ComplaintsforMazda Financial Services

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid off my 2024 Mazda CX-5 on 5/3/24 for $34,676.85. The next day, I saw on their website that the payment had been canceled, and the new payoff was $34,680.45. I then paid this amount to Mazda. On 5/6/24, Mazda deducted both amounts from my checking account, and $69,359.30 was removed from my account by ******************. I contacted Mazda on 5/6/24 and was told the payment would be reversed, and I would receive a check within 7 to 10 days. On 5/16/24 my account showed the payment was reversed for $34,676.85, but I have yet to receive a check from Mazda for the overpay on my account. I have contacted Mazda customer ******************** several times and was told that a check would not be sent, and they had no idea how I would receive my money. At this point, Mazda is knowingly and willingly holding the additional $34,676.85 without permission and refuses to refund me the overpay.

  Business response

  06/06/2024

  June 6, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ***************************** request for assistance with the above-mentioned vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our records reflect that on May 29, 2024, a refund in the amount of $34,676.85 was requested and approved. The refund will be issued electronically to *************************** and typically takes 1-2 business days to reflect on the bank account, depending on our customers ******************** institution.
  
  We respectfully request that our customer please confirm with their ******************** institution that the funds have been received.
  
  To confirm, the account is reflecting as paid off. We thank *************************** for the opportunity to earn their business and hope to have the same opportunity again in the future.
  
  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 TMCC or its affiliates.

  Customer response

  06/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 8, 2024, I called Mazda Financial Services about an over payment I subsequently made on account ending in 2603, which had already been paid in full for all months of my 36 month lease agreement. I was told that I have the option for a refund, and that I can fax required bank documents to receive a check refund. As an alternative, I was told that I can call approximately ************************************************* if I were to lease a new Mazda, I could then apply that over payment to that account. On May 18th, I leased a new Mazda CX5 with Mazda of ********************, the same dealership with my previous lease under account 2603. I was given a new account with ********************** for the new lease under account number ending in 9898. On May 21, I called Mazda Financial Services to request the overpayment from account ending in 2603 to be applied to my new account ending in 9898. Mazda Financial Services did comply and stated that they will have the overpayment reflected in the new account ending in 9898. On May 24, 2024 @ 9:55am, Mazda Financial Services called me and I spoke to an individual named ******************** She explicitly told me that they can no longer refund or transfer the overpayment of $262.50 because the account has been closed as payment was received by Mazda ******************** and they included my overpayment in that payment to fully close the account. No other alternative was given and my $262.50 was essentially stolen, and I would like to make a formal complaint of theft made by Mazda Financial Services.

  Business response

  05/31/2024

  May 31, 2024
  
  BBB Case: ********
  Contact Name: *********************************
  Account Number: ********** & **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their request for an overpayment refund of $262.50
  
  MFS thanks ********************************* for bringing their account to our attention.
  
  Our records match ************************* in regard to the May 8, 2024 phone call with our representative. They were advised that at that time an overpayment was on file and the proper steps for them to take if they desired a refund, which included calling back in 10 days or providing a bank letter to confirm the payment was valid. The date agreed upon was May 19, 2024, to ensure the possibility of an electronic refund.
  
  On May 12, 2024, through May 18, 2024,Mazda of ******************** requested a payoff, which included ************************* overpayment in the amount of $18, ******, because it was not eligible for a refund on May 8, 2024, without a bank letter. If ********************************* had not overpaid on their 2021 Mazda CX-5, the residual value per page 1, line e, of their signed contract would have been $19,065.55. Their signature confirms they agree with and understand the terms and conditions.
  
  On May 21, 2024, ******************************* called MFS to follow up on their refund and request that it be moved to their new account, which our team member agreed to do; however, when this request was to be processed, no overage existed, and our resolution specialist called ********************************* to advise them when they disagreed with the information provided. As a measure of courtesy, our resolution specialist reached out to Mazda of ******************** and spoke with Georgia, the General Manager, and she confirmed that ********************************* signed and agreed to the payoff. Mazda of New ******** paid MFS on May 18, 2024, one day prior to the original agreed-upon date ******************************* would call MFS.
  
