Consumer complaint received 2020-12-01
Company: BMW Financial Services NA, LLC
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
For 25 consecutive months, my bank ( XXXX XXXX in XXXX, New Jersey ) sent an automatic ( " recurring '' ) payment of {$390.00} every month to BMW Financial for my leased car. For reasons that I am still seeking clarification about, XXXX XXXX 's automatic payment system malfunctioned and payment was not made to BMW Financial in XXXX or XXXX of 2020. I heard nothing from BMW advising me that payment for XXXX was not made. Then I still heard nothing from BMW advising me that payment for XXXX was not made. I assumed that just as it had for 25 consecutive months previously, payment was sent automatically to BMW. In early XXXX, I happened to pick up a call from an XXXX exchange, which I generally do not answer because they are almost always spam calls. It was BMW finally advising me that two payments were missed and they had sent adverse information to the credit rating agencies. Upon learning this for the first time, I immediately paid BMW Financial for three months : XXXX, XXXX and XXXX of 2020. 
So here are the questions for BMW Financial : why in XXXX of 2020 did BMW not contact me ( or XXXX XXXX ) to find out why the automatic payment was not received? BMW Financial ( XXXX XXXX, a " customer services advocate '' ) said that the people who work at BMW Financial " do not have time '' to make calls to see why payment was not made. But apparently BMW Financial took the time ( in a middle of a pandemic ) to complain to credit rating agencies which resulted in a devastating XXXX point decline in my rating. 
XXXX XXXX sent me a letter last night ( XX/XX/XXXX ) by email. The email went to spam. XXXX XXXX stated that in addition to a few phone calls from an XXXX exchange, BMW Financial sent me one email in XXXX. As we know from the XX/XX/XXXX email from BMW Financial, their emails go straight to the spam folder. That is not surprising since I do not have a pattern of communicating with BMW Financial by email. Thus, other than a single email ( that went to spam ), the only other attempt at notifying me was a call or two from an XXXX number. When I asked XXXX XXXX why an XXXX exchange was used to call me ( which is not calculated to be picked up by most people in this day and age ), she told me that the " XXXX line is the only line we can use. '' So, to summarize, BMW Financial sent me an email that went to spam, and called me from an XXXX line. BMW Financial did not send me a letter. They did not text me. They did not call XXXX XXXX. They did not do anything that was actually calculated to notify me that the automatic payment system suffered a glitch. The one thing that BMW did effectively and efficiently was destroy my credit by telling credit agencies ( during a pandemic ) that I had stopped paying my lease. This was inaccurate. Had BMW Financial effectively notified me, I would have immediately made the payments and stopped relying on a faulty automatic payment system. When I finally ( accidentally ) picked up an XXXX call from them in XXXX, I immediately paid three months of the lease. Had they contacted me in XXXX, I would have immediately paid XXXX. Had they contacted me in XXXX, I would have immediately paid XXXX and XXXX. 
BMW Financial made a poor pretense of contacting me when in fact the only thing it did effectively was notify the credit rating agency. During a pandemic in particular, BMW Financial should be using more effective means of communicating with its customers. BMW FInancial needs to overhaul its policy and behave professionally. It failed to do this in my case.

Company response to consumer: Closed with explanation