Consumer complaint received 2025-11-14 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: MT

Complaint narrative:
I bought my XXXX XXXX XXXX brand new in XX/XX/XXXX when I still lived in Illinois. When I moved from Illinois to Montana in XX/XX/XXXX for my job in the XXXX, I called Toyota Financial Services ( TFS ) to update my home address to my new address in Montana, and the customer support representative confirmed my address was updated. The representative also promised that my title would be released to the correct address as soon as the last loan payment was made. I paid off my vehicle loan in XX/XX/XXXX and never received my title in the mail. I called TFS on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX MDT to ask where my title was, and the customer service rep said it was mailed to an address I last lived at in Illinois in XXXX. They told me there are no replacements or duplicates for the title and that I needed to go to Illinois and locate my title, even though it was mailed to the wrong address. The title was mailed to my parent 's old address, but they've since sold their Illinois house and moved. I did finally get ahold of the woman who bought my parents ' house, and she said she'd never received any mail from TFS. So, my title was not only mailed to the wrong address but had never arrived and was lost in the mail. 

I called TFS again on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  MDT and explained all this to the new rep. I asked for the tracking number that they used to mail such an important document, and the rep told me there was no tracking number. I then asked for a replacement and was told again that they can not give me a replacement title. I told them I needed it to register my car in Montana and that I'd already gotten a temporary registration, but it would expire soon. They told me they could send me a lien letter and that I could take that to the DMV and get a new title here in Montana. I received the lien letter in the mail, took it to the DMV, and they told me titling is only done at the County Treasurers office in Montana. At the County Treasurers office, I was told they absolutely can not register my vehicle in the state of Montana without a paper title.

Since the lien letter was useless, I called TFS on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX MDT. The customer service rep told me they could send another lien letter, but that was all they would be able to help with. I'd already explained that a lien letter is useless in Montana without the paper title. 

I called TFS again on XXXX XXXX XXXX XXXX XXXX MDT, and this customer service representative told me they will help me request a duplicate title and that it would take 6-8 weeks to come in the mail. I received an application for a duplicate title in the mail, I filled out the paperwork, went to the bank to get it notarized, and mailed it back to TFS XXXX. 

I called TFS on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  MDT to check on the status of my duplicate title. The customer service representative said the request was denied and I explained my situation again and that I needed the duplicate or I will not be able to show I own my vehicle or get it registered in the state of Montana. The representative asked for my home address and told me the duplicate title would be mailed to me by Friday. I asked for an email or some kind of confirmation, and he said he could not do that, but that I would receive it by Friday. On Friday XX/XX/XXXX, I did receive mail from TFS XXXX, but it was just another copy of the lien letter. No title. 

I called TFS on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX MDT and explained everything to the rep. She told me I needed to contact the Illinois DMV, since that's the state I bought the car in, and they are the only ones who can help get me a duplicate title. I have now requested a duplicate title from the Illinois Secretary of State office online, which cost {$50.00}. Once they receive the application and check, they are supposed to mail me a duplicate title finally. Supposed to.

Here is a list of the additional expenses I've had to pay, when I should've just been able to register my car on time and simply pay for titling and registration in Montana : - XX/XX/XXXX : {$20.00} ( Temporary registration ) + {$1.00} ( XXXX XXXX Treasurer 's Office service fee ) - XX/XX/XXXX : {$20.00} ( Temporary registration ) + {$1.00} ( XXXX XXXX Treasurer 's Office service fee ) - XX/XX/XXXX : {$24.00} ( Temporary registration ) + {$1.00} ( XXXX XXXX XXXX XXXX XXXX service fee ) - XX/XX/XXXX : {$50.00} ( Duplicate Title Fee due to Illinois Secretary of State ) TOTAL : {$110.00} Why wasn't my title originally mailed to the correct address? One TFS employee 's negligence caused all of this stress and strain on my own resources. Why was so much of my time and money wasted over the past six months, and I still don't have the title to my car, that I've paid off and rightfully own? Why aren't all TFS customer service representatives trained with the same information and how does the company allow their employees to give out so much damaging misinformation to XXXX customers? I was a loyal XXXX customer, but this experience has been so horrible that I will never buy from XXXX again and I have told this story to anyone I've crossed paths with. 


Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief