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:04/03/2025

  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.

  Mazda Financial Services failed to pay toll fees on time that were delivered to them as a result of their organization being the "owner" of my leased 2022 Mazda CX-5. Following the payment of the late fees that were assessed to them, they proceeded to pass these charges onto me, the leaseholder. For clarity, these toll fees were never shared with me until they came through on my monthly lease bill as "other charges" that were not explained until I sought more ************** the last ~6mo, I have reached out SEVERAL times and have spent MANY hours on the phone trying to remedy this situation but have been ignored, disrespected, and left listening to hold music while this terrible organization tries to wait out my patience until I swallow the fee ********* this point, I would not only like to see Mazda Financial remove the charge on my account for these late fees as well as compensate me for the objectively horrible treatment they have put me through. My time is irreplaceable and very valuable. I'm seeking:- the outstanding charge $85 removed from my account dues - the termination of my lease effective 05/01/25 with no further payments due to Mazda Financial Services (as financial repayment for my lost time).

  Business Response

  Date: 04/11/2025

  BBB Case: ********
  Contact Name: ******* ***********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding citation fees on the above MFS account number. First and foremost, we would like to extend our sincerest apologies for the frustration Mr. *********** endured when contacting our customer service center regarding the same matter.
  
  Our records indicate on July 26, 2022, Mr. *********** entered into a Closed-End Motor Vehicle Lease Agreement (contract) for a 2022 Mazda CX-5 with Mazda Financial Services (MFS). Upon signing he acknowledged and agreed to all of its terms and conditions, including Page 22, Section H, Registration,Parking tickets, Tolls and Taxes, which specifies the lessee is responsible for paying or reimbursing all fees including traffic fines incurred on the vehicle during the Lease Term. When *** receives a government-issued charge related to the leased vehicle, we are required to pay the fee immediately and forward the charge to the lessee. 
  
  After conducting a thorough investigation, our records reflect on May 29, 2024, a letter was sent addressing a violation charge of $85.20. A payment of $10.20 was made on June *******, reducing the balance to $75.00. An additional letter was sent on August *******, regarding a separate violation of $4.65, resulting in a new total of $79.65 in miscellaneous charges. As reflected in the attached letters,all violation charges and related correspondence were sent to the address on file. As a result, we are unable to waive this miscellaneous balance, as this is part of his lease agreement with ****
  
  It is important to note that not all jurisdictions issue a first notice by mail. In some cases, citations are left directly on the vehicle, which is beyond our control and dependent on the issuing authoritys procedures.
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our 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: 04/16/2025

  I am rejecting this response because:   As can be seen in attachment 5 from the *********** company responsible for toll billing in the ************ area, "if [driver] received any Express Tolls before opening [their] account, the Express Toll bill would be directly sent to the person [or ownership entity] registered to the plate, which was Toyota Financial at the time. As all of the bills in question predate 6/18/2024 (when my ExpressToll account was setup) toll bills would be directly routed to Mazda Financial Services. This process would happen without the knowledge of the driver (lease holder, me) and as such, the responsibly of timely payment for these fees would fall on Mazda Financial Services. 

  Attachments 1-4 are some examples that I was sent from Mazda Financial Services several months back when discussing this issue in detail. Here we can see that bills were sent, unpaid by their due date, and then mailing was triggered to me after the due dates had passed and payment had been made. Also please notice, and I've done this below as well, after summing the total from the penalty charges as well as the toll fees, Mazda Financial Services passed along their error unto me with the expectation that I be financially responsible for their error. This is incorrect and unacceptable.

  CASE 1

  ExpressToll statement date = 01/01/2024  ->  Due date to Express Toll = 01/28/2024  ->  Mazda Financial payment date = 03/06/24 ($31.40 total, $25.00 in late fees)

  CASE 2

  ExpressToll statement date = 04/04/2024  ->  Due date to Express Toll = 04/28/2024  ->  Mazda Financial payment date = 05/01/24 ($8.30 total, undetermined late fees as the cell was blanked out)

  CASE 3 (not attached due to system limitations) ... their are two separate bills for this case.