  We have included a copy of their signed contract for their 2024 Mazda CX-5 and invite them to review page 2, line 11,letter B, which states the prior credit or lease balance is $18,******, which matches the payoff quote the dealer received on May 12, 2024.
  
  Lastly, as of May 29, 2024, the overpayment used to pay off their number ********** has been reversed and their account has been reopened. We respectfully invite them to call to process their remaining payment of $262.50 as soon as possible. We are aware that a paid-in-full letter has been generated as of May 23, 2024; however, the first paragraph states,"Your account is considered paid in full subject to final accounting and receipt of goods.
  
  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 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 TMCC or its affiliates.

  Customer response

  05/31/2024

  I am rejecting this response because:   

  On May 8th I spoke with the rep who also asked if I had any intention of leasing a new car with Mazda. I stated that if the price were right, I would and that I would and preferable to any refund, I would like the $262.50 transferred to my new account as the new account would be in my Mazda Financial Services dashboard. I made it very clear since the start of the conversation on May 8th that I would like a refund, with preference to move said over-payment to my new account if and when I leased a new Mazda vehicle. Never did I provide any verbal consent to use my over-payment as part of any brokered deal between Mazda of ******************** and Mazda Financial Services.
  

  I was at Mazda of ******************** on May 12th, and subsequently agreed with a $500 deposit to a new leased vehicle to be picked up on May18th. It is stated in your response that on May 12 Mazda of New ******** requested a payoff, and that Mazda Financial Services included my over-payment of $262.50 in that quote, knowing with notes taken on the account and as confirmed to me when I was on the phone with the rep on May 8, that said funds were to be refunded or transferred to any new account. Again, never did I provide any verbal consent to use my over-payment as part of any brokered deal between Mazda of ******************** and Mazda Financial Services. This is a clear misuse of my funds without my consent.
  

  On May 21st, I called Mazda Financial Services to request the over-payment from account ending in 2603 to be applied to my new account ending in 9898. On that same phone call I was told that I need to call Mazda of ******************** to make sure that they overnight the payoff otherwise I am responsible for the following month (the lease agreement was fully paid already with the additional over-payment as well). I did not know that this was the consumers responsibility. They also stated that they have 'never seen a new account opened so fast.' Nonetheless, it was confirmed that the over-payment were to be moved to my new account, and thank you for confirming in your response that your team member agreed to do so, at which point this matter should have been resolved with no further action needed.

  On May 24th at 9:55am I received a call from ******************** stating MFS won't transfer my over-payment to my new account (at which point was now open). It was stated that because my account was closed, they would know longer be able to do so and that my funds were used (again without my knowledge or consent) with the agreed upon payoff amount between Mazda of ******************** and MFS (aka Mazda Financial Services). I was also told that essentially it would be too much to open up my old account to have this reconciled. After this very unpleasant experience, I opened this case with the BBB and instructed my bank to reverse payment, which was the last resort as I tried to reconcile this directly with MFS.

  You also state that my old account is now open again, but during my call with ******************** it was stated and I quote, 'we are unable to open your closed account'. I find this very interesting that my account is now open after it was stated that it couldn't be opened again and my over-payment applied to my new account. I find this business activity very unnerving, which is very unfortunate because I love driving my new Mazda vehicle, but this experience has left me second guess which car manufacturer will receive my business next. I will however not let this poor consumer experience take away from driving my new CX-5. I hope to find a more agreeable resolution to this matter.
  

  All the best,

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

  Business response

  06/06/2024

  June 6, 2024
  
  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 request for an overpayment refund of $262.50.
  
  Our position remains unchanged. ************************* payment was returned by their bank and must completed to close their account. We respectfully invite ********************************* to call to process their remaining payment of $262.50 as soon as possible.
  
  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 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 TMCC or its affiliates.

  Customer response

  06/09/2024

  I have reviewed the business response and accept this resolution. 

