Consumer complaint received 2025-11-18 00:00:00
Product: Vehicle loan or lease — Loan
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: TOYOTA MOTOR CREDIT CORPORATION
State: AE

Complaint narrative:
I am an XXXX XXXX Service member currently XXXX XXXX XXXX XXXX with my wife. My vehicle is currently under lien with Toyota Financial Services. We have submitted a total of FIVE requests via their Online Support Center in order to have a Certified and Notarized copy of the front AND back of the title sent to our car shipping company, XXXX XXXX XXXX, and they repeatedly send the documents incorrectly. This has prevented us from shipping our vehicle XXXX  and we have been without transportation for five months due to their negligence. 

We have also called their Customer Service Line countless times. During our encounters via the phone, we have been told on more than one occassion the documents would be sent correctly, only for them to have either not been sent at all or sent incorrectly ( such as only the front of the title being sent with no notarization, or the front and back being sent but only notarized and certified on the front ). Sometimes, they tell us it is being sent but then nothing is sent at all, only for us to have to call back again after the XXXX day wait period. 

On Wednesday, XX/XX/XXXX we called and asked to speak with a supervisor and we were told that we could not speak to a supervisor. We asked if we could wait for a supervisor to be available and we were not that the customer service representative would lose their job if they were to procure us a supervisor. We then asked if we could speak directly to the title department and we were told that this was NOT possible and that if we wanted to speak with someone directly, we could snail mail a letter to them. This is unacceptable. 

At this point, we have been getting the run around from Toyota for over five months. We have been without transportation on a remote military base in XXXX for five months. We have explained to Toyota repeatedly that it should not take five months to get a document sent, especially after explaining our precarious situation ( aka : not having any form of transportation on a XXXX XXXX XXXX XXXX. We are currently walking EVERYWHERE ( to and from work, to the grocery store, etc ). We are being held hostage on the military base and unable to leave for doctors appointments ( which are handled off-base, XXXX appointments, grocery shopping, taking care of our XXXX cats, etc ) because Toyota has made it incredibly difficult to speak with anyone who can actually help us. 

We are requesting the CFPB to help us get in contact with someone at Toyota who can assist us in getting a copy of the BACK of the title ( they already sent the front ), stamped certified, AND notarized, sent directly to our car shipping company at the following address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  As we have explained to Toyota Customer Service Reps, U.S. Customs and Border Patrol requires BOTH the front AND back of the title be stamped notarized and certified. For some reason, Toyota has had difficulty in understanding that we need the BACK of the title stamped certified and notarized as they repeatedly only send the front notarized. However, the back of the title must also be stamped certified AND notarized. 

We have submitted online requests on the following dates : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX However, the website only keeps records for 90 days, so we can not pull up the previous ones we submitted over 90 days ago. 

We have made phone calls on the following dates : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - ( and several more, but unable to access due to a change in phone provider due to moving out of the country ) This is an unacceptable way to treat a service member who is XXXX We are graciously seeking help in procuring this document so that we do not have to walk everywhere during the cold winter months.

Company response to consumer: Closed with explanation