Consumer complaint received 2025-05-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: Mercedes Benz Financial Services
State: NY

Complaint narrative:
I am filing this complaint against Mercedes-Benz Financial Services ( MBFS ) regarding serious discrepancies with my auto finance account and their failure to provide documentation or accurate information.

I originally leased a 2019 Mercedes-Benz GLC 300 in XXXX. In XXXX, I exercised the lease-end purchase option and financed the same vehicle. I later filed for XX/XX/XXXX bankruptcy in XX/XX/XXXX and continued making voluntary payments to MBFS. 
On XX/XX/XXXX, I called MBFS to make a payment and requested my payoff balance. I was told I owe {$19000.00}. However, just last month, I was told my payoff was {$15000.00}. This is a $ XXXX increase in one month with no explanation, despite regular payments. 
When I questioned this, I was informed that my account only reflects a lease contract for {$27000.00}, and they have no record of my XXXX finance contract the actual agreement I signed when purchasing the car. I financed the vehicle for significantly less than {$27000.00}, but they are now referencing lease numbers and can not provide my signed finance paperwork. 
I do not have my copy because my home was affected by a severe flood, which destroyed all important documents. I have documentation proving the flood and am willing to provide it. I have since mailed a certified letter to MBFS formally requesting a copy of the finance contract, a full payment history, and a written explanation of the payoff discrepancy. If MBFS can not produce the contract I signed, I am requesting written confirmation of that fact.

Additional Evidence : I have phone recordings from multiple conversations with MBFS representatives in which I was told : - The payoff balance increased by over {$4300.00} in one month - MBFS can not locate my finance agreement from XXXX - My account is being referenced based on lease data, not the finance contract I am prepared to provide these recordings to the Attorney Generals office upon request. 
At this point, I am being charged an inflated payoff on a contract that MBFS can not prove exists, and I am concerned they may proceed with collection or repossession based on inaccurate data. I request the Attorney General investigate this matter and help ensure MBFS responds to my formal request, provides correct documentation, and corrects the payoff information.

Requested Resolution : - MBFS must produce a copy of my XXXX finance agreement - Provide a full account and payment history - Clarify and correct the current payoff balance - Provide written confirmation if no contract exists - Suspend any collection or repossession activity until resolved Please add this Additionally, MBFS now claims they can not provide me with my XXXX finance contract due to the bankruptcy and will only send it to a lawyer. However, I am the borrower and signatory on the finance agreement and am legally entitled to a copy of this document, particularly as it governs my vehicle and financial obligations. I have never been represented by a bankruptcy attorney, and I made this clear to MBFS.

This refusal further obstructs my ability to verify the accuracy of the claimed payoff balance and loan details. I also have a phone recording of the MBFS representative stating they would not provide me with my finance contract. I am prepared to provide this recording to the Attorney Generals office upon request.

Company response to consumer: Closed with explanation