Mercedes-Benz Financial Services USA LLC

December 20, 2016[redacted], New York [redacted]2908RE: Account No. [redacted] 2011 Mercedes-Benz [redacted] VIN # [redacted]Dear Ms. [redacted]:Thank you for contacting the Revdex.com (Revdex.com) regarding your loan with Mercedes-Benz Financial Services (MBFS). We appreciate the opportunity to address your concern regarding the above-referenced account.On April 21, 2016, MBFS received payoff funds from the dealer along with $388.08 as your GAP refund which was applied to paying off the amount owed on your account. Your Revdex.com complaint claims a different amount of the GAP refund due to you of $532.50.Although MBFS has investigated the amount of the refund provided by the dealer and determined it to be correct according to actuarial calculations, we have decided to add to the amount the dealer returned to you of the difference of $144.42 which you claim as an additional amount owed. Although MBFS is under no obligation to contribute to the amount refunded to you by the dealer, we strive to provide excellent customer service.Ms. [redacted] MBFS truly does value you as a customer and appreciates your business. We sincerely hope that you will continue to choose Mercedes-Benz Financial Services. Have a wonderful Holiday Season.  King Regards[redacted]Executive Response Team

I contacted Mr. [redacted] via email @ [redacted] in which he confirmed he received the letter requested to provide his credit agency. I advised Mr. [redacted] to contact me if he needs further assistance.

See attached formal response letter.

MBFS has identified the root cause of the issue.  User updated bank information under "Bank Profile" on MBFS website to Wells Fargo, autopay has been turned off per customer's request.  MBFS issued refund check in the amount of $617.51 for the payment MBFS drafted from Shell FCU.  The...

refund was received by [redacted] today 1/12/2016.  A credit in the amount of $567.51 was placed in [redacted]'s account to cover his payment due 1/12/2016 as a token of appreciation for his patience in understanding while resolving this matter.  Please feel free to contact [redacted] directly at [redacted] if there should be additional questions or concerns.

Mr. [redacted],Please see the attached response letter and a copy of your contract. Kind regards, [redacted]Executive Response OfficeMercedes-Benz Financial Services

Mr. [redacted],Please see the attached letter for our response. Kind regards, [redacted]

Contacted Mr. [redacted] and reviewed the MBFS title process, since he is trying to register his car in Idaho.  We resent the title to the Meridian, Idaho tax office. I called the customer and provided the tracking number as confirmation the tax office received the...

title. Customer satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.Attached is the MB Financial section of the Experian Credit Report dated 9-21-2016 which is the result of their investigation of the MB Financial missing data. The payment for May 2016 is still listed as "ND" (no data). This has significantly affected my FICO score. I have still to receive reports from Equifax and TransUnion which will most likely have the same missing data. I have reached out to MB Financial but have not received a response.
[redacted]

Thank  you  for  contacting  the  RevDex.com  (Revdex.com)  regarding  [redacted]'s  loan  with Mercedes-Benz Financial Services (MBFS). We appreciate the opportunity to address your concern regarding the above-referenced...

account.We apologize you did not receive the payment history as requested. Please refer to the attached payment history generated directly from [redacted]'s account. Also, we apologize we  did  not disclose the resolution you and [redacted] were able to agree on in our response. Below you will find a summary of the agreed upon resolution:On June 17, 20 16 you spoke with our agent, [redacted]. She was able to review the following with you:•  The amount of payments received and how they were applied.  She confirmed the principalonly payments were applied to principal as you requested.• As a token of appreciation for your patience during this time,  MBFS would  cover  one month's payment ($606. 18). In addition to the monthly payment, MBFS waived $338. 17 for the interest that was due on the account.• To ensure a similar situation did not occur, [redacted] discussed the option to make the payments online as you were able to select our "Principal Only" option in our  MBFS  website (www .mbfs.com). This option would alleviate the necessity of contacting MBFS to allocate the funds to principal only.-Once again, we sincerely apologize for the numerous phone calls you had to place in order to resolve your concerns. I sincerely apologize our Customer Service representatives were unable to reach me as requested . I assure you we are at your service and rest assured I will be providing this additional feedback to the leaders directly involved and will use it to positively improve the overral experience for all Mercedes-Benz Financial Services account holders.[redacted] and [redacted], thank you for taking the time to share your experience with us. We sincerely apologize for any frustration or inconvenience you encountered as a result. We know you have a choice and thank you for your patronage . We sincerely hope you will continue to choose Mercedes­ Benz  Financial Services.     Should you  have additional  questions  please feel free to contact me directly at [redacted].