  ExpressToll statement date = 05/01/2024  ->  Due date to Express Toll = 05/28/2024  ->  Mazda Financial payment date = 05/29/24 ($34.00 total, $25.00 in late fees)

  ExpressToll statement date = 05/01/2024  ->  Due date to Express Toll = 05/28/2024  ->  Mazda Financial payment date = 05/29/24 ($51.00 total, $25.00 in late fees)

  In summary, I would ask that all "miscellaneous charges" still assigned to my account be removed immediately. I have paid the amounts back to Mazda Financial Services for the toll charges themselves, but ask that I not be held accountable to these late fees.

  Thank you for your time, support, and understanding in this matter.

  *****

  Business Response

  Date: 04/22/2025

  BBB Case: ********
  Contact Name: ******* ***********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) are in receipt of the rebuttal filed against MFS regarding citation fees on the above MFS account number. We regret to learn he was dissatisfied with our previous response; however, based on our review on his account, our position remains the same.
  
  As indicated in our previous response, Mr. *********** entered into a Closed-End Motor Vehicle Lease Agreement (contract) for a 2022 Mazda CX-5 with Mazda Financial Services (MFS). Upon signing he acknowledged and agreed to all of its terms and conditions,including Page 22, Section H, Registration, Parking tickets, Tolls and Taxes,which specifies the lessee is responsible for paying or reimbursing all fees including traffic fines incurred on the vehicle during the Lease Term.
  
  Please be advised that if citations are not paid or disputed by the due date. *** must pay them on their behalf to avoid additional penalties. While we encourage all lessees to resolve or contest citations directly, if this is not done in a timely manner, we are obligated to pay and forward the resulting charge to the customer.  
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our 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: 04/22/2025

  I am rejecting this response because the fees associated with the toll fees were paid back to Mazda Financial Services as per the lease agreement. What I am disputing are the additional late fees that were unfairly assessed to me for failure to pay the outstanding balances on time that were sent directly to Mazda Financial Services per the official government policy which requires that owners of the vehicle pay fees levied against their property.

  I've looked up the language referenced from the leasing documentation and would like to note key words "as applicable" being the important distinction in this language. These fees are "not applicable" to the lease holder, who, as we've identified, never received notification of said toll fees until they were assessed late charges and forwarded along with no regard for accountability. Additionally, I find it very hypocritical and ironic that the statement concludes with "timely payment" when in fact it was Mazda Financial Services untimely payment that prompted this discussion in the first place.

  From <***********************************************************************************;

  "Similarly, if additional amounts post to your Account, such as, but not limited to, late fees, tolls, and parking tickets, as applicable, they will not be debited with the Current Regularly Scheduled Payment, and you remain responsible for their timely payment."

  Please see my attachments in the prior correspondence for time stamps showing that awareness (mail) was created and sent to my address AFTER late fees has been assessed and paid by Mazda Financial Services. 

  My demands from the prior message are also consistent and I will continue to add the cost of my time and potential legal fees to deal with this matter onto my very small financial ask should this matter continue to go unresolved.

   

• Initial Complaint

  Date:03/13/2025

  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 am filing this complaint regarding an unauthorized hard inquiry that has appeared on my Equifax credit report without my consent. I am formally requesting that the following inquiry be removed immediately:Bureau: Equifax Creditor Name: TMCC Inquiry Date: 08/06/2024 Reason: I do not recognize this ********** the best of my knowledge, I did not authorize this inquiry, nor did I engage in any transaction that would permit it under the Fair Credit Reporting Act (FCRA), Section 1681b. This inquiry is negatively impacting my credit profile, and I am requesting that it be deleted immediately.If the company claims to have authorization, I request that they provide documentation proving I consented to this inquiry. Otherwise, it must be removed.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  BBB Case: ********
  Contact Name:  ******** **********
  
  The **************** of ***** Financial Services (LFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and LFS regarding a credit inquiry into his credit reporting.
  
  On or about August 07, 2024, ***** of ****************** submitted a signed credit application to us on behalf of Mr. ********** for potential vehicle lease. By submitting the application to us and the Dealer, Mr. ********** gave us the authority to investigate and evaluate his creditworthiness. After the initial denial,a second credit application was submitted with Mr. ********** as a Co-lessee.
  
  According to our records, on November 14, 2024, Mr.********** signed a Closed-End Motor Vehicle Lease Agreement, for a 2025 ***** NX350H. By signing the agreement, he agreed to make thirty-five payments of $635.91.Please review the attached lease agreement for his records.
  
