Consumer complaint received 2022-10-03
Company: Mercedes Benz Financial Services
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
Complaint Statement of XXXX XXXX XXXX against Mercedes Benz Financial Services for XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( VIN # XXXX ) I leased a XXXX XXXX XXXX XXXX ( VIN # XXXX ) through Mercedes Benz Financial Services ( XXXX  ) on XX/XX/XXXX. I gave a {$5000.00} down payment and paid {$670.00} per month even though the lease indicated that the payment should be {$670.00} per month for 42 months. ( Discrepancy of {$130.00} over the course of the lease. ) ( Copy of Lease attached. ) I paid the monthly payment on time every month for the entire lease, despite losing 65 % of my income when the Covid pandemic began in XX/XX/XXXX. The 42-month lease was completed at the end of XXXX, XXXX. There were no late fees or other charges incurred. 

On XX/XX/XXXX, I indicated that I wanted to purchase the vehicle. That day, I was charged {$1300.00} to cover lease payments for the two months of XXXX and XXXX, XXXX, extending my lease through XX/XX/XXXX. ( Scan attached ) On XX/XX/XXXX, XXXX sent via 2-day delivery a Buyout Package indicating that the Buyout cost for the vehicle was {$25000.00}. I received it on XX/XX/XXXX. It indicated that I needed to return all completed forms and the full payment to Mercedes Benz Financial Services, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, TX XXXX by XX/XX/XXXX. 

On XX/XX/XXXX, I overnighted the completed Buyout Package, including : Signed Odometer Disclosure Statement indicating a reading of XXXX miles Check # XXXX drawn on my personal checking account for {$25000.00} ( the indicated Payoff amount ). Check included XXXX Account Number and VIN # Completed and signed Titling Instructions Form for Purchase of Vehicle Copy of the Vehicle Registration Copy of my Drivers License Copy of the vehicle insurance through XXXX XXXX XXXX and signed XXXX XXXX Attorney form Check # XXXX for Registration made payable to XXXX XXXX XXXX for {$360.00} Completed Certificate Regarding Emissions Control Device via FedEx to Mercedes Benz Financial Services, Florida Direct Sale Remarketing Operations, XXXX XXXX XXXX, XXXX XXXX, TX XXXX. Package included all documents requested. ( Scan of all docs attached, not including check, XXXX, XXXX or Registration as that has personal information. ) XXXX  received my completed paperwork and check on XX/XX/XXXX. The check was deposited and cleared my bank on XX/XX/XXXX, XXXX days prior to the end of the lease extension through XX/XX/XXXX ( copy of payment attached ). Their paperwork indicated it could take up to 30 days to process the title transfer. 

I did not hear from XXXX  against until XX/XX/XXXX indicating that Payoff Package documents that I overnighted to the address XXXX provided in their cover letter went to the wrong address. ( I have copies of the documents I overnighted and confirmation from XXXX that they were received at the address on their form. ) XXXX indicated that because my paperwork was lost, I needed to fill it out all over again. This paperwork included a massive amount of Non-Public Information : my Florida drivers license number, date of birth, full legal name, car insurance account number, bank account number, address, phone, and email address. It also included the check for {$25000.00}, which they cashed ( and thus must have received. ) Somehow the paperwork with my Non-Public Information was lost but the check was not lost, even though check and paperwork were sent in the same overnight package. I retained copies. 

I was told on XX/XX/XXXX that new Payoff Package documents would be sent to me for 2-day delivery so I could complete it again. On XX/XX/XXXX, having received no paperwork from XXXX, I called again and spoke to XXXX at XXXX XXXX who said that XXXX did receive the paperwork according to his computer records. However, I still owed XXXX an additional {$300.00} above and beyond the {$25000.00} I had paid per their written payoff amount. When I asked why the buyout amount had changed, he could not explain it and confirmed that my Payoff Package had indicated that I owed {$25000.00}, which is the amount I sent. He could not explain the discrepancy of {$300.00}. He said he would have a supervisor call me. I filed a complaint via email with XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, XXXX a supervisor called me. She knew nothing about my account. After explaining the entire issue again, XXXX said she would call me back once she figured out what was the problem. I explained that I lived in XXXX, FL and I was expecting XXXX XXXX in two days and to please call me before then. I never heard from XXXX again. 

Instead, on XX/XX/XXXX, I received a XXXX  package from XXXX  with new Payoff Package to start the entire process all over again indicating that in addition needing paperwork ( as if I had never sent previous paperwork ), I also owed {$300.00}. There is still no explanation as to why I owe additional money when I paid the Payoff amount on time. 

When I called XXXX to speak to XXXX, I was told she was not available. And then asked to speak to XXXX XXXX and was told he was also busy. I then called again to speak to XXXX XXXX, who sent the new paperwork, and I was told that by XXXX that XXXX was on a phone call. After waiting 47 minutes, XXXX said XXXX was available and would transfer me to him and then he hung up on me. XXXX never took the call. XXXX is non-responsive and uncooperative. XXXX is stonewalling me.

Company response to consumer: Closed with explanation