Consumer complaint received 2022-12-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Struggling to pay your loan — Loan balance remaining after the vehicle is repossessed and sold
Company: Tesla, Inc.
State: CA

Complaint narrative:
In mid XXXX of XXXX, Tesla repossessed my XXXX XXXX XXXX when the pandemic lockdowns were in place since XXXX. I was told that they had not received a payment on the vehicle, which is not true. A payment was made in XXXX on this vehicle. At any rate, I told them that I would not have received any of their notices because the business office, where the invoices and notices were sent, was closed due to the lockdown. They did not care and did not want to work with me to get the vehicle back to me. In fact, when I was finally able to make a payment to get the vehicle back, they significantly raised the amount owed to get it back and I could not afford that at the time since business was shut down. That entire experience was shocking to me because I don't think the vehicle should have been repossessed at all and when I tried to make things better to get the vehicle back, the made it exceedingly difficult. It felt personal, although I know that may have been irrational to think. 
Currently, I am still dealing with Tesla Finance trying to collect a payment over {$14000.00} for the repossessed vehicle which has long since been sold to someone else. I had a conversation on XX/XX/XXXX after FINALLY getting through to a human and explained all of this to him. He ( XXXX XXXX then said that the payment would be reduced to just the amount I owed up until the vehicle was repossessed. He went in on the back end of the website and made it possible to make partial payments until I pay the new reduced balance. I made a payment of {$200.00} on the phone with this man that day! I have an image of the email he sent explaining how to make the partial payment. I explained that I likely would not be able to start making large payments until the holiday season is over due to VERY slow business in the housing industry. I told him that I would likely be able to make significant payments or even pay off the balance in late XXXX early XX/XX/XXXX when. things typically pick up again. He mentioned I would still get notices until I pay the balance. I was ok with that. 
A few days later I received an email from some other person asking why I paid only {$200.00} and reiterating that I still owe $ XXXX on the account. I emailed and told him that the balance was adjusted by an associate of his and that the {$200.00} was accepted and I even paid it while I was on the phone with his associate. Then I received another email from yet ANOTHER person replying that they do not do payment plans and that I still owed $ XXXX on the account! I was infuriated! After spending so much time on the phone explaining things and then making a payment with a TESLA finance person on the phone with me. To have others email me and tell me that it doesn't matter is frustrating! They have also had some people from another company emailing me notices about this account asking for payment as well! ( Please see attached ) Its ridiculous! They have VERY bad customer service and no internal communication and it's causing distress.

Company response to consumer: Closed with explanation