Consumer complaint received 2024-02-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: TOYOTA MOTOR CREDIT CORPORATION
State: NJ

Complaint narrative:
XX/XX/XXXX : My payoff quote was {$12000.00}. I submitted a one-time payment of {$5000.00} and received a confirmation email. 

XXXX XXXX XXXX : I submitted a one-time payment of {$7600.00} which along with the {$5000.00} pays off my loan. 
I received 4 emails : 1 ) 1st email stating that my payment of {$7600.00} was received and posted.

2 ) 2nd email stating that a payment of {$7600.00} was posted to my account.

3 ) 3rd email stating that my scheduled payment of {$390.00} on XX/XX/XXXX was cancelled and that all recurring payments have also been cancelled. 
4th ) 4th email stating that my bank information was removed from my account. 

XX/XX/XXXX : I received a check for {$9.00} because I had overpaid on my payoff quote. 

XX/XX/XXXX : I receive an email stating that my online statement is available. The online statement states that I have a past due amount of {$390.00} and that my last transaction amount was {$5000.00}. My account shows that the payment of {$5000.00} was paid and then reversed. The payment of {$7600.00} and {$7600.00} was paid and then failed. 

XXXX XXXX : I called Toyota Financial Services Customer service number and tried to speak to a representative numerous times. There was no menu option to speak to a representative and when I asked the automated system to speak to a representative, the line went silent until the call ended on their end. On my third attempt, I was finally put through with a representative. I told the rep my problem and was told that I had to call my bank to see why the payments failed and that I had no choice but to pay the new payoff amount. I explained that I received the confirmation emails and a check for {$9.00} so I was not aware that the payments failed until a week ago. The rep told me that it takes a couple days for the processing to post and that payments could fail regardless of the emails. I asked why I was never notified that the payment failed when they tried to withdraw the money and the rep told me that they do not have to notify customers if payments fail. I requested to speak to a supervisor and was told that one would call me in 24-48 hours and to provide my best contact number. I have not received a call from a supervisor yet. I took to the online portal to send a message requesting the email of a supervisor so I can send them screenshots of the confirmation email and was told that they could not help me because I had a missed payment and to call another help number. In the time I was waiting for a phone call from a supervisor and up to now, I have received numerous robocalls from Toyota multiple times a day about missing my payment. 

I was led to believe that my payments posted and that there's nothing more for me to do then to wait for the title to be sent. When I check the title status online, it said that I had paid off the car on XX/XX/XXXX. 

When I contacted customer service, I was told that I had to pay the new payoff amount. I am being penalized due to a faulty system on Toyota 's end. I have not yet received a call from a supervisor even though I was told they would call me in 24-48 hours. I just want to pay my original payoff amount as of XX/XX/XXXX of {$12000.00}.

Company response to consumer: Closed with explanation