  Furthermore, we have confirmed there has not been any acts of fraud committed by ***, in relation to either credit application decision. Please note, *** makes every attempt to positively respond to all our customers; however, Federal Law requires us to report all information accurately to the *************************** (****). As a result, we are unable to update his credit report with the Credit Reporting Agencies.
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that ***** 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. ***** Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by ****, or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (***) or its securitization affiliates. **** is the servicer for accounts owned by ****, ***, and their securitization affiliates.

• Initial Complaint

  Date:03/05/2025

  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.

  My father ****** ****** leased a vehicle and paid the lease in full. ****** passed away in September 2024 and I have been in contact with Mazda financial about his lease and they told me I'd be eligible for a refund for the mileage he did not use on his lease. I turned in the vehicle 10/26/2024 to **************************** Mazda and notified Mazda financial who notified me they will get the refund process started. It is now March 2025 and I'm being told it was a terminated lease and we don't get a refund. My father passed away and now they have the vehicle and his money. There was a death clause in his lease, but they now won't let me have access to the lease despite me being the executer of the estate. They stole my father's money, and I'm looking to get it back.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  BBB Case: ********
  Contact Name: ****** ******
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** ******* request for assistance with the above-referenced MFS vehicle account.
  
  MFS extends our sincerest condolences to ****** ****** and their family for the loss of ***** ******. We appreciate ****** ****** bringing their concerns to our attention.
  
  Due to an inadvertent error, a prorated refund was not initiated with the early return of the leased vehicle.
  
  A refund check will be issued to the Estate of ***** ****** in the amount of $11,856.13 for the lease payment overage. Once issued, the funds will be sent via the **************************** and delivered to the probate 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:03/02/2025

  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 am a Mazda owner who receives monthly paper bills. I received my Mazda bill on Thursday February 27th. The Payment due date is March 4th. They give less than a week to pay. Also online payments to Mazda take 2 business days instead of the standard one business day. So with a weekend included it's almost impossible to make a payment on time. If the payment is not made by the due date, Mazda charges a late fee. Is this legal?

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  BBB Case: ********
  Contact Name: ***** ******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding billing statements and website payments for the above referenced account.
  
  According to our records on May 20, 2024, Ms. ****** signed a contract for sixty-three payments of $567.23 beginning July 04, 2024. By signing this contract, she agreed to the terms and conditions which include liability to repay the loan in accordance with the payment schedule, interest rates, optional product, and the length of the term. Per contract, payments must be received in full by the due date to avoid late fees, which may be assessed if payment is not received within 10 days if the due date, calculated at 5% of the payment amount due.
  
  Our record indicate that billing statements are generated and mailed approximately 17 days prior to the schedule due date to provide sufficient time receipt and processing. However, once mailed, delivery timelines are dependent on the US *************** which is outside of our control. Additionally, it is important to note that *** website payments have a cutoff time of 5:00 PM Central Time, and remitted payments will be posted within 24 hours, if made before this cutoff time. We recommend considering automatic payments.
  
  We realize this may not be the response she desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our 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 ****. 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:02/25/2025

  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.

  To: Better Business Bureau Re: Complaint against Mazda Financial Services I am filing this complaint against Mazda Financial Services (MFS) for multiple unfair business practices and violations of consumer rights:1. Vehicle Return Issues: I returned my leased Mazda on February 20, 2025, with all paperwork signed. As of February 25, MFS claimed they hadn't received the car, causing potential financial penalties.2. Payment Obstruction: MFS prevented me from making my final lease payment online without explanation, contrary to my usual payment method.3. Illegal Retaliation: When I legally recorded our phone conversation (as permitted by NY's one-party consent law), the *** representative refused service and ended communication.4. Withholding Information: *** refused to provide a copy of my lease contract upon request.5. Unjustified Fees: Despite prior notification of payment timing, MFS charged late fees without adjusting the due date.These actions violate consumer protection laws and caused significant stress and potential financial harm. I have recordings and documentation to support these claims.I am seeking the following resolution:1. Confirmation of proper vehicle return processing 2. Refund of all unjustified fees 3. ********* of my complete lease agreement 4. Formal apology for poor service and retaliation 5. Compensation for time, stress, and potential credit score impact I request the BBB's assistance in resolving these issues and obtaining fair compensation for the unfair treatment I've experienced.

