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:05/12/2023

  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 have called mazda financial services on many occasions. I have been hung up on by the representative 2 times. This was verified by a supervisor. I have been sending in payments from my bank, because mazda financial services is so far behind the times, I am told my payments cannot get to them through Ach, that they only take paper checks.I send in more than what is due and have to fight with mazda to put the over payments on principle and not on interest. I have sent them paper checks as stated above and after 14 days they still haven't processed the payment. They claim there is an issue on their end, meanwhile this costs me more in interest and fees.I have been given 3 different addresses to send monthly payments and principle only payments to. Does any one at mazda financial services know what they are doing?I had the dealership reach out to their mazda rep about the situation and the person that hung up on me from mazda financial services is the one that called me back with lots of excuses.

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  BBB Case: ********
  Contact Name: **********************;
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their experience with principal payment requests.
  
  Our records indicate the two (2) payments made to the above referenced account, in the amounts of $1,022.03 and $2,000.00, were remitted to Mazda Financial Services on May 7, 2023, and April 11, 2023. However, we received these to the payment address on their billing statement instead of the principal payment address, and the Mazda websites payment option with no support center request for principal only, causing the above referenced account to be paid ahead.  
  
  We can confirm that as of the date of this response, ************************ two (2) payments referenced above have been applied towards their principal balance as follows: $2,000.00 dated May 7, 2023, and $800.00 dated April 11, 2023, $222.03 was applied to their May 7, 2023 payment. We have included a copy of their payment history for their records.
  
  Please know that we do have a process in place for customers to make principal only requests. It is important to know that payments received are applied first to interest due, then principal, followed by any outstanding charges (i.e. late charges). Funds received in excess of the total amount due will reduce the principal balance and will also be applied to future payment(s). If they pay 90% or more of the next payment due, their next billing statement *** show that no payment is owed for the billing period. As a result, their billing statement *** show that their account is paid ahead. Although their account *** reflect a paid ahead status, daily interest will continue to accrue on the unpaid principal balance.
  
  Once a payment has been remitted, *********************** is able to contact our ************************** via the phone number listed below or by support center request at Mazdafinancial.com and request their funds to be reapplied as principal only. *********************** is also able to mail a check in the amount to be applied towards the principal balance:
  
  Mazda Financial Services
  P.O. Box 330
  *************, ** 14231
  
  When utilizing this payment method, please include the words Principal Only in the memo line of the check.
  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 *** 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 (****). 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.

  Customer Answer

  Date: 05/17/2023

  I am rejecting this response because:   

   

  They have not be truthful with the response. 

  The principal only payments did have that in the memo line.

  Additionally,  I did also call the help center to ensure that the principal only payment was applied appropriately. It wasn't. 

  The payment for *******, I think it was.

  that was  actually a regular payment in one check and a principal only payment in another check.

  mazda hasn't addressed the 2 times I was hung up on by their customer service associates. 

  Nor did they address the lack of an ach proses 

  Or why it takes 10 to 15 days to process payments.

  The post office has indicated that from my bank to the **** box in ******* is no more that 3 days *** by mail.

  I used to run this mail route for the post office as a contractor  and 2 days is the normal for mail from my zip code to the po box.

  Additionally they have failed to address why when a manager was requested to call me at least three times they have failed to call.

  As per mazda the calls are recorded. 

   

  i will submit the payment checks showing two or more principal payments with principal only on the check and two monthly payments also.

   

  please read and respond to all the concerns listed in the comments.

   

  thanks

  ***********************

   

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding their experience and our previous response.  
  
  Our position remains the same: two (2) payments made to the above-mentioned account, in the amounts of $1,022.03 and $2,000.00, were remitted to Mazda Financial Services on May 7, 2023, and April 11, 2023.However, the payments were received at the address on their billing statement instead of the principal payment address, and the Mazda websites payment option had no support center request for principal only, causing the above-referenced account to be paid ahead. Please note that we do not claim that *********************** failed to note principal only on the memo line; we do, however,advise that the payments were sent to the incorrect address.
  
