Agility
The promise we keep.
The Confidence that comes with Guaranteed Future Value.
At the start of your Agility contract, Mercedes-Benz locks in the future value of your vehicle, promising to protece you from the risk of depreciation. The Guaranteed Future Value, which equates to the outstanding balance at the end of your contract, can be fully realise when you choose to return your vehicle and settle the remaining balance.
Freedom that puts you in control.
When you purchase a vehicle with an Agility Loan it comes with The Promise. The Promise ensures both a Guaranteed Future Value for your vehicle and a range of options for when your contract comes to an end.
Contact us.
Speak to a finance expert.
Our team is here to help with any questions you may have. Speak to one of our dedicated representatives to learn more about our finance options by requesting a callback or by visiting your nearest Mercedes-Benz Retailer.
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Mercedes-Benz Finance App.
Mercedes-Benz Finance is your customer portal for everything related to your financing experience. View your balance and payout figure, make payments, update your contact and payment details and access important documents conveniently from the app.
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Overdue accounts or financial hardship assistance.
We understand that anyone can experience financial difficulty through unexpected life events such as illness, changes in income or relationships, or emergency events such as natural disasters. We are here to help and have a process designed to assist our customers in times of need. We will work with you to assess your individual circumstances and requirements with a view to achieving a suitable solution. If you wish to discuss an overdue account, or to discuss assistance with financial hardship, please contact us on 1300 731 211 or email us at financialassistance@mercedes-benz.com.
For information on how this may affect your Comprehensive Credit Reporting, visit the Finance Assistance FAQs in our Customer Service Hub.
There are also a number of other independent resources which you may find helpful:
- Financial Counselling Australia - https://www.financialcounsellingaustralia.org.au/
- ASIC Money Smart - https://www.moneysmart.gov.au/
- National Debt Helpline - https://www.ndh.org.au/
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How do I make a complaint?
If at any time you are dissatisfied with our services, please let us know so we can work together to resolve the issue. Our aim is to resolve your complaint within 5 business days, however if we are unable to do so the matter will be escalated to our Internal Dispute Resolution team.
Our dedicated teams are available between 8.30am-5.00pm (AEST) Monday to Friday.
• Customer Service: 1300 730 200 or customerservices@mercedes-benz.com
• Collections or Hardship Assistance: 1300 731 211 or mbfsau_collections@mercedes-benz.com
You can escalate your complaint to Internal Dispute Resolution (IDR). During our IDR process, we will investigate your complaint and gather further information (if necessary). Once our investigation is complete, we will provide you with a final response. Please be mindful that we investigate complaints relating to Mercedes-Benz Financial Services only.
We aim to provide a final response to all complaints within 21 calendar days of receiving the complaint. If we are unable to respond within that timeframe, we will let you know and provide you with an update.
For finance matters, our Dispute Resolution team can be contacted by:
• Email: complaints@mercedes-benz.com
• Mail: Dispute Resolution Specialist, Mercedes-Benz Financial Services, Private Bag 12, Mount Waverley VIC 3149
For escalations specific to the motor vehicle itself (eg. vehicle defect/damage), as opposed to finance, please contact the appropriate team at cs.aus@cac.mercedes-benz.com
If we have been unable to resolve your complaint during the previous steps, you can contact our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
AFCA provides a dispute resolution service for consumers who are unable to resolve complaints with their financial services providers
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Web: https://www.afca.org.au/