  A payment in the amount of $262.50 has been made to my old account ending in 2603, for VIN *****************.

  Attached is confirmation of payment. Please promptly close the account.

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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was involved in accident and was totaled. Mazda financial canceled my GAP coverage before the accident occurred. Because there was no GAP coverage (due to them canceling), after insurance paid for the value of the car, there was a balance left on my account. I called ***************************************** amount the balance, they told me I was offered a settlement amount, which had expired a month prior to me calling, and I was no longer eligible for. I never received notice of a settlement, not by phone, email, or postal mail (they do not have my current address), therefore I am requesting that I have access to the previous settlement amount that was offered.

  Business response

  05/13/2024

  May 13, 2024
  
  BBB Case: ********
  Contact Name: *************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ************** request for assistance with the above-mentioned vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Due to the account being in default and charge-off status, voluntary protection products, including GAP, were cancelled, and the refunds were applied to the account balance to reduce the deficiency. MFS was later notified that the vehicle was reported as a loss and a claim was filed.
  
  Our records reflect that $6,913.73 is the current balance on the account. As a courtesy, MFS is waiving $5,413.73, which is the amount the Guaranteed Auto Protection (GAP) claim covers. Our customer is responsible for covering their insurance deductible of $1,500.00 (which is not covered by GAP).
  
  Our customer can expect to receive a revised deficiency balance letter via mail explaining the next steps.
  
  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 TMCC or its affiliates.

  Customer response

  05/13/2024

  I have reviewed the business response and accept this resolution. I would also like to make sure the communication is sent to the correct mailing address:

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

  Customer response

  05/14/2024

  I called Mazda Financial Services who said they have no record of any amount being waived. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on reocurring payments for the 2 new vehicles. I add extra to be applied to the principle but have had to call to have the principle you got to actually be applied to the principle. I get verification but the paperwork I get is very confusing; as a matter of fact, when I go into my transaction history on your website, the application of the extras applied to the principle don't even show up. Your monthly statements I get in the mail also don't have a breakdown of interest/principle applied. I want a detailed normal financial statement that has the balance, the amount I paid and how much was applied to principle/interest in a simplistic form. I cancelled the reocurring payment system because your paperwork has led me to believe there is something deceptive going on with Mazda. Believe it or not, we have been religious in our payments but the CX50 is now showing PAST DUE? I need an explanation now.

  Business response

  05/06/2024

  May 6, 2024
  
  BBB Case: ********
  Contact Name: *****************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ********************************* request to confirm the account status and breakdown of the transaction history for the above-referenced account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  We have attached a copy of the transaction history, per our customers request, confirming the breakdown and allocation of payments,interest, principal only payments, effective dates, and the loan balance.
  
  As of the date of this response, the most recent payment to post to the account was on April 26, 2024, in the amount of $788.82.
  
  The next payment due will be on May 30, 2024, in the amount of $788.82.
  
  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 TMCC or its affiliates.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a lease with Mazda Financial Services and I'm looking to buyout the remainder of the lease. The lease specifies how much I can purchase the car for and says the price does not include official fees, such as those for taxes, tags, licenses and registration. I have contacted multiple dealerships in ******* to do the lease buyout and all of them are:1) Charging dealer fees, which were not specified anywhere in the lease contract and/or:2) Charging documentation fees that are significantly in excess of what the state of Florida charges for documentation. As you know, the Florida Attorney General is investigating this practice, which is illegal and a violation of Florida and federal law. Since the lease contract specifies that I have the option to purchase the car for a set price plus applicable official fees, I'd like to understand from Mazda what I need to do / where I need to go to exercise this option.

  Business response

  04/23/2024

  April 23, 2024
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the purchase of our customers above referenced account.
  
  ********************** relationship to the dealerships 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 solely relies on the terms and conditions that appear in the written contract. Additionally, MFS has no ability to confirm or deny allegations concerning verbal representations made between you and dealer with respect to the underlying complaints. 
  
