Complaints

This profile includes complaints for Mazda Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2024 we purchased a 2024 Mazda cx-90. It had so many issues that we wrote Mazda in January 2025 that we wanted them to repurchase the car. On 1/31/25 Mazda wrote us and told us they will repurchase the car. They gave us a list of instructions in order to turn in the car. Once we sent over all items, I.e. payoff, current registration, payment history, etc. they gave us instructions on where to surrender which we did on 4/17/2025 to ****** Mazda in **********, **. We received a check for 11 months of payments and our down payment of $5,000 for a total amount of $11,616.88 They sent a payoff check to Mazda Financial in the amount of $47,078.20. We were also given a check in the amount of $339.42 supposedly an overpayment after payoff (we were supposed to receive $733.48) but we were just glad to have every done.Last week we received a notice from the bank that my over payment check had been returned! Then the worse came the payoff check had been returned!!! Every day we get harass from Mazda Financial for payment. We have explained over and over that Mazda corporation was the one who sent that check not us. Our credit has now been affected as is over 30 days late. Mazda corporation has not returned our calls None of our calls. The gentlemen who helped us this entire process has not returned one email. We have been calling for over a week now and they will not return emails or calls. This is incredibly unacceptable! We do not know what else to do. I never had a big corporation do this before. We have all the contracts and agreements if you need to see them.

  Business Response

  Date: 06/09/2025

  June 09, 2025
  BBB Case # ********
  ********* *******
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ********* *******.
  First and foremost, MFS would like to thank Mr. ******* for bringing their concerns to our attention.
  
  After a thorough review of ********* ******* account, we have determined that the information reflected in our records is correct and we are reporting Mr. ******* account to the ********************** ****************** (CRAs) in a manner that is consistent with our records. There are no delinquencies currently reporting on the account and account is closed and paid in full.
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate ********* ******* for bringing this matter to our attention. If Mr. ******* should have any further questions, they may contact MFS at **************,Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just bought a 2025 from Hertige Maza of ******. The process went smoothly with the salesperson, however the finance process used a table top display, I advised the finance person that I was not interested in the *** Auto Armor for $1599.00 or the 4N1 Assurance Protection for$1844.00. On the table top desk ,when the forms came up , I said no again to both forms. Then I was asked to sign paper copies and of course I trusted the financial person. I had been at the dealership from 9:30 am and let around 1:00pm. No paper copies were given to me at the dealership that day. I took the car back to have accessories I had paid for and asked for the *** stick that all the paperwork was on for the car. To my surprise when I printed all the copies out my name appeared on copies of the two documents listed above. I do have a 2 copies of the Vheicle form, one without my signature and one with my signature. I think the dealership using the table top display. I'm wondering if the finance person can use my signature from other table top display documents and then add the documents when they are printed.

  Customer Answer

  Date: 06/05/2025

   

  Thank you, but I spoke with the manager this morning and he has agreed to refund the  new car charges that I wrote to the BBB about. At this time I am satisfied with the dealers response and no other actions from the BBB are requested or required.  Thank you for following up and the services you offer. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sent Payoff check to Mazda $278.43 check was cashed and never posted by Mazda Financial services.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB Case: ********
  Contact Name: ****** *****
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding the missing payoff check for the above forementioned account number.
  
  Primarily, we would like to extend our sincerest apologies for the frustration Mr. ***** has endured when contacting our customer service center regarding his missing payment. Our records indicate on May 11, 2025, Mazda Financial Services (MFS) received a check from Mr. ****** in the amount of $278.43, which was inadvertently misapplied to an account. We have located Mr. ****** payment and subsequently requested an adjustment to apply the funds to his account. Once the payment adjustments are completed, we will apply the payment to Mr. ****** payoff within 3-4 business days.
  