  Business Response

  Date: 02/28/2025

  February 28,2025
  
  BBB Case: ********
  Contact Name: ******* *********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding Vanuska Sylvesters request for assistance with the above-referenced MFS vehicle account.
  
  Our records reflect ******* ********* also filed a complaint with the Consumer Financial ***************** (****) on February 25, 2025, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns. 
  
  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: 03/02/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/15/2025

  Dear Better Business Bureau,

  I am writing to request that you reopen my case, Complaint #********, against Mazda Financial Services (MFS), as the issue remains unresolved and Mazda has failed to act in good faith.

  Despite my original complaint outlining their mishandling of my lease return, inaccurate credit reporting, and failure to provide necessary documentation, Mazda has still not addressed the following:

  1. Unresolved issue: Mazda has yet to fix the false delinquency they reported to the credit bureaus, which has caused my credit score to drop significantly.
  2. No resolution: They have not acknowledged receipt of the leased vehicle that I returned on February 15, 2025, despite providing proof of the return. They are still falsely claiming I owe payments for a car I no longer possess.
  3. Failure to communicate: Mazda has stopped responding to my inquiries and has not provided a copy of my contract, as requested on multiple occasions.
  4. Ignored regulatory complaints: I filed a complaint with the **** regarding this issue in February 2025, but Mazda has also failed to respond to that regulatory body.

  I am requesting the following actions from Mazda:

  1. Complete communication records regarding my case, including all correspondence between Mazda and me (for transparency).
  2. Written acknowledgment that my vehicle was returned on February 15, 2025.
  3. Immediate correction of the false delinquency on my credit report and restoration of my credit score.
  4. Compensation for the financial and emotional harm caused by Mazdas negligence and inaccuracies.

  Mazdas continued failure to act in good faith to resolve this matter is both unprofessional and unacceptable. I am turning to BBB for assistance in holding Mazda accountable for their deceptive business practices and failure to communicate effectively.

  Thank you for your time and continued support in resolving this persistent issue.

   

   

  Dear BBB, I am filing this complaint against Mazda Financial Services (MFS) for engaging in deceptive business practices and attempting to scam me after I returned my leased vehicle. Below are the details of the issues I have faced: Vehicle Return Fraud: I returned my leased Mazda vehicle on February 20, 2025, and signed all necessary paperwork at the dealership, including the odometer disclosure statement. Despite this, I received a letter from *** dated March 28, 2025, falsely claiming that I did not return the car and demanding that I continue making monthly payments. Payment Obstruction: When attempting to make my final payment online before returning the car, I was blocked from doing so without explanation. This is unusual as I have always paid online without issue throughout my lease term. Unjustified Late Fees: MFS charged me late fees even though I had informed them in advance that I would need an adjustment to the due date. They ignored my request and imposed fees unfairly. Retaliation for Legal Call Recording: During a phone call with *** to resolve these issues, I informed them that I was recording the conversation for my safety due to their questionable practices. Recording is legal under New York's one-party consent law (N.Y. Penal Law ******, ******). The representative retaliated by refusing service and abruptly ending communication after I disclosed the recording, which is a violation of consumer rights and professionalism. Withholding Information: *** refused to provide me with a copy of my lease agreement when requested during the phone call. These actions collectively constitute deceptive business practices and violations of consumer protection laws, including: New York Consumer Protection Laws for fraudulent claims and retaliation Fair Debt Collection Practices Act (FDCPA) for false demands for payment Equal Credit Opportunity Act (ECOA) for unfair treatment

   

  Desired Resolution / Outcome

  Desired Resolution:

  Other (requires explanation) *******************************************************************************************************************************************************************************************************

  Desired Outcome:

  I am seeking immediate resolution of these issues and compensation for the stress and inconvenience caused by Mazdas actions: Written confirmation that my vehicle return has been properly processed as of February 15, 2025. Cancellation of any unjustified demands for continued monthly payments or late fees. ********* of a complete copy of my lease agreement as requested. Formal apology for deceptive practices and poor customer service. Compensation for time wasted, stress caused, and potential damage to my credit score resulting from their fraudulent claims. Mazdas behavior has caused me significant distress and financial uncertainty, and it appears to be an attempt to scam consumers through fraudulent claims and obstruction of service. I request BBBs assistance in holding Mazda accountable for these deceptive business practices.

