Consumer complaint received 2025-09-30 00:00:00
Product: Debt collection — Auto debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: BMW Financial Services NA, LLC
State: CA

Complaint narrative:
On XX/XX/XXXXXXXX  I discoveredby reviewing my credit reportthat BMW Financial Services had reported an outstanding balance from my lease return to collections. This was the first time I became aware of any balance or collection activity. Prior to that date I had been waiting for a statement from BMW so I could pay what I owed ; no mail, email, or statement was ever received. 

From XX/XX/XXXX through XX/XX/XXXXXXXX  I repeatedly contacted BMW Financial by phone and through their portal to get clarity and to resolve the account. During these calls I explicitly asked : ( 1 ) for a full accounting of how the balance was calculated ; ( 2 ) for proof of mailing or delivery confirmation for any statements or notices they claim to have sent ; and ( 3 ) for assistance establishing a reasonable payment plan so I could resolve the amount in installments ( I offered to discuss payment options because paying the full lump sum was not feasible ). Each time I was bounced between representatives and given evasive answers. Representatives repeatedly refused to provide the requested documentation or a workable payment plan, summarily dismissed my requests with comments along the lines of tough luck, and would not help me find a reasonable resolution.

At one point I asked for evidence of mailing/delivery for prior notices and was told by a representative that I would need a subpoena to obtain that information. When I stated I would consult an attorney, that representative immediately hung up on me. This abrupt hang-up and the repeated refusal to provide basic documentation is unacceptable and unprofessional.

Approximately one hour after the call in which the representative hung up, BMW emailed me for the first time and attached copies of letters they claim to have previously sent. The attachments included a XX/XX/XXXX letter offering settlement at {$7100.00} and an XX/XX/XXXX letter offering settlement at {$4400.00}. I want to be XXXX clear : I never received these letters in the mail or by email at the times they were allegedly sent. There is no evidence of delivery or tracking provided to me despite my requests during phone calls. Had I been properly notified of the XX/XX/XXXX {$7100.00} or the XX/XX/XXXXXXXX  {$4400.00} settlement offer when it was sent, I would have acted immediately to accept it or negotiatethere is a clear, prejudicial loss of opportunity here caused by BMWs failure to provide actual notice. 

Instead of honoring or even communicating those prior offers, BMW has demanded the higher {$8900.00} balance and reported the account to collections, causing immediate and demonstrable damage to my credit report. Their conduct has forced me into repeated calls, wasted hours of my time, subjected me to rude and dismissive customer service, and created financial and emotional stress. I am a willing payermy issue is BMWs failure to properly notify me and their inconsistent, evasive, and abusive handling of the account.

I am requesting the following immediate remedies : 1. BMW Financial Services must honor the XX/XX/XXXXXXXX  settlement offer of {$4000.00} ( or accept a lower agreed-upon amount given the harm and lack of notice ) and confirm acceptance in writing through the portal and to CFPB. 
2. BMW must remove or correct any negative credit reporting related to this account, since I was not properly notified prior to the account being referred to collections.

3. BMW must produce documented proof of mailing/delivery confirmation ( tracking, certified mail receipts, or equivalent ) for any and all letters, statements, or notices they claim to have sent, including the XX/XX/XXXX and XX/XX/XXXX letters. 
4. I request CFPB investigate BMW for deceptive or abusive practices in failing to notify me, misrepresenting communications, and reporting to collections without providing proof of notice. 
5. I request compensation for any out-of-pocket expenses directly caused by this error ( if applicable ) and corrective action to ensure this type of failure does not continue to occur with other consumers. 

I am attaching the documents BMW emailed me on XX/XX/XXXX ( the XXXX and XXXX settlement letters ), screenshots of my portal messages that were upload under file name texts 1,2 and 3 and phone-call notes where I repeatedly requested proof of mailing and payment assistance, and a copy of the credit report entry showing the collections listing. I am prepared to provide additional documentation, including call logs and date/time stamps, if needed.

This matter is urgent. BMWs pattern of failing to provide proper notice, refusing to document their communications, and then reporting to collections is unacceptable and harmful. I expect CFPB to require BMW to provide full documentation and to correct my account and credit report immediately.

Company response to consumer: Closed with explanation