Consumer complaint received 2017-12-04
Company: TOYOTA MOTOR CREDIT CORPORATION
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I leased a black XXXX Toyota Corolla vehicle through Toyota Financial Services in XX/XX/XXXX. I turned my leased vehicle into XXXX XXXX XXXX on XX/XX/XXXX. Prior to turning in my lease, I had contacted XXXX to verify the process to turn in my vehicle and to see if my disposition fee can be waived if I get into another Toyota lease. The representative was aware I moved ( I updated my address ) and advised me if I were to get into another Toyota lease my disposition fee would be waived ( even though it would not be through XXXX ). I received a final bill that totaled {$490.00} shortly after turning it in for excessive mileage charges, disposition fee, and taxes. I had contacted XXXX on XX/XX/XXXX ( updated my address ) to inform them that I got into another lease with XXXX and explained to the representative what I was told from the earlier conversation regarding the disposition fee. The representative advised me to fax in a copy of my new lease with XXXX and they will have the disposition fee waived and to check back in a week. I made a partial payment that day of {$60.00} for the miles and later on faxed in my lease. On XX/XX/XXXX, I followed up to verify if the disposition fee was waived and was told it has not been waived. The representative confirmed she received a copy of my lease with XXXX and advised she would submit a request to have it removed. The representative advised me the remaining balance was {$59.00}, and I made a payment that day for {$59.00}. The representative submitted a request and stated it would take 5-7 days to be removed. 

I thought everything was taken care of until a letter was sent to my old address in XX/XX/XXXX ( to which I have updated every time I called ) stating I still owe for the disposition fee. To my surprise I had contacted XXXX to explain that the disposition fee was supposed to be waived based on prior conversations. I advised the representative that the letter was sent to the wrong address and updated my address again. The representative I had spoken to was very rude and ignorant. He kept repeating the same sentence that I signed a contract and there is nothing he can do to get the fee waived. He advised me it was up to their discretion, and the fee will not be waived. I tried to explain to him that I was told multiple times by XXXX representatives that it would be waived and he completely disregarded what I said. I also explained to him that my wife had the same issue and was able to get her fee waived ( same exact situation ). After telling him that, he refused to refer to my wife as my " wife, '' and persistently said " other half '' and " partner, '' which I find completely disrespectful. I finally asked to speak to a supervisor and he said there were no supervisors available. He stated a supervisor would call me back and could not provide a timeframe. It has been a few weeks, and I still have not heard back from a supervisor. Not surprised. XXXX customer service is by far the worst customer service I have ever received. This was not the first time I had to ask to speak to a supervisor and never received callbacks either. This issue went on with my wife 's account but was far worse. 

I received another letter in the mail today, it was addressed to the WRONG address AGAIN. My correct address is XXXX XXXX XXXX XXXX # XXXX XXXX, FL XXXX, please have them correct this already. In the letter, there was a coversheet that was addressed to XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, PA XXXX. Which has me very concerned that my information was sent to another customer. 

I am completely fed up with this company and demand my disposition fee gets waived. I request for them to pull the calls and provide feedback to their representatives. I want confirmation that my personal information was not shared with another customer and an explanation as to why I received information on someone else. I would also like confirmation that this did not affect my credit score.

Company response to consumer: Closed with explanation