Consumer complaint received 2024-03-12
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: Mercedes Benz Financial Services (TX)

XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, Texas XXXX Account # - XXXX Mercedes Benz Financial Services ( Redemption Services ) Re : URGENT! Formal complaint about service received.

To whom it may concern, I am writing this complaint letter to bring a very serious ongoing issue to your notice. I am extremely disappointed and shocked at the lack of professionalism displayed by your employee ( s ). Over the period of XXXX weeks, I have been in constant contact with MBFS and during these XXXX weeks, I have been misquoted a total of XXXX times which has resulted in multiple delays and financial loss which has significantly impacted me. 

Mercedes Benz Financial Services continuously gave excuses as to why a release form could not be issued, despite having made several payments and done everything asked of me. First, I was told that they could not verify the reference given and then I was told once the reference was confirmed, that they can see a payment, but they are unsure of it and would need to get in contact with that department to confirm the payment which took over XXXX days to confirm. 

The first and only payment I was originally told to make was for a sum of {$8600.00} which I made, and it was confirmed by XXXX, who then calls me back to let me know I was misquoted by mistake and would need to make an additional payment of {$2000.00} and this would bring my account up to date until XXXX. I made the payment, and it was confirmed by XXXX and XXXX via email. At XXXX on XXXX  the XXXX of XXXX, I spoke with XXXX who told me that he is working on the release form as everything has been confirmed and they have received all required payments. XXXX contacts me later to let me know that I have been misquoted again and would need to make yet another payment. This is absolutely ridiculous and unacceptable as misquoting me by mistake XXXX times when I have made XXXX wire payments totaling over {$10000.00} and done everything that was required of me. Each of every one of these employees has confirmed each payment and then lets me know at the very last minute that I have been misquoted. Meanwhile, I have requested several times to speak with a XXXX and I was told each time that the request has been put in, whereas when I spoke with your employee today, I was informed that the request takes XXXX hours to process. It has been over XXXX hours as I have requested this more than once. 

I am very dissatisfied and frustrated by this as I do not expect this level of unprofessionalism and I am certainly not happy to be a part of Mercedes Benz Financial Services. All of these misquoted payments could have been made at once. The auction where the car is being held has fees that I am responsible for paying every day that the car is there and travel expenses as I do not reside in XXXX, Texas. Mercedes Benz Financial Services has misled and let me down as I am questioning what exactly I am paying for. Something has to be done in regards to this as a release form and/or some sort of compensation needs to be issued before the end of this working week as this has been very distressing for me. I am sure you can understand my frustration and I request you to address this issue with immediate attention! 


I have attached all correspondences and proof of phone calls exchanged with these individuals. 
I look forward to your rapid response, Sincerely, XXXX XXXX XXXX