Consumer complaint received 2021-07-04
Company: AMERICAN HONDA FINANCE CORP
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
RE : Honda Financial Services In XX/XX/2021, I called Honda Financial Services Customer Service to obtain a 2 month extension. This is why : My XXXX mom had moved to Florida months prior and since then she contracted XXXX in which she was XXXX and XXXX XXXX for a month. Then she was XXXX again and back into the XXXX which lasted another month. Then in XXXX she was back in the XXXX due to XXXX XXXX in which she had a XXXX XXXX XXXX XXXXXXXX XXXX and another that was pinched. Doctors advised that she can no longer live alone and needed someone to live with her. I had to sell my house and move to Florida to be with her and assist in daily functions. 

I called Honda Financial for a two month extension so I can help with my moms expenses and then eventually having to move here to help her. I had spoken to XXXX who said she would grant a two month extension considering my circumstances. I received the extension form for only one month not two. in the mail. I signed it and emailed it to XXXX as requested to the email address she provided. I in fact emailed it to her several times to make sure it was received and I never heard anything back that it wasnt received not via phone, nor email nor mail. The email never bounced back so I assumed it went through. 

In XXXX when I logged into my account to make a payment I then realized it stated my account as past due. Since I had emailed the form to XXXX on XX/XX/2021, I thought the online account had just not been updated yet. 

When I checked my account again in XXXX. again it showed that I still owed 2 months. 

Utterly confused and upset I then called your customer service line again to see what happened. I spoke with XXXX who told me that the form was never received therefore the extension was cancelled. I told XXXX that I have proof that I emailed the form to XXXX to the email she provided several times just to make sure it was received and not gone unnoticed in her inbox. Turns out that XXXX gave me the wrong email address because XXXX saw it in the notes that XXXX gave me the wrong email address. XXXX never called me, emailed or mailed to let me know that the form was not received so I assumed everything was fine. While I was highly upset that XXXX gave me the wrong email address and me not knowing the extension was cancelled. XXXX gave me her current managers email address and stayed on the phone with me until her manager XXXX received it. While on the phone with XXXX. I was calling from my current phone # in which I told her to update my records in addition to my current mailing address here in Florida and also my preferred email address. I later find out that XXXX did not update my records at all with my new information. 

I recently received notification that my credit rating tanked my perfect credit ruined. Ive had perfect credit for over 10 years and now its damaged because of the negligence of three of your employees. Once I received this notification that you reported me late to credit bureaus. I was highly confused and upset because in talking to XXXX I thought she had fixed everything and the extension would be processed and her manager XXXX had confirmed she received the extension form and XXXX would take care of it. 

I called your customer service line yet again to see what happened. I spoke with XXXX who has been extremely helpful and should be commended. XXXX told me that because I had made the XXXX payment it invalidated / cancelled my granted extension and was not approved although I was told by three employees it would be. Not once did any of them say anything that if I made a payment it would invalidate my extension. I made the XXXX payment thinking the extension was in place not knowing that XXXX nor XXXX had done their job. 

XXXX told me that XXXX 'called me ' to let me know that the extension was not approved after all because I made the XXXX payment. XXXX did not call me at my current phone # that I gave her. She called my old phone #. I gave XXXX my new phone #, address and preferred email address. I foolishly thought she updated my records with my new information. So I am starting to think that either XXXX is incompetent or just plain not caring to do her job properly. If you have all these recordings you will hear how I gave XXXX my current information. Its very serious that your employees listen to your customers and not neglect their duty to update your records. I know all this because XXXX read me all the notes and confirmed that XXXX nor XXXX did their job. Again either they are incompetent or enjoy sabotaging peoples lives. 

I myself am I senior citizen helping my elderly mother with all her health issues and now having to worry about chasing after Honda employees that do not do their jobs has been very upsetting and then to ruin my perfect credit is beyond reprehensible. 

I am asking for them to please take off the erroneous late payment from all credit bureaus. This was not my doing as stated before I did my part. Their employees did not. XXXX, XXXX and XXXX were negligent and did not do their job. All of them and their respective trainers/managers should be held accountable for the events that have occurred through no fault of my own. I did my part, did what I was told and now I am paying for all of their mistakes. 

I just checked my account and it STILL shows " late '' after me emailing them yet again another extension form. They have yet to respond or acknowledge anything. They are an utter disgrace and do not care about people ... only money and ruining people 's lives.

Company response to consumer: Closed with non-monetary relief