  Mazda Financial Services does not conduct direct sales in the state of *******. As a result, we are unable to complete the sale of ********************** vehicle to them. The purchase needs to be accomplished through a licensed Mazda dealer.
  
  MFS understands that this is not *********************** preferred option; however, we highly recommend our customer contact the closest ****************** dealership for assistance.
  
  ********************* can promptly find their closest Mazda dealership via www.Mazda.com/dealers.
  
  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 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 TMCC or its affiliates.

  Customer response

  04/25/2024

  I am rejecting this response because:
  
  - Regardless of Mazda Financial's relationship with Mazda dealerships in the state of *******, I do not have a contract with a Mazda dealership. I have a contract with Mazda Financial. This means that Mazda Financial is responsible for ensuring I am able to exercise my rights as stipulated in the contract. As mentioned in my original complaint, I am unable to do so because the operating partners of Mazda Financial in the state of ******* (i.e. Mazda dealerships) are charging fees that were not stipulated on the contract as a pre-condition of purchasing my leased car.
  - These fees being charged by Mazda dealerships to as part of the lease buyout process aren't verbal agreements as alleged by Mazda Financial in its response back to me. I have proof that I am being charged these fees as a pre-condition of the lease buyout. I am attaching an example here, but I am in possession of several written quotes from Mazda dealerships in the state of ******* which outline these fees.
  
  Should Mazda Financial not resolve this matter in an expeditious manner, I will pursue legal action against Mazda Financial, and will also be referring the matter to the Florida Attorney General (alongside all the written quotes from Mazda dealers across the state of ******* that I've collected). As a reminder, the only resolution I am requesting is for Mazda Financial to indicate where in the state of ******* I can exercise my right in the contract that I have with Mazda Financial to purchase my leased car at the rate we've agreed on, as well as any applicable official taxes and fees.
  
  
  
  

  Business response

  04/25/2024

  April 25, 2024
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding the purchase of our customers above referenced account.
  
  Our Position remains unchanged. Mazda Financial Services does not conduct direct sales in the state of *******. As a result, we are unable to complete the sale of ********************* vehicle to them. The purchase needs to be accomplished through a licensed Mazda dealer.
  
  MFS understands that this is not *********************** preferred option; however, we highly recommend our customer contact the closest ****************** dealership for assistance.
  
  ********************* can promptly find their closest Mazda dealership via www.Mazda.com/dealers.
  
  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 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 TMCC or its affiliates.

  Customer response

  04/26/2024

  I am rejecting this response.

  I am not requesting that Mazda Financial processes the sale of my car. I am requesting that Mazda Financial informs me which dealership I can go to in the State of Florida to purchase my car at the agreed upon price in the contract that both parties have signed. Every Mazda dealership I've communicated with is adding additional fees to the final price that weren't agreed upon in the contract, and I have included proof of such fees in previous correspondence.
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been leasing a mazda with Mazda financial services for nearly 4 years and have never missed a payment once. However just on the day of Friday April 12th my car was repossessed by them no more than 6 days after missing a payment due to my card expiring. No warning, no late fee, no calls, no texts, no letter, nothing just woke up to my car gone. I would like a statement and referral as to why there was no communication on the subject. No warning. My car was towed and they didn't even have my new address on file. Communicating with the service center on the subject, they didn't even communicate as to why or what the protocol was. They had no awareness of my current address or anything. Why did this happen and how can this be corrected... they are expecting me to pay the full brunt of the fees on the towing and the lateness. I need this corrected immediately.

  Business response

  04/16/2024

  April 16, 2024
  
  BBB Case:            ********
  Contact Name: *******************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding *************** request for assistance with their MFS account.
  
  MFS has reviewed the information provided and require additional information to resolve their concern and locate their MFS account. For us to assist quickly, please provide us with the information below:
  
  The account number, social security number, or last 8 characters of the vehicle identification number (VIN).
  
