Consumer complaint received 2024-03-19 00:00:00
Product: Vehicle loan or lease — Lease
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: CT

Complaint narrative:
I paid off my lease and purchased my vehicle but Mazda Financial Services never sent me my Title and they have not been communicating effectively with me. 

XX/XX/XXXX - I sent in my paperwork and a certified bank check with the amount of {$22000.00} by certified mail to the lease company in order to purchase my leased vehicle. 

XX/XX/XXXX - I call Mazda to follow up since they failed to send me any other correspondence for over a month. I am informed that they will send me the Title as well as the bill of sale and all necessary documents to complete the transfer of title and register the vehicle. 

XX/XX/XXXX - I receive a letter thanking me for my purchase and a Bill of Sale but no title. The letter mentioned that " Enclosed are the Certificate of Title and other related documents that may be necessary to complete the transfer of your vehicle. '' but there is no title. 

XX/XX/XXXX - I call Mazda to inform them that I do not have the title and can not go register the vehicle with the DMV, they assure me that with the documents they sent I can and that I should go to the DMV anyways and the DMV can just print a new title for me when I am there. 

XX/XX/XXXX - I call the DMV to schedule an appointment and they inform me that with the documents I have that they will not be able to do anything to help me and that I need to have Mazda request a duplicate title since they are the title owners and only they can ask for and receive a title, there is not anything they can do for me. 

XX/XX/XXXX - I call Mazda back to relay the information to them that the DMV told me. They said they will have the duplicate title created and have the DMV mail it directly to me and I should get it in a couple of weeks. 

XX/XX/XXXX - The DMV reissues the title and sends it to Mazda. 

XX/XX/XXXX - I call the DMV to check with them and see if they mailed me the Title like Mazda said they would. The DMV informs me that they can not send the title to me and they can only send it to the title holder, Mazda. Here I am informed that the title was printed and mailed out on XX/XX/XXXX. 

XX/XX/XXXX - I call XXXX again and they inform me that once they receive the title they will process it and mail it to me with certified mail and tracking so it does not get lost. 

XX/XX/XXXX - I call Mazda again to follow up on the matter and they inform me that the Title has not yet been received and that I must call the DMV and follow up with them. I inform Mazda that there is nothing I can do with the DMV since this is between the Title holder, Mazda, and the DMV and they will not give me any information. Mazda says they will call me back tomorrow to follow up with more details. 

XX/XX/XXXX - I call back Mazda since they did not reach back out to me and I am informed the Title has been found and it will be processed and mailed out with priority overnight mail and I should receive it no later than XX/XX/XXXX. 

XX/XX/XXXX - I call Mazda back and I am informed that the Title has been sent to me and should wait until it is received. I am told it was sent priority over night but they do not have tracking and to just wait. I tell them that is unacceptable and I need to know where the title is. They transfer me to the Resolution Department where they inform me that the Title is still being processed and they do not have it because it has been sent to the Administrative office. I inform them that they are giving me conflicting answers to the same question and they tell me to call back later. 

I have received no real answers and Mazda has held on to my money for over 7 months at this point and I have nothing to show for it. Their only answers to my questions are to call back again and I feel as though they are robbing me. They wont give me back my money and I can not sell the care without a title, they have taken my money and left me with nothing.

Company response to consumer: Closed with explanation