Consumer complaint received 2018-05-02
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TOYOTA MOTOR CREDIT CORPORATION (CA)

NEW COMPLAINT-NOT DUPLICATE I have had a loan with Toyota Financial Services since XX/XX/XXXX and have never missed or made any payments over 30 days late. 

I work as a XXXX XXXX for XXXX XXXX and on XX/XX/XXXX, I had a working trip from XXXX XXXX, CA to XXXX, XXXX. On XX/XX/XXXX ( US ), when I arrived in XXXX, I tried to log on to my Toyota Financial Services online account to make a payment in the amount of {$660.00} that was due on XX/XX/XXXX ( 26 days after the due date ). The Toyota Financial Services system gave me a notification advising me that a validation code was being sent to my email, and although I was entering the correct username and password in addition to the code from the Toyota Financial Services system, I kept receiving an error stating We are currently experiencing technical difficulties and can not process your request. Please try again later. 

Since my payment was time-sensitive and I needed to make that payment before XX/XX/XXXX to avoid being 30 days late, I contacted Toyota Financial Services XXXX-number and was transferred to a representative named XXXX in the Billing Department. I explained to XXXX that I was trying to log on to my Toyota Financial Services online account to make my payment but was having difficulties logging on and was receiving an error message ; I also explained to XXXX that I am a XXXX XXXX for XXXX XXXX and was overseas. XXXX explained to me that since I was trying to log on to Toyota Financial Services from an international location, the system was not allowing me to log on in order to prevent fraud. XXXX then offered to take my payment over the phone, and although I always prefer to make my payments online to have a printed or screenshot confirmation of my transactions, I accepted her offer to make my payment with her since I didnt have any other options. 

There are four checking accounts listed on my profile and XXXX processed my payment from one of those accounts, but not the one that I intended to make my payment from. Since I was not able to view XXXX entry for my payment prior to processing, I trusted that she processed my payment correctly and to be debited from the correct bank account. Finally, XXXX also advised me that my payment would only be processed by XX/XX/XXXX, since it was processed after the payment cutoff time, but she assured me that my payment would be on time and posted prior to XX/XX/XXXX. 

On XX/XX/XXXX, I made a transfer to my XXXX XXXX XXXX account ending in XXXX in the amount of {$660.00} for that payment. On XX/XX/XXXX, I left to work again from XXXX XXXX, CA to XXXX, XXXX and noticed that the funds for my Toyota Financial Services payment were still on my XXXX XXXX XXXX account. On XX/XX/XXXX ( US ), when I arrived in XXXX, I contacted Toyota Financial Services for a second time and asked to speak with a supervisor but was instead transferred to XXXX from the Customer Escalations Team ;  when I asked if she was a supervisor, she assured me that she had the same authority as a supervisor to resolve customer issues. 

I explained to XXXX that on XX/XX/XXXX, while in XXXX, I tried to log on to my Toyota Financial Services account to make my payment that was due on XX/XX/XXXX and was unable to log on, so I contacted Toyota Financial Services XXXX-number and had my payment processed over the phone with XXXX, but that XXXX set my payment to be debited from my XXXX account ending in XXXX, instead of my XXXX XXXX XXXX account ending in XXXX. XXXX seemed to be very understanding of the situation and told me that she would be processing my payment again and would post it with the correct date from my initial contact with Toyota Financial Services ( XX/XX/XXXX ). I confirmed the routing and account numbers with XXXX, and prior to ending our conversation, I asked her again if that payment would be backdated, and she assured me that it would be backdated to XX/XX/XXXX. 

On XX/XX/XXXX, I noticed that the payment processed by XXXX had a posting date of XX/XX/XXXX instead of the promised date of XX/XX/XXXX and I contacted Toyota Financial Services again. I was transferred to XXXX XXXX, who introduced himself as a manager, and just as XXXX, he promised a correction on the payment date to XX/XX/XXXX and advised me that he would contact me after that issue was resolved. 

On XX/XX/XXXX, XXXX XXXX left me a voicemail asking for me to contact Toyota Financial Services XXXX-number and to ask the representative receiving my call to read the notes added by him to my account. When I contacted Toyota Financial Services, I was advised by the representative that XXXX XXXX did not honor his promised of date correction and noted my account stating that no changes would be made to the date of my payment and that it would remain as posted on XX/XX/XXXX. 

On the same day, XX/XX/XXXX, I sent a registered letter to Toyota Financial Services Credit Research Dispute explaining the situation of my difficulties trying to log in to my account on XX/XX/XXXX, the incorrect payment processed by XXXX and the promises for correction and adjustment from XXXX and from XXXX XXXX, and requested a goodwill adjustment to my files with the three credit bureaus ; up-to-date, I have not heard from the Toyota Financial Services Credit Research Dispute Team with a resolution regarding this situation. I also filed a complaint with the XXXX XXXX XXXX ( XXXX ) and with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX. On XX/XX/XXXX, Toyota Financial Services responded to both the XXXX and CFPB, but to date have not attempted to reach me to resolve or fix the problem. 

On XX/XX/XXXX, I sent an email with a full explanation of my situation and attached documentation to XXXX XXXX XXXX ( CEO for Toyota Motor North America ), but never received a response from him or his team. 

I made several attempts to get this issue resolved but Toyota Financial Services refuses to correct this situation and has been treating me without respect by failing to assume responsibility for their website issues that prevented me from logging on to make my payment so that it would be correctly processed as of XX/XX/XXXX and caused payment to be processed incorrectly by XXXX on XX/XX/XXXX. I have also received false promises for date correction from XXXX ( Customer Escalations Team ) and XXXX XXXX ( Manager ).