  We recognize we didnt further discuss the claim of the two (2)hung-up calls in our previous response. It is our understanding that ******,the MFS supervisor, advised *********************** that coaching was provided as needed. We do not provide any additional details in these instances.
  
  We welcome additional proof of payments from ************************Please note that no attachments were included in this BBB case. We are happy to accept them, and for further review, *********************** may send them via the BBB or directly to us via fax to **************. Furthermore, on May 25, 2023, MFS received an overpayment of $500.00 from them because their account was refinanced. *********************** can expect a refund under separate cover, to the address on file. As well as a ****** overpayment from the payoff received on May 22, 2023. We respectfully ask that they allow fourteen (14) days to receive these two (2) separate refunds.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  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 respond 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 (****). 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.

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   

   

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair 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 purchased a new vehicle on 2/20 which was financed through Mazda Financial. The dealership made an error in the deal that needed to be corrected. I was not involved in or aware of the process used to correct their error. Mazda Financial issued me check number ***** in the amount of $2,266.61 dated 3/17/2023. I deposited this check on 4/2/2023 and my bank informed me there was a stop payment and I was charged a $15.00 fee. I have not received any explanation why there was a stop payment on this check. I faxed documentation as requested to Mazda Financial but they claim they have not received it. Last eight of my VIN are PM355973. I demand payment in the amount of $2,281.61. If there is a valid explanation why the stop payment was placed on check number ***** then I demand reimbursement of $15 for the fee I was charged by my bank.

  Business Response

  Date: 04/25/2023

  Hello,
  
  This complaint was filed this complaint was filed against Mazda Financial Services as a duplicate in error. Please close the duplicate complaint Customer previously filed ********, and a response was sent. 

   
  Thank you,
  Toyota Financial Services

  Business Response

  Date: 05/09/2023

  Hello,
  
  This complaint was filed this complaint was filed against Mazda Financial Services as a duplicate in error. Please close the duplicate complaint Customer previously filed ********, and a response was sent. Please note we previously provided this information in April. We respectfully request you take action to remedy. 
   
  Thank you,
  Toyota Financial Services

  Business Response

  Date: 05/15/2023

  Please find attached response and original case number. 

  Business Response

  Date: 05/17/2023

  Please find attached response and original case number. 

  Customer Answer

  Date: 05/17/2023

  I accept the response. However, I have yet to receive any written notice that my account was credited in error and a stop payment was placed on the aforementioned check. I find it unprofessional and quite worrisome that a bank can make such errors and provide no explanation or written communication to their customer. By far my worst experience with an auto loan. Buyer think twice before financing with Mazda Financial.

• Initial Complaint

  Date:12/11/2022

  Type:Billing 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.

  My Mazda - VIN
  ***************** was traded into ******** ********* of ***** car dealership on Friday 11/04/2022. The dealership has mailed check #XXXXXXX in the amount of $16,800 via ***** on 11/29/2022, tracking #XXXXXXXXXXX. It was delivered to Mazda Financial Services on 12/01/2022 @ 09:40AM ET. It was signed for by **************
  
  Mazda Financial Services
  **** Main Street, Suite ***
  ******** NY XXXXX
  
  It's beyond my understanding how a consumer can trade-in a vehicle, that dealership can mail you guys a check, you receive it, and you simply don't cash it because of missing documents such as a signed odometer statement and a resale certificate, leaving the customer paying for their new car AND paying for a car which they no longer have possession of.
  
  Myself and ******** ********* of ***** have faxed several documents to two separate Mazda Financial fax numbers that would suffice, and also received delivery confirmation. Mazda Financial keeps claiming to not have received any fax from myself and the dealership. I will be attempting to now spend more of my hard earned money to mail the documents to
  
  Mazda Financial Services
  **** Main ******* Suite ***
  ******** NY XXXXX
  
  I have tried contacting Mazda Financial through the website Mail Center. My generated request number does not show under my Mail Center account, and the email I received from Mazda support does not show under my Mail Center account. YOUR SYSTEM IS BROKEN. I'm not sure if this is standard practice, but I don't think I will be doing business with Mazda after this. Hopefully this is resolved immediately as I am currently reviewing options for legal action against Mazda Financial Services.
  
