Product: Vehicle loan or lease

I purchased a new car in XX/XX/XXXX via XXXX XXXX XXXX and have been making bi-weekly half-payments for the last 2 years. Since XXXX XXXX XXXX XXXX XXXX ) was unable to set up this kind of payment plan, I used Bill Pay through my banking institution. HMF also told me that I was going to have to call to retroactively allocate my extra payments to principal only because of how I structured my payments. 

Somewhere in the XXXX XXXXXXXX timeframe, I placed a call to XXXX to move my XX/XX/XXXX payment to principal-only. XXXX never sent me a confirmation email for the change, and I did not verify that this reallocation went through until late XXXX, when I noticed that my statements were consistently telling me that I had {$0.00} due for the upcoming payment date. 

On XX/XX/XXXX Case number ending in XXXX was filed to understand what happened with the XX/XX/XXXX payment and to process additional payments to principal only. I expressed frustration that I was not told about the XX/XX/XXXX allocation failure and that I felt like I was scammed on interest accrual. I was told that the XXXX XXXX department who did not make the change did not leave a reason code for why the change was not able to be made as is typically required, and there was no way to go back and adjust this because agents are only able to access payments processed in the last 3-6 months. Based on my calculations ( Appendix 1 ), I needed 3 payments to be flipped over to principal-only. The agent told me that they wouldnt be able to take away the interest I had accrued erroneously even if I put my principal payments back to the earliest payment they were able to re-allocate, so I instructed the agent to adjust 3 payments to principal-only. I was told this would be reflected on my account within 3 business days. I was then transferred to a supervisor about the interest compensation. The supervisor initially thought that my extra payments should have been automatically converted to principal-only payments but later backtracked to say that only payments > {$2500.00} would be moved over to excess payments. They opened a new case number ending in XXXX to continue tracking this down and told me to wait up to 5 business days for a follow-up. 

On XX/XX/XXXX I checked my account and saw that only 2 of the 3 payments I had requested to be flipped to principal-only had been completed, so I made a new request to flip the another payment to principal-only and was told that isnt possible because that payment was being used to cover the interest owed against the loan. I had my XX/XX/XXXX claim escalated. 

On XX/XX/XXXX at XXXX ET I spoke with my first case manager, XXXX. After explaining my situation, XXXX said she was going to go back and figure out why my XX/XX/XXXX payment was charged to interest. To help her, I offered to give her the information provided in the appendices below. XXXX had me send her this information through an XXXX secure email system that would not let me send her anything, so I tried making a few calls to her direct line ( XXXX ) to get back in touch with her. I have no record of ever being able to get back in touch with her. Instead I got a letter saying my case had been closed due to lack of response from me in XXXX. 

On XX/XX/XXXX at XXXX ET I spoke with XXXX, who told me that he could not reopen my old case but could start a new one ending in XXXX to resume my case and escalate to a different supervisor. I was passed over to a XXXX who then escalated me back over to the Care department and was told I needed to wait another 5 business days for a response. I requested communication via email and provided my email address. 

I never got an email, but on XX/XX/XXXX at XXXX ET I finally got a call from XXXX, my second case manager. I explained to her that I was unable to get in touch with anybody via email or direct line and re-explained my situation. XXXX agreed that my two of my payments looked like they were being over-allocated to interest. These were the payments that followed my corrected principal-only payments. XXXX told me that she would need some time but would get back to me on this matter. I proceeded to not hear from her for a month. 

On XX/XX/XXXX at XXXX ET I left a message on XXXX direct line ( XXXX ) and called the XXXX XXXX XXXX again to confirm that my case was still open and that it wouldnt be closed just because XXXX XXXX gotten in touch with me. 

On XX/XX/XXXX I get an email telling me that my case was closed XXXX minutes after I hung up the phone with the XXXX XXXX XXXX. I place another call at XXXX ET and speak with XXXX, who told me I was going to have to start over yet again because my case was closed. She assured me that my new case ending in XXXX would be escalated up to the Care department and that she would make a note that my case can not be closed until receiving written confirmation from me that my issue was resolved. I told her that if I get the runaround again I would be shopping around for another financing office. She sympathized with my situation and told me I needed to wait 5 business days to hear back from a case manager. 

On XX/XX/XXXX at XXXX ET I called the XXXX XXXX XXXX again because I had not yet heard from a case XXXX. At XXXX ET I spoke with XXXX in Customer Accounts, who transferred me to the XXXX XXXX team at XXXX. At XXXX ET I spoke with XXXX XXXX, who transferred me to Customer Service. At XXXX ET I spoke with XXXX, who transferred me to XXXX. At XXXX ET I spoke with Warden in the Collections department, who explained to me that I was trying to make an SR request but was passed on to him because my account had been flagged as delinquent for the second time since trying to resolve my payment issues. XXXX told me I needed to speak with Customer Assistance at XXXX and was transferred again. At XXXX ET I spoke with XXXX who placed me on hold and never came back. At XXXX ET I spoke with XXXX who was having headset issues and promptly hung up on me and never attempted to call me back. At XXXX ET I called the XXXX line again and spoke with XXXX XXXX who placed me on a XXXX min hold before telling me that I had been routed to Collections again because the XXXX department was on their hour lunch break. I told him to leave a note in my file that I would be filing a formal complaint to a third-party agency ( CFPB ). 

I am requesting an escalation of an issue that I brought to HMFs attention on XX/XX/XXXX. XXXX has not only continued to overcharge me interest, but they have flagged my account as delinquent twice due to system errors on their behalf that they have shown gross incompetence and unprofessionalism in trying to resolve. I will continue to try and make progress with them in a parallel workstream but at this point need help and would like to escalate a complaint with your organization. Please reach out if you require more details. Thanks.

Please note : dates are approximate and may differ from what XXXX has in their system.