Consumer complaint received 2021-02-02
Company: FORD MOTOR CREDIT CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Since the time Covid started, I've received messages through my app that Ford is here for us during Covid ( especially for essential worker/healthcare workers ). I happen to work in XXXX at a XXXX XXXX XXXX. The messages said we could skip a payment or change our due date. I had always made my payments through the app. My car payment includes two warranty plans ( one which provides maintenance ). I had a situation in XXXX and when I brought the car to the Ford dealership in XXXX, CA ( with a bubble in the tire that could have caused a blow out ), the service manager, XXXX XXXX, told me to take it back to the dealership that I bought it from and to buy new tires at XXXX XXXX or a place like that. I purchased tires a week later from the same dealership ( sans Mr. XXXX ) and without the discount promised. As my monthly payment includes a maintenance, and the aforementioned event is not the first time I've had issues trying to get service at the same dealership, I have tried calling Ford for support, but I would get the runaround every time I would call. " The App 's not working, you'll have to call back, " Call the number on your plan ... always passing the buck. Sometime in or around the end of XXXX, I was locked out of my account. I found a rep that assisted me in getting back in to my account, but this rep also informed me that the only way to change my account due date or to " skip '' a month was through online only ( Until that time I had only used the app and had never signed in online ). After I made my last payment ( in XXXX - also at a time when my banking institution changed my account number, including the routing number and disabled my old card while I was sick with XXXX - I informed the Ford agent in XXXX of the banking issues ) I was locked out of the account again. In XXXX, my family was personally affected by XXXXXXXX first we had quarantine, and then in in XXXX, I tested XXXX for XXXX ( I wasn't admitted to the hospital, but had a couple of Emergency Room visits. 

Throughout this I've tried to contact Ford, but without an account number I could not even make a payment by phone. I'm back at work now, but throughout this ordeal, the person handling my account never gave me any options as to remedy the situation. Because of the situation with my bank, I didn't receive the second stimulus. All I know is that I spoke with XXXX at Ford one day, he told me all he cared about was ford credit and it didn't matter that I had XXXX. He wouldn't give me information about making a payment ( i.e. an account number ) and a few days later on XXXX XXXX XXXX XXXX birthday holiday, my car was repossessed. I've been waiting for paperwork that was sent XX/XX/XXXX that seems to have disappeared. 
Because of issues with my maintenance and warranty plans, I was hoping to renegotiate my payment amount. Especially since Ford breached the contract in XXXX 2020 by refusing to assist in key reprogramming resulting in the car being stolen not once but twice. The tire incident in XXXX was another breach. 
I never refused payment. I never got the app fixed properly. 
I do find it hard to believe that there was no consideration whatsoever that I actually was sick from XXXX ( I can provide test results, and e.r. records ). But I was never given that option.

Company response to consumer: Closed with explanation