  The dealership sent you a check for the payoff of my traded in vehicle. You have a check from the dealership. I DO NOT HAVE THE CAR ANYMORE YOU ******. CASH THE CHECK AND GET MY **** ACCOUNT CLOSED. *************************.

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/21) */
  December 21, 2022
  
  BBB Case #XXXXXXXX
  ****** *******
  Account No: XXXXXXXXXX
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by Mr. ****** ******* regarding the delays with closing his account.
  
  Our records indicate on December 1, 2022, MFS received the payoff check from ******** ********* of ****** however, the odometer statement and Dealer Resale Certificate needed to close Mr. *******'s account were not included with the payoff; subsequently, Mr. *******, MFS and our office made several attempts to contact the dealership in an effort to come to an amicable resolution to his account. As a result, MFS received the missing Dealer Resale Certificate on December 20, 2022, the odometer statement was received on December 13,2022. We thank Mr. ******* attaching a duplicate copy of the odometer statement to his complaint.
  
  Due to the delay referenced above from ******** ********* in providing documents, Mr. *******'s account remained open. Please know we have closed your account with an effective date of December 21, 2022. Mr. ******* can expect to receive a paid in full letter under separate cover to his address on file.
  
  In regards to Mr. *******'s concern with the response from our Support Center via the Mazdafinancialservice.com website, our records reflect a response was provided December 9, 2022, we suggest Mr. ******* clear cache and cookies as a potential quick fix; however, if further assistance is needed, we respectfully request he call us and a helpdesk ticket will be submitted on his behalf.
  
  If Mr. ******* has any additional questions or concerns, he may contact our Customer Experience Center at (XXX) XXX-XXXX, Monday through Friday.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.
  
  
  Consumer Response /* (2000, 7, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My Mazda Financial Services consumer lease account has finally been closed after approximately 7 weeks of no longer owning the vehicle. Wow, this was a complete nightmare of an experience. Better customer service should be exercised in the future between all parties involved. If a payment is received for an account, then the payment should always be applied to the customer's account balance. The remaining requirement for the payer to receive the vehicle title should then be to submit the signed odometer statement and a resale certificate. I see no logical sense in not applying a payment received to the customer's account balance. I'm gratefully happy to no longer be a Mazda Financial Services customer. Thank you!

• Initial Complaint

  Date:11/10/2022

  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.

  This bank was contacted due to a hardship caused by Ian and now worsened Nicole. I called almost two weeks ago with concern for my credit as I became behind because of the storm and health as 100% disabled vet . I requested a deferment in which I was granted and promised to deferment and told on a recorded line my deferment was accepted and payment would be due either November 30th or December 1st. They did not process, this yet I still made financial budgeting decisions because of what they promised and now can't go back. They also advised my deferred payment info would be updated with the credit bureaus and was final. Over a week later I called requesting a supervisor because they added a payment and we're still showing delinquent and reporting more then actually due to the credit bureau, they said they would not be honoring their deferral anymore and would only defer one payment and I was still delinquent. I advised them of the consumer protection laws and to review that recorded call where they promised the original deferment and to pull me out of delinquency, they said they would have a supervisor call me back, they never did. So I called again demanding a supervisor yesterday and she actually called me back 4 days after the original promise saying they were no longer offering the deferment they already promised that led to budgeting preventing me from being able to make a payment. I advised again the consumer protection laws and that I would hire a lawyer, I was told do what I feel I need to do. This will be sent to the CFCB and my lawyer today as well and a legal claim will be filed in court despite arbitration if the consumer protection laws are not followed and the deferment they promised and due date of November 30th or December 1st is not returned as promised and they do not update my credit with the bureaus. This is non negotiable and will result in a lawsuit if denied and I will pull every call to prove the broken consumer protection laws, period .

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/11/21) */
  November 21, 2022
  BBB Case # XXXXXXXX
  ******* ******
  Account No. XXXXXXXXXX
  
  Mazda Financial Service is in receipt of the complaint filed by Mr. ******* ******, regarding his dissatisfaction of being denied for a two (2) month payment deferral and the adverse credit reporting resulting from this decision.
  
