Consumer complaint received 2019-10-20
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
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:
Dear CFPB agent, I'm writing to file a complaint against Lexus Financial Services for its unlawful recall of a leased car in my possession on XX/XX/XXXX. 

In XX/XX/XXXX, my sister and I went to Lexus of XXXX ( XXXX XXXX XXXX, XXXX, CA XXXX ) to seek for a car either to lease or finance. At the end of the day, I leased a XXXX XXXX XXXX for three years. On the lease maturation date, my sister and I went back to the dealership ready to finance and buy the car. The dealership, instead of assisting us with the purchase, asked us to independently seek out a bank to finance the car. They had zero intention to help me find a lender to finance the car. Because it was a few days before XXXX, I didn't have a choice but to call Lexus Financial Services to extend the lease for another 6 months. That was around XX/XX/XXXX when the lease was extended. On the phone, I was never told that it was the last time for a lease extension. Meanwhile, I continued to pay ( via its auto pay website ) throughout the process and never missed a payment. 

In XX/XX/XXXX, because of work and traveling plan, I failed to find a lender in time to finance the car. After a few phone communications with Lexus Financial Services, I found that I was only able to do month by month lease for another 6 months, which I agreed to do as I had traveling plans right then. The agent on the phone instructed I would need to return the signed document by mail or fax upon receiving the document via mail. The agent also noted my time away from the country and collected the monthly payment on the phone. 

When I returned, I sent in the required documents to Lexus Financial Services. Amid the changes, I continued to pay online without missing any payments ( document attached ) here. 

On XX/XX/XXXX, Lexus Financial Services seized my car while I was at work. When I called the company, I was informed that my paperwork was sent in late. However, the agent on the phone also acknowledged that my current address was never updated. She made a note on my file regarding the incorrect address on file. 

Currently, my car is sitting in a lot. I was told that the company will take 2-3 business days to general a " re-sell '' document. Without this document, I'm not able to find any lender to start the financing process. I was told that I'm also responsible for a number of fees in regards to the car in possession by a private company. If I decided not to buy the car, I would be responsible for the fees sitting in the lot, as well as other auction fees. 

This company has zero intention to properly serve its customer. While it is collecting the payment, it failed to communicate any late paper work needed to amend. In addition to its lack of effort to assist its customers, many hidden fees are forced on its customers without proper communication. 

I'm asking the bureau to help mediate this matter. Thank you for your assistance.

Company response to consumer: Closed with explanation