Complaint: [redacted]
I am rejecting this response because the business did not attempt to resolve the issue
Regards,
[redacted]

Spoke to the customer directly and advised her credit bureau has been updated.

Thank you for your response to the Revdex.com (Revdex.com) regarding your concerns onthe above-referenced Mercedes-Benz Financial Services (MBFS) account. We welcome the opportunity to address your most recent concerns.[redacted], it was sincerely my pleasure to visit with you yesterday concerning your feedback. I appreciate your time in providing details to investigate your issues thoroughly. As  we discussed, I am happy to provide responses to each of your individual concerns.In response to your Revdex.com complaint [redacted] we regret to learn of the difficulties you experienced with your billing statements and the lack of response by MBFS. Unfortunately, your previous letters were directed to our payment processing center and not received in our office. We recommend you direct any future requests to the correspondence address provided on the front of your billing statements. For your convenience, I have included a copy of a previous statement highlighting the location of this information.While our systems do not automatically include the cosigner name on monthly statements, at your request we have updated your billing information to include the cosigner name on future MBFS correspondence. Rest assured, [redacted] name as cosigner has always reflected in our system.Regarding the lack of response from the Customer Care Center, please understand Mercedes- Benz USA (MBUSA) is a separate entity.  Since we are unable to respond to their investigationrecords, I have forwarded your correspondence to the MBUSA Client Assistance Center, and arepresentative should be contacting you. Or you may contact MBUSA directly by calling [redacted] 
[redacted]In regards to collection notices received for a previous account with Daimler-Chrysler, please note that Chrysler Financial is no longer a part of Daimler Financial Services Americas. We have no record of your account in our systems and will not contact you concerning this balance. If you have additional questions or concerns, you may contact Chrysler Financial directly at [redacted]Our records indicate you contacted our offices on 3/216 for assistance with dealership issues. We regret that the agent misdirected you to our Daimler Truck Financial in error.  The supervisor has been notified and will provide this coaching opportunity to prevent a similar situation from reoccurring.  We appreciate you bringing this matter to our attention.Finally, in response to your issues with the dealer negotiations, we appreciate being advised of the situation. Please be assured that we have captured the information you have provided and forwarded your concern to our Dealer Relations Manager. Please be aware, however, that MBFS is an indirect lender, which means we purchase contracts that  fit  our  credit  and  program criteria from independently owned and operated dealerships. As an indirect lender, MBFS is not involved in the discussions and negotiations of a dealer with the buyer or lessee. Since we are not present at the time of sale, we must accept all signed contracts as being read, understood, and agreed to by the customer upon execution. Therefore, we respectfully request you resolve your dispute with the dealership.[redacted] and [redacted], thank you for taking the time to share your customer experience with us. We sincerely apologize for any inconvenience or frustration you experienced as this was certainly not our intent. I assure you that your experience is not indicative of the service that we strive to deliver to our customers on a daily basis. We have taken each of your comments and placed them in the hands of those that can act on improving the overall experience for all MBFS account holders.We know you have a choice and thank you for your patronage. We sincerely hope you will continue to choose Mercedes-Benz Financial Services.  Should you have any further questions,please feel free to contact me directly at [redacted]

Thank you for  contacting the  Revdex.com (Revdex.com)  regarding your lease with  Mercedes-Benz Financial Services (MBFS). We appreciate the opportunity to address your concern regarding the above­ referenced account.The accuracy of your credit bureau is our primary importance so for the month of May we suspended reporting, due to the new implementation of a new system. This has allowed us to validate account information. The accuracy has been confirmed, and we have resumed reporting to the credit bureaus for the following months. This should not affect your credit as our risk department has ana lyzed with a ll the bureaus that a value of "null" does not carry in weight in scoring. We sincerely apologize for any inconvenience you encountered as this was certainly not our intent.Please accept this letter as confirmation that a new electronic update has been transmitted to the major credit bureaus used by Mercedes-Benz Financial Services: Experian, Transunion, and Equifax. Your account is paid as agreed and current. The AUD Control Number [redacted] is ve rification this update has been submitted to all bureaus.As this update may not show immediately, please accept this letter as confirmation this account should have been reported as, Q times over 30 days late, Q times over 60 days late, and Q times over 90 days late.[redacted], we truly appreciate your  patronage to the  Mercedes-Benz Financial Services.   Should you need additional assistance, please feel free to contact me directly at [redacted].

Please see attachment for response

Several attempts to send documents to [redacted]'s address and were returned to sender, disposition fee will not be waived. copy of contract and return mail attached

I spoke with the customer yesterday and advised all bureaus have been updated. I mailed copies of the soft pulls to the address provided by the customer. Customer was satisfied.

See attached