Consumer complaint received 2020-05-16
Company: FORD MOTOR CREDIT CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
On XX/XX/2020 I called the Lincoln Customer Service line in an effort to get financial assistance during the COVID-19 hardship. I spoke with XXXX ( ID # XXXX ) in detail for almost an hour and she explained to me I would get an extension for the months of XXXX and XXXX. Additionally, she added I would only be liable for 30 % of payment for those two months combined. XXXX assured me that I would not need to do anything else on my end since it was all on record. The notes taken per our conversation were detailed within their system, which has been confirmed by multiple customer service representatives. 
On XX/XX/2020, it was unfortunate to find out that instead of Lincoln honoring their promise in assisting me, they chose to report my account as delinquent to the Credit Bureau without any notice. I did not receive any correspondence from Lincoln regarding this situation, instead I received an alert from my Fico Score. I decide to call Lincoln Customer Service immediately to get this corrected and have them honor their commitment. However, I only received backlash and was stated there was no record of what we previously agreed on in the system. Despite being mistreated and insinuated I was a liar, I requested to speak to a supervisor several times, but the representative refused. Instead, the representative transferred me to a voicemail where I left a message, but never received a call back. 
This situation has been frustrating and humiliating, but I still decided to call back again in an attempt to speak with a supervisor. After several attempts, on XX/XX/2020 I spoke with XXXX XXXX ID # XXXX ) who stated he was sending an email to a supervisor, of an undisclosed department, that could assist me in resolving the issue at hand. XXXX said someone will call me on Monday XX/XX/2020 but I never received a call. I took the initiative to call again before the end of the day, and once again I was denied the right to speak with a supervisor. A while later, a supervisor from the Customer Service department, XXXX XXXX ID # XXXX ) called me. XXXX stated he can not do anything on his end but send another email to the undisclosed department that can resolve this. He apologized for the inconvenience and the fact that no one has yet reached out to me to get to the bottom of this situation. 
On XX/XX/2020, XXXX XXXX ID # XXXX XXXX called me again to inform me that he had spoke with the supervisor and they could not help me. Moreover, he continued to say there was nothing they can do regarding the financial assistance, but they can retract the report of delinquency in my account. 
As you may notice, this has gone on for too long with no resolution. No one seems to be willing to help me. No one is taking responsibility. Instead, it seems as if they are putting the blame on me. I have never missed a payment during my time as a Lincoln customer, but due to the worldwide pandemic I asked for assistance. In return, all I receive is discrimination, humiliation, and disrespect. This is completely unprofessional and unacceptable behavior, especially during these hard times. I am in awe of the lack of support and commitment as a customer. I would appreciate if this issue was handled immediately with the upmost professionalism. 

No manager has call me back to honored what they offered me nor a reply to my email

Company response to consumer: Closed with monetary relief