Consumer complaint received 2019-04-30
Company: Harley Davidson Financial Services Inc
State: UT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Complaint HDFS claims I missed 8+ payments. My bank 's autopay statements show that 1 payment ( possibly 2 ) were missed. While HDFS  did not have my correct address or phone number, no attempt to contact me was made until I discovered the issue. Now I have multiple late payments reported on my Credit, have paid the account to current and am being charged fees that I was promised would *not* be charged! 

Background Harley Davidson Financial Services had the wrong address for my account after I moved due to medical reasons ( my fault, I was unable to inform them due to my condition - I was however told that I was enrolled in electronic billing by the Dealer ). They also had the wrong phone number for me ( their fault, they transposed numbers ). 

In XXXX or XXXX I went to a HD dealership to inquire about possibly upgrading my bike and was informed my account was locked.Since HDFS is closed on the weekends, I waited until Monday   XX/XX/XXXX. 

XX/XX/XXXX On my initial call with XXXX immediately transferred to XXXX, I was told that I had missed 8 payments and my account was in arrears to an amount exceeding {$1400.00}. I asked for payment paperwork to be sent to me and HDFS refused -- they could not email ( against policy ) and refused to mail it. XXXX was difficult to speak with and insulting, so I asked to speak with his supervisor. 

I was transferred to a Manager/Supervisor, XXXX XXXX ( phone number and extension available ). She told me any repossession attempts would be put on hold and related fees would be cancelled while this issue was resolved. She gave me her information and asked that I send my bank information ( the bike loan was paid via bank Autopay ) to show that I was indeed making payments during the disputed period. 

Over the course of several weeks I tried to call XXXX XXXX and get more information about the progress on this issue. She did not return calls after the second day ( I was not abusive in any way and she promised to personally return my calls and follow up on this issue! ). 

XX/XX/XXXX XXXX I did speak with an HDFS representative who agreed to email the reviewed payment information to me, but told me she might be terminated for doing so. What I got from her was a few PDF files that were garbled. 

XX/XX/XXXX I finally received a call from my HDFS Account Manager ( XXXX ) and we came to an agreement. The initial amount owed that he delivered was {$1000.00} ( less than the original amount quoted on XX/XX/XXXX. 

On the phone we went over the payments line by line and the number of payments in question kept changing. Finally it was agreed that I missed a single payment, but it kept my account in arrears for a prolonged period of time. The final amount agreed upon and approved by HDFS managers was {$630.00} to be paid by XX/XX/XXXX. This would bring my account back into Good Standing. 

XXXX was able to send me payment details by mail, but I would not be able to get them by XX/XX/XXXX ( which is odd - 10 days is a very long time ). So I agreed to pay the amount of {$630.00} on XX/XX/XXXX. XXXX would waive late fees and the payment for XXXX. 

XX/XX/XXXX I called to make my payment and, literally, no one wanted to take my money! After 30 minutes of being disconnected, put on hold, etc. I spoke with XXXX, who took my payment and said she would reactivate my online MYHDFS.com access ( which had been locked, denying me any access to records on the account ). 

XX/XX/XXXX I logged into MYHDFS.com to check my account and make sure I was paying the correct amount and found a Repo Collection Expense, charged XX/XX/XXXX in the amount of {$75.00}. I called HDFS to dispute ( since XXXX said these fees would not be charged during our initial conversation on XX/XX/XXXX ). 

I spoke with XXXX ( Supervisor ), who spoke with XXXX. XXXX denied the claim and I was not allowed to speak with her ( I will call her tomorrow ). This fee will not be refunded since nothing appears in the account notes.

Company response to consumer: Closed with explanation