Consumer complaint received 2017-10-03
Company: AMERICAN HONDA FINANCE CORP
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Honda was well informed of my financial statues / short term XXXX appeals process. I was in contact with collection agent XXXX XXXX for the month of XX/XX/XXXX. The last time I received a call from Honda/ XXXX was dated XX/XX/XXXX around XXXX. Per our conversation, she was informed that I would be receiving a payment from my 401k to bring the account current within 5 days or less. I was advised to contact her as soon as the payment was received. Prior to that date, I spoken with XXXX weekly to keep her up to date. I also, requested a deferment, or extension of payments, my request was denied. 
During the call dated XX/XX/XXXX, I requested for Honda to pay for the unlawful repossession by XXXX XXXX dated XX/XX/XXXX at XXXX. I explained that my car was parked on private property and that there was a breach of peace during repossession. I also advised of property damage from the vehicle being pulled out the stall. As stated to Honda, after my vehicle was repossessed they had 48 hours to inform me of the location. The loan was paid current XX/XX/XXXX after getting in touch with Honda Accounts Recovery Department. 

I was informed XX/XX/XXXX where my vehicle was located. I requested for Honda to Pay for the repossession fees due to the arrangement setup with XXXX and I before the repossession. My request was denied. 

I would like to point out my complaint in more details to the CFPB. 
XX/XX/XXXX I went out on XXXX XXXX XXXX, I contacted Honda Financial to inform of XXXX and to request the following : Deferment of payment, payment date change, and or payment being pushed to the end of the loan cycle. My request was denied, I was advised that the loan was too new for any extensions. 
XX/XX/XXXX I contacted Honda again to inform of financial hardship and to request an extension on loan amount. My request was denied. 
XX/XX/XXXX I contacted Honda to inform of non-payment due to XXXX appeals process. I request for my account to be review by a manger for I had a loan with Honda a few years back that I paid off in full before the due date. I was advised that I would receive a letter in the mail once my account is reviewed. ( No letter was sent ) XX/XX/XXXX I received a notice of Default from XXXX XXXX, after receiving that letter I contacted Honda to again request an extension. ( My request was again denied. ) Later that month during a call with XXXX XXXX, I informed of intent to pay the loan current, and requested additional time. I requested a loan extension. At that point, my XX/XX/XXXX payment and current payment of XX/XX/XXXX was due. XXXX stated that he would have a manager take a look at my account and that I would be receiving something in the mail regarding my request. 
XX/XX/XXXX I received the notice of denial request for extension. 
XX/XX/XXXX I received a call from XXXX XXXX, she was informed of my current situation and I again requested for a deferment of payment, payment date change, and or payment being pushed to the end of the loan cycle. ( My request was denied. ) I was advised that the loan was too new for any extensions. XXXX stated that I needed to bring the account current before 90 days. She requested that I take out a loan from a friend or family member to pay the loan current. I explained to her that my family was preparing for hurricane season and that all monies were being sent to members who had dire needs. I advised that I would keep her updated with payment status. 
XX/XX/XXXX I was in contact with XXXX. I explained to her that I may be able to cash out some of my 401k, but that I was awaiting the information from XXXX XXXX. I advised that I would call XXXX within a week to let her know when to expect payment. 
XX/XX/XXXX, I received a call from XXXX, I informed of payment being process from my 401k. I provided expected date of payment, she stated to call her once payment is receive so that I could pay right away. I agreed to call her as soon as I received the check, the check was coming expedited with XXXX, and tracking number was declined. 
XX/XX/XXXX XXXX sent me a notice that was mailed XX/XX/XXXX. I received this notice after the repossession. The notice sent stated that I ignored all previous request for payment and that Honda was requesting {$36000.00} due and payable. The notices states that if I didnt make arrangements immediately that action would be pursued including a lawsuit. ( Too bad that notice wasnt sent within enough time for me to respond too before the repossession. ) XX/XX/XXXX I sent a notice of response to XXXX XXXX attention informing of my dispute with Honda. I also informed of my open arbitration with XXXX XXXX XXXX. ( No response from XXXX XXXX or Honda has been received regarding my arbitration dispute. ) XX/XX/XXXX Honda sent a notice of Intent Reinstatement or Redemption. The notice was mailed XX/XX/XXXX, but wasnt received until well after the holiday. 
The notice states that if I pay my car current that I can reinstate the loan, I was also informed of location of vehicle and fees. Honda stated that the following fees applied : Repossession Fees {$370.00} Storage fee as of date of the letter {$60.00} XX/XX/XXXX the loan was paid current. 
XX/XX/XXXX I contacted XXXX to inform of payment and to request location of the vehicle per it hadnt been provided. I was informed by XXXX with the Recovery Department where the vehicle was located. I was provided a number to call. 
XX/XX/XXXX I contacted XXXX XXXX to make an appointment for vehicle pickup. I was told that a release hadnt been sent over from Honda yet. 
XX/XX/XXXX I contacted XXXX XXXX to make an appointment and I was again advised that no release was sent from Honda. 
XX/XX/XXXX I make an appointment to pick up my vehicle, I was advised that I need to pay {$820.00}. Unable to pay the additional fees I couldnt recover the Vehicle. I was advised to contact Honda for any fee waivers. 
XX/XX/XXXX I contacted the Honda Recovery Department to request a fee waiver. The fee waiver was denied. 
To date the vehicle is still at the location of XXXX XXXX.

Company response to consumer: Closed with explanation