Consumer complaint received 2018-06-26
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I would like to bring up a few major concerns I have with the way Toyota Financial does business and how poor their level of customer care and support is.

1 ) I disputed a 30 day late with them because I was not notified by any method that a payment was due after I cancelled my auto-pay because Toyotas website was constantly giving me issues and errors every time I attempted to set up a payment method or make a one time payment. I asked them to remove the 30 day late because I had asked, and selected, to receive paper statements and none had been delivered to me in any form. Please do not ruin peoples credits over 1 day which you think they are worthless for. I mean how appalling that you claim that your grace period is 30 days and because I was 31 days late to process in making a payment, according to your departments, I am to be punished for the next 7 years! I suffered seriously because of your delinquency and my score has dropped over a 100 points! Let me tell you that it was the Holidays and your site was always down and not accurate because of all of the bank holidays making it difficult for me to make a payment. Why can your company not understand the human aspect to this and how horrible it is that your customer service reps don't care! I was very confused and upset that no one called me and in my dispute # XXXX they make many false and hurtful claims towards me. They claim they had contacted me which they NEVER did and I believe they should have by law because I was clearly unaware and no statements was received to my address on XXXX XXXX, which I was awaiting. 

PLEASE ANSWER AND PROVIDE VOICE RECORDINGS : Which number did you call? Which agent called me? I want to know why no one left me a voicemail. I want the call pulled by the agents at the consumer financial protection bureau. 

I think it is so wrong that you attack customers who feel like something is not fair and you do not even provide actual proof. I always make online payments and your website clearly states that if need be we will contact you via email to notify of any necessary actions needed to be take in case of emergency, mispayment, unfulfilled payment etc. So you can contact people via email and texts, who have willfully sign up, that they have insufficient funds but you can not contact me to HELP me not miss a payment by a DAY!? That makes no sense, it appears that there is a collective agreement within your financial department that it might be better to let naive customers be late so that your institution is able to charge a good customer like myself late fees. The irony is how often you call AFTER ones due date has come and gone. How thoughtful! But you contact someone right away, even via email, if their account was insufficient? Isn't that private information too? I had allowed such emails to come to me by clicking " agree '' online so that I MAY AVOID SITUATIONS like this! Pull my calls, all of them and show the CFPB and me the records of your agents attempts at contacting me and even the mail you claim you sent. My email is secure and I had always allowed you to communicate with me. And if a letter was sent I am certain your records department has a copy.

2 ) Who ever answered my former complaint made a fraudulent and defamatory claim against me saying that " Your account is currently past due for XX/XX/2018 payment ''. How is that possible when I made the payment and covered the loan for all months with confirmation number XXXX. I spoke to the rep and told him multiple times that for days I have been attempting to make payments via my phone and the website and the sites were not working and showing errors and not opening. I know my rights and I know I have a grace period by LAW, I discussed this with the phone rep and he told me to dispute anything if I needed to if I felt it was not right that I constantly had issues with your website and making mobile or website payments. I am not late when it is within my grace period. And I certainly am not late when your sites are the ones frustrating me! 

A billing error and a statement sending error is on you and you need to accept that. Toyota is obligated to follow the law and I am sorry but I feel as though your general concerns in life are to make peoples lives XXXX and damage their financial lives so that you may make a few bucks in fees and interest charges against us. SO WRONG! I am looking into hiring a lawyer if this issue is not resolved. Because I feel as though you falsely accuse me of being late and that makes me stressed out, and now it has happened twice. Imagine how embarrassed I am when I am disputing something and your dispute department decides to publicly mention another " late '' to shame me. Was I talking about XXXX? NO we were discussing XXXX! 


ALSO : BY LAW they were supposed to report this account as disputed and they NEVER did! I lost a credit card because of this. they asked me why I was late and I said it was in dispute and that I was not and they said that there would be a " In dispute '' in the remarks if that was true and there is none and so they did not believe me.

Company response to consumer: Closed with explanation