ComplaintsforMazda Financial Services

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern , I am writing this because I am a victim of identity theft through your company . I have a police report and my identity theft website confirmation, I have also received a dispute form to mail into you guys . Mazda has been no help what so ever even when I consistently call in and there is nobody from the disputes department to help over the phone . This needs to be fixed as soon as possible because it is effecting my living situations and I have been trying to get it resolved for months . At this point I am even willing to work something out to pay and get it off my credit with you guys .

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2021/12/17) */ December 17, 2021 BBB Complaint ID#:XXXXXXXX ***** ********* Mazda Account#:XXXXXXXXXX This is a response to the complaint filed by ***** ********* against Mazda Financial Services (MFS). We appreciate the opportunity to address his concerns regarding claims of attempted identity theft on the contractual agreement completed with Fontana Mazda (dealership). After reviewing the account in detail, we show that Mr. ********* filed a separate complaint with the Consumer Financial Protection Bureau (CFPB) on December 2, 2021, regarding the same concerns. We provided our business response on December 17, 2021 to the CFPB website, as it relates to the outcome of our investigation. Please see our business response below: Thank you for bringing your concerns to our attention. Our records reflect that on May 15, 2020, you signed a retail contract for a 2020 Mazda3 with 72 payments of $509.30 due on the 29th of each month, with the first payment due on June 29, 2020. A review of our records reflects that the vehicle was repossessed on October 11, 2021, and we mailed you the attached post-repossession letter, dated October 13, 2021, informing you that you could redeem (purchase) the vehicle or reinstate the contract by paying the full amount owed by November 5, 2021, after which time the vehicle would be sold in a private sale. Neither option has been exercised to date. Following your claim of fraud, our Fraud Department investigated your account but was not able to validate fraud. Among other findings, it was noted that the phone number on the account is the same number noted in the complaint and in the police report. This number was also used to call Customer Service on October 12 and 13, 2021. In addition, the date of birth (DOB) and driver license (DL) number reflected on the ID Theft Affidavit match the information that we have in our records. If you have additional information supporting your allegation that the account resulted from fraud, please contact us at the number listed below. Because we are required to report your payment history accurately to the CRAs, and we were not able to validate fraud on your account, we are unable to remove any adverse information from your account. However, it is our understanding that you may add a 100-word consumer statement to your credit profile explaining the circumstances that led to the adverse reporting. Please contact the CRAs for assistance in placing the statement on your profile should you choose to do so. As a courtesy, the contact information for the CRAs is provided below. Equifax Credit Info Services P.O. Box XXXXXX Atlanta, GA XXXXX ************ Trans Union Corporation P.O. Box 2000 2 Baldwin Place Chester, PA XXXXX ************ Experian P.O. Box 2104 Allen, TX XXXXX ************ Innovis Customer Service P.O. Box 1689 Pittsburgh, PA XXXXX-XXXX. If Mr. ********* should have any further questions, he may contact our Customer Service Center directly at X-XXX-XXX-XXXX. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We mailed a payoff check to Mazda financial 10/20/2021. On 10/25 that check cleared the bank account. On 11/4 I called Mazda as it still had not been posted on my account. They state they never received the check and that the certainly never cashed it. When I asked them to look it up based on a payment amount or check number they refused. They have basically stolen thousands of dollars from me and refuse to help me. I would never use this company again.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/11/18) */ November 18, 2021 BBB Complaint ID#:XXXXXXXX **** ******* Mazda Account#:XXXXXXXXXX This is a response to the complaint filed by **** ******* against Mazda Financial Services (MFS). We appreciate the opportunity to address his concerns regarding his payoff not reflecting on the account referenced above. After reviewing the account in detail, we show that Mr. *******'s payoff funds of $6,444.00 along with an additional payment of $80.10 were both located and successfully applied toward his account. Unfortunately, the funds were initially misapplied to a different account when received on October 22, 2021. However, a request was submitted to research the misapplied payment and reverse the funds from the incorrect account. Subsequently, they were applied correctly to Mr. *******'s account. We confirmed they are now reflecting appropriately on his account as of November 5, 2021 with an effective date of October 22,2021. We also reflect that Mr. *******'s account is closed and paid in full as of November 10, 2021. We want to apologize to Mr. ******* for any inconvenience that this inadvertent error may have caused him with the delay in processing his payoff. Please know, we attempted to contact Mr. ******* by telephone to provide him with this same information, but we were unsuccessful. If Mr. ******* should happen to have any further questions, he may contact our Customer Service Center directly at 1-866-693-2332. