Consumer complaint received 2025-01-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: BMW Financial Services NA, LLC
State: FL

Complaint narrative:
To whom it may concern, My BMW lease was coming to completion at the end of XXXX XXXX. On XX/XX/XXXX XXXX, my car was involved in an accident. It was a no fault accident as my car was parked in the driveway and another person stole a different car, hit and totaled my car. This was at roughly XXXX. I spoke to insurance and after they determined it was no fault, they explained that they would take care of everything. Then BMW called me and asked for {$500.00} for completion of the lease or inspection of some sort. I called my insurance company and they said I am not required to pay that since the total cost would be covered by insurance. I spoke to multiple reps at BMW financial and a few of them actually said that would work as long as the got the payment. I called insurance again to make sure they said that there is no deductible/fee of any kind that I need to pay. They assured me that I do not need to pay anything. 

Eventually I got letters and phone calls from third party collection companies regarding the {$500.00}. I believed this to be some sort of scam since many random numbers called me and asked for money. Whether true or not true, I told the companies the insurance has covered it already. 

I was also given instructions to return the lease and car when I explained that I do not have a car to return, which is also why the {$500.00} Charge is incorrect. There is no car to return since it was considered a total loss. 

The next thing I see is my credit dropped from over XXXX to about XXXX. I had no idea how or why and I was told from the credit bureaus that it was because of the BMW collection. I explained that it was some sort of mistake and they suggested I check with BMW financial and the collection companies. 

I am writing this complaint today because I have tried for years at this point to resolve this matter and BMW is not cooperating. I asked what can I do to fix this and they keep referring me to write them letters asking how to remove it and BMW only replies " sorry it is reported accurately ''. I spoke to someone on XX/XX/XXXX with BMW and they said there is nothing I can do. I offered to pay balance, speak to someone, provide anything necessary to fix it and the refuse to cooperate. The current way they are reporting the situation is " Dispute resolved '' to XXXX and " Account Paid '' to XXXX. Also BMW is reporting it as a Paid Charge off to XXXX and a Paid Collection to XXXX. So there are many discrepancies between how its reported, what type of report, and that it is still in collection/derogatory even though it is resolved and account is paid for. 

I have been trying for years to cooperate and they are abusing the system with these month long delays that have turned to years. I have all the documentation to prove my innocence. I do not know where else to turn.

Company response to consumer: Closed with explanation