Consumer complaint received 2019-05-31
Company: TOYOTA MOTOR CREDIT CORPORATION
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
In XX/XX/XXXX, I contacted Toyota Motor Credit Corporation Settlement regarding Toyota Motor Credit Corporations dealer compensation policies resulting in XXXX, XXXX, and XXXX XXXX buyers paying higher interest rates than non-XXXX XXXX buyers, without regard to creditworthiness. Toyota Motor Credit Corporation, while neither admitting nor denying the claims, voluntarily agreed to pay up to {$21.00} XXXX to repay eligible buyers. I explained I completed all the required documentation and submitted it well before the XX/XX/XXXX deadline. I verified with the employee that I am in fact entitled to a portion of the settlement and was told a check was mailed to my home address on XX/XX/XXXX in the amount of {$320.00}. I explained the check was not received and was told they will put in a request for the check to be reissued and it will be at least 7-10 business days before I will receive the check in the mail. My address was verified and again I was told the check will be reissued. I waited 12 business days before calling back to check the status at which time I was told the account was simply documented but no action was taken. This time the rep advised they were going to have the check reissued asap and again to look for it within 10 business days. These conversations took place between XX/XX/XXXX - XX/XX/XXXX. On XX/XX/XXXX I received an email from Toyota Motor Credit Corporation Settlement advising the following : From : info_tmccsettlement   <XXXX> Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX ' Subject : Toyota Motor Credit Fair Lending " Thank you for your phone call.We sincerely apologize for the delay in your check reissue, and have contacted the processing team to confirm that your reissue request is in progress, and we are working to send you a new check as soon as possible. We anticipate that your new check will be mailed within 10 business days. 
Regards, XXXX XXXX. 
Toyota Motor Credit Corporation Settlement Administrator '' Today, XX/XX/XXXX I sent a follow-up email to XXXX XXXX. at Toyota Motor Credit Corporation Settlement just to verify whether or not my check was processed and mailed : My Email : From : XXXX Received : XX/XX/XXXX XXXX XXXX To : XXXX Subject : Re : Toyota Motor Credit Fair Lending Good morning XXXX, I'm writing in follow-up to the email below. Can you please confirm whether or not my check has been mailed to my attention to-date? 
I look forward to your response. 
Cordially, XXXX XXXX XXXX Email response received from Toyota Motor Credit Corporation Settlement : XXXX Fri XX/XX/XXXX XXXX XXXX Dear XXXX XXXX XXXX, Thank you for your email. 
Yes, we will begin the process to reissue your payment to the address we have on file. Please allow 10 business days for your new check to be mailed. 
If your address needs to be updated, please contact XXXX XXXX to request your reissue and address update. Alternatively, you may send a letter, signed by you, requesting an address update and reissue. Please include both your former and current mailing address with your request, and send it to : Toyota Motor Credit Corporation Settlement Settlement Administrator XXXX XXXX XXXX XXXX, OR XXXX Name Change If your name has changed, please provide documentation showing this to be the case, which can include documents such as a marriage certificate or court papers indicative of a name change. 
Deceased Class Member In order to reissue the check in your name, you must submit documentation establishing proof of authority. Please complete and return a Third Party Authorization Form, along with the required documentation indicated on the form. You should also include a letter requesting a reissued payment, and the original check you received, if possible. You can find the form on the settlement website www.TMCCSettlement.com, or one can be mailed to you on request. 
Incapacitated Class Member If the claimant can not act on his or her own behalf, acceptable documentation is a Power of Attorney, or guardianship or custodial paperwork. You will also need to complete and return a Third Party Authorization Form. You can find the form on the settlement website, www.TMCCSettlement.com, or one can be mailed to you upon request. 
Regards, XXXX XXXX. 
Toyota Motor Credit Corporation Settlement Administrator After receiving the response from XXXX XXXX and feeling once again that I'm getting the run around, I responded to his email, see below : Good afternoon XXXX XXXX, Your email is very vague just like all other responses I have received from your department. I have been in contact via telephone and email with this department since XX/XX/XXXX and continuously receive the run around. As you can see in the email below, I was told back on XX/XX/XXXX that my check was going to be processed and mailed out. Now you are telling me I need to wait another 10-days for the check to even begin being processed. This is unacceptable and appears to be unfair labor practices. I have been given the same lame excuse for the past 30+ days and as requested on several occasion provided no proof of re-issue or even the initial issuance of my check. I followed all required guidelines and submitted my settlement paperwork well before the deadline date and to no avail have tried to get information regarding the processing of the settlement amount and check I am entitled to. Instead, you and your fellow co-workers, the employees of this department have continuously given me the run around. I have asked for the contact information to file a written complaint regarding this matter and have been told several lies as well as not being provided with accurate information. At this point I have no choice but to contact CFBP and DOJ as well as the Principal Deputy Assistant Attorney General XXXX XXXX, Head of the Civil Rights Division to try and get some resolve to this issue. Unfortunately, your department is not professional enough to be honest and provide the customer service the buyers are entitled to. 

~XXXX XXXX XXXX I thought It was time for me to do my own research to see who I can file a written complaint to. I read CFBP was involved in the initial settlement proceedings and thought I'd start by filing a formal complaint with this department. I will also send a written complaint to DOJ as well as the Principal Deputy Assistant Attorney General XXXX XXXX, Head of the Civil Rights Division to try and get some resolve to this issue. 

Any assistance you can provide will be greatly appreciated. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation