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Dear Ms***: Thank you for allowing BMW Financial Services the opportunity to respond to your most recent complaint submitted through the Revdex.com complaint process regarding your final paymentWe hope the following information and explanation will answer your request Ms***, your most recent complaint alleges the additional finance charges associated with deferred payments was not disclosed in the Terms and Conditions of your Retail Installment Contract (Contract)On the reverse side of your Contract, under Section 1, Finance Charge and Payments, you will see that finance charges are calculated on a daily basis at the Annual Percentage Rate on the unpaid portion of the Amount FinancedAdditionally the Finance Charge, Total of Payments, and Total Sale Price listed on the front side of your Contact as based on the assumption that every payment will be made on the date it is dueAs we have previously explained, the finance charge of $14,listed on your Contract is based on payments of $made on your payment due dateYour delinquent payment history resulted in additional finance chargesPaying early, or paying more than your required monthly payment, will result in a smaller finance chargePaying late or deferring payments will cause you to pay more than the finance charge listed on your ContractEach deferment extended your Contract by one month; however, your deferments were not a forgiveness of debt Each of your monthly Account Statement lists your maturity date and full payoff amountThere was no balloon payment added to your ContractOur response remains unchanged; all interest, fees and charges are valid and were billed in accordance with your Contract If you have any questions regarding your account with BMW Financial Services, please contact me, Kaylan L*** at ###-###-####, Monday through Friday, from 8:a.mto 5:p.mET, or by mail at either address listed on this letter Yours sincerely, Kaylan L*** Senior Account Specialist BMW Financial Services NA, LLC

Dear Mr***: Thank you for giving us the opportunity to address your issue through the Revdex.com complaint processWe hope the following information will fully assist you Mr***, we are sorry to hear our first response was not satisfactoryMINI Financial Services is a captive lenderTherefore, all of our contracts are signed and agreed upon at a dealership prior to being funded by MINI Financial ServicesThe application you referenced in your response did meet our underwriting guidelines, and the concern you raised in your original complaint has been correctedYour address, as referenced above, is no longer associated with the customer accountWe regret we are unable to offer any further information due to consumer privacy guidelinesYours sincerely, Adam Ma*** Senior Account Specialist MINI Financial Services

I am a victim of identity theftI submitted my police report and identity theft affidavitI call Janeen M*** on May 23rd at ###-###-#### in regards to this fraudulent matterI did inform her that the account ***XXXX is NOT mineI requested BMW Financial Services to send me proof of the fraudulent accountI NEVER received anything by mailI've been disputing this account for monthsBMW is reporting that the account was opened on my birthday June 1st, I did explain to Janeen M*** that I never opened any account nor tried to obtain any credit on my birthdayI need BMW Financial Services to deleted this fraudulent account off my credit report ASAP because the company can NOT provide me any proof that this account was opened on my birthdayBMW Financial Services has been hurting my creditWhere is the proof???? I will send my supporting documents via email, mail and fax to the Revdex.com, FTC, Equifax, Experian, Transunion and BMW Financial ServicesThis account is NOT minePlease have this fraudulent account removed from my name, social and credit bureausThank you!

Thank you for giving us the opportunity to address your issue regarding the way we have reported your payment history to the credit reporting agencies through the Revdex.com complaint processWe hope the following information and explanation will answer the request addressed in your
complaint
BMW Financial Services is committed to reporting account information to the credit reporting agencies regarding the payment experience we have with our customersIn an effort to resolve your request, we researched your account and verified three payments were received 30-days past due and two payments were received 60-days past dueOur records indicate we are also reporting your account as involuntarily repossessed and charged off with an unpaid balance
BMW Financial Services furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA)The FCRA requires the information provided by BMW Financial Services be accurateAccordingly, BMW Financial Services does not instruct the credit bureaus to remove derogatory information unless our reporting of the account information is inaccurateIn this case, the data BMW Financial Services furnished to the credit bureaus is accurate
We understand the events and situation mentioned in your letter impacted your ability to meet your contractual obligationsAlthough we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any payment history we have correctly reportedWe have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteriaBecause we have no evidence indicating our reporting of your account is not accurate, we are unable to accommodate your request to change the way we are reporting your payment history to the credit reporting agencies. Additionally, the length of time that a tradeline remains on your credit report is governed by the credit reporting agencies, not BMW Financial Services
If you have any questions, please contact me, Paul Ivinskas at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter

This is a BMWFS issue which should be redirected to the Revdex.com in Central Ohio

Dear Ms***: Thank you for giving us the opportunity to address your payment deferral request through the Revdex.com complaint processWe hope the following information and explanation will answer the issues addressed in your complaint Several factors weigh into
our decision to grant the use of payment deferralsAs discussed with our representative on May 31, 2017, a customer’s current employment status is one of those factorsHowever, after reviewing your account and complaint, we have concluded we are able to offer the use of two payment deferrals at this timeUpon utilizing these deferrals, you will have used four of the six deferrals available to you over the life of your financing agreementPlease keep in mind only two deferrals may be used in a twelve month period For more information, and to complete the processing of your payment deferrals, please contact us at ###-###-####, Monday through Friday, from 9:a.mto 6:p.mET, or by mail at either address listed on this letter Yours sincerely, *** *** Collections Team Lead *** *** ***

I understand that my account was late and that it was necessary to report to the credit agency accordingly. However, my issue was with #1 the lack of willingness to work with me to place a pay schedule (including the fact that I offered on several times to set up recurring biweekly payments), I feel that you should be able to make partial payments. It is not always feasible to save money, especially in today's economy that situations arise. #2 I was told each time that I needed to speak with my account manager but no one could give me a name or contact information for this person. I believe that if you account is going to be assigned to a specific person you should be provided that information up front so you have a direct contact line to that person. #3 Finally after weeks of calling I was able to submit a partial payment and then next week a full payment. So partial payments can be made you just have to be persistent. It was only after I told the representative that I had contacted the Revdex.com, that he agreed to take the payment. I feel that if your objective is to work with the client that includes either setting up prearranged payments or partial payments, regardless of payment history. I understand I used both deferments but I still needed someone to work with me and my situation to get caught up.

Dear Mr. [redacted]:
Thank you for giving us the opportunity to address your concerns through the Revdex.com complaint process. We hope that the following information and explanation will assist you.
Mr. [redacted], our records indicate we received your case through the Consumer Financial...

Protection Bureau (CFPB) portal on October 20, 2015 and issued our response on October 30, 2015. Attached is a copy of that response.
We regret to hear of any negative experience you may have had at BMW of [redacted]. Your concerns have been forwarded to BMW of North America.   Because BMW Financial Services only accepts assignment of the Contract after its terms have been finalized, we are unable to alter them. We are unable to accommodate your request to provide credit for a down payment not included on the Contract or otherwise alter the terms of your Contract. 
If you have any questions, please contact me, Brady H[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.

Dear Ms. [redacted]:   Thank you for giving BMW Financial Services the opportunity to address your issue regarding property tax through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   BMW...

Financial Services, as the vehicle owner, is billed directly for Personal Property Tax on leased vehicles in ten states. We pay the tax to the jurisdiction and then bill the customers in accordance with their Motor Vehicle Lease Agreements. Pursuant to the terms of your Motor Vehicle Lease Agreement (Lease Agreement) you agree to reimburse us for any property taxes billed on your account. We received a billing of property tax from Stamford, Connecticut in the amount of $755.92 for the time period October of 2014 through September of 2015. We have submitted the plate cancellation and New York Registration to Stamford and received a tax abatement refund in the amount of $692.92 which we have applied toward your account. The remaining property tax balance of $63.00 is for one month’s worth of property tax for October of 2014. After a review of the account we have also removed all late fees and fines assessed in connection with the property tax.   The $350.00 disposition fee is a contractual fee disclosed in your Lease Agreement, assessed to compensate for the expenses of selling or otherwise disposing of the vehicle. These expenses may include vehicle cleaning and reconditioning costs, vehicle inspection fees, transportation costs, storage fees, auction fees, administrative costs and funding costs until the vehicle is finally sold. As a loyalty reward, the disposition fee is waived if you finance or lease your next new or certified pre-owned BMW financed through BMW Financial Services either two months prior or within six months after the end of your lease term. The disposition fee is subject to an 8.875% sales tax. The total charge for the disposition fee is $381.06.   We received an extra payment in the amount of $267.04 which was applied toward your account. When this credit is applied toward the property tax of $63.00 and the disposition fee of $381.06 it results in a net balance of $177.02. We have enclosed an updated Account Statement for your convenience.   To close your account, please remit payment to BMW Financial Services in the amount of $177.02. You can process your payment by credit card or UltimatePay (automatic debit from your checking or savings account) through your My BMW online account at [redacted].com or through our automated telephone service, 24 hours a day, by calling ###-###-####. Please note, your card issuer may impose a cash advance fee or other charges for paying BMW Financial Services by credit card. Fees and other charges are imposed by your card issuer and not BMW Financial Services. Alternatively, you may direct your check (with the account number in the memo line) to the payment address listed below.   BMW Financial Services [redacted] Phoenix AZ  85062-8103   BMW Financial Services apologizes if your lease end experience did not meet your expectations. We hope our resolution has restored your faith in BMW Financial Services. If you have any questions, please contact us at ###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m. ET, and Friday, from 9:00 a.m. to 6:00 p.m. ET. Yours sincerely,       [redacted]   [redacted]
         
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[redacted]

Dear Mr. [redacted]   Thank you for giving us the opportunity to address your issue regarding limited third party financial management application access to your My BMW account through the Revdex.com complaint process. We hope the following information and explanation will...

answer the issues addressed in your complaint.   Mr. [redacted], we understand you encountered an error when attempting to access your account information through [redacted], a third party financial management application. At BMW Financial Services (BMW FS), we have made a business decision to limit access to our customers’ online accounts via third party financial management applications such as [redacted], Quicken, and Performance Capital to reduce heavy site traffic, causing outages and additional problems for all of our customers.   In your complaint, you advised you are able to access other online accounts through [redacted]. We understand your frustration; however, BMW FS cannot comment on the extent to which other companies allow online access to their customers’ account data. BMW Card Services is a division of BMW Bank and therefore, is a separate company from BMW Financial Services. Your transaction history and payoff information for your automotive finance account are available at any time through our website or upon request, through our telephone service.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Mathew R[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter. Yours sincerely,       Mathew R[redacted] Senior Account Specialist BMW Financial Services NA, LLC

Not only does the response not address my issue it contains false statements. My lease was not past due as I had called in to extend the term while shopping for my new lease with BMW. Furthermore, I don't see anything that even remotely discusses the poor service and handling of my situation by treating me as if I'm a delinquent debtor. All that was done in the response was a copy and pasting of terms if my lease and nothing notes the human aspect of specific events that took place outside of the terms. I find the service and response with BMWFS unsatisfactory.

Dear Ms. [redacted]:   Thank you for giving us the opportunity to address your issue regarding your payoff through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   Ms. [redacted], the invoice dated July 28, 2016 enclosed with your letter reflects a payoff balance of $2,481.09 good through August 16, 2016, listed under the Account Summary.  The total amount due of $923.80 listed under the Amount Due and Remittance Section refers to the current monthly payment amount due, not the remaining balance of your Retail Installment Contract (Contract). Our records indicate no payoff amount was discussed in your contact with us on August 15, 2016.   Additionally, the only increases in the amount owed to satisfy your account can be attributed to the accrual of interest as well as late charges billed in accordance with Section 4 of your Contract. For your convenience, we have enclosed a copy of your contract as well as an amortization schedule.   Ms. [redacted], while we apologize for any frustration this situation may have caused, we can confirm that the payoff amounts listed on your account statements and provided to you during your call on October 5, 2016 were accurate. We can also confirm your account was paid in full and closed on November 12, 2016. This assumes that all payments posted to your account were made with good funds, were valid, and were not applied to your account in error.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Jennifer N[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter. Yours sincerely,       Jennifer N[redacted] Senior Account Specialist BMW Financial Services NA, LLC   enclosures:              Retail Installment Contract Amortization schedule

The response by BMW Financial Services ("BFS") is unacceptable because it fails to adequately address the issues raised in the complaint.  First, the letter by BFS selectively references sections of the Lease Agreement and omits reference to other relevant sections of the Lease Agreement and Manuals referenced therein.  Second, BFS has failed to include the entire Lease Agreement in their response including the specific sections (20 & 33) referenced in their letter.  Upon reviewing those sections on my own copy, I can see why these sections were not provided.With regards to Section 29 of the Lease referenced by BFS, the vehicle was returned and inspected by a BMW representative at the time of return.  Again, the BMW was commented on to be in excellent condition and no comment was made regarding any excess wear and tear. Interestingly, BFS makes reference to Section 20 of the Lease.  The relevant portion reads: "I agree to maintain, service, repair, and recondition the Vehicle during the Lease Term...as recommended in the Vehicle owner's manual."  Upon looking at the owner's manual, the manual does not make reference to any specific dates or mileage where service is required.  Instead, it states that: "The [Vehicle] maintenance system directs you to the required maintenance measures...Sensors and special algorithms take into account the driving conditions of your vehicle.  Based on this, Condition Based Service determines the maintenance requirements."  See page 172 of the Owner's Manual.  This language is confusing and unclear as to what the maintenance requirements are.  It appears that the owner is to rely on the Vehicle Computer System to advise as to when maintenance is required.  If this is the case, then any malfunction in the Vehicle computer system would prevent an owner or lessee from knowing when to service the vehicle.  Additionally, as stated in the initial complaint, there was no warning or maintenance notice by the vehicle maintenance system indicating that a service was due at the time of the return of the Vehicle.  Additionally, no service issue or warning light was noted by the BMW representative who initially inspected the vehicle upon return.  As such, there was no failure by the lessee to complete a required service.Additionally, the Owner's Manual makes reference to the Service and Warranty Information Booklet ("Booklet") for additional information on service requirements.  One of the first things included in the Booklet is language stating that the BMW Maintenance Program included with the Vehicle  includes "No cost factory-recommended maintenance for 4 years/50,000 miles from the original in-service date, whichever comes first."  See Page 1 of the Booklet.  Furthermore, the Booklet states that Condition Based Service ("CBS") "is a further development of the Service Interval System.  The remaining times for selected maintenance tasks as well as any legally prescribed dates are displayed to you individually...CBS thus determines the current and future maintenance requirements."  See Page 5 of the Booklet.  As previously mentioned, at the time of the return of the Vehicle neither the lessee nor the BMW representative noted a service light nor warning from the CBS indicating that a service was due or past due.  Lastly, it is worth noting that the Booklet also does not contain any reference to any specific dates or mileage where service is required.  In fact, it states that "[t}he maintenance requirements for your vehicle are determined dynamically by the Condition Based Service (CBS) system."  See page 7 of the Booklet.Lastly, for arguments sake, assuming there is excess wear and tear on the Vehicle, Section 33 and 30 of the Lease provide clarification.  Section 33 of the Lease states that "I agree to pay you the costs of all repairs to the Vehicle that are not the result of normal wear and use, whether or not you actually repair the Vehicle.  Excess wear and use includes, but is not limited to...damage (including damage to the engine) due to failure to maintain the Vehicle in accordance with Section 20..."  As such, the failure to service the vehicle by itself is not excess wear and tear as argued by BFS.  There needs to be a showing of DAMAGE as a result of failing to service the vehicle.  This has not been shown and in fact cannot be shown as the Vehicle was returned six (6) days after the purported service date argued by BFS.  In addition, Section 30 also clarifies that "Any Excessive Wear and Use Charges (Section 33) shall not exceed the actual cost of repairs or an itemized estimate of the cost of any such repairs prepared by a licensed appraiser as required by law."  Again, no damage to the Vehicle has been demonstrated as a result of failing to service the vehicle for six days (oil change and tire rotation) and any actual cost of service, assuming this is damage which it is not, is well below the $750 charge.Based on the initial complaint and response above, the excess wear and tear charge is not a valid and chargeable item and should be removed.Regards,[redacted]

Dear Mr. [redacted]:   Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com regarding how we have reported your payment history to the credit reporting agencies. We hope the following information and...

explanation will assist you.   In an effort to resolve your request, we researched your account and verified one payment was 30-59 days past due. The payment due August 10, 2016 was 30 days past due when your vehicle was returned on September 9, 2016.   Mr. [redacted], we have enclosed a copy of your Lease Extension Authorization you signed and agreed to stating “this document will act as your Account Statement for your August 10, 2016 payment. In accordance with the terms of your Lease, monthly payments and/or other charges previously billed to your account will continue to be due on their contractual due date”. A physical monthly Account Statement was not generated and was not required to remit your August 2016 payment. Based on the results of our investigation, we do not have sufficient justification to change the way we are reporting your payment history to the credit reporting agencies under the guidelines and regulations we are required to follow as a Data Furnisher.   As a financial services provider we are required to report payment histories pursuant to established guidelines. Because we have no evidence indicating our reporting of your account is not accurate, we are unable to accommodate your request to remove the delinquency from your credit report.   If you have any questions, please contact a Customer Service Advocate at ###-###-####, Monday through Thursday, from 9:00 a.m. to 9:00 p.m. ET and Friday from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on the left hand side of this letter.   Yours sincerely,       Paul I[redacted] Senior Account Specialist BMW Financial Services NA, LLC   enclosure:               Lease Extension Authorization

Dear Mr. [redacted]:   Thank you for giving us the opportunity to address your concerns regarding the final payment and refund for your referenced account through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in...

your complaint.   Alphera Financial Services prides itself on providing premium customer service and we are sorry your recent experience did not meet your expectations.   Your complaint references a payment posted to your account after the referenced vehicle was traded to a dealership. As explained in our payoff documents, the payoff instructions available on our website, and on the reverse side of each monthly Account Statement, “all funds are credited the day they are received and can take 1-2 business days to be reflected on your account”. We received a payoff check for your referenced account on August 5, 2016. In accordance with these normal processing times, the payoff check was posted to your account on August 8, 2016. We are sorry to learn of any dissatisfaction you experienced with our payment or payoff processing times.   Mr. [redacted], the payoff documents provided on August 4, 2016 also include the disclosure “This account is currently set up on EasyPay. EasyPay will remain active until the payoff is received and your account is paid in full.” Because your EasyPay enrollment was not cancelled, EasyPay posted your scheduled monthly payment of $671.26 on August 6, 2016. Typically, payments will withdraw within five business days from the date they are posted to your Alphera Financial Services account. However, if our first attempt to collect the funds is unsuccessful, we will attempt to collect the funds a second time from your bank account before marking a payment as returned. The August 6, 2016 payment was not returned to Alphera Financial Services. To confirm the date which the funds successfully cleared your account, we recommend contacting your bank.   After the August 6, 2016 payment and payoff posted, an overage of $756.68 existed on your account. Our records confirm we issued this overage as an Automated Clearing House (ACH) refund directly into the bank account from which we drafted the August 6, 2016 payment. We initiated this refund to your bank account ending in 7007 on August 11, 2016. In our experience, these funds can take up to five business days to reflect in your bank account. To confirm delivery of your refund, we recommend contacting your bank. Our records show you were provided a copy of your bank statement illustrating the deposit to Alphera Financial Services on August 24, 2016.   Mr. [redacted], we have already refunded the payment as requested in your complaint and will not be issuing any further refunds; however, we hope our response has fully clarified the timeline of the recent payment and payoff, as well as the activity you have seen on your bank account.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Michael G[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.   Yours sincerely,       [redacted] Senior Account Specialist Alphera Financial Services NA, LLC

I am rejecting this response because: Please see...

attachment. To Whom It ConcernsMr. S[redacted] has not reached out to me regarding this matter. When I called BMW Financing they did not know who he was. I received a threatning letter from Kristina K[redacted] saying that I need to pay all the money by 11/13/16. I called to speak with her and wasn't allowed the priviledge. I was told further that my car could be taken after I had paid $558.86 on the fourth of November. I realy don't understand why this is going on. I only owe $848.00 and don't understand why they want all this extra money. Denying there's a problem is not satisfacturally solving it. I'm not satisfied with Mr. James S[redacted]'s response.Sincerely,
Ms. [redacted]

Dear Ms. [redacted]:   Thank you for giving BMW Financial Services the opportunity to address the misapplied payment applied to your account through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your...

complaint.   As we discussed, a temporary credit of $353.92 was applied to your account to satisfy the October 2, 2016 payment. This is less than the normal monthly payment of $394.88 due to a credit balance from previous over-payments. This credit will be removed when the lease matures on January 2, 2019 and this balance will be billed on your final invoice.   Ms. [redacted], we pride ourselves in offering world class service to our customers; however, we failed to provide that level of service to you. We sincerely apologize as our customers are the heart of everything we do.   We are committed to providing you the highest level of service. If you have any questions, please contact me, Matt M[redacted] at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.   Yours sincerely,   Matt M[redacted]  Collections Team Lead  BMW Financial Services NA, LLC

I am rejecting this response because:
To change the title name in California, it costs money and my time at the DMV waiting. BMW financial needs to do something further to resolve this. BMW financial is claiming it would be no cost to me, but there is a charge at the DMV, furthermore I'm 9 months pregnant and have to spend hours waiting at the DMV, which is unacceptable. This could've been resolved if BMW financial had taken care of this initially.
Regards,[redacted]

Dear Mr. [redacted]:   Thank you for giving us the opportunity to address your issue regarding key charge through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   BMW Financial Services NA, LLC...

is a separate financing entity from the independently owned and operated BMW centers. As such we are only able to address issues dealing with your Motor Vehicle Lease Agreement (Lease Agreement), or your account with us. The Lease Agreement outlines customer responsibilities prior to the return of the vehicle, such as obtaining an inspection. Our records indicate that the vehicle was inspected prior to return on January 18, 2017. The inspection indicated one of the keys was missing and was billed at $250.00. It is the customer’s responsibility to provide evidence if items were repaired or if items were located after the inspection.   However, our investigation revealed we received the odometer statement confirming both keys were present at the time of return. As such, we have removed the key charge for $250.00 and the applicable sales tax. Your account is closed with a zero balance. We have enclosed a partial release letter for your records.    We are committed to providing you with the highest level of service. If you have any questions, please contact us at ###-###-####, Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET.   Yours sincerely,     Carson F[redacted] End of Term Specialist BMW Financial Services NA, LLC   enclosure: partial release

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]