  
  

  Business Response

  Date: 04/21/2025

  April 21, 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 Vanuska Sylvesters demand for assistance with the above-referenced MFS vehicle account.
  
  Our position remains the same. From our original response dated February 28, 2025, our records reflect ******* ********* also filed a complaint with the Consumer Financial ***************** (CFPB) on February 25, 2025, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.
  
  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:02/24/2025

  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.

  Please see the details of the matter in the attached letter in the supporting documents section.

  Customer Answer

  Date: 03/24/2025

  My name is ****** *******.  I would like to file a Letter Of Complaint against Mazda Motor Of America.  On the date of January 6th I hit a deer with my car.  The damage was to the bumper and drivers side front.  Mazda Road Side Assistance towed this car to Mazda Of ********** in ***********  This was the dealership they said they will tow the car even though I preferred to tow the car to another dealership with I have bought Mazda cars in the past.
  On the date of January 17th, I contacted Mazda Of ********** for an update on the car repairs.  I was it is being repaired at PJ Auto Body sent there by Mazda Of Morristown. 
  

  On the date of January 23rd I contacted PJ Auto Body and was told they are waiting on parts from Mazda Of Morristown.
  

  On the date of January 30th I contacted PJ Auto Body and was told they are still waiting for parts that Mazda Of Morristown does not yet have.  I called Mazda Of Morristown this same day & was told they have the part and waiting for PJ Auto Body to pick it up.   So, I was lied to by PJ Auto Body that they part are not available. On the date of January 31st, I called PJ Auto Body again and was told the car will be ready the following week.
  

  I called PJ Auto Body and Mazda Of Morristown on February 6th & was told the car wont be ready. It will be ready the next week now.  That same day I called Mazda **************** and ********************** to inform them of these concerns.  In the meantime the 30 day loaner car provided by my ***************** has ended.  I have no car, no way to get around, no way to get to work, etc
  

  I called again PJ Auto Body and Mazda Of Morristown on February 11th & was told again the car wont be ready until the next week now, so this is the 3rd week I am told the car will be ready but it is not ready.  Thus, 5 weeks after the incidents, I still have no car.  I made the payment for January with Mazda Financial Services as usual.
  

  I contacted Mazda **************** and ********************** on the 11th following up on my case and with the latest updates.  Mazda **************** and ********************** told me a case manager assigned to the case #******** will contact me and these concerns.  No one contacted me at all.
  

  I contacted Mazda **************** and ********************** again because no one was attending to this case even though it is now 6 weeks I dont have a car I am making payments on. And, I dont have a car to go to work & get around as needed.
  

  I explained all this to I Mazda **************** and ********************** and ****************** **************** contacted ****************** Of Morristown.  They were told they are still waiting for parts.  This is a lie, this is NOT true.  As I mention in this letter on the date of January 30th I was told all part are in & the car will be fixed.  But, that was not 2-3 weeks ago.
  

  I informed Mazda **************** and ********************** that the car is still NOT fixed and no one is willing to tell me when it will be fixed.  I asked for a loaner car and was denied.  I told Mazda **************** and ********************** that you cannot expect me to make payments on a car I dont have now for 6 weeks, & for the 3 weeks I am lied to that the car will be fixed and Mazda **************** and ********************** is NOT willing to help in this matter.
  

  I informed Mazda **************** and ********************** that I will NOT be making a payment this month for February, it is NOT right, NOT fair to expect me to pay for a car I have been promised to be fixed for 3 weeks and counting by Mazda Of ********** where Mazda **************** towed the car to my objections.
  Mazda **************** and ********************** HAVE TO put the Lease Payments ON HOLD and extend this lease payments until the car is fixed as it was promised to me for 3 weeks and counting.
  

  Please help in this matter of concern and situation as Mazda **************** and ********************** are NOT willing to do anything for their customers in assisting to resolve this issue of repairs and payments.
  