  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 TMCC or its affiliates.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Team,This complaint is regarding the account settlement issues that I am having with Mazda Financials.Account Number:0000387740 Car ******************************************* S PFP AWD I was involved in a car accident on 01/07/24 where I was rear ended by a drunk driver. The car was deemed a total loss by the insurance company and a check of ~***** USD was issued to Mazda financial.Even though it has been almost 2 months since Mazda have received their payments, they have been calling me continuously to collect money and make my account current. They have also threatened me to be reported to credit union if the payment was not made.I have explained to them several times that the payment was received by Mazda. They seem to agree that the payment is received but still keep calling me.Recently, I also received a note that my account has been marked delinquent by Mazda.I need help in resolving this so that my account can be closed and my credit is not affected. Mazda financial need to stop harassment through these calls and fix the problem at their end. I would appreciate if you could help me get this resolved as I have been having the spend a lot of time talking to them and getting worried about being penalized unnecessarily. I have also asked them to let me know if there a was any balance on the top of payment that was sent by progressive but not heard back on that. I also requested to see if they can provide me relief on the remaining balance. There are no ways in which they have been communicating except for collection calls to make the account current.Request for your help in this matter.

  Customer response

  04/15/2024

  Hi BBB Team,

  Following up on my complaint regarding this issue, I also see that my account was reported to credit agency and I could see that my credit score went down by over *********************************************************** throughout the process. I have been working with several agents from mazda and they have confirmed on several calls that the payment was received and they are still reviewing it. They also mentioned that its a regular process for them to make these calls but they will make sure it gets escalated and gets resolved.

  This has become a huge deal now with my credit account getting affected. I need your help in getting this resolved and getting compensated for the suffering I have been going through because of this.

  Kind Regards

  Sharad

  Customer response

  04/16/2024

  Additional information from my side on this request:

  This is about the calls I received from Mazda financial regarding the payments. I get calls from the following number *************** which is the number for Mazda financial. Out of all the calls I have received, there have been several calls that have been blank. When I receive these calls, they disconnect it within 2-3 seconds and no one speaks after calling. I am not sure why this exact thing has happened so many times.

  On the other occasions, I have been able to speak to Mazda financial representatives and confirm with them that the amount was received with them.

  In addition to this, I have taken help from my insurance adjustor(************************* from Progressive) to make calls to Mazda financial and confirm that the payment was received and they needed to fix the account and stop calling me for this.

  I spoke to her again yesterday and asked her details on when the check was issued and when it was encashed. I will provide this information to BBB once I receive it from them.

  This has been hitting me badly from the credit perspective as its showing bad history, high mortgage value than what I have. It also impacts if I try to take new insurance, lease etc which I have been trying to get into more recently.

  This morning I received one of those blank calls from Mazda financial which did not connect after I picked up.

  
  
  
  
  

  Customer response

  04/17/2024

  Hi BBB Team,

  I would like to add more information to this request. I received a call again from Mazda Financial on 4/16 in evening hours EST. They confirmed that there were two checks received. There was a stop payment issued on the first one by Progressive. Then a second check was issued and received by Mazda Financial. They enchased the check, however, they put into a wrong account and they are still reviewing this. It is the same conversation I have been having with them for last 2 months or so. The agent who spoke to me for over 25 mins again kept apologizing for the mistake and said it it under review. 

  I requested them for: 1. An escalation channel to get this request resolved 2. Establishing an email communication where they can inform me the status of escalation 3. Links/Notes/Transcripts of all the calls I had with them as they record all the calls.

  They did not agree to provide the notes.

  However, they said that they are going to talk to escalation teams and their supervisors who will call me to resolve this issue.

  I also mentioned to them that my credit score has been badly hit because of this and I am seeking a compensation for the same as I have had to spend enormous amount of time on this.

  I am adding all of this info and seeking your help in getting things expedited as the agents from Mazda financial keep calling me with the same info and they seem to get a bit impatient even after listening to them for 25 mins yesterday

  Business response

  04/18/2024

  April 18,2024
  BBB ID # ********
  *************************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ************************* regarding servicing issues and negative information reflecting on his credit profile with MFS.
  
