Consumer complaint received 2026-02-26 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: TOYOTA MOTOR CREDIT CORPORATION
State: TX

Complaint narrative:
I am submitting this complaint regarding a wrongful repossession caused by my auto lenders internal error, failure to provide notice, and inconsistent information provided by their representatives. In XX/XX/XXXX, I contacted Mazda Financial Services to request a payment extension. I was sent an extension agreement and instructed to complete it using XXXX. The document itself suggested the use of an electronic signature. I signed the document via e-signature and submitted it. At no point was I informed that an e-signature was unacceptable or that a wet signature was required. I was never notified that the agreement was rejected, reversed, or incomplete. I relied on the lenders instructions and reasonably believed the extension had been approved. On XX/XX/XXXX, my vehicle was repossessed without warning. When I first contacted the lender, I was told the repossession occurred because my XXXX extension payment was reversed on XX/XX/XXXX. I explained that I made a payment on XX/XX/XXXX, and simply forgot to cancel a scheduled payment for XX/XX/XXXX. I was told this did not matter and that the extension was denied due to a reversal, despite the successful payment on XX/XX/XXXX. During this call, I was also told I would need to pay the full payoff amount to retrieve my vehicle, which is not financially feasible for me. Later that day I called again to see if another representative could see my payment. I was told the same thing about the reversal multiple times until I specifically asked if she could see any payment on XX/XX/XXXX. Finally she stated that she had seen a payment but only for {$250.00}. I immediately debunked this by stating I had my bank statements open and could see I made a payment of {$380.00} on XX/XX/XXXX. With this I was instructed to email a merchant agreement to XXXX XXXX team to prove a payment was made and hopefully get my car back due to their system error. I complied but due to business hours I could not confirm that they had received the email. The next day I called to get a status update and was told they still had not received it and to resubmit the email and input Urgent into the subject. I did this on XX/XX/XXXX at XXXX XXXX. Later that day I called to see if they had received the email and explained the situation. After further follow-up, the lender changed their explanation and stated that she sees a successful payment of {$380.00} on XX/XX/XXXX. Then proceeds to say that the {$250.00} payment was made this year. I have not made any payments this year especially not of that amount as it isnt even a full payment. When stating this she then trails off and says no thats something else but never clarified. With her now seeing the payment correctly I ask again why was my agreement denied and eventually she found the repossession occurred because my extension agreement was invalid due to an e-signature. This is the first time I was informed that e-signatures were not accepted, despite the lender directing me to use XXXX to sign. I asked if she had seen the wet signature requirement on the document and she stated she did not know. I replied with I was never informed before or after signing the agreement that there was an issue. In face after facing the agreement I called and got clarification that it was successful along with checking the automated payment system that also corresponded with the agreement being effective. Hence why repossession came as a surprise. She began to grow agitated at my questioning while not giving any clear answer so I respectfully disconnected. I immediately checked my documents saw nothing indicating for a physical signature only. Also to my knowledge there is a law called the E-Sign law which grants legal recognition of electronic signatures ensuring that they can not be denied solely due to it being electronic The same day I spoke with another rep who told me that they do not tell people not to sign electronically and understands how misleading it is due to the document opening in XXXX and suggesting an e signature option. As he was only a rep I requested to speak with a supervisor and was told I would receive a callback within 12 business days. To this day XX/XX/XXXX I have had no supervisor contact. In the meantime I sent an urgent email requesting a dispute and reinstatement review and have yet to receive any response. On the 3rd business day I called to check in on my supervisor call back and was told again to wait 24-48 hours. I confirmed my contact info and continued to call almost every day and was told the exact same thing each time. Meanwhile I sent another urgent email ( XX/XX/XXXX ) about a dispute but also asking for a hold on the auction of my car due to active investigation. No response. On XX/XX/XXXX, the day before the pay off deadline. I was able to speak with a resolutions team member. I told her the information and she proceeded to say she could not do anything despite the lack of communication and unorganized Ive witnessed from the start of this. As I push that I was not notified she began to say I received mail that my agreement was incomplete. When I said I have not received any mail and came about that I am paperless she contradicts and states I had a email. I continued to state I did not receive one and asked for specific dates. I checked for the date she told me ( XX/XX/XXXX ) and saw absolutely nothing. I let her know this and she grew agitated and said something about it being in the XXXX app. I do not use the app. When I have a late payment, declined payment, upcoming payment etc. I get an email yet when it comes to this I received nothing and have yet to see proof of the mail or email she claims to see. She continued to be short and say she cant help me with anything so I asked for her to keep my supervisor call back, and to notate that I have active dispute and trying to get a hold. Along with this call I was able to get a 7 day extension on the auction. Despite the lack of notice, conflicting explanations, and internal errors, the lender has continued to move forward with auction proceedings. I was only able to obtain a temporary 7-day auction extension after repeated calls and requests. The auction deadline is now XX/XX/XXXX, and I have still not received supervisor contact, written confirmation of an auction hold, or meaningful resolution. This situation has caused significant financial and personal harm. The repossession resulted from the lenders procedural errors, failure to provide notice, conflicting explanations, and failure to properly escalate my dispute. I relied on the lenders instructions to use XXXX for the signature and was never informed that this would invalidate the agreement. The lenders handling of this matter has been disorganized, inconsistent, and unresponsive. All I request is to have my vehicle reinstated and my extension agreement honored. Thank you for your assistance in investigating this matter.

Company response to consumer: Closed with explanation