  After a thorough review of Mr. ******'s account, our records indicate he began his Retail Installment Sales Contract on November 17, 2020, for 60 payments of $299.51 beginning January 1, 2021. Our records reflect Mr. ****** previously received four (4) payment extensions on his account, which extended his contract maturity date to April 1, 2026.
  
  Our records indicate Mr. ******'s account is currently past due for his October and November 2022 payments, and unfortunately, we are unable to grant an additional payment extension on his account due to the number of extensions already granted on this account. We have attached the adverse action notice sent to Mr. ******'s address on file, dated November 7, 2022, with this same information. We encourage Mr. ****** to partner with his other lenders for any potential assistance to bring his MFS account current.
  
  With respect to Mr. ******'s request to update his credit history, please know that MFS makes every attempt to positively respond to all of our customers; however, we are required by Federal Law to report all information accurately to the Consumer Reporting Agencies (CRAs) based on our customer's payment history. Accordingly, we have reported his April 2022, May 2022 and September 2022 payments as late to the CRAs. It is our understanding that Mr. ****** may have the option to add a 100-word Consumer Statement to his credit profile explaining the circumstances that caused this occurrence. Mr. ****** may contact the following agencies to learn more about this option:
  
  Equifax: *************************** XXXXX (XXX) XXX-XXXX
  TransUnion: ************ *********** XXXXX (XXX) XXX-XXXX
  Experian: ************************ XXXXX (XXX) XXX-XXXX
  Innovis: *************************** XXXXX (XXX) XXX-XXXX
  
  MFS realizes this may not be the response Mr. ****** was hoping for and we apologize for the inability to assist in the manner in which he was seeking. If Mr. ****** has any additional questions, he may contact our Customer Service Center at (XXX) XXX-XXXX, 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.
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Regardless of how many deferments were given MFS on a recorded line approved and gave me a new maturity date despite past deferments. On said recorded line MFS promised a deferment due to the financial hardship caused by hurricane Ian and Nicole, they said it was approved on said recorded line and gave me a new payment due date of December 1st. MFS is in violation of consumer credit laws as they placing me in a hardship by telling me i was approved and now Ionger behind and next payment would be due December 1st. I also have not been given 4 deferments in my account history and will include that false statement in my legal suit if forced to file one for the consumer protection law violation. I advise MFS to honor what they promised on a recorded line which led to me Spending bill money on other bills i could have made a different arrangement with for MFS had they not promised the deferment on said recorded line and due date of December 1st they are trying to ignore, I advise MFS to take me seriously as i will file a legal action against them with my legal counsel and i am not bluffing, we will pull the call and submit the false claim of 4 deferments to the BBB as evidence and I will then file Bankruptcy for this action and submit the same evidence to the judge. Honor the promised deferment that is now being denied wrongfully after they already promised it and provoked a hardship or they will get nothing from me until a court decides and please make note of the consumer protection laws and calls which will be subpoenaed by my lawyer if MFS forces me to have a court correct this. This is my final offer before i file in 7 days.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  December 9, 2022
  BBB Case # XXXXXXXX
  ******* ******
  Account No. XXXXXXXXXX
  
  Mazda Financial Service (MFS) is in receipt of the complaint filed by Mr. ******* ******, regarding his dissatisfaction of being denied for a two (2) month payment deferral.
  
  Our records indicate, following our response of November 21, 2022, Mr. ****** spoke with a representative on November 22, 2022, who granted him a one (1) month payment deferral for his October 2022 payment. Additionally, Mr. ******'s account is currently past due for his November 2022 payment. We are unable to grant an additional payment extension on his account due to the number of extensions already granted on this account.
  
  With respect to Mr. ******'s request for the extension due to Hurricane Ian and Nicole, our records do not match the customer's. Our records reflect he may have qualified for assistance due to Hurricane Nicole from November 10, 2022 through November 16, 2022; however, our records do not indicate a request was made for a deferral for this same reason during the eligible time frame. The call in which he was erroneously advised he could be granted two (2) deferrals, although we could only process one (1), took place on October 26, 2022. The above referenced approved deferral was completed on November 22, 2022.
  
