Consumer complaint received 2023-12-15
Company: FORD MOTOR CREDIT CO.
State: ME
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Repossession
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
My XXXX XXXX was repossessed in XX/XX/XXXX. 

On XX/XX/XXXX I spoke with XXXX from XXXX ( on a recorded line ). He informed me that I could choose to pay {$1800.00} by XX/XX/XXXX to reinstate the loan or the other option would be a voluntary repossession if I did not/could not reinstate the loan. 

In the subsequent days, I had a lengthy conversation with the owner of XXXX XXXX, where I leased my vehicle, where I asked for his guidance. Ultimately I chose the voluntary repossession because I realized the payments were not sustainable and I would likely find myself in the same situation down the road. I very much appreciated the guidance and confirmed my decision with Ford. I was then given the location to go retrieve my items from the car. My plan was always to pay the remaining balance once I was given the information I needed. I did not get any correspondence from Ford until I was told my account was past due. At that time I requested the amount that the car was sold for at auction. I did not receive that information. I submitted numerous disputes to the credit bureaus hoping that would get them to send me the information. However, I was served paperwork by the law firm XXXX, XXXX and XXXX stating they would be collecting the amount due. 

They were requiring me to attend a court hearing which I could not attend due to work. I contacted Attorney XXXX and she told me that I did not need to attend the hearing during our phone call on XX/XX/XXXX at XXXXXXXX XXXX  ( XXXX minute call ). She stated she would send me the requested information and a list of the documentation they would need to determine the monthly payment. I have numerous emails where I confirmed that I was told this. The Firm is claiming I only sent some documents. They never replied to my emails or phone calls. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  which is why I was meticulous about record keeping and following every verbal conversation with an email. 

I can also provide copies of all emails as well as phone records of the numerous times I called them ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). 

I received a letter stating I failed to appear to court and immediately contacted the firm. I have a copy of the email I sent asking them why I got a failure to appear notice. 

I also have evidence of when I reported the firm to the court because they told me not to appear. I did send this complaint to the wrong department ( I can provide the email ) but it is further evidence I was told not to attend the hearing. 

I submitted a complaint on XX/XX/XXXX with the XXXX XXXX XXXX XXXX XXXX. I was in contact with XXXX XXXX from the bureau. When XXXX responded to the complaint they said that the law firm denied these accusations ( I was not able to give proof ) and that they were instructing them to work with me on the amount of the garnishment. I received their letter on XX/XX/XXXX. 

On XX/XX/XXXX My employer received a letter stating the account is moving to XXXX XXXX XXXX ( XXXX & XXXX ) from XXXX  The letter dated XX/XX/XXXX. This letter was sent to her due to the garnishment. I received the same letter on XX/XX/XXXX. Three days after the transfer. My employer tried contacted XXXX, XXXX and XXXX because she had sent the garnishment to them. They informed her that the office was actually closing effective XX/XX/XXXX. 

XX/XX/XXXX at XXXX - I spoke with XXXX XXXX. She informed me that XXXX & XXXX does not have my account information yet. I gave XXXX my phone and mailing address & explained the situation and the fact XXXX cant pay my mortgage or buy food due to the garnishment. XXXX stated she will email XXXX XXXXXXXX XXXX  '' about my case and share my need to lower payment. 

XX/XX/XXXX : I called XXXX XXXX XXXX. After waiting for several minutes, I received the message, none of our agents are available ". I left a detailed voicemail. My employer also called several times. She was concerned about sending my payments to XXXX XXXX  XXXX because she has received nothing from them and there is no file number for my account. 

XX/XX/XXXX : My employer was able to obtain my file number ( XXXX ). She told me that last week their phone system hung up on her when she called. 

XX/XX/XXXX : I called & spoke to XXXX XXXX XXXX - she repeated that they do not have a complete file, she stated Ford hasnt given them the information needed to service my account yet. XXXX emailed client services. Noted that when my employer called on XX/XX/XXXX they put in a request to expedite the process. I gave another run down of the situation, XXXX stated she documented everything. She hopes within the next few days they can get the complete file and will call me. 

XX/XX/XXXX - I called XXXX XXXX XXXX  again. I was told they dont have the information from Ford yet. Expedite process request confirmed. XXXX XXXX is XXXX XXXX. 

XX/XX/XXXX - XXXX XXXX started call by reading the verbiage about my account being in transition and that they will expedite the process. I informed him that Ive heard that line for two months. He did feel there were discrepancies on my file considering I have a file number. He attempted to talk to a manager while I was on hold. He informed me he cant talk about the file without a manager and they will call me back. I explained that Ive been waiting for a call since XX/XX/XXXX. He was unable to help. 

On XX/XX/XXXX I sent a letter to Ford, attention " XXXX '', ( Customer Relations, XXXX XXXX XXXX XXXX, XXXX XXXX Attn : XXXX, Executive Analyst-Ford ) This was the name, address and title of the person who responded to the complaint with the XXXX XXXX XXXX XXXX  XXXX XXXX In her response she stated I could reach out to this address to provide additional information. I can provide a copy of that letter. 

On XX/XX/XXXX I sent a debt validation letter to XXXX XXXX  XXXX. I have not had any response. 

As of XX/XX/XXXX, I have heard anything from XXXX XXXX XXXX or Ford. My employer has sent my garnishment of {$210.00} every two weeks. We have never received a statement, receipt, or balance. As of my last pay period I have sent {$3600.00} to Ford.

Company response to consumer: Closed with explanation