Consumer complaint received 2025-05-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem extending the lease
Company: Mercedes Benz Financial Services
State: OR

Complaint narrative:
This supporting declaration is submitted in connection with the finalized verification and rights bundle provided to Mercedes-Benz Financial Services ( MBFS ), their Executive Review , Specialties Department ( Fraud ), and any internal compliance or legal divisions.

This statement is provided to clarify and reinforce the nature of the misconduct, record suppression, credit retaliation, and misrepresentation surrounding my lease extension, consumer profile, and vehicle replacement eligibility. 

BACKGROUND : On XX/XX/XXXX, I was granted a verbal lease extension through XX/XX/XXXX, for my XXXX Mercedes-Benz XXXX XXXX XXXX ending in XXXX ). This approval was issued via a recorded call with MBFS. I fulfilled all monthly lease obligations, including payments related to the extension.

BREACH OF CONTRACT AND PAYMENT RETENTION : Despite receiving and accepting payments under the lease extension, MBFS failed to provide a signed lease amendment or contract copy. No vehicle inspection or condition report was completed, violating MBFSs own policies. MBFS is currently in breach of contract while retaining funds paid in reliance on the XX/XX/XXXX verbal extension. 

FORCED PAYMENT DESPITE VEHICLE FAILURE : In XX/XX/XXXX, MBFS required that I pay my monthly lease installmenteven though they were fully aware that the vehicle was not operational. The car had already broken down twice in motion, once in the middle of an intersection and once on the highway. MBFS failed to provide diagnostics, refused to honor the extended warranty promised with the lease extension, and knowingly accepted payment for a non-working vehicle.

PAYMENT HISTORY MISREPRESENTATION CAUSED BY MBFS ERROR : The only time there was ever an issue with my payment history was in XXXX entirely by MBFS, not by my negligence. MBFS changed my payment due date without consent or written notice, which caused unintentional late payments. When I made payments according to the original schedule, the system would still apply them late. This created rolling past due balances and forced me to pay double just to correct the issueeven though the problem was MBFSs mistake.

I submitted multiple requests to have this corrected. MBFS agents acknowledged the error in my account history multiple times but refused to fix it until XX/XX/XXXX, after nearly a year of incorrect credit reporting. Even after I paid the full amount due to secure the lease extension, I was told I had to contact the MBFS credit department myself to correct their reporting error. They confirmed they were working on ityet I still suffered from the reputational and financial consequences of their mishandling. 
Despite all of this, I was more than qualified under MBFS policy for a lease extension and even a lease buyout. In fact, MBFS offered me an application to purchase my lease vehicle in XX/XX/XXXX and assured me that the credit reporting issue would not affect my eligibility. Yet somehow, just weeks later, I was labeled fraudulent, denied access, and punished for their own internal failures. 

PORTAL LOCKOUT AND RECORD SUPPRESSION : Following my questions about the missing lease documents and unresolved safety issues, MBFS locked me out of my online account. I lost access to all payment history, contract records, and vehicle details. I was told the account had been flagged by the Specialties Department for fraud but no explanation, evidence, or justification was ever provided.

REPEATED REQUESTS FOR DOCUMENTS : I have repeatedly requested : * A copy of the signed lease extension or written verification * Warranty documentation and coverage details * All recorded phone calls, particularly from XX/XX/XXXX * Safety inspection or clearance records * Formal explanation of the fraud status, account lockout, and retaliation CREDIT DENIAL & VEHICLE REPLACEMENT FAILURE : After the second breakdown, I was pre-approved at Mercedes-Benz of XXXX. Their team told me I had exceptional payment history and theres no way she would do fraud. Despite that, MBFS reversed the approval, refused to transfer my earned equity, and insisted I pay in full for a new vehicle while still charging me for a disabled one. Followed by denials from Mercedes-Benz be written within MBFS.

DAMAGES INCURRED : * Forced payments on a disabled vehicle under false pretenses * Retaliatory denial of credit and blocked equity transfer * MBFSs refusal to correct known reporting errors * Emotional distress, unsafe driving conditions, and portal lockout * False fraud label damaging my business and financial standing MBFS has failed to honor its obligations, retaliated against my protected inquiries, and used their own internal failures to justify their mistreatment. This statement is submitted in good faith before I pursue full legal remedy.

CERTIFICATION : All statements herein are true and accurate to the best of my knowledge. This record is supported by phone records, lease agreements, emails, payment confirmations, and federal complaints currently under review.

Company response to consumer: Closed with explanation