Consumer complaint received 2017-11-30
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:
XXXX XXXX XXXX Called Toyota Financial Services to defer our auto payment with our lease for XXXX due to losing a job and my mother being XXXX. Upon speaking to the lady on the phone, she had stated that she can grant 3 deferred payments up until XXXX XXXX. Stated that they will notate the file. We would have to pay a deferral fee of {$73.00} and sign the document that they will be sending. We then signed the docs and sent back. 

XXXX XXXX XXXX Called Toyota Financial Services upon receiving notices that we were behind on our payments. We spoke to another lady over the phone saying that the deferral payment was never received and that the deferral for 3 months was not even approved! Then stating that they can not give a deferral for that long. Asked to try and correct it and stated that their manager declined it. Keep in mind we have much less income due to being out of work and my mother being XXXX. I had asked to transfer me to someone that can approve the deferral and she stated that she cant. Also stated that no notes were even left. So i asked to have someone review the first call since i was clearly lied to. Lady stated they will review it and return my phone call in the next few days. 

XXXX XXXX XXXX Called Toyota Financial Services again due to not receiving any call back regarding our account. First thing they stated is that I 'm two months behind on my payments and there is late fees applied. Stated with that rep what i had just went through with the last two people i spoke with. He said that was unacceptable and that they will review my file and return my call back regarding this matter within the next few days. 

XXXX XXXX XXXX Called Toyota Financial Services due to not reviewing any calls back yet again! I stated the issue and they stated that they have called many times and stated that VOICEMAIL was n't set up. THAT WAS A LIE. Spoke about my situation and the rep said that he will get a hold of a manager and see if they can have it approved to resolve this issue. I was then put on hold for about 20 minutes, just for the rep to say that it was approved and that i would need to make two payments of {$73.00} to cover the deferrals for those two months. I made that payment and they stated they will mail the documents to sign. I said perfect and hung up. 

XXXX XXXX XXXX I received a letter from Called Toyota Financial Services stated that i was three months behind and that they were going to REPO my car if not paid! I was livid! So I called Toyota Financial Services and spoke to two other people for them to tell me the same things I 've been told already. This time, the second rep i spoke to stated that they will review the calls and if they promised 3 deferrals then they will honor it. Promised they will review the calls and call me back. 

XXXX XXXX XXXX I received a call back from the same rep stating they can not approve the deferrals because a manager had already declined it! WHY COULD N'T THEY JUST SAY THAT YESTERDAY!? I had asked, have they even reviewed the calls of your reps clearly lying to me making fake promises. Rep had stated NO, she has n't reviewed any calls. Instead, the deferral payments i just made, were applied towards my balances instead. Also stated that they cant help us because my account isnt current! They were originally current when i first called them! I 've been lied to many many times and have had no help what so ever regarding this situation. Now we are upside down {$950.00} of payments that we can not pay. This company needs to be shut down and sued for all the frauds and lies they 've done to people.

Company response to consumer: Closed with non-monetary relief