  Thank You for your help and assistance with this matter of concern.
  ** *******
  ************
  ******************************************************************************

  
  

  Customer Answer

  Date: 04/01/2025

  Hi, this has been resolved.  It can be closed.  Thank You for your help.

• Initial Complaint

  Date:02/23/2025

  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 am filing this complaint against Mazda Financial Services (MFS) due to discrepancy in posting payoff payment to my account. Since I started financing my Mazda CX30 in December 2021, I have maintained a perfect payment record for the past 4 years. On 1/22/25, I called *** to request payoff amount to be able to close my loan by February 7th, 2025. I was provided payoff amount of $4,676.36 and address where to mail my check. The check #*** dated January 24, 2025, was issued to MFS in the amount of $4676.36 and mailed on 1/22/25.On 1/ 31 I checked my bank records, check #*** was not cleared yet. I called *** to be advised that there were no records in the system showing my payment being received and I was told to wait for few more days.I called again on 2/3/25. I spoke with ****** and was advised to wait and call back again in 2-3 business days. I called again on 2/7, I spoke with Nikky to find out that my payment status has not changed. To avoid late fees, I was advised to call my bank and put stop payment on the mailed check and make *** payment instead. I was given a new payoff amount of $4,678.04. The *** payment with the new amount was submitted immediately after my call using MFS online services. On February 10, I checked my bank account and confirmed that the payment had been processed. I checked MFS portal to discover several discrepancies: my account balance doubled to the amount of $9,522.43, then noticed several post and reversal transactions of the check, that I was told had never been received, as well as several post and reversal transactions of the *** payment. I called *** immediately and I was advised to wait 2-3 business days to make the necessary corrections. I called again on 2/17/2025, 2/19/2025 and 2/21/2025 to hear each time the same story about the system errors and the need for extra time to address ******* the meantime, I keep getting messages that Im late with my payment. I would like this issue to be resolved asap.

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention so that we have the opportunity to improve.
  
  Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue. ****** ********** can expect an additional update from the *** team on March 6, 2025, about the status of a resolution.
  
  We realize this may not be the response 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 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: 03/10/2025

  I am rejecting this response because:

  1. Provided response is a repetition of communication I receive from MFS manager every single time we speak.
  2. It has been 5 weeks and hours wasted on the phone and the issue remains unresolved as of today 3/10.
  3. The stop payment, that supposedly triggered the issue, was advice suggested by MFS CS when after they claimed they had not received the check.
  4. *** cannot provide any anticipated date of resolution on this issue.  Our balance should have been paid off as of 2/7/25 but instead it is showing that we now owe twice the payoff amount.  This is simply unacceptable.
  5. In the meantime MFS CS is calling us to collect unpaid balances.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account.
  
  MFS recognizes that receiving a resolution has been time-consuming and ongoing for our customer; however, based on the review of the account, our position remains the same.
  
  From our original response dated March 6, 2025, Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue.
  
  Additionally,future collections activity will be ceased while MFS is working to resolve the issue.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably. *** will continue to update our customer directly on the status of the account and a resolution.
  
  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: 03/19/2025

  I am rejecting this response because:
  1. It has been almost 8 weeks and the issue is still unresolved
  2. Although *** confirmed receiving full payoff amount, they never stopped collections activities, they keep calling me on regular basis
  3. Since their internal collections never stopped, I'm afraid that at certain point they will send my records to collection agency and mess up my credit score
  4. It is unacceptable that correcting account balance takes such enormous amount of time and MFS cannot provide date when the issue will be resolved
  

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the additional follow up complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account
  
  As mentioned in our response from March 11, 2025, MFS recognizes that receiving a resolution has been time-consuming and ongoing for our customer; however, based on the review of the account, our position remains the same.
  
  Additionally, from our original response dated March 6, 2025, Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue.
  
  We understand the importance of maintaining a favorable credit profile; therefore, MFS has taken action to ensure your credit profile is not negatively impacted. We also have confirmed our systems have been updated to cease future collections activity while MFS is working to resolve the issue.
  
  Lastly, MFS has confirmed the title and appropriate documentation have been delivered to our customer via ***** as of Monday, March 17, 2025, via tracking # ************. It is imperative that our customer partner with their local *** to finalize the transfer of ownership for the vehicle. *** leadership is following up with the customer directly on a weekly basis to provide status updates on a resolution.
  