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission. Consumer Response /* (2000, 7, 2021/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle financed through Mazda American Credit sometime around 12 years ago. Since then, I have paid off the vehicle, but I never received the title. They also did not release the lien to the vehicle. I'm attempting to get rid of the car and called to get the title, but they do not have it. They told me that they would send a lien release back in July and I have called frequently yet no one has received this lien release. I'm looking to get the title of lien release in my hand ASAP. Preferably by email.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/10/12) */ October 12, 2021 BBB Complaint ID#:XXXXXXXX ****** ***** This is a response to the complaint filed by ****** ***** against Mazda Financial Services (MFS). We appreciate the opportunity to address her concern regarding the title release of her vehicle. In reviewing our records, we do not reflect that Ms. *****'s vehicle was financed through MFS, but instead through a different lien holder, Mazda American Credit. Unfortunately, we are unable to retrieve any account information or details on her title release as the lienholder is a separate entity from MFS. We ask that Ms. ***** work directly with Mazda American Credit to retrieve the proper details for her title status. We attempted to contact Ms. ***** to inform her of this same information, but we were unsuccessful. If Ms. ***** should have any further questions, she may contact Mazda American Credit directly at 1-800-945-6000. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mazda financial services would not discuss anything with me, even though all my information including email address and telephone number are listed below on the account, previous representative was able to assist me with everything, but the new representative Deidra just stated that she can't help me even though I provided my wife's social, the account number and had all the rest of the verifying information that they would need, customer representative Deidra was nasty on the phone and not remorseful at all based on the fact my wife was in a car accident and I just needed to find out details about payment and why they had taken an extra payment even though our insurance had paid in full for the total loss of the car. Simple question, was met with rudeness and just plain aggregation with absolutely no help or sympathy!

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/09/22) */ September 22, 2021 BBB Complaint ID#:XXXXXXXX **** ****** This is a response to the complaint filed by **** ****** against Mazda Financial Services (MFS). We appreciate the opportunity to address his concerns regarding his experience while attempting to gain access to his spouse's account. First and foremost, we are sorry to learn that Mr. ******' spouse was involved in a car accident, and we hope for a speedy recovery for all parties involved. We also apologize to Mr. ****** for the experience he had with one of our team members during a telephone conversation held on August 24, 2021when requesting account information. We informed Mr. ****** that we value and appreciate our customer's business with Mazda and it's our goal to provide him with correct information regarding any addressed concerns. We also ask that all of our team members always provide a courteous and respectful experience to our customers while providing a solution and assistance to any questions being asked. Please know that MFS is committed to protecting the privacy of our account holders, and as a result, we are unable to discuss account specific information to unauthorized 3rd party individuals without prior authorization from the account holder. Unfortunately, our records indicate that Mr. ****** is not listed as an authorized individual on his spouse account or contract, and we are unable to address his concerns in detail. We appreciate Mr. ****** for taking the time to share and provide his feedback about his experience, as this will help us identify areas that may require improvement. We informed Mr. ****** of this same information during a telephone conversation held on Monday, September 20,2021. If Mr. ****** should have any further questions he may contact our Customer Service Center directly at X-XXX-XXX-XXXX. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Poor response, lack of information given. Business Response /* (4000, 9, 2021/09/30) */ September 30, 2021 BBB Complaint ID#:XXXXXXXX **** ****** This is a response to the rebuttal filed by **** ****** against Mazda Financial Services (MFS). We regret to learn that he is dissatisfied with our previous response regarding access to his spouse's account. Please know that we are unable to provide or release Mr. ****** with account information since the contract is only listed under his spouse's name. Our Customer Service representatives will discuss account information with the listed account owner, as she is the primary individual responsible for her loan. Unfortunately, our decision remains the same and we have upheld our response that was provided to Mr. ****** on September 22, 2021. If Mr. ****** should have any further questions, he may contact our Customer Service Center directly at 1-866-693-2332. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ****** *****. I am a Consumer Natural Person and original creditor. This affidavit is in reference too consumer transaction number or account number XXXXXXXXXX. Mazda Financial Services and their dealership Fontana Mazda have knowingly committed fraud against me. Both parties are in violation of my Consumer rights. Both parties are in violation of the Truth In Lending Act pursuant to 15 USC 1601. Mazda Financial Services and their dealership Fontana Mazda is also in violation of the Fair Debt Collection Practices Act pursuant to 15 USC 1692a, 15 USC 1692b, 15 USC 1692c, 15 USC 1692d, 15 USC 1692e, 15 USC 1692g 15 USC 1692j 15 USC 1692k. Please take notice that this is a criminal investigation of the business practices of the above named organizations or other government unit, it's agents, officers, employees, and attorneys to determine violations of the United States criminal laws. The enclosed claim is founded upon Title 15 USC 1692e 15 USC 1692j falsifying of documents.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/09/20) */ September 20, 2021 BBB Complaint ID#:XXXXXXXX ****** ***** Mazda Account#:XXXXXXXXXX This is a response to the complaint filed by ****** ***** against Mazda Financial Services (MFS). We appreciate the opportunity to address his concerns regarding his contract and experience with Fontana Mazda (dealership). After reviewing the account and contract in detail, we confirmed that Mr. ***** completed and signed a contract at Fontana Mazda on November 3, 2020, for a 72-month term, with a scheduled maturity date of November 18, 2026. Additionally, we spoke with the Finance Manager and Office Manager of the dealership, who both stated that Mr. ***** was present during the vehicle purchase and understood the terms and agreements written in the contract. We were informed that Fontana Mazda's attorney, Rick Stavin, is currently handling a similar complaint by Mr. ***** and will be providing a separate response to his concerns. The dealership's management team will also be responding to the separate Better Business Bureau (BBB) complaint Mr. ***** filed against the dealership. Please know, we have attached a copy of Mr. *****'s contract for his records. The contract is sufficient under California law to create a valid obligation by Mr. ***** to Mazda Financial Services. Our records reflect that Mr. ***** has an outstanding contract balance of $29,476.93. Unfortunately, we are unable to honor his request to remove the account from his tradeline, as we are reporting accurately and have confirmed the dealership completed his contract appropriately. We also do not show that any type of fraud or violations have been committed by Mazda Financial Services on Mr. *****'s contract. Please know, we attempted to contact Mr. ***** to advise him of this same information, but we were unsuccessful. If Mr. ***** should have any further questions regarding the account, he may contact Fontana Mazda directly at XXX-XXX-XXXX. We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission. Consumer Response /* (3000, 8, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fontana Mazda & Mazda Financial Services operate under the Truth In Lending Act. Under the Truth In Lending Act I ****** ***** am a Consumer Natural Person. Not a "Buyer" Fontana Mazda used deceptive tactics too secure my signature on their fraudulent document. Fontana Mazda is violating my Consumer rights pursuant too 15 USC 1602 , 15 USC 1635, 15 USC 1692g under the Truth In Lending Act.. If Fontana Mazda disagrees with my understanding then Federal Court will have to determine if I'm wrong. Business Response /* (4000, 10, 2021/09/29) */ September 29, 2021 BBB Complaint ID#:XXXXXXXX ****** ***** Mazda Account#:XXXXXXXXXX This is a response to the rebuttal filed by ****** ***** against Mazda Financial Services (MFS). We regret to learn that he is dissatisfied with our previous response regarding his contract agreement with Fontana Mazda dealership. According to our contract terms and agreements used by our local independent Mazda dealerships in connection with the lender, MFS, we have an authorized document titled, "Electronic Contracting and Signature Acknowledgment", which is used for contract completion by the dealer. The consent disclosure on the document states "our customers agree that the contract is an electronic contract execute by using your electronic signature, your electronic signature signifies your intent to enter into this contract and that this contract will be legally valid and enforceable in accordance with its terms to the same extent as if you had executed this contract using your written signature and the authoritative copy of this contract shall be that the electronic copy of electronic records, which shall be deemed held by us in the ordinary course of business". Our records reflect that Mr. ***** completed and signed the consent form acknowledging full understanding of the contract terms on November 3, 2020. Unfortunately, we do not show that MFS or Fontana Mazda has