Consumer complaint received 2026-03-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: TOYOTA MOTOR CREDIT CORPORATION
State: VA

Complaint narrative:
b'Company: Toyota Financial Services\n(Legal entity: Toyota Motor Credit Corporation)\nProduct: Auto Loan\nIssue Category: Problem with payoff process / Title issue\nAccount Number: XXXX XXXXDate of IncidentXXXX XXXX XXXX XXXX am filing this complaint regarding misrepresentation and refusal to honor documented assurances made by Toyota Financial Services (XXXX) concerning the payoff and title transfer of my XXXX XXXX XXXX XXXX was a co-owner of the vehicle. After the other co-owner defaulted, I paid off the vehicle in full to protect my financial interest as it was my credit that was used to obtain the loan. Before submitting payoff, I contacted XXXX multiple times to confirm that once the loan was satisfied, XXXX would complete the lienholder section of Virginia DMV Form XXXX to facilitate transfer of title into my name only.\n\nOn multiple occasions, customer service representatives expressly assured me that upon payoff, XXXX would complete the lienholder section and submit the form to the Virginia DMV at the address I provided via fax cover sheet. These representations were documented in my account notes.\n\nSpecifically, I requested the assurances to be in writing but all customer representatives stated that although they are unable to provide my request in writing, all phone conversations are recorded with an assigned case ID. As a result, I requested for the case IDs for the conversations had in regards to the title transfer and the assurances and confirmations provided below:XXXXAgent ID XXXX Conversation Case XXXX XXXX XXXXSame discussion regarding Form XXXXProvided fax number XXXX and stated I have to complete my section of the Form XXXX and fax over to XXXX to complete lien holders portion. Faxed the document to them on XXXX at XXXX Store off XXXX XXXX XXXX VA.XXXX Agent ID XXXX Conversation Case # XXXX XXXX XXXXSame discussion regarding Form XXXX. Customer rep stated that I submitted the Form to the wrong department; however, they are unable to obtain the from that department. Therefore, I should submit a new fax to Fax Number XXXX XXXX. I submitted the form on XXXX XXXX XXXX at a local XXXX. XXXX Agent ID XXXX Conversation Case XXXX XXXX XXXX XXXX called XXXX on XXXX and received confirmation that the Virginia DMV Form XXXX was received and that the Lien Holders section of Virginia DMV Form XXXX will be completed and submitted to DMV for processing to transfer title of the vehicle to my name if and only when the loan is paid off. I paid off the loan of $XXXX on the call and provided the customer rep with my bank account information. \n\nDuring the call with customer rep on XXXX I stated that I cancelled the Oil Change Service that was added to the loan and asked about reimbursement since I intended to pay off the loan. The customer rep emphatically told me that, the check would be mailed to me since I am the individual that is paying of the loan and it is XXXX process that all check for overpayments and warranty/service cancellation will be mailed to the individual who paid off the loan. Thus, the Agent assured me that I would be receiving a check for the Oil Change Service cancellation and any overpayment of the loan balance. I thanked her, requested for the Case # and ended the conversation.\n\nAfter payoff was completed, and after receiving final confirmation that the form would be processed, I was informed on XXXX XXXX XXXX that XXXX would not complete the form. The representative acknowledged that the account notes reflect my prior conversations and assurances. I was escalated to a resolution specialist who stated that although XXXX performs similar processing in some states, Virginia is allegedly excluded, and further stated that because the vehicle is now paid off, XXXX will not complete the XXXXXXXXThis directly contradicts the repeated assurances made prior to payoff, upon which I relied in satisfying the debt.'

Company response to consumer: Closed with explanation