  We realize this may not be the response you 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 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:02/17/2025

  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.

  In February of 2024 we purchased a 2022 Jeep Compass from Mazda of ****. Upon purchase they offered us additional coverages- one of which we chose and paid heavily for was ************** November 8, 2024 our beloved Jeep was totaled at the unfortunate run in with deer that occurred. We are now in mid-February and have been unable to get into any type of contact with the ************* coverage that we need to utilize despite faxing over the documents to them for the claim multiple times. We have been desperately trying to get help from Mazda who sold us this policy and they have offered us literally no assistance to get this matter resolved. Our family has been without a vehicle now since November because we cannot get a new loan for a vehicle until this loan is taken care of with Mazda. Mazda has sold us a product from a company which seems to be a total scam and not even a real company. Something needs done we paid dearly for this policy and should have been able to have this claim resolved so our family can get into a new vehicle, but instead we have been victims of fraud this far at the hands of Mazda who claims over and over on the hours I've spent listening to their hold recordings the best customer experience.

  Business Response

  Date: 02/18/2025

  February 18, 2025
  
  BBB Case: ********
  Contact Name: ******** ******
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** by ******** ****** regarding a GAP claim after total loss. First and foremost, we are sorry to learn her vehicle has been deemed a total loss. We hope all parties involved are safe and well. We understand this can be a challenging time, and we hope things have improved for Mrs. ***************** is important to understand that Mazda Financial Services (MFS) relationship to the dealer is that of a financing source, similar to a credit union or a bank, and the dealership is an independent business entity over which *** has no control. Furthermore, *** is not involved in the negotiation process between customers and the dealership ******************* of ****** As a result, MFS is unable to confirm or deny any verbal representations made between Mrs. ****** and the dealership.
  
  Based on the information provided, MFS is unable to verify an active Mazda Financial Services account associated with Mrs. ******* If Mrs. ******* concerns are not based on a Mazda Financial Services account, we respectfully request that she refer this complaint to the appropriate business entity for review and response.
  
  We realize this may not be the response she desired, but we hope our above reply has resolved this matter amicably. We encourage Mrs. ****** to discuss this matter directly with the proper management at the related dealership or the *********** provider.
  
  Please know Mazda Financial Services strives for excellence in our 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 ****. 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: 02/18/2025

  I am rejecting this response because:  The Mazda finance account is under my daughters name ******* ***** and is still active with a balance unresolved by Mazda or the fake ************* we were sold. 

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  BBB Case: ********
  Contact Name: ******** ******
  
  The **************** of Mazda Financial Services (MFS) are in receipt of the rebuttal filed by by ******** ****** regarding a GAP claim after total loss.First and foremost, we are sorry to learn her vehicle has been deemed a total loss. We hope all parties involved are safe and well.
  
  Secondly, in an effort to protect the account holders privacy, we regret to advise that we are unable to provide Mrs. ****** with specific details pertaining to the referenced account. Please know, we respect the privacy of our account holders and employ procedural safeguards to also protect the confidentiality and security of our customersinformation. Unfortunately, our records do not reflect proper authorization has been provided, by our account holder, to discuss the status of the title release. It is important to know that if Mrs. ****** wishes to contact our *********************** regarding the referenced account, we will need to speak to the account holder to obtain the proper authorization before proceeding with any details.
  
  We realize this may not be the response Mrs. ****** desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please have our account holder 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 ****. 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: 02/20/2025

  I am rejecting this response because:   The account holder has contacted Mazda financing services MULTIPLE times with no help or support and we are seeking help from an escalated level to help with resolving this issue. If someone from the corporate level can contact the account holder ******* ***** at *****************

