Auto Art

Dear Ms. [redacted]:   Thank you for allowing BMW Financial Services the opportunity to respond to your recent complaint submitted through the Revdex.com complaint process 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 the account was reported 30-59 days past due on one occasion. The payment due on April 1, 2017 was received 39 days past due on May 10, 2017.   Our records confirm the following activity on your account:   -        The payment of $1,301.83 made on April 12, 2017 was initially credited towards the April 1, 2017 due date. However, this payment was returned on April 18, 2017 with a bank reason of “Invalid Account Number.” -        The payment of $1,301.83 made on May 1, 2017 was initially credited towards the April 1, 2017 due date. However, this payment was returned on May 5, 2017 with a bank reason of “Invalid Account Number.” -        The payment of $2,603.66 made on May 1, 2017 was initially credited towards the April 1, 2017 due date. However, this payment was returned on May 5, 2017 with a bank reason of “Invalid Account Number.”   Ms. [redacted], a review of your account activity reveals all three of the above referenced payments were posted to your account by logging in to your My BMW online account. The bank information was also submitted through your My BMW online account.   Additionally, our records indicate you first updated your due date to the 30th of the month on February 20, 2017 through your My BMW online account. When the due date change was processed, the payment due on March 1, 2017 had already been billed, and was still due. The due date change would have taken effect March 30, 2017. You later spoke with one of our representatives by telephone, and changed your due date back to the 1st of each month on April 12, 2017.   Unfortunately, your correspondence does not provide 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 result of your dispute, we will be providing an update to the credit reporting agencies to reflect the results of our investigation.   If you have any questions, please contact a Customer Service Advocate at (800) 578-5000, 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,     Michael G[redacted] Senior Account Specialist BMW Financial Services NA, LLC

Dear Mr. [redacted]:
 
Thank you for giving us the opportunity to respond to your inquiry regarding your recent credit applications through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your...

complaint.
 
Upon receipt of your complaint, we reviewed our application records to determine how we responded to your recent applications.  According to our records, we received three applications in your name:
 
-          The first application was received on January 28, 2015.  This application listed you as a primary applicant with another individual and was submitted at [redacted] BMW.
 
-          The second application was received on March 31, 2015 via the internet through [redacted] BMW in New York. This application was submitted in your name only.
 
-          The third application was received on May 25, 2015 BMW of [redacted] in Nevada. This application was also submitted in your name only.
 
According to our records, the first application was submitted with the co-buyers having different home addresses within the State of New York, however, the application listed an employment address for you at a UPS Store located in Nevada. We attempted to call the employment number provided on the application and determined the phone number was for a survey company. Based on these discrepancies, we declined the application.
 
The second application was submitted in your name only and was declined based upon limited and derogatory credit experience. Additionally, we were unable to verify your employer. The third application was also declined because we were unable to verify your employer, since a different employer and different income were listed.
 
Mr. [redacted], you are eligible to continue to submit additional credit applications. Unfortunately, we cannot approve your previous applications to finance a vehicle through BMW Financial Services based on the discrepancies described above. If you have any questions about future applications, please contact the Finance Manager at your local BMW center.
 
Yours sincerely,

Dear Ms. [redacted]:
 
Thank you for giving us the opportunity to address your issue regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint process. We hope the following information and explanation will answer the issues...

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 customers. In an effort to resolve your request, we researched your account [redacted] and verified five payments were received 30-59 days past due, and two payments were received 60-89 days past due. The following payments were received in excess of 29 days past due:
 
–         The payment due on May 27, 2012 was received 31 days past due on June 27, 2012.
–         The payment due on July 27, 2012 was received 70 days past due on October 5, 2012.
–         The payment due on August 27, 2012 was received 52 days past due on October 18, 2012.
–         The payment due on September 27, 2012 was receive 34 days past due on October 31, 2012.
–         The payment due on October 27, 2012 was received 61 days past due on December 27, 2012.
–         The payment due on December 27, 2012 was received 42 days past due on February 7, 2013.
 
 
Your complaint states your credit report was indicating account [redacted] was discharged in bankruptcy. We can confirm the account was not included in bankruptcy and had been paid in full and closed prior to your Chapter 7 Bankruptcy filing. Additionally, we completed a soft pull of your credit information, which does not impact your credit, to verify how the reported information was being displayed. This soft pull indicated the account was reflected as discharged in bankruptcy. As a result of our recent investigation, we sent a manual update to Equifax, Experian, TransUnion, and Innovis to correct the reporting by removing the Consumer Information Indicator of Discharged in Chapter 7 Bankruptcy. Please allow up to 60 days for all of the credit reporting agencies to change the information in their systems.
 
 
We researched your account [redacted] and verified one payment was received 30-59 days past due, your vehicle was involuntarily repossessed, and the deficiency balance was subsequently charged off as bad debt. Our records indicate your account became 30-59 days delinquent in December 2014, due to lack of payment for your installment due November 20, 2014. Due to non-payment, the referenced vehicle was involuntarily repossessed in January 2015. Since you did not redeem the vehicle, we sold the collateral at auction, leaving a deficiency balance due of $12,752.51, which remained outstanding until the account was discharged in your Chapter 7 bankruptcy. Our records do indicate Mr. [redacted] did not file bankruptcy until after your Chapter 7 bankruptcy had discharged. As a result, we continue to report the account status and payment history profile normally until your bankruptcy was discharged, in accordance with credit reporting guidelines set forth by the credit bureaus. Upon receipt of your credit dispute, we sent an update to the credit bureaus to confirm the account was an active charge-off at the time of discharge, and to report the payment history profile in accordance with the sequence of events listed above.
 
Ms. [redacted], we certainly understand how important credit reporting is to our customers. Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines. We have made the decision to report to the credit bureaus and report all of our customers based upon the same criteria. Because we have no evidence indicating our reporting of your account [redacted] is not accurate, we are unable to accommodate your request to remove the repossession or bankruptcy from your credit.
 
If you have any questions, please contact me, Kaylan L[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 [redacted]: Thank you for giving us the opportunity to address the phone calls you received through the Revdex.com complaint process. We regret we are unable to assist you further at this time. We compared our account records with the information you provided to the Better Business...

Bureau and were unable to find any BMW Financial Services accounts associated with the telephone number or address listed. So we may investigate your claims, 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, Karyn C[redacted]  Collections Team Lead   BMW Financial Services NA, LLC

I am rejecting this response because: This is not a response from the manager of the finance department; this is a response from the same gentleman I had complained about in my original letter to BMW Financial. And again, he is relaying false information - my payment would not have been late regardless of the accuracy of the payment information and I made the payment using checking account information so yes, the account information would have been rejected had I entered incorrect account information.  This would be the case for entering both checking account information as well as debit card information and it is ludicrous and a flat out lie for their response to say otherwise.
Regards,
 **

Dear Mr. [redacted]:   Thank you for giving us the opportunity to address your issue regarding end of lease charges 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 and independent financing entity from the manufacturer, BMW of North America, LLC. We can only address issues dealing with your Motor Vehicle Lease Agreement (Lease Agreement) or your account with us. All issues pertaining to the performance and/or maintenance of the vehicle, as well as service provided by your BMW center, are handled by BMW of North America, LLC. You may contact them directly at (800) 831-1117.   Mr. [redacted], BMW Financial Services tries to make the lease end process a pleasant experience for our customers. That is why we send out a packet approximately 90 days prior to the end of the lease. This packet directs each customer how to access their personal website specifically designed for their individual BMW. This website explains in detail the end of term process, what is considered excess wear and tear, and the customer’s responsibilities and options, such as obtaining an inspection prior to turn in. This site would have clearly stated the size, grade, quantity and quality of the tires required to be on the vehicle. We regret that you did not receive this packet or were not aware of its contents.   BMW Financial Services encourages our customers to have pre-inspections performed prior to the return of their leased vehicle. This allows our customers the opportunity to repair the vehicle using their insurance, and/or a trusted body shop that may be able to repair the damage at a reduced cost. We require our customers to sign all dealer self-inspections performed at the end of a lease. If the customer disagrees with the BMW center’s evaluation, the vehicle is sent for a third party inspection at no cost to the customer. As we did not receive a signed final inspection from [redacted] BMW, BMW Financial Services required a third party inspection to be performed by Manheim New Jersey. Please be advised that Manheim New Jersey does not receive any additional financial compensation based on the amount of wear and tear to a vehicle.   Pursuant to section 35 of your Lease Agreement, you agreed to pay for any costs related to excessive wear and use. This section lists examples of what is considered excessive wear and use, including inoperative electrical parts, scratched or pitted glass, and scratched body parts, paint, trim or grill work. As you can see from the inspection report, the items that you are being charged for are in stipulated in your Lease Agreement. Excess wear and tear charges are determined by the size of the damage. Normal wear and tear is designated as damages that measure smaller than two inches. Damage that is larger than two inches but smaller than four inches is considered small and billed at $100.00 per instance. Damage that measures four inches or more is considered large and billed $400.00 per instance. According to the inspection performed prior to the vehicle’s return, there was large damage to both the front and rear bumpers.   The amount of the disposition fee is disclosed in Section 7 and further discussed in sections 32 and 33 of your Lease Agreement. The fee helps cover the costs incurred in transporting the vehicle to an auction, preparing it for sale and paying the auction fees. As a loyalty reward, the fee is waived if you finance or lease your next new or certified pre-owned BMW through BMW Financial Services within six months of the end of your lease. Additionally, a lease assumption on an existing lease account with BMW Financial Services qualifies for the waiver of this fee.   After a review of your account, we have determined the front bumper charge can be classified as curb rash and have removed the charge. In addition, in the spirit of maintaining good customer relations, we have waived, as a courtesy, half of the rear bumper charge, leaving a balance due of $564.00. Please direct your check for $564.00 (with your account number in the memo section of your check) to:     BMW Financial Services P. O. Box 9001065 Louisville KY  40290-1065     Mr. [redacted], BMW Financial Services prides itself in offering premium customer service. We regret that your lease end experience did not meet your expectations. We hope our resolution has restored your faith in BMW, and we look forward to the opportunity to serve your vehicle financing needs well into the future.   We are committed to providing you with the highest level of service. If you have any questions, please contact us at (800) 398-3939, 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,           Jessica Gardner End of Term Account Specialist BMW Financial Services NA, LLC   c: Central Ohio Revdex.com

