I traded in my leased CX-30 to the Subaru dealer on March 30, and they offered a little over the buyout amount and said they would take care of everything. The lease officially is up May 11, so there were two payments remaining. I canceled my automatic payment so I wouldn't be charged for those payments while the payout was being applied.
Subaru dealership sent the check for the full buyout amount plus remaining payments - MFS has confirmed with me on the phone and with the Subaru dealership that the check was received on April 6. The check has not been cashed and applied to my account. The very unhelpful customer service rep at MFS said that they couldn't because the Subaru dealership hadn't sent the appropriate paperwork including the odometer statement and dealer license and resale certificate. I asked them to please stop sending my late payment notices and put a notation that the payment has been received in my account at least, but there was "nothing they can do".
Subaru dealer says they have sent those documents TWICE - by fax and overnight. They have also called. Subaru guy suspects they lost the paperwork. We are approaching 30 days overdue payment and I am concerned about my credit as they will likely report for non-payment at 30 days overdue (from April 11 payment due). I get robo calls and emails constantly. This is insane and the Subaru dealer general manager and my sales guy says they have never seen this happen before. To their credit, they are actively trying to resolve it, but MFS seems to be just saying to them too "we don't have it, not our problem."
Is there anything I can do because calling MFS gets me nowhere. I have posted messages on their portal also just so there is documentation that I have been responding but they result only in an automated message that my account is still open and I am responsible for payment - and my original message is not visible to me so who knows if it's saved. I think my only hope is for Subaru general manager to get it resolved and will talk with them again on Monday, but I'm wondering how to best protect myself and my credit if this somehow is not fixed in time. Documentation? Letters/phone call up the chain at MFS?