  It is important for Mr. ****** to contact our Customer Experience Center to ensure we protect his rights should he choose to file bankruptcy.
  
  We would like to remind Mr. ****** of his right to add a 100- word statement to his credit profile. If Mr. ****** has any additional questions, he may contact our Customer Experience Center at (XXX) XXX-XXXX, 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:11/08/2022

  Type:Customer Service 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.

  In accordance with the Fair Credit Reporting act, this items in the letter I attached has violated my rights.I am ******** ****, I am sending this letter on my behalf. i'm totally depressed aNd suicidal after dealing with unauthorized use of my personal info. Consequently, my credit record contains unauthorized items. They have not responded to the letters since I sent themover 30 days ago &they neglected to get back with me and they also neglected to notate that these items were in dispute. This items violates the FCRA &FDCPA law and must be removed immediately because those are serious violations and i could be compensated for them. I know my rights and I'm seeking litigation. This is unacceptable!
  

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2022/11/15) */
  November 15, 2022
  BBB Case #********
  ******** ****
  
  Mazda Financial Services (MFS) is in receipt of the complaint filed by Mr. ******** ****, regarding his claims of inaccurate credit reporting and unauthorized use of personal information.
  
  Our records do not indicate Mr. ******** **** has a Mazda Financial Services account or contract; however, he entered into a Motor Vehicle Retail Installment Sales Contract with Toyota Financial Services (TFS) on June 28, 2014, for the purchase of a 2014 Toyota Tundra, with 84 payments of $739.03 beginning August 12, 2014. As validation of Mr. ****' account/loan with TFS, we have attached a copy of his contract, which is sufficient under Texas law to create a valid obligation on his part to Toyota Financial Services. Pursuant to the terms to which he agreed in the contract, his failure to remit payments to TFS and keep the account in a current status may result in collections or legal actions on his account.
  
  Please know, we at Toyota Financial Services (TFS) are unable to verify Mr. ******** ****' identity theft claims based on the information provided in his complaint; however, we would like to properly address his concerns. We respectfully request that Mr. **** review and respond to the attached affidavit of identity theft. Our records show these documents were previously mailed to him on September 29 and October 10, 2022, but we have not received a response from Mr. ****. Due to the sensitivity of Mr. ****' concerns, and the information needed in order to further assist him, we respectfully request that he contacts our Customer Experience Center directly to address his concerns. It is important to know Toyota Financial Services (TFS) takes allegations of fraud seriously and look forward to further assisting Mr. **** with this matter. Pursuant to Mr. ****' request, we have placed his TFS account in a dispute status with the Consumer Reporting Agencies (CRAs).
  If Mr. **** should have any other questions or concerns regarding his identity theft claim or the contract documents provided herein, he may contact our Customer Experience Center at **************.
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission

• Initial Complaint

  Date:11/01/2022

  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.

  Due to Covid-19, Back in June my car was repossessed which I recovered about a week later. When I called in July to make my first payment since recovering the vehicle; I was told that I was behind a payment and that I owed repossession tow fees (which I paid directly to the tow company). I explained that o couldn't be behind because I just recovered my vehicle and that I paid all fees necessary to do so. I was then told that someone forgot to charge me for the month of June when I was given the total to recover the vehicle. I explained my frustration and that I don't think I should be held responsible for someone else's mistake within the financial services department. I asked that the call be escalated to a supervisor and was then told that "everyone is in a meeting" and someone would call me back. My vehicle has since been repossessed again and when I called for the total to recover it this time, I was told that I owe since May. I asked how come a supervisor never called me, she said that it was noted that one reached out. I asked what the notes say the conversation was about, she then said the notes said that there was a bad connection. Just as well as I've been telling them that my name is spelled incorrectly; "Lytes" when my name is *****. They've yet to update this. I don't know what's going on but I thought maybe I need someone to help me fight this. I don't know what to do. This is in regards to a 2018 Mazda CX-5 VIN # ending XXXXXX
  ******** N. *****
  3/15/1990
  (XXX)-XXX-XXXX
  *************@iCloud.com

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/11) */
  November 11, 2022
  BBB Case# XXXXXXXX
  ******** *****
  Account Number: XXXXXXXXXX
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by Ms. ******** *****, regarding the repossession of her vehicle.
  