Dear Ms. [redacted]:  Thank you for giving us the opportunity to address your issue regarding the total loss of your vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint. Ms. [redacted], as your lien holder, have received notification that your insurance provider, [redacted], is investigating a total loss claim for your above-referenced vehicle. Although we have allowed your insurance carrier time to review the matter and bring it to closure, [redacted] has not provided a resolution to date. If you have an open claim with your insurance carrier, we will need your updated claim information from your insurance carrier. Please have your insurance adjustor contact us immediately at ###-###-####.  In your complaint, you requested confirmation of your payment history. We have enclosed a transaction statement, as requested. Your account remains open and active until the loan has been paid in full.   Ms. [redacted], pursuant to the terms in your Retail Installment Contract (Contract), you are required to maintain comprehensive and collision insurance coverage for loss of or physical damage to the vehicle. If the vehicle has been deemed a total loss by your insurance carrier and is not covered by the required insurance coverage, your Contract will be in default.   Our records indicate [redacted] has provided a settlement offer for the full payoff amount of your loan, but has been unable to finalize your claim because you retain possession of the vehicle and have not authorized the release of funds to pay off your account. As you have prevented your insurance carrier from completing the processing of your claim, we have issued a Demand for Payment, requesting the satisfaction of the balance of your loan. Unless we receive full payment in the time indicated in the enclosed Demand for Payment, we reserve any and all rights available pursuant to the terms of the Contract. In accordance with your Contract, all applicable and allowable costs for collection and legal expense would then be added to the balance on your account.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

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However, I didn't receive the affidavit form which was supposed be enclosed.  Please send it to me by mail or emailMailing address:[redacted]

I am rejecting this response because:I have paid in excess of $93,000 over the last 6 years to BMW Financial, without missing a payment. Good customer service on the part of BMW Financial is TOTAL SATISFACTION of its customer, not only because it's good for return business, but because it's the right thing to do.  In cases in which there are "errors" by the business or 3rd party (AutoVIN), the customer should get the benefit of the doubt. I have already paid all of the lease payments until the end of May, 2017, and the lease end disposition fee of $350.  I AM REQUESTING THAT THE INITIAL AUTOVIN ASSESSMENT OF ZERO EXTRA DOLLARS BE HONORED.  
Regards,
[redacted]

Dear Mrs. [redacted]:   Thank you for giving us the opportunity to address your issue regarding the repossession of your vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   The...

referenced vehicle was repossessed because you failed to make the full payment required in the Letter of Strict Compliance mailed to you on October 10, 2016. Since the repossession, we spoke to you on October 28, 2016; you paid the amount as required and the release of the vehicle was sent that same day.   We are committed to providing our customers with the highest level of service. If you have any questions, please contact me, Elizabeth S[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,       Elizabeth S[redacted] Customer Correspondence Specialist BMW Financial Services NA, LLC

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. However, last week I paid in full to Vital Recovery services, but BMW Financial has not yet received this payment. I paid Vital Recovery Services $569.50.  BMW Financial Services will now owe me $369.50.  I will be satisfactory with this outcome once I have received a check for the overage.

Dear Ms. [redacted]:   Thank you for giving us the opportunity to address your issue regarding your account with us through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   Our records...

indicate we did not receive the payoff from [redacted] until September 21, 2016. The automatic payment of $567.00 was processed on September 17, 2016. After we received the payoff from the dealership we were overpaid; therefore, we initiated the refund process to the billing address on file. We then received notification of the returned automatic payment of $567.00 on September 22, 2016. After an investigation on the account, we have canceled the payoff overage refund and reapplied the funds to the account. The account is now closed with a zero balance.   We are also in receipt of a GAP insurance cancellation refund in the amount of $131.99. The refund has been sent to the billing address on file and should arrive within the next ten business days.   We are committed to providing you with the highest level of service. If you have any questions, please contact me, Carson F[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,   Carson F[redacted] Recovery Specialist Alphera Financial Services

Dear Ms. Stephens:   Thank you for giving us the opportunity to address your concerns through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.   Our records indicate we received a payment...

from your insurance company, Geico, on January 13, 2017 in the amount of $34,558.94. The payoff as of the date their check was received was $55,849.09, which left an initial deficiency balance remaining of $21,290.15.   BMW Financial Services has received confirmation that your GAP provider, Safe-Guard Products International, LLC, has completed their claim. They have sent us a payment in the amount of $20,704.78. Unfortunately, this does not cover the total deficiency balance owed. Many GAP providers have exclusions, or items they will not cover. In our experience, these could include, but are not limited to, late payments and the associated late fees, additional interest, deductibles, or deferrals made over the life of the loan. In the case a GAP payment does not satisfy an account in full, you would be responsible to pay the balance owed. If you should have questions about the specific exclusions listed in your GAP policy, please contact your provider, Safe-Guard Productions International, LLC directly at ###-###-####. As of today’s date, we can confirm that the remaining balance still due is $585.37.   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,        Jessica H[redacted] Recovery Specialist BMW Financial Services NA, LLC

Dear Ms. [redacted]:
 
Thank you for allowing Alphera Financial Services the opportunity to address your issue regarding credit reporting through the Revdex.com complaint process. We hope the following information and explanation will answer the request addressed in your...

complaint.
 
We understand the basis of your complaint is  the manner in which Alphera Financial Services reports your payment history with the credit reporting agencies. Specifically, you reference the timeframe in which you see your payments reflecting as paid on your credit report. Alphera Financial Services is committed to reporting accurate information to the credit reporting agencies regarding the payment experience we have with our customers. As such, we report to the credit reporting agencies on a monthly basis.
 
Please note, while Alphera Financial Services does report monthly, it may take approximately 30 to 60 days for all of the credit reporting agencies to change the information in their systems. And, it is also important to remember that if you are using a secondary reporting agency they may not have the most up to date information. We certainly understand how credit reporting can impact your ability to obtain credit. If you need assistance with any lending institution while your file is being updated by the credit reporting agencies, they may send a credit verification request to us by fax to (800) 820-4269. Please ensure they include your signed authorization with their request. Additionally, please find enclosed a copy of your account’s transaction statement.
   
If you have any questions, please contact me, Kyle C. at [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Yours sincerely,
 
  
Kyle C.
Senior Account Specialist
Alphera Financial Services
 
enclosure: transaction statement

First, I am pleased that BMW Financial Services made a decision to provide a response to my complaint.  It is unfortunate, however, that BMW exhibited no desire to do so prior to my engagement of the CFPB and Revdex.com.  I am equally pleased that the CFPB saw fit to engage the FTC as a result of my complaint and BMW Financial Services’ response.  Further, I appreciate the supporting documents that BMW Financial Services provided because they ironically serve as further support for my complaint, which is that BMW intentionally deceived and misled me about the deferment option in violation of the Unfair and Deceptive Acts and Practices rule.  This included adding a balloon payment equaling nearly 5 car payments to my balance due shortly before payoff without any form of disclosure to me (you’ll note that the option is not mentioned anywhere in the contract or any other document BMW provided).  As a result, what would have been a normal monthly payment of $803.31 was increased to $3,476.98 due and payable the due date of the last car payment (you’ll also note that this amount is not in any of the loan or transaction histories provided by BMW which further supports my complaint).  Further, based on BMWs immediate offer to me to consider refinancing the newly added balloon payment  with concurrent notification that the car could be repossessed forces me to believe that BMW engages in this as a practice for the purpose of garnering more income (fees and interest from refinancing or reselling repossessed cars of those who may not have been  in my position to pay nearly a half of a year worth of car payments all at once, without notice.  Below is a brief concluding summary of the facts:At no time did BMW provide me written or verbal disclosure that by electing to defer a payment when the option was advertised to me over the phone, I would be required to “pay more than the finance charge listed on my Contract”, as stated in paragraph 3 of BMW’s response.   Specifically:1.        BMW’s response to my complaint says “our notes include that when you requested deferments, you were advised interest would accrue throughout the deferment period…”  First, internal “notes” within BMW do not equate to disclosure.  Second, I challenge BMW to find the recording that supports the statement referred to in their “notes” (which shouldn’t be difficult since BMW discloses that calls are recorded at the onset of calls to BMW Financial Services?).  The reality is that BMW did not and cannot produce this because the recording does not exist and the conversation never occurred.  2.       Because there is no disclosure of the “deferment option” which I prefer to call the deceptive practice of adding undisclosed balloon payments to the loan at payoff – verbally or in writing, there is equally no disclosure of how BMW determines the amount of interest that will be added.  Please refer to the BMW supplied documents – contract, transaction history and note that there is NO reference to a deferment option.3.       What did BMW do to me specifically? As briefly described above, shortly before my payoff, BMW added $3,476.98 in additional interest to my payoff figure for “interest accrued for deferred payments”.  This is on top of the normal monthly payment of $803.31 that I was told would simply be added to the end of the loan for each deferred month at the time I elected to accept the deferment option.  If BMW was operating in good faith, why then did they wait until shortly before payoff to add nearly $3500 to my total balance due?  Why didn’t they add the “additional interest” aka balloon payment at the time of deferment?  BMW included an amortization schedule and payoff history in their response that further evidences their lack of disclosure of the additional $3,476.98.  My desire is threefold: 1)        That BMW refund me the undisclosed additional interest that I paid to get the2)       That going forward - all customers be required to acknowledge in writing acceptance of the terms of any deferment option elected with specific language regarding the balloon payment.3)       That an independent investigation be performed that includes directly contacting other customers that elected to use BMW’s deferment option over the past 5 years – to determine how many other customers were subjected to the same level of deception.  Each impacted customer should also be refunded.

Dear Ms. [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 will assist you.   We understand you are claiming the referenced vehicle belongs to your husband. However, our records confirm your name and signature are on the Motor Vehicle Retail Installment Contract (Contract) and credit application. We have enclosed a copy of your Contract, validating your financial obligation to BMW Financial Services. Our response remains unchanged; we are unable to remove any delinquencies from your credit report.   If you have any questions, please contact a Customer Service Advocate at (800) 578-5000, 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] Credit Dispute Specialist BMW Financial Services NA, LLC   enclosure: Contract

Hi,Please record my response as follows:"I am still not at all satisfied with BMW Financial Services handling of this matter; they have caused extra work for me the customer by not appropriately using the information I gave them(my Pennsylvanian registration); they should have forward this to the Loudoun County of Revenue instead of making the payment; now they have made a payment that was not owed and I have to chase after the county treasurers office to get it re-credited; since I did not make the payment and it was made on my behalf, this further complicates things, resulting in delay when ever I contact the county office... just a waste of my time because BMW Financial Services is negligent/incompetent; this fact is made ever more clear because I preformed the same exact transfer at the same exact time with Audi Financial Services for my Q7 and it was flawless... the questions is why has one company got it right and one company got it so wrong."End of Response.Thank you Revdex.com.

