Consumer complaint received 2024-08-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TOYOTA MOTOR CREDIT CORPORATION
State: MA

Complaint narrative:
To Whom It May Concern, On XX/XX/XXXX my vehicle was stolen from my home in XXXX, MA. The person responsible for stealing my vehicle got involved in a hit and run accident and as a result, my vehicle was totaled. The person who stole my vehicle was never found. 

The insurance company denied my claim. However, XXXX still working with them to recover all outstanding debt due to XXXX XXXX. 

On XX/XX/XXXX I received a letter from XXXX XXXX stating that my totaled vehicle was sent to XXXX XXXX XXXXXXXX in XXXX, Maine. I tried tirelessly ( XXXX unanswered phone calls in XXXX weeks ) to contact them to no avail. All of this time, I continued making monthly payments to Toyota Financial ( {$690.00} ) on or before the due date. 

During the summer of XXXX, I contacted Toyota XXXX XXXX to see if they could assist me in receiving compensation for my totaled vehicle through my Toyota XXXX XXXX that I purchased in XX/XX/XXXX when I bought my XXXX XXXX XXXX. I was informed by the representative XXXX XXXX XXXX ) that an investigation needed to be done and I would have a response/answer in approximately XXXX months. Once again, I never missed a payment and continued with my responsibility. 

On XX/XX/XXXX, I received a letter from Toyota Financial ( Gap Insurance ) stating that my claim was denied because my vehicle was not totaled. 
On or around this time, I found out that my vehicle had never been sent to XXXX, Maine and was at the local tow yard the entire 19 months. XXXX and the adjuster on the claim ( XXXX XXXX XXXX made a huge error telling me my vehicle was sent to the wrong location. To make matters worse, the tow company took over my vehicle stating abandoned by owner and somehow/someway received a title from the Massachusetts Registry of Motor Vehicles . The tow company neglected to contact me to retrieve my vehicle and never did their due diligence with Toyota Financial. All along, I never missed a monthly payment. 

I received a letter from Toyota Financial dated XX/XX/XXXX requesting a check for the total amount due in the amount of {$17000.00}. This was not a possibility. As a result, I called Toyota Financial on XX/XX/XXXX and spoke to a representative where I made a payment plan. I was going to pay {$2000.00} which would cover XX/XX/XXXX ( {$690.00} ), XX/XX/XXXX ( {$690.00} ) and partial payment for XX/XX/XXXX ( {$610.00} ). I had a pending court date of XX/XX/XXXX. Once I learned the ruling of the courts decision, I could then make more payment arrangements. During this phone conversation, I was assured another payment would not be due until XX/XX/XXXX. 

The most recent update : I went to court on XX/XX/XXXX against XXXX XXXX and XXXX won monies in the amount of {$7000.00}. I received the check for {$7000.00} on XX/XX/XXXX and immediately forwarded the check to Toyota Financial.

I was assured that my outstanding balance would NOT be sent to any collection agencies until all court proceedings were completed and another payment plan was in place. Toyota Financial did not adhere to this agreement and on Monday, XX/XX/XXXX, I received a letter from XXXX XXXX XXXX ( collection agency ) hired by Toyota Financial trying to collect a debt that I was delinquent on. 

As of XX/XX/XXXX, my XXXX XXXX was XXXX. When I checked again on XX/XX/XXXX, it had gone down over XXXX points to XXXX due to Toyota Financial sending my account to collections. I have been true to my obligation and will continue to do so. However, I ask that you PLEASE remove my name from any and all collection agencies you may have contacted. 

Since XX/XX/XXXX, I have been diligent with my account, never missing one payment. Ive spoken to over 37 different people on 45 different occasions at four different departments and the information I received each time contradicted one another. Im frustrated and tired of hearing that Toyota Financial is in a transitional stage. Please help.

Thank you for your attention to this matter. Please call me at your convenience to discuss this further.

Company response to consumer: Closed with explanation