violated any of Mr. *****'s consumer rights under the Truth in Lending ACT. Therefore, we uphold our previous response provided to Mr. ***** on September 20, 2021, and our position remains the same. If Mr. ***** should have any further questions regarding the account or his executed contract, he may contact Fontana Mazda directly at XXX-XXX-XXXX. We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission. Consumer Response /* (4200, 12, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mazda Financial Services and Fontana Mazda used false, misleading, and deceptive practices against me the consumer. The documentary evidence or "contract" between Mazda Financial Services and ****** ***** the consumer is fraudulent.. I will seek equity and remedy in federal court where my Consumer rights are protected.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a lease with Mazda. I wanted to transfer the lease over to my father. I made a phone call to the company to make sure I completed the paperwork that I received properly. Not only did they not tell me specifically that I can't use myself as my father's co-applicant since I am already on the current lease, but the application was also rejected, which I found out after I made a phone call to Mazda wondering how I should proceed with the lease payment since it was coming up soon. Because I made the follow-up phone call, I found out from the representative that the application for transfer was denied. HOWEVER, I received the letter of "transfer approval" one week after I sent the initial application out to them. They stated that it was an error. They not only wasted my time completing two sets of paperwork but also wasted my time going to USPS to get a $200 transfer fee certified check that I paid cash for, paid for GEICO insurance, and wrote a check DMV as requested by Mazda!

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/09/20) */ September 20, 2021 BBB Case # XXXXXXXX ***** ****** Account Number: XXXXXXXXXX This is in response to the complaint filed against Mazda Financial Services (MFS) by Ms. ***** ******, regarding her dissatisfaction with the decision of her Transfer of Lease. First and foremost, we would like to extend our sincerest apologies for any conflicting information Ms. ****** endured while attempting to Transfer her Lease. It's important to know MFS is unable to approve a Transfer of Lease application with any of the two current borrowers already listed on the contact. Our records indicate Ms. ****** attempted to Transfer her Lease to another party while listing herself on the application. Because Ms. ****** is currently on the lease, we were unable to approve her application. If Ms. ****** would like to remove herself and her co-barrower, she may do so by contacting our Customer Service Center (CSC) and request a new Transfer of Lease Application. It's important to note, the lease must be transferred to a 3rd party who is not currently contracted for Ms. ******'s vehicle. Please know Mazda Financial Services strives for excellence in its customer satisfaction and we apologize for any frustration we may have caused. If Ms. ****** should have any further questions, she may contact our Customer Service Center directly at (XXX) XXX-XXXX, Monday through Friday. We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I leased a 2021 Mazda CX5 through Mazda Financial (now part of Toyota) in January 2021. This involved returning my 2018 Mazda CX5, which I leased from 2018-2021 (also leased through Mazda Financial, but at the time MFS was part of Chase). Per my 2021 lease, total payment was $384.67/month. Once I got access to their website, I realized the dealer put the wrong mailing address for my account so I updated it (to my PO box, which is in the same city/county as my home). I later received an adjustment to my payment of nearly $30/month with no explanation. I've called Mazda Financial multiple times and they said they will resolve because this is an error on their part, but it has been 6+ months with no resolution and I am stuck paying the higher monthly payment so I do not get reported to credit. Their website is buggy so I cannot email them. They cannot resolve/return calls. I would like my payment as per my lease agreement ASAP. I could only attached 2 statements when Mazda site failed

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/09/14) */ September 14, 2021 BBB Case # XXXXXXXX ***** ****** Account Number: XXXXXXXXXXX This is in response to the complaint filed against Mazda Financial Services (MFS) by Mr. ***** ******, regarding the increase in his monthly payment after updating his address. Our records indicate Mr. ****** entered into a Motor Vehicle Lease Agreement (contract) on February 23, 2021, for 36 payments of $384.67 with his first payment due on the day of signing and each additional payment due on the 23rd of each month. Page 2, section 13 of Mr. ******' lease contract ("Official Fees and Taxes") identifies the total amount of taxes he would pay over the term of his lease. The actual total of fees and taxes may be different than the estimate based on changes in the tax or fee rates and the estimate is based on Mr. ******' current address and may increase if he moves or if his tax rate changes. Our records indicate Mr. ****** contacted MFS on March 4, 2021 and requested to add a bill to address to his