  On March 18, 2021, Ms. ***** entered into a Motor Vehicle Retail Installment Sale Contract - Simple Finance Charge (contract) with Mazda Financial Services (MFS) for the purchase of a 2018 Mazda CX-5, with 72 payments of $450.59, beginning May 2, 2021. Our records indicate on June 9, 2022, Ms. *****' account was 115 days past due and MFS repossessed her vehicle due to non-payment.
  
  Prior to the repossession, MFS sent Ms. ***** a Right to Cure Notice on April 4, 2022, advising her account was past due for her January, February and March payments, totaling $1,214.72. MFS only received one (1) payment of $475.31, on April 27, 2022, which was applied to her January 2022 balance and a portion in the amount of $124.72 was applied towards her February 2022 balance. We have included a copy of the April 4 Cure Notice with this response.
  
  Our records reflect Ms. *****' vehicle was released back to her on June 17, 2022, after she paid $2,190.59 via CheckFree payment. These funds were applied to the above referenced account as follows: $1450.59 towards the past due February, March, April, and May payments, $110.00 towards unpaid late fees, and $630.00 towards repossession fees. It is important to know Ms. ***** was still responsible for storage fees of $10.00 per day and a processing fee of $75.00 payable to the holding lot. On June 17, 2022, Ms. ***** was advised the vehicle would be released, although her June payment in the amount of $450.59 was past due at the time.
  
  
  On July 29, 2022, Ms. ***** requested a call back from a supervisor with MFS. On August 8, 2022, a supervisor reached out to Ms. *****, but the call was disconnected.
  
  With respect to the outstanding June 2022 payment, while we agree that Ms. ***** should have been charged her June 2022 payment prior to releasing her vehicle after repossession, she is still responsible for the payment due, per the above referenced contract.
  
  On July 29, 2022, MFS sent another Right to Cure Notice, advising Ms. ***** her account was past due for her June 2022 and July 2022 payments, totaling $841.18. MFS received no payments since Ms. ***** recovered the vehicle on June 17, 2022. Subsequently, Ms. *****' account reflected as 128 days past due and MFS repossessed her vehicle once again on October 20, 2022. We have attached the second Cure Notice with this response.
  
  In compliance with repossession laws, MFS sent the required Cure Notices before the repossessions took place, and on June 10, 2022 & October 21, 2022, MFS sent Ms. ***** a Notice of Our Plan to Sell Property which provided Ms. ***** with options to redeem her vehicle or reinstate her contract. We have attached this rights letter for Ms. *****' records. Per Ms. *****' contract with MFS, indicated on page 2 section 3a-g, we have disclosed the ramifications if a customer should default on payments. We have also included Ms. *****' contract as part of this response. It is important for Ms. ***** to know that MFS has extended the vehicle's date of sale to November 14, 2022.
  
  Lastly, Ms. ***** will notice her signed contract has her listed as ******** Lytes. We have included a name change letter along with instructions on how to make this name correction to her MFS account.
  
  If Ms. ***** should have any further questions, she may contact our Reinstatement Department directly at (866) 693-2332, 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:10/08/2022

  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 declare under penalty of perjury (under the laws of the United States, if executed outside of the United States) that the foregoing is true and correct to the best of my knowledge. Further, I certify that I am permitted by FEDERAL and STATE LAW to file this dispute. I also understand that knowing and willful misstatements or omissions of material facts constitutes a FEDERAL CRIMINAL VIOLATION punishable under 18 U.S.C. 1001. Additionally, these misstatements are punishable as perjury under 18 U.S.C. 1621. I am sending disputes for months to this company to have a correction on my credit report but it seems that they are not taking my issue seriously. I want FAST ACTION on this as I am trying to put my credit on track.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  BBB Case # XXXXXXXX
  **** *****
  
  Mazda Financial Services (MFS) is in receipt of the complaint filed by **** *****, regarding concerns with inaccurate credit reporting.
  We (MFS) are unable to verify an active MFS account based on the information provided; however, we would like to properly address Ms. *****'s request. Please provide additional information (such as account number or vehicle identification number/VIN) which can be used to identify the loan details. If Ms. *****'s concerns are not based on an MFS account, we ask that she refers this complaint to the appropriate business for review/response.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission

