Consumer complaint received 2016-11-21
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I am writing to file a complaint against Toyota Financial Services. My father leased a Toyota Corolla on XXXX XXXX, XXXX. After being diagnosed with a XXXX in late XXXX XXXX, he passed away on XXXX XXXX, XXXX. His condition had developed slowly over a few months and our family was unaware that he was falling behind in his finances due to mental confusion. 

After he had passed away, I received a notice by mail that the Toyota lease payments had fallen behind. I attempted to make a payment with cash via XXXX XXXX but they were unable to make the payment. So I made the payment through Billpay instead. My financial institution cut and mailed a physical check in the amount of {$390.00}. The check was issued on XXXX and cleared on XXXX. 

XXXX Leasing repossessed the vehicle on XXXX XXXX, XXXX in the early morning XXXX working in conjunction with XXXX XXXX XXXX. 

I made phone calls to Toyota Financial Services company on XXXX, XXXX, XXXX, XXXX and XXXX. I followed all of their requests to make payments to catch up and cover all of the fees. 

I faxed all documents they requested including a Death Certificate and Certification of Trust. 

On XXXX, XXXX, a representative in the Redemptions department explained the timeline that the car will be auctioned off on XXXX but if I paid all of the fees for the repossession of the vehicle, transport, late fees, daily storage fee, personal property fee, then they would release the vehicle to me as trustee of my father 's trust. 

I made the following payments as requested : {$390.00} via Billpay ( check cleared on XXXX ) {$760.00} via XXXX XXXX {$490.00} via phone payment with a Toyota rep ( Filed an EFT dispute on XXXX after learning payment was never credited ) {$440.00} via XXXX XXXX on XXXX I scheduled an appointment with XXXX XXXX XXXX, a car auction company in XXXX California and paid {$60.00} for a money order to pay storage fees. 

I obtained a Repossession Release Form from the XXXX XXXX Police Department. 

After following all of the steps provided by representatives at Toyota Financial Services including XXXX, XXXX, XXXX, XXXX, and XXXX, I was informed on XXXX by XXXX that the vehicle could only be released to the accountholder, who is deceased. 

I am the trustee of my father 's trust. I have the fiduciary role of managing all assets and property in my father 's estate. I also made the case that Toyota is better off maintaining the existing lease agreement rather having to the auction the car. 

I asked XXXX to escalate the call. He asked me to hold while he talked to his manager XXXX. After waiting on hold for 20 minutes, he said she was too busy to talk. She would call me back. 

As of XXXX XXXX on XXXX XXXX, I have not received a call back from the XXXX, a manager in the Redemptions Department of Toyota Financial Services. 

Here 's my request for Toyota : Return the vehicle to me as trustee for my father 's trust. The lease is for 3 years. As of XXXX, there will only be 2 years left on lease. I will continue to make the payments for the remainder of the lease. At the end of 3 years, I will return the vehicle as specified in the lease agreement. That is win-win for Toyota Financial and for my father 's trust. 

It seems like a fair request. 

Please help me to resolve this matter. 

I will attach documents as listed below including my detailed complaint including a detailed account of all calls made to Toyota Financial Services. 

Thank you. 

Attachments : XXXX XXXX receipts -Copy of lease -Repossession Release Form -Money Order -Payment Notice -Death Certificate -Certification of Trust -Vehicle Registration Renewal -Complaint and Call Log -Copy of check issued on XXXX and cleared on XXXX -Copy of XXXX transaction processed for phone payment on XXXX

Company response to consumer: Closed with explanation