Consumer complaint received 2018-01-08
Company: TOYOTA MOTOR CREDIT CORPORATION
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
On Wednesday XX/XX/XXXX Toyota picked up my Toyota Sienna in front of my house with no notification. I called Toyota to report it missing and that was when the agent informed me that it had been taken by them. I asked the agent why I was not notified prior by certified mail about the van going to be picked up and the agent said that a letter was sent in XX/XX/XXXX and I informed the agent that I did n't receive any such notice from Toyota. I asked the agent why it was not mailed certified to ensure there was proof and receipt I received it. The AGENT SAID TOYOTA DOES NOT SEND NOTICES CERTIFIED MAIL. However on Saturday XX/XX/XXXX I RECEIVED A LETTER FROM TOYOTA POSTMARKED ON XX/XX/XXXX STATING THAT THE VAN WAS GOING TO BE SOLD AND ALSO PROVIDED INFO ON HOW TO GET IT BACK. But the agent had told me 3 days prior that Toyota does not send certified notice but then they did after they took the van. THIS IS DECEPTIVE PRACTICE. Toyota never sent me a repossession notice prior to repossessing the van. I was going to pay my account in full on XX/XX/XXXX after I got paid but Toyota took the van 2 days prior. Also the only thing I had received from Toyota in XX/XX/XXXX was a bill statement stating I had till XX/XX/XXXX to pay my amount due and the payment I was going to make on the XX/XX/XXXX would have brought my account up to date. I requested to speak to higher management and every time the agents refused to transfer me to higher management on XX/XX/XXXX and XX/XX/XXXX. I then had requested to speak to Resolution Department on XX/XX/XXXX and the lady I spoke to XXXX was very rude, condescending to me and kept talking over me instead of listening to me and kept saying, " Why did n't you contact us before the van was repossessed? '' I explained to her I had no idea it was getting repossessed, because I would have called and made arrangements as I was planning on paying my amount due on XX/XX/XXXX after getting paid but she did not like my response and just kept asking the same question over and over and then she said there was nothing she could do. I asked to speak to another higher manager or corporate and she refused to transfer me and I kept insisting then she gave me a fax number to the Redemption Center for Toyota and I kept insisting to talk to someone higher and she was upset and said there was no one else to speak to which is a lie because there are bosses she answers to also and other people in the Corporate office but she just seemed like she did not want to help me or do her job. Then she said the only way was to pay my current amount due {$2300.00}, the {$480.00} repossession fee to Toyota plus a redemption fee of {$75.00} and a {$10.00} per day storage fee to the company holding the van. I asked why all of these are not on the loan agreement I have with Toyota and she rudely interrupted me and said that 's just the way it is. I also spoke to another male agent on XX/XX/XXXX about the same issue and he said that they are required to collect the repossession fee but I asked him to look at my contract about any such fee and he did for about 10 mins and said it does not state it on my contract but I am still required to pay it. He said Toyota made an agreement with the XXXX XXXX XXXX for them to charge Toyota repossession fee but that " Toyota is not going to eat the cost, '' and I have to pay it but I kept asking why I was NEVER NOTIFIED of the upcoming repossession and also told the agent that it is very unfair that Toyota made an agreement or contract with United Auto Recovery but make the customer responsible for the cost. That is very unfair and unjust, because the contract is between them and not between them and the consumer. After speaking to about 4 agents none of them can show me any info about where the consumer is responsible for all the fees they are charging with XXXX XXXX XXXX. PLUS TOYOTA NEVER SENT ME A REPOSSESSION NOTICE VIA MAIL. If it had been sent and I received it, I would have acted upon it immediately and about 2 weeks prior to the van been picked up by them, they sent just a bill stating the current amount owed had to be paid by XX/XX/XXXX but the bill did not mention anything about the van getting picked up on XX/XX/XXXX because of any non payment. I need Toyota to remove the repossession fees and the redemption fees because of their lack of proper notification to me about the upcoming repossession of the van and I asked all the agents i spoke to about the proof of receipt to me of the notice they claimed they sent in XX/XX/XXXX and they said they do n't have proof I received it or saw it but are adamant I have to pay them all these extra fees for their messing up and it is unfair and unjust.

Company response to consumer: Closed with explanation