• Initial Complaint

  Date:09/12/2022

  Type:Billing 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 had to declare bankruptcy. My car was never to be part of it. As soon as the bankruptcy entered the court system. Mazda Financial took away my online ability to make my payments. Instead I had to listen to an almost 5 minute call explaining bankruptcy, etc to pay my car. I called asking when my services would be restored, because the first person I spoke to said after my reaffirmation agreement was signed. LIE #1. So now my bankruptcy has been discharged since August 13. I called once again, and asked when my online services would be restored. I was told 7-10 days. LIE #2. I've called again, and I keep being put through to their bankruptcy partners because my account was flagged bankruptcy. Today I have called 10 times. Customer service won't answer, and I've been hung up on. I've going through to their bankruptcy partners who have told me they can no longer help me, and its,, at this point, a Mazda Financial Issue. Problem is, when I enter my personal information, it continually takes me to bankruptcy ****. I have to listen to a 5 minute call to make a payment. My payments are not properly being reported to the credit bureaus either. I want to be contacted by this business since I can't seem to do it myself as well as have my payments reported properly, and my full online services restored to make payment. I'm no longer in bankruptcy and shouldn't have to sit through a 5 minute call to pay a bill.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/09/22) */
  September 22, 2022
  BBB Case # XXXXXXXX
  ******** *****
  Account Number: XXXXXXXXXX
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by Ms. ******** *****, regarding the manner in which we are reporting her account to the Consumer Reporting Agencies (CRAs) and her subsequent concerns with website access to her account. We would first like to thank Ms. ***** for her patience while we reviewed her concerns.
  
  Our records indicate Ms. ***** filed Chapter 7 Bankruptcy, Case XX-XXXXX, on May 9, 2022, which protects her by law from all collection activity, credit reporting, and legal proceedings regarding any debt and financial matters. The bankruptcy was discharged, and reaffirmed on August 16, 2022, and our records now reflect Mazda Financial Services (MFS) has received a signed reaffirmation letter. We apologize to Ms. ***** for the inadvertent error, which caused the delay in reestablishing her online account access.
  
  It's important for Ms. ***** to know, MFS has removed the Bankruptcy status from her account and will continue to report her payments accurately to the Consumer Reporting Agencies (CRAs). Based on this account status, Ms. ***** is now able to remit website payments to MFS as confirmed by her most recent payment on September 21, 2022.
  
  If Ms. ***** has any further questions or concerns regarding her bankruptcy, the reaffirmation of debt letter, or any laws surrounding it, we ask that she contacts her bankruptcy lawyer for more information.
  
  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.
  
  
  Consumer Response /* (2000, 7, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Mazda did everything to correct this and make it right

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  Customer Service is horrible!!! I give them a F-!! My daughter moved to CA from NV and she needed a power attorney from Mazda to give to the DMV in CA. She got a 30 day temporary registration. I called Mazda in July and told Customer service I need their poa for the dmv because my daughter moved to CA and this is her address. They said the would get it in the mail and to give 10 days for mail is slow. She waited and watched the mail for 10 days, No poa. I called back. They said they would mail another one out and didn't know why she had not received the first one. We waited 10 days again. No poa. Called back and they said they didn't have the CA address and if I wanted it overnighted we would pay for it. My daughter thought she had an account with UPS and gave him her password. When I called the ;next day for the tracking number they told me it was not sent because the account number was wrong. I asked why didn't someone reach out to me??? I asked to speak to a supervisor . I got a resolution person named AJ. I told AJ, the story and now we only have 2 days until August 31 to get this document because the temporary registration expires midnight on the 31. I begged him to go the extra step on Monday at 2:30! I asked him if he would please follow through to make sure who was ever overnighting it knew it needed to be sent out first thing Tuesday morning. I guess AJ didn't go the extra step. The document wasn't put in fedex until Tuesday afternoon and now she won't have the docs until 9-1. I'm am so so disappointed in this company. They have no follow through!! I will never use this finance company again !! They have ZERO follow through. Such a horrible experience!!! We all know our experience with the DMV. Now she has to go back with an expired temporary registration and pay a late fee and what ever else they are going to make her do!!

