Consumer complaint received 2018-11-06
Company: Mercedes Benz Financial Services
State: AL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem extending the lease

Complaint:
On XX/XX/XXXX, I discovered that my personal social media accounts, internet accounts, especially banking information was stolen and being used for fraudulent accounts, emails, contacts, social media accounts, credit cards and other personal information regarding myself or others. Fraudulent activity is still occurring with my personal information and social media accounts. An example of the fraudulent unethical activity by others involves the use of my personal information, social security number, social media accounts, banking information, insurance cards, credit cards or other personal information. This complaint is regarding XXXX XXXX XXXX, an automobile company in XXXX, Alabama. The lease on my XXXX XXXX vehicle ended in XX/XX/XXXX. I remained in contact with the company, but could not turn in my vehicle, because my husband was under the care of many doctors during this time. I am XXXX and I had doctors appointments that I did not receive, because of my constant attention to his medical care during this time period. My husband died on XX/XX/XXXX of a XXXX XXXX. Two weeks after the funeral, I received a phone call indicating if I did not turn in my vehicle to the nearest XXXX XXXX dealership, my credit would be impacted. I thought I was turning my vehicle in for an inspection since this was the last conversation that I had with XXXX XXXX of America. Upon turning in my vehicle, I was not offered another vehicle or if I wanted to keep the vehicle. After I learned that my vehicle would not be returned to me, I went to the dealership to try to purchase another vehicle but was unable to do so due to this loan on my credit report. This dealership took all of my credit information including my insurance policy information, which led me to believe I would be purchasing a vehicle. Later, I was offered a vehicle with an enormous interest rate and I turned down the loan. Later that night, I applied for several credit cards to prove to myself that I did not have bad credit. I was approved for 3 or 4 major credit cards on that day, which included XXXX XXXX, XXXX XXXX and several department store cards. My personal information was submitted to 21 lenders over a course of 3 or 4 months and I still do not have a vehicle. My personal information has been stolen and used fraudulently by others to access my emails, contacts, social media accounts, and other personal identification. I am XXXX and have been unable to get to doctors appointments, social events, church, school activities and this morning to vote. I share a car with my daughter to try and complete most activities and that is what I did this morning to vote. It was only at this time that I realized the magnitude of this situation and how much my basic human and civil rights have been violated. I have been used enormously by the fraudulent use of my personal information and social media accounts. It is my belief that my vehicle was intentionally stolen from me to silence my voice and to limit my social activities, attendance to meetings, church or other social events. My personal internet connection is still hacked and fraudulent accounts are still being used for personal information. I can not access any social media accounts or sites due to the misuse of my personal information, identification, credit cards and social security number. Thank you so much for your prayers and attention to this fraudulent unethical behavior.

Company response to consumer: Closed with explanation