  MFS strives for excellence in customer satisfaction and regret if we failed to meet Mr. ****** expectations, with respect to his misapplied payment. If Mr. ***** has any further questions, he may contact our *********************** directly at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:05/27/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/27/25 I purchased a vehicle from 2 Mazda Loveland, ** with auto financing from Mazda Financial Services (MFS) P.O. ********************************. On 4/30/25 I paid off the auto loan via bank funds transfer to *** and was informed that I would receive a lien release within a week. Mazda Financial Services then sent me a lien release with an incorrect VIN. I called MFS on 5/20/25 and was told they received the incorrect VIN from the dealership 2 Mazda but would get the document corrected within a week. A week passed w/o receiving a valid lien release, so I called MFS again on 5/27/25 and they would not acknowledge their commitment to fix the problem from the previous week's call and said the loan contract from the dealer is incorrect and thus can not send a corrected lien release document. Meanwhile the loan contract I signed at the dealership on the day I received the car has the correct VIN.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB Case: ********
  Contact Name: ******* *******
  Account Number: *********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ******* Hubbards request for assistance on the above reference account. We thank our Customer for bringing their account concerns to our attention.
  
  Our office attempted to reach our customer on June 9, 2025, but was unsuccessful.
  
  After reviewing the account in detail, MFS records show that we received the payoff of $15,125.90 on May 1, 2025, closing the account in full. Afterwards, a lien release was produced and mailed on May 6, 2025.  Due to an inadvertent dealer error, MFS was provided the incorrect vehicle identification number (VIN) on the contract which resulted in the lien release issued to Mr. ******* to be incorrect.
  
  MFS has taken action in updating a corrected lien release being expedited to Mr. ******** We have confirmed delivery on June 9, 2025, ***** tracking number ************* Additionally, we have also sent a letter referencing MobilityOne Financial as this is lien holder on your title as of today June 11, 2025, with ***** tracking number ************* An update is expected later today through ***** with this tracking number.
  
  Our team members are trained to the highest standards. We understand our customers rely on the companies they do business with to provide accurate information. We have provided the necessary coaching to the appropriate management teams to prevent any misinformation from being advised in future conversations.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at ***************
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 06/12/2025

  I have reviewed the response from the business.  I did receive the corrected lien release from them however they referred to receiving a payoff amount of $15125.90 on 5/1/25.  That amount is incorrect as the payoff amount they received from me on 5/1/25 was actually $23972.38.   In addition they referenced an attempt to contact me on 6/9/25. I can't confirm that call as I was not home on 6/9/25 and they did not leave a phone message.
  

  Customer Answer

  Date: 06/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car and signed an agreement for a loan from Mazda Financial Services. Over the past 12 months, they have put my money in the wrong place and called to say I hadn't paid twice. Also, until this month, I was not allowed to pay in excess of my monthly amount online, I had to do it over the phone. If I try to pay online, I cannot uncheck the box to save my billing information, and I do not trust this company with any of my personal information.Currently, Mazda is now sending me a negative credit notification. They also send texts that I owe money, but I cannot respond to the texts. When I try calling and provide my phone number, the automated system says I will need to talk to someone and then disconnects. This has been occurring for weeks, and I have no way to get in contact with the company. Meanwhile, they are charging me excess interest and impacting my credit.

  Business Response

  Date: 05/21/2025

  May 20, 2025
  BBB Case # ********
  ******** *******
  Account # **********
  
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ******** *******.
  First and foremost, MFS would like to thank Mr. ******* for bringing their concerns to our attention.
  
  After a thorough review of ****** ******** account, we have determined that the information reflected in our records is correct and we are reporting Mr. ******** account to the ********************** ****************** (CRAs) in a manner that is consistent with our records. There are no delinquencies currently reporting on the account.  
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate ****** ******* for bringing this matter to our attention. If Mr. ******* should have any further questions, they may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my first mazda CX-90 in January 2024 i love my mazda ! I have worked with the mazda company for two years now as well . In February of 2024 there was a price drop on all mazda cx-90 MSRP as I felt that that was unfair. I had reached out to Mazda I got an email that I would be refunded a certain amount which I was happy to know they understood me . But then was assigned a representative named Zumondre which he told me over the phone on a recorded line that my refund would be credited onto my account ******************************************** ) which I agreed I thought that was a great idea that that amount refunded would be going back to my car loan . He told me it would be 3 to 6 weeks. And I waited, causing my account to be late. Then I receive an email from him stating that it was going to be a mailed check. At this point, I felt very upset because I now had a late payment on my credit report. If I would have known from the beginning, I wouldve paid my car note as I am never late on my car notes. Over time I kept getting representatives switched and they would give me different time frames as to when the check will be coming in the mail. My only idea was to receive the check and put it back into the loan to try to play catch-up but that was not the case as I received the check almost 7 months later. I am asking that Mazda financial to remove the late payment off my credit report as it has caused me financial issues for me and my families finances decisions. Attached I have included emails of the different stories and different representatives I kept getting. I am desperately pleading that mazda removed my late payments off my credit report so that me and my family could be approved for our dream home . I have made all my payments on time and would have never been late if that didnt happen to me as i keep all my accounts paid on time . I have called mazda financial but no one can assist me as they state its not their department. I have wrote my dispute letter but not satisfied

