Consumer complaint received 2026-01-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: Mercedes Benz Financial Services
State: MN

Complaint narrative:
Mercedes Benz Financial Services, XXXX XXXX XXXX XXXX XXXX Minnesota, XXXX XXXX XXXX Customer Service. 

There have been estimated XXXX conversations and email inquiries over the past few months with various representatives at XXXX XXXX XXXX The lack of action feels illegal as this is a clear breach on my financial security This Fall I purchased a new vehicle. I opened a loan. Within approximately 1 month of opening the loan, I went into my account and noticed a suspicious phone number that belongs to a male with a foreign name. I immediately made note of the number and then updated my account. I then called the financial person at the dealership to report it and ask how this happened. He deflected and directed me to customer service ; this is where the spiral started... 

I called XXXX XXXX customer service to and inquire as to how this happened, with hopes that the reception would be taken very seriously. I wanted an explanation and confirmation that my financial information was not jeopardized because this person can access my account with my phone number and address. I also asked if there had been any log-ins to my account. I also sent emails. Customer Service directed me to dealership, dealership directed me to customer service, etc Responses across several months of inquiries : XXXX ) They can not tell me if any log-ins occurred as they don't have that data ( this is completely false, legally, they have to have this data ) XXXX ) This happens for all new customers, it's just a glitch where the system adds random phone numbers to accounts XXXX ) The dealership entered the phone number into my account ( which they denied ) XXXX ) I did it ( which I did not )- this is most common pushback XXXX ) There have been system updates that are doing this and it's a known issue XXXX ) This is the first time anyone has ever seen this happen ( again, inferring I did it ) They most commonly and consistently accuse me of doing this when ( XXXX ) I reported it ( XXXX ) I was/am clearly VERY concerned and upset ( XXXX ) They stated, more than once, that they do not have log in records- so how can they say I did it? 

Every time I reach out, to anyone/everyone associated with the list of entities above, I am told it is being investigated and/or it is being elevated and/or someone will call me back immediately. I have had a couple of call backs, but only to say they are " working on it. '' That was months ago, they have not ghosted me since XXXX. Even the local dealer, who I purchase the car from, has supposedly elevated to the district XXXX, 3 times, and I was never contacted. ( my last conversation with them was XXXX weeks ago ). 

Other than disgusting customer service ( and the overall sub-par, incredulous experience of purchasing this vehicle ), this situation is dangerous to my financial security. I have had to take measures to ensure I am safe, measures I should never have had to take and I will now have to monitor things closely for years to come. 

I want resolution on this breach, I deserve it

Company response to consumer: Closed with explanation