Thank you for giving us the opportunity to address your issue regarding excess wear and use of your vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
Mr. [redacted], thank you for...

writing to us to relay your dissatisfaction with the end of lease process and the balance billed to your referenced account. Pursuant to the terms of your Motor Vehicle Lease Agreement (Lease), specifically Section 35, you agreed to pay for any costs related to excessive wear and use. This section lists examples of what is considered excessive wear and use, including inoperative electrical parts, scratched or pitted glass, and scratched body parts, paint, trim or grill work. The items for which you are being charged are stipulated in your Lease.
Since an inspection was not completed prior to the return of your vehicle, the vehicle was inspected at auction. The inspection revealed damage to the front bumper and right quarter and rocker panels. Additionally, because a key was missing at the time your vehicle was returned, an interior charge of $150.00 was billed.
Mr. [redacted], BMW Financial Services NA, LLC is a separate financing entity from the independently owned and operated BMW centers.  We are only able to address issues dealing with your Lease, or your account with us. We cannot address any information an individual BMW center did or did not provide. Our records indicate you wrote to us previously to dispute the balance owed. Upon receipt of your previous correspondence, we attempted to contact the general sales manager at [redacted]. On February 23, 2014 we spoke with Brian at [redacted] who advised they had agreed to pay a payment of $529.00. As indicated on your maturity statement, we received their payment of $529.00 on November 29, 2013, reducing the balance owed from $1,450.19 to $921.19.
Because our efforts to resolve the outstanding balance of the account were unsuccessful, we placed the referenced account with the third party collection agency, [redacted] on April 3, 2014. [redacted] was also unsuccessful in resolving the balance, therefore your account was placed with Accounts Receivable Technologies on November 4, 2014. In June of this year, we removed your account from the collection agency and resumed our attempts to resolve this debt from our offices.
Mr. [redacted], again, we regret to learn of your dissatisfaction with the end of lease process and our attempts to resolve the balance owed to us. We have removed the balance owed and closed your account. We hope our resolution has restored your faith in BMW and you continue to be a BMW Financial Services customer.

Dear Mr. M[redacted]:   Thank you for contacting up2drive the opportunity to address your dispute regarding the application we received for new financing in your name through the Revdex.com complaint process. We hope the following information and explanation will answer the issues...

addressed in your complaint.   Mr. M[redacted], our records confirm your information was submitted to up2drive on December 16, 2016 through lendingtree.com. For more information regarding the application process through lendingtree.com, we recommend contacting them directly.   Your complaint states you did not authorize this credit application to be submitted. While we regret to learn of your situation, because we have no evidence the application was submitted without your authorization, we are unable to accommodate your request to remove the inquiry from your credit report at this time.   If you believe someone is using your personal information without your consent, we would be happy to continue working with you to further review your request. To proceed with our investigation, we request you complete and sign the enclosed Fraud Affidavit (Affidavit) in the presence of a notary public. Please return the original Affidavit, a copy of the police report, proof of residency at the time the fraud occurred, and a legible copy of your driver's license to up2drive at the address listed below:   up2drive ATTN: Collections Department [redacted]   Yours sincerely,       [redacted] up2drive   enclosure: Affidavit

Dear Mr. [redacted]:
 
Thank you for giving us the opportunity to address your payment concerns through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
 
In an effort to resolve your...

request, we researched your account and verified one payment was received 30-59 days past due. The payment due September 23, 2015 was received 35 days past due on October 28, 2015.
 
Mr. [redacted], we regret to learn of the complications you experienced when attempting to access your My BMW online account  prior to October 23, 2015. If you are unable to access your My BMW online account, you may also pay by check, Western Union Quick Collect, with a representative, or through our automated phone system.
 
We reviewed your account My BMW online account history and confirmed you accessed your account on October 19, 2015; however, no payment was attempted. As you are aware, upon completion a successful payment through your My BMW online account, you are provided a payment confirmation number and payment confirmation email. Your BMW online account was not accessed again until you posted payments of $304.00 and $302.12.00 on October 28, 2015. Your October 28, 2015 payments covered your September 23, 2015 and October 23, 2015 payment due dates. There was no delay in the posting of your payments to your account. Unfortunately, the information you provided in your correspondence through the Revdex.com complaint process is not sufficient to change the way we are reporting your payment history to the credit reporting agencies.
 
As a financial services provider we are required to report payment histories pursuant to established guidelines. We have made the decision to report to the credit bureaus and report all of our customers based upon the same criteria. 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 me, Paul I[redacted] at (800) 578-5000, Monday through Friday, from 9:00 a.m. to 5:30 p.m. ET, or by mail at either address listed on this letter.
 
Yours sincerely,
 
Paul I[redacted]
Senior Account Specialist
BMW Financial Services NA, LLC