  Business Response

  Date: 05/22/2025

  May 20, 2025
  BBB Case # ********
  ******* *****
  Account # **********
  
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ******* *****. First and foremost, MFS would like to thank Ms. ***** for bringing their concerns to our attention.
  
  After a thorough review of ******* ****** account, we have determined that the information reflected in our records is correct and we are reporting Ms. ****** account to the ********************** ****************** (CRAs) in a manner that is consistent with our records.    
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate ******* ***** for bringing this matter to our attention. If Ms. ***** should have any further questions, they may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 06/04/2024
  Amount of Money Paid to Business: Non- Monetary
  What The Business Committed to Providing: Vehicle Lease Agreement
  Nature of dispute: I am disputing the late payment that I was hit with all because I was never notified by Mazda that a payment was due. I do not live at the address of the signer of the lease. Mazda had the incorrect mailing address and never sent me an notice of payment due to my residency. Mazda did not send the “Notice of Right to Reinstate Lease “letter to my address. Upon signing as the co-signer, I provided my address which is not the address Mazda is using. I attached my drivers ID for proof of my residency.
  This missed payment is solely due to this error in Mazda’s system. Mazda assumed that I live with the lease holder because we have the same last name which is incorrect. The lease holder and I have been divorced (see attached proof of divorce). My credit score has always been in good standing which is why the lease holder asked me to cosign because I make all my payments timely. I attached copies of my credit score which clearly demonstrates I had an excellent record of timely payments and a good credit score prior to this incident. This “late payment “ is the first and only one that I ever had for as long as I have been alive. It is the only detrimental item currently reflected on my credit report, and it is falsely representing my credit worthiness.
  I would like Mazda to contact the credit companies and remove the late payment off my credit report since they are the reason why (failure to notify me) I now have this late payment on my credit report still.
  Whether or Not the business Tried to Resolve: No I attempted to write letters of goodwill to Mazda Financial and they refused to assist me on removal of the late payment. After numerous letters back and forth all they did was update my address.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  BBB Case # ********
  ****** *********
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial
  Services (MFS) by ****** *********.
  
  First and foremost, MFS would like to thank Mr. *********
  for bringing his concerns to our attention.
  
  Mr. *********’ complaint stated that he believed that his MFS
  account is incorrectly reporting on his credit profile and after a thorough
  review of Mr. *********’ account, we have concluded that the credit marker
  reported in June of 2024 is valid.
  
  After a thorough review of Mr. *********’ account, our
  records indicate we sent a billing statement on 05/28/2024 to the address
  provided, prior to reporting derogatory information against his tradeline. Unfortunately,
  we are unable to accommodate Mr. *********’ request to remove the negative
  information reported, as we are required to report accurate information to the
  CRAs.
  
  Please know MFS strives for excellence in customer
  satisfaction, and we appreciate Mr. ********* for bringing this matter to MFS’s
  attention. If Mr. ********* should have any further questions, he may contact
  our Customer Service Center at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (PII)
  as necessary to the complaint as submitted by the customer. We do not control
  how or whether the BBB safeguards our response or the PII in our response after
  submission.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   Mazda refuses to acknowledge that they did not send the notice of amount due to my address. As you can see the letter they sent on the upper right-hand corner is the address of the lease holder. I am NOT the leaseholder; I was the co-signer. I provided my correct address when cosigning when I gave them my NY Driver's License see second attachment.

  Why does Mazda refuse to acknowledge that they sent the letter of demand to the wrong address? If they would have sent it to my address they would have been paid because, I always pay my bills on time which can be seen in my credit history report provided to them multiple times including my first submission on the BBB website. 