  First and foremost, MFS would like to thank ************** for bringing his concerns to our attention. After a thorough review of Mr. ****** account, we discovered that MFS received notification that his vehicle had been deemed a total loss as of January 7, 2024. Due to a processing error in updating our system to reflect the total loss and suppress negative reporting until the claim was resolved,delinquencies were reported on his credit profile. On April 3, 2024, an update was sent to the Credit ****************** (CRAs) to remove this information from Mr. ****** credit profile. We sincerely apologize for any inconvenience this error has caused and ask that ************** please allow at least ***** days for this update to reflect with the CRAs. We have also verified that the insurance funds are in the process of being applied to Mr. ****** account and once this is completed, MFS will be able to provide an updated account balance.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate *********************** for bringing this matter to our attention. If ************** should have any further questions, he 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 response

  04/18/2024

  I am rejecting this response because:   

  The timeline they have mentioned for clearing the credit report is not acceptable. It affects me greatly because I have been actively scouting for rental apartments as I am on a notice period with my current one.

  I would also want Mazda financials to compensate me financially for the mix up at their end. 

  This entire process has been extremely consuming for me to say the least along with the actual effects it has had on my profile.

  Also, I am yet to receive a formal communication from Mazda Financial as requested.

  Business response

  04/22/2024

  April 22, 2024
  
  BBB Case: ********
  Contact Name: ************************
  Account Number: **********
  
  The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding Sharad Jajoos concerns and request for compensation associated with the above-mentioned vehicle account.
  
  Our records reflect *********************** also filed a complaint, with the Consumer Financial ***************** (CFPB), on April 18, 2024, 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 Toyota 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. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.

  Customer response

  04/23/2024

  I am rejecting this response because:   the issue has not been resolved yet. The investigation has been going on for a long time and no action has been taken. The account has not been settled yet. The request for compensation has not been updated.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mazda Financial Corporation has thoroughly disappointed me, and I'm compelled to share my exasperation. While Mazda's cars might live up to expectations, their financial arm is a different story altogether and not in a good way. If you're considering buying or leasing a Mazda, brace yourself for the potential ordeal with Mazda Financial Services. One would assume that a financial entity's fundamental aim is to streamline payment processes. Regrettably, my experience has been anything but streamlined.For over three arduous months, I've been caught in a futile loop, trying to get my car added to their online portal. Despite numerous calls and messages, the cycle of opening and closing tickets without resolution is bewildering. How can something as basic as adding a vehicle to an account for billing purposes be this complicated? The inefficacy is baffling.The "solution" provided insisting on telephone payments each month is a relic of the past that I'd hoped we'd moved beyond. Yet, here I am, dreading the monthly ritual of lengthy holds and the inefficiency of phone payments. It's 2024, and the expectation for seamless online transactions is not only reasonable but standard.The leadership or the team responsible for the website needs a thorough reevaluation. A functional, user-friendly website isn't an extravagant request; it's a basic necessity for conducting modern business. Mazda Financial Services must prioritize addressing these glaring issues if they hope to retain and attract customers. The current state of affairs is unacceptable, and profound changes are imperative for them to meet the standards expected by consumers today.

  Business response

  04/15/2024

  April 15, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding accessing the above-referenced vehicle account to via the *** customer website.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Based on the information provided to ***, *********************** is only associated with one *** account, which is referenced above. *** recognizes our customer has made multiple inquiries regarding another Vehicle Identification Number (VIN), and that account is linked to a different customer.
  
  Our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule regarding the vehicle referenced above.
  
  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 TMCC or its affiliates.

  Customer response

  04/15/2024

  I am rejecting this response because: The response is not accurate. For the last 4+ months, I have tried to add a vehicle to my portal. Mazda continuously closes my tickets without resolving the issue. I have a new 2024 Mazda (lease) and I want to add it to my online portal, so I can pay the bill. I do not understand why this is so difficult.

  Business response

  04/18/2024

  April 18, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the follow up complaint filed against *** regarding *********************** accessing the above-referenced vehicle account via the *** customer website.
  
