Consumer complaint received 2020-07-14
Company: Mercedes Benz Financial Services
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am filing a complaint because it appears that MBF has a very poor history of record keeping and accounting errors on billing statements. They need to be stopped! How can a consumer trust such a company that takes advantage of their customers? I hope sharing my experience and complaint can bring change and implement additional regulations and safeguards for more consumer protection. MBF needs to be regulated. Excellent credit is one of the most valuable things an individual can have. A company like MBF can instantly take that away with one accounting error! 

I received my monthly statement for my car lease in XX/XX/XXXX. I noticed the charge was 3 times the amount of my normal monthly payment. The additional {$1100.00} did not give an explanation other than listed as " other charges. '' I immediately contacted MBFS and they looked into it. The representative stated that back in XXXX of XXXX, MBFS made an accounting error and issued me a check for a refund/credit in the amount of {$1100.00}. Unfortunately it was an accounting error on their part and now 1 year later, they were trying to collect it back. I stated that I did not see that check because it was probably deposited into our company account. When I checked with our booking keeping, the check did not state it was for a refund of any kind. It did not have any explanation letter attached to it. It was just a plain check with the amount of {$1100.00}. The check was cashed and put into the company account. Now 1 year later, MBFS is demanding that it be paid back and if it is not, they will send us to collections. I have been a customer of MBFS for over 6 years, I am disappointed they would treat their customers this way. Especially when the charge or fee was not disclosed. If the refund was in error, MBFS should take responsibility for their mistake and not put the problem on the consumer. There should be some protection on the consumer for such practices. I have never heard of any other company I have done business with handle a disputed charge this way. Especially, as mentioned, it was an accounting error on MBFS 's part. I appreciate any help as I have attempted twice to reach out to MBFS to resolve this matter and they will not help. They stated that they will send my account into collections and they will report the charge to the credit bureaus. I wrote to them back in XX/XX/XXXX, however, they have failed to send me any written communication regarding my dispute. Appreciate any assistance in this matter. 

On XX/XX/XXXX I contacted the XXXX  and filed a complaint. They quickly got in touch with me and where very helpful in contacting MBF and getting some type of correspondence/action from them. MBF finally address and clarified the error they made. However, they are not taking responsibility for their actions and have failed to come to a resolution. In addition to the credit they are trying to collect back, they are now charging bogus fees for turning in my vehicle. These fees are incorrect. On XX/XX/XXXX, I received a disposition of vehicle for turning in the XXXX XXXX XXXX  and the statement stated there were {$0.00} fees. On XX/XX/XXXX, I received a new statement claiming I now owe {$2800.00} in fees. This is also an accounting error. They are stating that these fees must be paid in 10 days. Again, I would like to point out how disorganized they are in their billing practices. I have been charged these fees in error. On XX/XX/XXXX, I leased a new vehicle and the dealer waived all fees for turning in the XXXX XXXX XXXX. The information was recorded and funded on XX/XX/XXXX, so the dealer is puzzled as to why MBF is charging these fees. 

This incident has caused me tremendous stress, not just because of the dollar amount trying to be collected, but also because it has taken time away from my family and work matters. I am only working a few hours due to COVID. I am financially stressed and MBF has put even more stress on my shoulders at the thought that they want so much money and they will ruin my credit if the amount is not paid. Charging consumers fees that are not warranted is unethical and deceitful. 

I hope that you can help bring advocacy to this ongoing practice that MBF has towards its customers. They have so many complaints with such issues, something has to be done to protect consumers. The time is now! The XXXX  recommended I contact your agency for additional assistance.

Company response to consumer: Closed with explanation