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 6, 2022/09/12) */
  September 12, 2022
  BBB Complaint ID#:XXXXXXXX
  ***** ******
  Mazda Account#:XXXXXXXXXX
  
  This is a response to the complaint filed by ***** ****** against Mazda Financial Services (MFS). We appreciate the opportunity to address her concerns regarding the status of her title transfer from Nevada to California.
  
  After reviewing the account in detail, we confirmed receiving Ms. ******'s request on July 27, 2022, indicating her daughter, ****** ******, moved from Nevada to California and needed to transfer her vehicle's title and registration. Our records confirm we mailed a letter to Ms. ******'s address on file on two separate occasions, one on July 27, 2022 and the other on August 11, 2022, which included the power of attorney document needed to complete the state transfer. The address listed below is where the required state transfer documents were mailed to:
  XXXXX ************************************** XXXXX-XXXX
  
  We have attached a copy of the original notice mailed to Ms. ****** on July 27, 2022, for her records. We also want to inform Ms. ******, we did not receive any notification of these mailings being returned by the United States Postal Service (USPS), but rather successfully delivered to the address on file. Please know, we later received an additional request from Ms. ******, on August 26, 2022, for the power of attorney document to be expedited via overnight courier, through her daughter's UPS account#: AlyssaNewsom15. Unfortunately, we were unable to use the information Ms. ****** provided since it required a 6-digit account number and not a username. Nevertheless, we completed Ms. ******'s request, and sent the power of attorney via FedEx 2-day shipping with tracking#:XXXXXXXXXXXX. We confirmed with the FedEx tracking details, Ms. ******'s documents were successfully delivered on September 7, 2022 to her address on file.
  
  We sincerely apologize to Ms. ****** for her overall experience with completing the title transfer registration of her vehicle in the state of California. We ask that Ms. ****** continues to work with her local California DMV office to complete the vehicle registration.
  
  If Ms. ****** should have any further questions, she may contact our Customer Service Center directly at 1-866-693-2332.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.

• Initial Complaint

  Date:08/04/2022

  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.

  my monthly mazda payment is due on the 9th of the month. i received the paper bill today, the 4th. for the last several months the have been unable to comply with the 14 days before due requirement. many calls, the company has no email listed on their website, have resulted in no change to their mail out date so i have no choice but to pay on line or by phone.
  
  that the post office has changed expectations on mail delivery times, it seems to me that the 14 day requirement is a burden on the financial institution and it must make the effort to comply. all other billing institutions seem to have figure in the extended mail out mail back world has changed.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/11) */
  August 11, 2022
  BBB Complaint ID#:XXXXXXXX
  ******* ******
  Mazda Account#: N/A
  
  This is a response to the complaint filed by ******* ****** against Mazda Financial Services (MFS). We appreciate the opportunity to address his concerns regarding billing statements not being mailed in a timely manner.
  
  We regret to learn Mr. ****** is dissatisfied with the timeframe for generating and mailing billing statements to our customers. It is imperative that we provide our customers with an ample amount of time to receive their monthly statement and appropriately remit their payment by the contractual due date.
  
  Based on the information provided in Mr. ******'s complaint, we are unable to identify a related MFS account and further validate his billing statement date. Please know that MFS is committed to protecting the privacy of our account holders, and we are only obligated to discuss specific account information with the designated account owner and/or authorized parties listed on the account.
  
  We appreciate Mr. ****** taking the time to provide his feedback regarding his experience when attempting to resolve the billing statements concerns. If Mr. ****** would like to further discuss a specific billing statement, we ask that he contacts our Customer Service Center and provide his MFS account number. Otherwise, if Mr. ******'s concerns are related to an MFS account that may be listed under a different account holder, we ask that the designated account holder contacts us to provide the appropriate authorization for discussing the account details.
  
  If Mr. ****** should happen to have any further questions, he may contact our Customer Service Center directly at X-XXX-XXX-XXXX.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.