• Initial Complaint

  Date:02/08/2025

  Type:Order 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 leased a vehicle from ****** Polar Mazda on 12/03/2024. The paperwork was signed, the price was agreed upon, and the deal was finalized. The vehicle was delivered on 12/04/2024, and I assumed ownership under the Conditional Delivery Agreement. This agreement expired no later than 12/17/2024, as lease financing through Mazda Financial Services was finalized.On 01/13/2024, I contacted the dealer because my temporary Minnesota plates had expired, and I needed to follow up on my Iowa plates. On 01/23/2024, I was informed that there was an issue with the titling company, which they were working to resolve. Then, on 01/29/2024, I was advised that there was a pricing discrepancy with my registrationthe amount due by ****** was higher than expected.On 01/30/2024nearly two months after I assumed ownershipWalser contacted me, demanding an additional $137.71 for the registration, beyond what was stipulated in the lease documents. They cited a software error on their end that resulted in miscalculations. They further stated that if I did not pay for their mistake, they would withhold my license plates.I reached out to ****************** America, who confirmed that Walsers actions were improper but stated they were powerless to intervene. Mazda Financial Services informed me that altering the registration amount would constitute a modification of the lease agreement, placing the lease in breach.Everyone involvedexcept ************ that ****** should take responsibility for their error. I would like to resolve this matter without pursuing legal action or claiming breach of contract, but I need guidance on how best to proceed. As it is, my vehicle currently does not meet the lease criteria, which would void the lease due to ****** error.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  BBB Case: ********
  Contact Name: ***** *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ***** ****** request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their concerns to our attention. It is important to understand that Mazda Financial Servicesrelationship to ****** Polar Mazda is that of a financing source, similar to a credit union or a bank, and the dealership is an independent business entity over which MFS has no control. 
  
  MFS is not involved in the negotiation process between customers and the dealership and relies on the terms and conditions that appear in the written contract. *** has no ability to confirm or deny allegations concerning verbal representations made between ***** ***** and ****** Polar Mazda with respect to the underlying complaints. We ask that our customer please address their concerns with the appropriate management hierarchy at the dealership. 
  
  Additionally, Mazda North America Operations confirmed that ***** ***** was advised to work with dealership management as well in response to their registration concerns.
  
  We realize this may not be the response our customer 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 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:02/05/2025

  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.

  Heres a revised version under 2000 characters while keeping all key details and dates: ---On November 19, 2024, I returned my leased 2022 Mazda CX-5 to Mazda of Towson after making my final lease payment earlier that month. My account showed zero payments remaining, and the lease was due back on November 24. After signing all necessary paperwork, I leased a new 2025 CX-5 from the same dealership, made my first payment, and left with all documentation finalized. On November 30, I received an email stating I had missed a payment on November 24 for the 2022 CX-5. Concerned, I contacted Mazda Financial on December 3 and spoke with *******. He confirmed my payments were complete but said Mazda Financial had not received a check from Mazda of Towson. He also saw my new lease and assured me I needed to take no further action. On January 11, 2025, I received a credit alert showing my score had dropped over 50 points due to Mazda Financial reporting two missed payments on the 2022 CX-5. I immediately called Mazda Financial on January 13 and spoke with **, who said they did not receive the check from Mazda of Towson until January 2 and that it was my responsibility to follow up. This was unacceptableMazda Financial knew the vehicle was returned, all payments were made, and I had a new lease. I escalated to ****** from the Resolution Team, who said Mazda Financial needed a letter from Mazda of Towson confirming the delay. On January 15, I visited Mazda of Towson, spoke with ********, and provided details for their financial director, **** *********. I followed up via email on January 21 and voicemail on January 22 but received no response. On January 27, I called Mazda Financial and spoke with Chanel JPVE at 8:08 AM. She confirmed no fax had been received from Mazda of Towson, despite my request weeks prior. I have fulfilled all obligations, and Mazda Financial must remove the late payments, stop further charges on the 2022 CX-5, and close the account.

  Business Response

  Date: 02/07/2025

  February 7,2025
  BBB Complaint ID #********
  ******* ********
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ******* ******** regarding negative information reporting on her credit profile. First and foremost, MFS would like to thank Ms. ******** for bringing her concerns to our attention.

  
  After a thorough review of Ms. ********* account, we have determined that it was permissible to remove the 30-day credit marker reported in December ************************************************************************** January 2025. An update has been sent to the Credit ****************** (CRAs) as of the date of this response and a letter has also been mailed to Ms. ******** confirming the removal of the negative reporting. We sincerely apologize for any inconvenience this has caused and ask that Ms. ******** allow at least ***** days for this update to reflect with the CRAs.

  
  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, she 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.

  
  

  Customer Answer

  Date: 02/10/2025

  I have reviewed the business response and accept this resolution. Contingent on my credit history being updated in ***** days.