account. When Mr. ******' bill to address was updated, our system did not recognize the proper tax rate and increased his minimum monthly payment to $411.27, beginning with his April 23, 2021 payment due date. On September 7, 2021 we corrected Mr. ******' tax rate and his payment has been adjusted to $384.67. Our records reflect between April and August 2021, Mr. ****** paid an additional $26.60 on his monthly payments. We credited Mr. ******' account a total of $106.07, which will be applied towards his September 2021 payment. It's important to know this tax rate adjustment was completed after Mr. ******' September billing statement was generated and does not reflect the credit to his account. The current amount due for Mr. ******' September payment is $278.60. We respectfully request that Mr. ****** updates any recurring payments he may have scheduled for his September payment as needed. Please know Mazda Financial Services strives for excellence in its customer satisfaction and we apologize for any frustration we may have caused. If Mr. ****** should have any further questions, he may contact our Customer Service Center directly at (866) 693-2332, Monday through Friday. We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission. Consumer Response /* (2000, 7, 2021/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company seems to have corrected my lease agreement to the amount as signed. It will be until the October 2021 statement before I can ascertain the changes are permanent/correct, but I will contact BBB again if there are any further issues at that time. thank you for your help.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was laid off from my job on April 30th, 2020 due to Covid19. Approximately two weeks prior to my lay off I leased a new Mazda CX-5. I had yet to make a payment on the vehicle when I was laid off. I contacted Mazda Financial Services to explain my financial condition and asked what I needed to do. I was told that they would put my account on "Forebarence until September of 2020". At that time they would review my situation and a decision would be made. On July 17, 2020, I refinanced my house, took a cash advance out of my loan, and paid off the car so I could keep it. I was sent the pink slip and all appeared to be good. I just went through another refi on my house and was informed that Mazda Financial Services had placed a negative mark on my credit due to being late between June and July 2020. I was never told that going on Forebarence would cause a negative report, not verbally during the initial converstion nor in writing. I just challenged the results and was told that it stand

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/08/24) */ August 24, 2021 BBB Case # ******** ******* ******* Account No. ********** Toyota Motor Credit Corporation (TMCC) is in receipt of the complaint filed by Mr. ******* ******* regarding a credit marker received against his tradeline. After a thorough review of Mr. *******' account, our records indicate he began his Motor Vehicle Lease Agreement (contract) on May 11, 2020, for 36 payments, with his first payment of $490.69 due upon signing and each additional payment due on the 11th of each month. Our records reflect on August 11, 2020, Mr. ******* requested an extension of payments on his account, which were granted for his June and July 2020 payments. Unfortunately, we have no record of Mr. ******* requesting two (2) additional extensions for his August and September 2020 payments. Per Mr. *******' payment history, MFS did not receive his August and September payments until October 13, 2020, of which his August 11, 2020 payment was more than 60 days past due. Our records reflect MFS contacted Mr. ******* on several occasions between September 10, 2020 and October 8, 2020. During these conversations Mr. ******* was advised his account was past due and our team members attempted to make payment arrangements. Mr. ******* advised that he recently applied for a reverse mortgage on his home and once he received his check, he would make a payment to MFS. Please know that MFS makes every attempt to positively respond to all of our customers; however, we are required by Federal Law to report all information accurately to the Consumer Reporting Agencies based on our customers payment history. Unfortunately, we are unable to remove the credit marker from Mr. *******' trade line. It is our understanding that Mr. ******* may have the option to add a 100-word Consumer Statement to his credit profile explaining the circumstances that caused this occurrence. He may contact the following agencies to learn more about this option: ******************************************************************************************************************************************************************************************************************************************* Mazda Financial Services strives for excellence in our customer satisfaction. We realize this may not be the response Mr. ******* was hoping for and we apologize we are unable to assist in the manner he was seeking. If Mr. ******* has any additional questions, he may contact our Customer Service Center directly at **************, Monday through Friday. We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission.

*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. ↩