  There would be no late payment had they mailed the letter of payment due to my address & not the address of the leaseholder who they just assumed I reside with because we have the same last name. I also previously provided proof of divorce in addition to proof of a different address.

  Mazda did not notify me & they need to take responsibility for their own actions instead and admit they made an error on my address which has now ruined my credit score. 

   

  Business Response

  Date: 04/25/2025

  April
  25, 2025
  BBB
  Case # ********
  ******
  *********
  Account
  # **********
  
  This
  is in response to the complaint filed against Mazda Financial Services (MFS) by
  Mr. *********. Our response remains the same.
  
  We
  have researched our records and have determined that the information reflected
  in our records is correct and we are reporting Mr. *********’ account to the
  Credit Reporting Agencies (CRAs) in a manner that is consistent with our
  records.
  
  Unfortunately, we are still unable to accommodate Ms. *********’ request
  to remove the negative information that was reported, as we are required to
  report accurate information to the CRAs.
  
  Please
  know MFS strives for excellence in customer satisfaction, and we appreciate Mr.
  ********* for bringing this matter to MFS’s attention. If Mr. ********* should
  have any further questions, he may contact our Customer Service Center at
  **************, Monday through Friday.
  
  We
  may include Personally Identifiable Information (PII) as necessary to the
  complaint as submitted by the customer. We do not control how or whether the
  BBB safeguards our response or the PII in our response after submission.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to report ongoing negligence and mishandling by Mazda Financial Services regarding the vehicle title for my recently purchased Mazda CX-5.I purchased the vehicle two months ago from a dealership in **********. I am a resident of ************. The vehicle was previously leased through Mazda Financial Services, and the title had to be transferred as part of the purchase. However, Mazda Financial Services initially sent the title to the dealership with incorrect mileage information.After waiting nearly two months and making multiple calls to Mazda Financial to escalate the issue, the dealership finally received a new title. Unfortunately, the mileage on the second title was also incorrect. This repeated error has delayed the vehicle registration process and left me driving with temporary plates for over two months. I have had to make several unnecessary trips to the dealership just to update my registration, causing significant inconvenience and expense.This ongoing issue reflects a serious lack of diligence and accountability on Mazda Financials part. Despite multiple efforts to resolve the matter directly with both the dealership and Mazda Financial, the problem remains unresolved. I believe this mishandling is not only unprofessional but may also constitute consumer negligence, especially given the critical nature of proper vehicle documentation.I am seeking assistance in holding Mazda Financial Services accountable

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB Case: ********
  Contact Name: ****** ********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding ****** Radionovs request for assistance related to the title of a Mazda CX-5 they recently purchased via ************ Mazda in ***********, ***********
  
  The *** record reflects that on January 22, 2025, the original title was sent to the dealership using the mileage from the odometer statement completed by the dealer with the payoff for the vehicle.
  
  On February ******, the dealership requested a duplicate title in which the mileage originally provided by the dealership was utilized in completing the request,as the dealership did not provide an update confirming the correct mileage.
  
  As of April ******, the duplicate title was received from the dealership and was processed in the *** system of record, and on April 15, 2025, *** received an updated odometer statement confirming the correct mileage. Two days later, on April *******, the power of attorney, lien release, and Affidavit of Correction were expedited via overnight delivery to ************ Mazda.
  
  Lastly, *** confirmed with the dealer as of April 24, 2025, that the documents were received,and Turnersville Mazda confirmed the issue was resolved, resulting in ****** ******** successfully registering and titling the vehicle in the state of Pennsylvania. 
  
   Please know that Mazda Financial Services strives for excellence in customer satisfaction.If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:04/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed my Mazda CX-5 in March 2022. Recently, I discovered that my first name and last name on the vehicle title and registration were swapped by mistake from Mazda. I contacted Mazda Financial Services customer support team and also submitted my request online, via the dashboard. However, Mazda refused to help me correct my name.California DMV provides very clear instructions on how vehicle lienholders can change/correct the name. Mazda Financial Services refused to send the vehicle title to the **** even though I provided the *** 256 form and the instructions. Here is the link to ** DMVs instructions: *************************************************************************************************************** should correct the name for their customer, especially when this is their own mistake.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  BBB Case: ********
  Contact Name: **** **
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding **** Xus request for assistance with the above-referenced MFS vehicle account.
  