  *** has confirmed that our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule associated with the vehicle referenced above; therefore, confirming our customer does have access to the online portal and was able to add the vehicle account and successfully schedule payments.
  
  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 TMCC or its affiliates.

  Customer response

  04/18/2024

  I am rejecting this response because: I am writing again to express my frustration with the inability to add my new car to my online account. Previously, I had a 2021 Mazda registered, but now I have leased a 2024 model. Despite my attempts, the new vehicle does not appear in my profile. If there exists an online profile for my 2024 car, please delete it. Additionally, I request that all accounts associated with both my old and new leases be deleted. Given the persistent issues in updating my account details, I suggest resetting everything so I can start afresh. At this point, I am at a loss and see no other viable option.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have owned 3 Mazdas Including the one I own now. And it will be the last one I own. Due to an error on gap insurance when my 2018 mazda cx5 was totaled and paid in full since i was not at fault. I got stuck paying $500 which was paid to Mazda financial and now It has taken over a week to get a letter corrected that needs to say paid in full and they stated they would Email it to me in a day or 2 and now they tell me theres no time frame on when they will email it to me. But yet they took the payment right away. All for a simple letter correction.

  Business response

  04/12/2024

  April 12,2024
  BBB ID # ********
  ***************************
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *************************** regarding a correction to her credit report. First and foremost, MFS would like to thank **************** for bringing these concerns to our attention.
  
  We have requested this account report as a paid charge off as of 03/29/2024. As of the date of this response, an update has been sent to the CRAs. We ask that *************** allow at least ***** days for this update to reflect with the CRAs. Our records also show that an account status letter was sent to *************************** by email on April 8, 2024 showing her account has a $0.00 balance.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate *************************** for bringing this matter to our attention. If **************** should have any further questions, they may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car lease with Mazda Financial. I submitted a form from the *** to their office by fax on January 15, 2024 so they can submit the required documents (original title) for me to get my car registration up-to-date. They have not yet completed this task. I called back on January 16 to ensure they have received the *** form and they confirmed they received my fax.I called back in February. They said they sent out the original title to the *** on February 11. I contacted the *** on March 15 and they said they still have not received it so I called Mazda Finacial again and they said they LOST my title or never had it and they got an NEW COPY March 6 2024.I provided them with *** account so they can overnight my title to the *** by Monday March 18.Today is March 25th and it still has not been sent out yet. I called Mazda financial today to see what the status was, and I am being told again by a representative that they do not have a title to my vehicle.I am being lied to every time I call. They do not have a title to my lease with them.I pay every month for a car I cannot use.My car has been having an expired registration for months and they will not help me.Please help!!!

  Business response

  04/01/2024

  April 1, 2024
  
  BBB Case: ********
  Contact Name: ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the state-to-state transfer of the title for the above referenced account.
  
  On January 18, 2024, MFS requested to have the original title printed by the ************** Department of Motor Vehicles (** ***). *************** is an electronic titling state, which means their vehicle title is held electronically with the *** and a paper title is not immediately available for MFS. This request was made as a result of our customers request to transfer the title from ************** to **********. On February 9, 2024, when MFS did not receive the printed title, a duplicate was ordered. As of April 1, 2024, MFS has not received the duplicate title.
  
  MFS has been advised that the ** *** service level for a duplicate title should be six to eight weeks. Due to the fact that the expected service level has passed, several calls have been placed to the ** *** with no success. Rest assured we will continue our efforts to reach the ** *** in order to avoid requesting a second duplicate title and restarting the 6-8 week time frame.
  
  Per recent account notes, ******* ******* has advised they are no longer relocating to ********** and instead now registering in ******** We would like to provide them with a permission letter authorizing ******* ******* to register their vehicle in ********, along with a copy of ** title. To do so, we will need their current address updated on their account. This will also ensure the title is sent to the correct address once it is received.
  
  We respectfully request they call us to provide an updated address at their earliest convenience for the *** location that will work with them for registration purposes.
  
  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 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.

*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. ↩