Consumer complaint received 2025-11-27 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: BMW Financial Services NA, LLC
State: PA

Complaint narrative:
My vehicle was repossessed on XX/XX/XXXX. On XX/XX/XXXX, I received a certified Notice of Our Plan to Sell Property from BMW Financial Services stating the written reinstatement amount was {$3600.00}. The notice listed {$2700.00} as Total Installments Past Due, and did not include the XX/XX/XXXX installment or any future payments. The notice also said the amount may change only for expenses incurred, but did not mention adding future monthly installments. 

Despite that written notice, the company verbally stated that the reinstatement amount would increase to {$4300.00} if not paid by XX/XX/XXXX. They were closed for the XXXX holiday from XXXX. I was told verbally on XX/XX/XXXX that due to the closure, I would need to pay by XX/XX/XXXX to avoid the higher amount, which conflicts with the written deadline of XX/XX/XXXX. 

Under Pennsylvania law, because XX/XX/XXXX falls on a Saturday and the company was closed for the holiday, payment should roll to the next business day ( XXXX ). I emailed BMW FS on XX/XX/XXXX and XX/XX/XXXX asking for written confirmation of the legally extended deadline and explaining that I could pay on XXXX. Representatives confirmed receipt of my emails but did not respond in writing. 

On XX/XX/XXXX, a representative verbally stated my deadline was extended to XXXX, and later on XX/XX/XXXX, another representative stated the extension was to XXXX. When I asked for written confirmation of the new deadline and the reinstatement amount, I was told the company would not provide anything in writing. They also refused to send a corrected written notice showing the increased amount or any itemized breakdown of how the new amount was calculated. 

On XX/XX/XXXX, a representative named XXXX refused to provide her last name, employee ID, or a case/reference number. She stated the extension would only be noted verbally and that my request for written confirmation was denied. She said if I needed legal help, I should pursue it. 

I have repeatedly asked for : Written reinstatement amount Corrected written notice Written confirmation of the extension date Written breakdown of the increased amount Identification of the representative handling my case The company provided none of this information, and continues to rely on verbal-only changes to amounts and deadlines that conflict with the written notice. 

I am attempting to reinstate the loan, and provided proof of new employment and ability to pay. However, without written confirmation of the reinstatement amount or deadline, and with inconsistent verbal instructions, I do not have reliable information. 

I am requesting CFPB assistance to obtain : Written reinstatement amount Corrected written notice if the amount changed Written confirmation of the reinstatement deadline Written breakdown of charges Proper handling of the account and compliance with consumer protection and repossession laws. 

Additionally, I have uploaded documents to further support my claim : Pages 1-5 : BMW Financial Service Notice of Sale Pages 6-9 : Timeline of events/ recaps of calls Page 10 : Screenshots of call logs from XXXX Pages 11-12 : Email to BMW FS - subject - " Urgent : Reinstatement Deadline Clarification Required Legal Deadline Falls on Closed Dates '' Page 13-14 : Employment offer letter Pages 15-16 : mail to BMW FS - subject - " URGENT : Request for Immediate Correction Reinstatement Amount Increased Without Legal Basis ''

Company response to consumer: Closed with explanation