Consumer complaint received 2025-09-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Mercedes Benz Financial Services
State: CA

Complaint narrative:
XX/XX/scrub>XXXX XXXX XXXX Mercedes-Benz Financial Services ( MBFS ) changes my billing option for one of my lease accounts I currently have with them ( Acct. # XXXXXXXX ) from a physical bill I receive in the mail to e-payments, without approval, notification, or consent. 

XXXX XXXX XXXX XXXX XXXX Because my bill that is normally mailed to me was never received, the payments due in both XXXX and XXXX were missed and/or late for the above lease account ONLY. My other lease account through MBFS was still received in the mail and paid on time. 

XX/XX/XXXX - I receive email notification from XXXX  that my XXXX/Credit Score has decreased, suddenly, by XXXX points. 

XX/XX/XXXX - I called MBFS to inquire about the sudden drop on my credit report and why I had never received my bill in the mail as I usually do. It was then that I was told the billing method for this specific account was changed to e-payments automatically ( again, without notification from XXXX or my consent to do so ). 
- On the call, which can be verified through their phone recording system, XXXX admitted to being at fault for the change. They then instructed me to file a dispute with XXXX  directly, via a letter in the mail, so that XXXX  could then contact MBFS and resolve the issue. 

XX/XX/XXXX - I receive in the mail the ONLY notice MBFS provides ( attached below ), dated XX/XX/year>, about the missed payment that was due on XX/XX/year>. 

XX/XX/XXXX - Total amount due for the missed payments in XXXX and XXXX ( {$4700.00} ) is paid in full for MBFS Acct. # XXXX ( proof attached below ). ( * NOTE : Before payment is made, I speak with MBFS on the phone and they also waive any lates fees accrued. ) - A formal letter ( XXXX  XXXX  ) is sent to XXXX  in the mail to begin the dispute process. 

XX/XX/XXXX - XXXX  notifies me, via email, that the dispute is open and the investigation has begun ( which can take up to 30 days ). 

XX/XX/XXXX - XXXX dispute results from XXXX are completed and the report is ready to view. 
- On the report ( XXXX XXXX ), it states, " The information you disputed has been verified as accurate ; however, information unrelated to your dispute has been updated. Please review your report for the details. '' - The report also states, " Action Required : Mercedes-Benz Financial Services -- Please contact credit grantor at XXXX. '' - After reviewing the report, I call MBFS as directed at XXXX XXXX. During the call, they claim that they can not /will not change their decision to remove the late/missed payments from my records due to company " policies ''. 

After speaking with MBFS numerous times about this issue, during which they admitted their own negligence, and doing exactly what I was instructed to do, this error has still not been fixed and/or resolved. Please note that I also have not made or missed a payment once, excepting this instance, in my XXXX years of established credit ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ). Please take this into consideration when making your decision.

Company response to consumer: Closed with explanation