Consumer complaint received 2021-02-10
Company: AMERICAN HONDA FINANCE CORP
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/2021, I visited Honda Financial Services ( HFS ) website to make a {$300.00} payment. Assuming I made the correct payment, I finalized and confirmed the payment in the amount of {$300.00}. Unfortunately, the payment was sent with an extra " 0 '' unknown at the time it was issued and finalized through Honda Financial Services. I discovered the error after I received confirmation of payment in the amount of {$3000.00} instead of {$300.00}. Therefore, I immediately contacted HFS via telephone XXXX XXXX XXXX to cancel the payment in error. 

However, HFS telephone customer service operator stated, " It's too late to cancel the payment, so you will need to allow 5-10 business days for payment to clear and then you can call back to reverse the payment. '' Therefore, I followed HFS instructions and I contacted HFS via telephonically and on the 7th day, XX/XX/2021. I spoke with HSF Customer Service representatives who identified their selves as, XXXX, and then XXXX. XXXX explained that I would have to provide proof that the {$3000.00} cleared my bank before he could reverse the payment. XXXX provided me with 2 facsimile numbers XXXX and XXXX that would accept my proof. I faxed XXXX a copy of the cleared payment from XXXX to each fax number XXXX provided. However, XXXX stated that he did not receive the copy of proof and indicated a problem with the fax machine transmissions. 

Rather than keeping me waiting on the phone, XXXX stated that he would call me later in the evening or in the following morning when he received the proof of cleared payment. However, XXXX never returned my call as he had promised! 

Therefore, on XX/XX/2021, I contacted HFS via telephonically and spoke with HFS Customer Service Representative who identified herself as, XXXX. XXXX provided me with her email address and explained that she would request a reversal payment and that I would receive the payment within 2-3 days. Notwithstanding, I did not receive the payment as promised! 

Therefore, I followed up with XXXX on XX/XX/2021 via Email. On XX/XX/2021, I received a phone call from HFS XXXX as she explained that HFS processed a reversal payment on XX/XX/2021 morning, for in the amount of {$3000.00} and a check was mailed back to my residential address. XXXX stated that I should receive payment within 5-7 business days. However, I never received the check after the seventh day HFS had promised! 

Again, I contacted HFS telephonically on XX/XX/2021 and spoke with HFS Customer Service Representative who identified himself as, XXXX. I explained to XXXX of the ongoing problems with Honda and asked him if he could rectify the issues? XXXX indicated that he would have to investigate the problem and review the information. After XXXX vetted over the problem, XXXX stated, " I can see in notes that Honda had made numerous errors! '' " The address they sent the check to on XX/XX/XXXX was for the amount of {$3000.00} to XXXX XXXX XXXX .... '' I interrupted XXXX and perseverated my correct address that Honda had on file. I ingeminated the fact that Honda Financial Services asked me to verify every time I am asked to identify myself with Honda Customer Service. 

XXXX stated, unfortunately, Honda cash department is different from our service system as XXXX went on to state, " I will try and rectify this matter that Honda made and complete a " rapid refund '' to request the check they sent to the wrong address a stop payment and have Honda issue a check to your correct address through XXXX, Next-Day-Air! '' As I expressed to XXXX that I was not happy with the way how Honda treated me as a customer and how Honda continued to mishandle the problem, XXXX reacted petulantly as he sardonically replied to me, Well, if XXXX hadnt made the payment error in the first place, we wouldnt have to be going through this! 

It appeared that XXXX frustration had turn to anger that was directed at me! Instead of appeasing the problem/s, XXXX made matters worse! 

I explained to XXXX that his didactic, personal evaluation was irrelevant, and his comment was uncalled for. Based on a priori assumptions it appears that Honda Financial Services website may have been in error and not the error of XXXX. However, without logical and/or justifiable reasoning, XXXX automatically assumed customer error and lashed out and assumptively placed blame on the customer! 

I requested to speak with XXXX supervisor however XXXX denied my request but mentioned that he would notate that I wished to speak with a supervisor. 
Without any further abrasive imprudence from XXXX, I asked XXXX to rectify the problems that was from negligence of Honda and to rightfully issue my check back to me amicably! 

This is now 8th request to rectify the perpetual problems due to Hondas own negligence. I am cordially asking Honda to reverse and return my monies for in the amount of {$3000.00}. 

I am requesting CFPB help in resolving this ongoing problem. Due to the many inconsistencies and perpetual errors made by Honda Financial Services it appears that XXXX is uncooperative and making excuses that result in perpetual errors continuing delays.

Company response to consumer: Closed with explanation