Consumer complaint received 2022-10-13
Company: Harley Davidson Financial Services Inc
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
On XX/XX/XXXX I had a motorcycle accident and attempted to transport the motorcycle on my own using my dad 's truck. After multiple attempts of trying to lift the motorcycle onto our truck, we were unsuccessful and allowed the motorocycle to be towed. on XX/XX/XXXX my wife called the tow yard to follow up on how to proceed with the insurance contacting the tow yard for pick up and transport of the motorcycle to a XXXX XXXX dealer for repairs. This information was then given to our insurance company, XXXX, on XX/XX/XXXX when filing the accident claim. On XX/XX/XXXX we received a letter from the tow yard that they will be selling the motorocycle on XX/XX/XXXX if not picked up in a timely manner. On XX/XX/XXXX I contacted statefarm and they stated they were processing the pick up from the tow yard. On XX/XX/XXXX we received a call from statefarm that they were not able to locate the motorcycle because they did not have the information for the tow yard some how so, on this day, my wife attempted to log on to our online account for harley davidson financial to make our payment as it was due on the XXXX of each month. When she clicked to login, it said we had to call as our online account was not available. due to it being after hours, my wife called on XX/XX/XXXX to make the payment and was then told the department we needed to talk to was closed as it was XXXX XXXX  and the dept closes at XXXX XXXX. my wife called again on the following monday XX/XX/XXXX through XX/XX/XXXX attempting to make a payment and kept getting the run around and was then told on XX/XX/XXXX that we needed to speak to the collections department for the payment. my wife inquired why the collections department if we were only now, 6 days post the payment date and have been trying for 1 week to make a payment. a third person then came onto the call and inquired about the accident and if we had the motorcycle and we advised we did not and that statefarm was pending pick up of the motorcycle. we were then provided a phone number and extension to give to statefarm so that statefarm could contact harley davidson regarding the motorcycle. my wife attempted to make a payment for XX/XX/XXXX for over 3 weeks at which time we were told on or around XX/XX/XXXX by our XXXX XXXX XXXX that harley davidson had actually picked up the motorcycle from the tow yard and " repossessed '' it despite us trying to make a payment since XX/XX/XXXX. harley financial not once tried to contact us prior to picking up the motorcycle and due to this being our first accident, we were unaware that the insurance company would not relay the accident to the lien holder. we were not default on our payments for it to be repossessed. on multiple occassions my wife has called harley financial to request my credit report be fixed as we were not notified in a proper and timely manner regarding the repossession and were not notified on how we wanted to proceed. the motorcycle was picked up and taken to an auction yard in XXXX XXXX, ca and was then held there and sold on XX/XX/XXXX from my recollection. harley financial had not sent me any documents regarding any of this despite our multiple calls and complaints and were told this could only be fixed by us paying the loan off. According to harley financial services, they claim an agent contacted me prior to repossessing the motorcycle from the tow yard and that they left a voicemail on my cell phone but I never received a message on my phone from them nor any letters in the mail. Harley also stated the agent called my employer and was told I no longer worked there but, I have been at the same employer since XXXX. Of course in XXXX i was not working due to the accident and had multiple fractures which is why my wife was handling all the calls, appointments, and bills. I received a statement with a request for over {$11000.00} after the motorcycle was sold and that is the only correspondence I have received from Harley davidson financial. I do not feel that the report and derogatory mark on my credit, which has now affected me being able to get a vehicle for work, should be on my credit because Harley financial did not handle this situation and " repossession '' in a proper or timely manner. I should not have found out from my car insurance that my bike was repossessed without my knowledge. I also should not be responsible for any balance despite my insurance paying over {$10000.00} when again, I was not properly notified about the pick up and repossession of my bike. My wife was constantly calling the insurance company to follow up on the status and was being told pick up was being processed. It is not our fault as the consumer that the insurance company dragged their feet and did not pick up or follow up with the lien holder and tow yard in a timely manner. the tow yard also failed to notify us of the pick up. I am not asking for much except for the right thing to be done. I have tried multiple times talking to Harley financial with no avail and no term of agreement.

Company response to consumer: Closed with explanation