Consumer complaint received 2021-08-27
Company: TOYOTA MOTOR CREDIT CORPORATION
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I had a lease with Toyota ( Toyota Financial Services-TFS ) which ended in XXXX of 2020. I purchased the vehicle from Toyota with an auto loan from a company called XXXX XXXX. I made my monthly payment to TFS payment in early XXXX in the middle of the buyout process. That payment was rejected by TFS because I sent my Odomoter Reading ( OD reading ) from XXXX XXXX. Some internal protocol at TFS does not allow OD readings to be sent by a third party. TFS sent me a letter in the mail to my P.O. box which I did not receive until mid XXXX. I therefore did not know that the payment was rejected and that they were holding my payoff check for almost XXXX ( which was sent to TFS on XX/XX/XXXX ) from XXXX XXXX until the OD Reading was received and processed. The attachment below shows XXXX stamped and received the cashier 's check from XXXX XXXX on XX/XX/XXXX and didn't deposit it until XX/XX/XXXX, the earliest date at which I could make a payment. I signed a limited POA with XXXX XXXX who were referred to me from XXXX XXXX to handle the buyout process and paperwork to TFS. TFS still rejected it despite that. I can not be legally or otherwise held responsible if TFS has internal procedures that sit on payoff checks and reject payments for almost an entire month because they can't process paperwork faster or refuse to accept both my attempts to pay and my LPOA paperwork from the company who legally represented me at the time. 

I resubmitted it in or around the second or third week of XXXX and it took until early XXXX for it to be processed. I made my final payment on XX/XX/XXXX because Toyota would NOT ALLOW ME to make the payment before the OD paperwork was processed. 11 months later I find out I have a 30 day late marker on my credit score from TFS. I have called TFS several times to try and resolve this issue. They claim they will not resolve it until XXXX XXXX sends them a letter on corporate letterhead with the name of a " senior officer '' " accepting responsibility for the error '' in not sending the payoff in time. This is absolutely ridiculous as they payoff was sent on XX/XX/XXXX and TFS held it for almost an entire month because they rejected the previous OD Reading and the payoff sent from XXXX XXXX and took almost an entire month to notify me and process the new OD Reading. At that point they told me they could not help me further, that I needed to speak to their " Brand Engagement Department ''. I called this number ( XXXX ) and the automated system told me they could not resolve any issues relating to TFS, that I needed to go back and speak with them. I hit some other buttons and spoke with three different reps their and they all told me they could not help me nor could they transfer me to corporate. I had to XXXX the corporate switchboard ( XXXX ) and plead with the switchboard operator who told me she could not help me either. I continued pleading and explaining and after about 5 minutes she put me on hold and told me the only other option she had was to have me call their " executive line '' where I can only leave a message. I did and have not yet heard back from them. 

This situation remains unresolved. TFS and their Brand Engagement Department refuse to help me resolve this issue. I request the CFPB investigate this issue and help me. I've spent hours trying to resolve this issue, I don't have all the time in the world.

Company response to consumer: Closed with non-monetary relief