Consumer complaint received 2025-07-28 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: Mercedes Benz Financial Services
State: FL

Complaint narrative:
To Whom It May Concern, I respectfully request that the Consumer Financial Protection Bureau consider, as critical documentation issues and rights violations remain unresolved and were insufficiently addressed by Mercedes-Benz Financial Services USA , LLC ( MBFS ).

1. MBFS Has Not Provided the Key Contractual Document ( Retail Lease Order ) MBFS continues to omit from its response the XXXX XXXX XXXX ( DEAL # XXXX ) a fundamental contractual document that reflects the financial terms and includes the payoff amount. This document was executed, signed, and acknowledged by me, XXXX XXXX, on XX/XX/XXXX, and forms the basis of the financial structure of the lease transaction. 
Instead, MBFS references solely the XXXX XXXX XXXX XXXX, a related but distinct document, which does not contain the payoff amount, and, therefore, can not be used to justify the financial discrepancy or modification made on XX/XX/XXXX. This misdirection indicates a lack of transparency regarding the true nature of the contractual documents involved. 
I attached a copy of the original XXXX XXXX XXXX ( XXXX # XXXX ) signed by me on XX/XX/XXXX as part of this reconsideration request. 
XXXX. Unauthorized Modification of Contractual Terms There is documented evidence indicating that, on XX/XX/XXXX, XXXX days after the lease was signed, the dealership ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX and submitted a modified version of the payoff to MBFS, reducing it unilaterally from {$46000.00} to {$44000.00} a difference of {$1300.00}. I did not authorize, sign, or receive this modified document. 
This alteration was confirmed in two direct phone communications with MBFS on XX/XX/XXXX and XX/XX/XXXX, attended by MBFS representatives XXXX XXXX and XXXX XXXX. XXXX acknowledged the existence of XXXX separate payoff documents XXXX dated XX/XX/XXXX ( original ) and another dated XX/XX/XXXX ( modified ) despite such duplication being irregular and indicative of procedural or ethical violations. 
Despite this, XXXX has refused to deliver the modified document upon request, nor has it provided a valid justification for accepting a revised payoff without consumer consent. I requested the documentation formally on : Two occasions by phone, Two times by email, and Through certified XXXX mail on XX/XX/XXXX and XX/XX/XXXX. 
XXXX. Alleged Forgery / Unauthorized Use of Electronic Signature I have reason to believe that the dealership may have used my electronic signature without my knowledge or authorization to alter or submit documents post-signature. MBFS, by relying on this altered document and refusing to provide it to me the direct subscriber of the financial agreement fails its duties under federal financial disclosure laws, including provisions under the Truth in Lending Act ( TILA ) and the Electronic Signatures in Global and National Commerce Act ( E-SIGN Act ).

Moreover, under Consumer Leasing Act ( 15 USC 1667 ) and TILA regulations ( 12 CFR 1026 ), consumers have the right to full disclosure of leasing terms and the documentation supporting those terms. MBFSs failure to provide the altered Retail Lease Order constitutes a denial of this right.

4. Responsibility of MBFS as a Regulated Entity MBFS is not a third-party observer. It is a licensed and regulated financial entity, directly supervised by the CFPB ( 12 USC 5514 ). By receiving, processing, and acting upon altered transactional documents without verifying their authenticity or ensuring consumer notification MBFS assumes legal and supervisory responsibility. 
Their claim that they can not generate documentation post-closure of an account does not absolve them of : The obligation to retain and provide material documents ( especially those used in processing financial decisions ), Nor does it justify denying the consumer access to the contract under which she remains obligated to pay. 

Final Request to the CFPB In light of the above, I reiterate my respectful request that the CFPB : 1. Investigate MBFSs failure to disclose the modified contractual document and the dealerships potential misuse of my signature.

2. Ensure enforcement of my rights as a consumer, under both federal financial laws and basic principles of good faith contracting.

This case raises serious concerns about potential fraud, electronic forgery, denial of access to contractual documents, and unfair lending practices.

I appreciate the Bureaus attention to this matter and, as a citizen and business owner, trust the CFPB to uphold the rule of law, transparency, and consumer protection. 

Sincerely, XXXX XXXX XXXX, XXXX, XXXX Customer Number : XXXX Phone : ( XXXX ) XXXX / Email : XXXX SUMMARY : On XX/XX/XXXX, I, XXXX XXXX, XXXX XXXX XXXX, XXXX ( Customer No. XXXX ), turned in my XXXX XXXX XXXX XXXX XXXX XXXX ( VIN : XXXX, Agreement No. XXXX ) at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and signed a new lease agreement for a XXXX XXXX XXXX XXXX XXXX ( XXXX : XXXX, Agreement No. XXXX ). The original RETAIL LEASE ORDER and legal payoff, signed by both parties on XX/XX/XXXX, was {$46000.00}. Without my knowledge or authorization, the dealership created and transmitted to Mercedes-Benz Financial Services ( MBFS ) a modified and fraudulent payoff document that they altered on XX/XX/XXXX, for {$44000.00}, a difference of {$1300.00} that was improperly retained by the dealership. This alteration of the RETAIL LEASE ORDER was detected by us, we called XXXX and it was confirmed by two phone calls in which MBFS informed XXXX of the existence of two payoffs ( which is illegal, one original dated XX/XX/XXXX and a second falsified one altered on XX/XX/XXXX ) ; the calls were attended by XXXX XXXX and XXXX XXXX from MBFS on XX/XX/XXXX and XX/XX/XXXX. I never signed, authorized, or received a copy of that modified document. I formally requested on two occasions by phone, two occasions by email, and two letters by certified mail ( on XX/XX/XXXX and XX/XX/XXXX ) all the altered documentation and an explanation. To date, I have not received the requested documents nor a satisfactory explanation. A reimbursement check for {$1300.00} was only issued after, through calls and emails, I discovered and reported the existence of two payoff documents ( one original and one falsified ). I have not cashed this check, nor do I accept it as resolution of my claim. On XX/XX/XXXX, XXXX XXXX ( ID XXXX ) at MBFS verbally confirmed that MBFS will not rescind the lease agreement, even with full knowledge of the fraudulent and altered documents. The deadlines given by us through 2 communications sent by certified mail and 4 emails and 6 phone calls. Both entities are involved in an illegal act that directly affects us : 1. The dealership, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( falsified ) the contract and lease agreement documents without our consent or knowledge, illegally, five days after the contract was signed. They fraudulently retained money that does not belong to them, as a consequence of the balance in our favor in the payoff from the settlement transaction of the previous lease and the new lease. 2. For its part, Mercedes-Benz Financial services USA , LLC ( MBFS ) is involved by receiving and accepting an illegal contract. Despite being aware that the contract received from the dealership is fraudulent, they refuse to rescind it as requested by XXXX, illegally forcing us to pay and keeping us tied to a fraudulent contract. How is it possible that the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, false, adulterated, falsified, and misappropriates my money, a lot or a little money, it doesn't matter, it's equally fraud, a theft. But, additionally, Mercedes-Benz Financial Services USA LLC XXXX which seems like a superior institution that should audit dealerships to ensure they have good practices, MBFS decides not to send me a copy of my contract, with which it intends to keep me tied, regardless of the fact that this contract is fraudulent and illegal. Isn't it my right in the first place to have a copy of the contract for which I am paying correctly each month? How is it possible that MBFS refuses to terminate my contract that it knows is adulterated, false, fraudulent, illegal? Both institutions are a disgrace.

Company response to consumer: Closed with explanation