Consumer complaint received 2026-03-09 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: Mercedes Benz Financial Services
State: MA

Complaint narrative:
I am requesting that the lien on this vehicle be released and that the account reporting be corrected based on the written communications I received repeatedly stating that the account had been paid off. I relied on those written communications in good faith. Despite those statements, my credit report currently reflects a balance of approximately {$100000.00} associated with this vehicle. The vehicle was purchased/leased brand new in XXXX and experienced significant electrical and mechanical issues almost immediately after delivery. Between XX/XX/XXXX and XX/XX/XXXX the vehicle spent approximately XXXX days in the possession of XXXX for repairs. Due to the repeated safety issues, the vehicle has not been driven since XX/XX/XXXX and has remained stored in a garage. As this is an electric vehicle, its inactivity can be verified through charging records. The vehicle repeatedly shut off while being driven, creating serious safety concerns. Because of the repeated repair history, Mercedes-Benz XXXX XXXX repurchase review. The case was transferred to XXXX to calculate the repurchase. The first repurchase calculation left a remaining balance of approximately {$31000.00} that I would have been responsible for paying. I disputed that calculation because the vehicle experienced serious failures shortly after purchase and spent a substantial portion of the first XXXX months in repair. After declining the initial repurchase calculation, I retained an attorney to assist with the matter. During the communications between my attorney, XXXX, Mercedes-Benz USA , and Mercedes-Benz Financial Services , multiple written emails were provided stating that the account associated with the vehicle had already been paid off. Based on those communications, XXXX began requesting that I provide the title to confirm that the account had been satisfied. However, the vehicle was structured as a lease and I did not possess the title. My attorney repeatedly communicated this in writing. Despite this, the case was ultimately closed because the title could not be produced. Later communications then suggested that the vehicle may have been refinanced, which was incorrect. More recently, when I contacted Mercedes-Benz Financial Services to request that the lien be released based on the written statements that the account was paid off, I was informed that the account had been transferred to a collection agency. I contacted the collection agency and provided the documentation showing that the account had previously been represented in writing as paid off. Within approximately XXXX hours, the collection agency informed me that the account had been closed and returned to XXXX XXXX XXXX after a compliance review. When I contacted XXXX XXXX XXXX XXXX XXXX I was informed that the matter had been handled through XXXX XXXX XXXX When I contacted XXXX XXXX XXXX XXXX was informed that the issue related to the finance balance and should be addressed with XXXX XXXX XXXX XXXX As a result, the issue has been repeatedly redirected between departments without a clear explanation for the conflicting written communications or the current balance being reported. Because of these circumstances, my credit report continues to reflect a balance of approximately {$100000.00} despite the prior written communications stating that the account was satisfied. The current market value of the vehicle is approximately {$35000.00}. The vehicle has not been driven since XX/XX/XXXX due to safety concerns. Resolution Requested I respectfully request the following : Release of the lien associated with the vehicle Correction of the credit reporting associated with this account Reimbursement of attorney fees incurred while attempting to resolve this matter Reimbursement of my down payment Consideration of a goodwill payment due to the extensive repair history, prolonged dispute, and financial impact caused by this unresolved matter. My goal is simply to resolve this matter so that I can move forward and obtain a reliable vehicle in order to return to work.

Company response to consumer: Closed with explanation