Consumer complaint received 2017-12-16
Company: TOYOTA MOTOR CREDIT CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Hello, In XX/XX/XXXX I purchased a XX/XX/XXXX XXXX XXXX from a dealership in XXXX XXXX, KS. I drove off the from lot, quite happy with my car and confident in my choice to refuse the extra service agreement fees, sticking to my budget. 

My first payment was to come due in XX/XX/XXXX. I went to register my car but was unable to do so because the windshield had a " stress crack '' as determined by my auto insurance, as well as the dealership. Before I bought the car ; there had been a hail storm in the area and the car had been damaged ; the dealership assured me all repairs had been made. They put in an order for a new windshield. Mind ; I now had no access to my car -- with only intermediate access to dealer provided rentals, disallowing me to make the drive to my  planned summer employment in XXXX XXXX. 

I then began to contact Toyota about the matter to see what could be done, if there were some way to lower or forestall my payments, as I was losing money due the delays in the shipping of their windwshield. The rep informed me that they had a vehicle service agreement on file for me -- what I had expressly said I did not want. Because none of it had been paid out, she told me I could have refunded and have the balance of roughly {$2100.00} applied to my account. I affirmed this is what I wanted to do. She told me I would likely began getting collections calls while the check was processed but to alert Toyota to the pending check and prepare to start making my payments in XX/XX/XXXX. 

This is what I did. The check was sent out in XX/XX/XXXX. It did n't process til sometime in XX/XX/XXXX and it paid my Toyota balance up until XX/XX/XXXX. In XX/XX/XXXX, I stopped receiving collection calls, after attempting to make different payment arrangements, because for some reason, the check still had n't been received. In late XX/XX/XXXX I received a note from  XXXX that there was a collections amount for about XXXX on my account from Toyota ; it also showed the monthly amount had been paid since XX/XX/XXXX, implying that the check had been received and applied as noted. I disputed this credit issue and XXXX affirmed that Toyota had sent them proof of collections, despite the record showing payment.

Saturday, XX/XX/XXXX, I went onto Toyota 's website to pay my monthly payment. I was unable to do so because the option was not available. The screen also would not allow me to send a secure message to contact Toyota about this matter. I decided to call Monday or Tuesday. After speaking to several people in online billing, collections and repossessions I was told they could not explain to me what was going on and that only the collections agency they referred my account to could help. 

I have just received a letter from this agency XXXX XXXX XXXX ( XX/XX/XXXX ),  XXXX XXXX # XXXX offering me a settlement on my car if I call them. They have the remaining balance at XXXX, XXXX, the amount minus the refund payment.

Company response to consumer: Closed with explanation