is required to at a minimum to provide periodic billing statements. The agent took a stance that this was 100 % my fault for not asking the right questions of the dealer and that he would transfer me if I wanted to make a complaint about the dealer. This is a loan, managed by BMW Financial Services, and there is regulation in place to make sure consumers at the very least have the payment mailing address. 

Other than the one statement I asked for via email, I am unsure if I will receive any statements for the future for the loan. Per this agent, that is my fault for not specifically asking. Never in any loans I have entered into before that this preference for statements is a request that must be made. 

I attempted to sign on to the online portal and after numerous attempts I am not able to log on. I am attaching a screenshot of their webportal errors. After logging in I am continually asked to consent to E-statements at which point I receive an error message that they are having technical issues. There is a " Continue '' button in the message box that you can not actually click on. I have attempted to access the site multiple times over a mobile device and a traditional PC with the same error. Because of this web portal error, I am unable to see statements, payment amounts due, or make a payment. 

So same common theme - no access to my statements or information about my account. After leaving the dealer, I have received zero correspondence from BMW Financial Services ( other than the one statement I requested the agent email me during our call ).

Company response to consumer: Closed with explanation