  You signed your contract on March 26, 2022. Your contract obligates you to 60 payments of $614.84. By signing this contract, you agreed to the terms and conditions, which include your obligation to pay in accordance with the payment schedule and all other terms and conditions. The contract reflects your first and last name as ** ****, to which your signature acknowledges is correct.
  
  Our records also reflect that on April 10, 2025, you spoke to MFS and were directed to Hello Mazda of ********* in reference to your concerns,as the originating dealership is responsible for the original vehicle registration and title documents, not MFS.
  
  It is important to know that California is an Electronic Lien Title (ELT) state; therefore, MFS does not have possession of the title and is listed as the lienholder on the title record. Upon review of the Reg 256 form submitted by our customer, the document does not require a lienholder signature or require any action to be taken by ***. The form directs the customer to complete the document and return it to the CA DMV for assistance; therefore, we respectfully request that **** ** partner with the CA DMV for assistance in updating their name. The customer is responsible for all DMV fees associated with retitling and correcting the registration.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   Mazda Financial Services has incorrectly directed me to submit my REG-256 form directly to the **** which is not possible in my situation. According to California *** requirements, for vehicles with liens, the lienholder must submit the correction form along with the title information to the **** As Mazda Financial Services acknowledged, ********** is an Electronic Lien Title (ELT) state, which means they are the only party with access to the electronic title and the authority to facilitate this correction.
  I have diligently followed the proper channels to resolve this issue, contacting both my dealership (Hello Mazda of *********) and Mazda Financial Services multiple times. The dealership specifically informed me on April 18, 2025, that "after 30 days we are not able to make any changes. The *** and Mazda should be able to make this correct as we are no longer able to." This clearly indicates that Mazda Financial Services, as the lienholder, is responsible for facilitating this correction.
  I want to emphasize that I love my Mazda CX-5 and have generally been pleased with the service from Hello Mazda of *********. My only concern is correcting my transposed name on the vehicle title and registration. This is a simple administrative correction that Mazda Financial Services has the responsibility and capability to address.
  I respectfully request that BBB review the attached rebuttal letter and REG-256 form for a complete understanding of the situation. I am simply asking Mazda Financial Services to fulfill their role as the lienholder in this process by submitting my REG-256 form to the California *** along with the electronic title information, in accordance with standard procedures for vehicles with liens in an ELT state.

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB Case: ********
  Contact Name: **** **
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the follow-up complaint filed against MFS regarding **** Xus request for assistance with the above-referenced MFS vehicle account.
  
  The state of California is an Electronic Lien Title (ELT) state. *** is in the process of requesting a paper title from the state. A paper title can take 6-8 weeks to receive based on the California Department of Motor Vehicles (CA ************ levels. Once MFS receives the paper title, MFS will complete the name update and return the title and Reg 256 form to the CA DMV for processing.
  
  The MFS Title Resolution team is following the request and the account closely to ensure the title is received from the CA DMV in order to support our customer.
  
  Please know that ********************** strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been trying to reach this business because someone opened up an account in my name without my consent and I wanna get in touch with the business to know who did it, why , and where but they have yet to respond to any of my calls or messages, it is very hard to reach them, I want this item off of my credit its hurting me badly in succeeding in life

  Business Response

  Date: 04/16/2025

  April 15, 2025
  BBB Case #********
  Diounni *. ****
  Account #**********
  
  This is in response to the complaint filed against MFS Financial Services (TFS) by Diounni *. ****.
  
  First and foremost, MFS would like to thank Mr. **** for bringing his concerns to our attention.
  
  After a thorough review of Mr. ***** account and investigation of the *** report, we discovered the account is reflecting accurately based on the payment history and is reflected on tradelines currently being reported by the Credit ****************** (CRAs). We have also determined that Mr. **** has called MFS several times to request pay-off quotes,add the mobile number to his account and check the status of his payments with no prior mention of fraud.
  Unfortunately,we are unable to accommodate Mr. ***** request to remove the tradeline for his account, as we are required to report accurate information to the *****
  
  If Mr. **** should have any further questions, he may contact our *********************** at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.