Consumer complaint received 2018-07-17
Company: FORD MOTOR CREDIT CO.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I found out that my Gap Insurance was canceled of my XXXX XXXX XXXX XXXX XXXX  being totaled after my accident on XX/XX/XXXX in which my wife and I got rear ended and almost killed. This actually began when I called before the accident Ford Motor Credit Co, to reduce my payments due tough times. The representative had told me that in order to do that I would have to get into the Ford Credit site and signed a certain form and sent back to him right away or they would have to report me to the credit bureau and my credit will be damage and it would be very difficult for me to get a house or anything else. I than did that and signed the document back to him. After the car accident I called the Ford Credit lost department and was told that they received the check from the party that rear ended us and that my balance on the car was more or less {$8500.00} dollars. and that my Gap Insurance was canceled. I than asked her what you mean by it? She said that when I signed the document that was sent to me when I requested to my payments to get lower the Gap Insurance was listed there at the document that I signed. I did mention to her that what is Gap Insurance? She said that if the Gap Insurance was not listed in the document that I signed ; the remaining balance that was left after they got the check from the other would be paid off. I try to explain to her that non one had told me that the Gap Insurance was included in the document and that when the document was sent to me it was writing in very small letters and that the word Gap Ins. was writing there and there was no explanation what it means and neither the representative that I spoke with when I asked to get my monthly payments lower from {$380.00} and some cents to {$300.00} and some cents and that he was threatening me to sign the document right away so they would not report me to the credit bureau and damage my credit. I than asked her to speak with a supervisor and she transferred me to Mr. XXXX 's voice mail in which I left many messages and he kept avoiding me. I than called again and was told that they got the check and I would have to sign a paper that the balance that was left was divided into 30 or 35 months in which came up with more or less {$210.00} dollars. She than follow the same approach as the representative I had called in the past to lower my monthly payments by threatening me to report me to the Credit Bureau and it would be very difficult for me to get any loan in the future or buy a home. I did had told her that I had left many messages in Mr. XXXX 's voice mail and he not returning my calls. She than had told me that she was going to transferring me to speak with him and she gave me his voice mail again. I than call back and mentioned it that I had spoken with someone from the lost department in which she did not gave me her name and what I was going through with the whole situation and the calls that was left in mR. XXXX 's voice mail and him not returning my call. He than transferred me again with Mr. XXXX 's voice mail and I left another message to him and he never call me back since today XX/XX/XXXX. Later on I received another letter saying that my payment would be {$260.00} dollars and some cents a month starting XX/XX/XXXX and I would have ten days after the due date so I would not get the {$10.00} dollars charge. I immediately call back and spoke with someone there without knowing who that person was and explain the whole situation and told her that I was trying to get a hold of Mr. XXXX in which he was the supervisor to let him know why my Gap Insurance was canceled and also to explain to him the whole situation of the representative that I called to lower my monthly payments before the accident never mentioned to me that by signing the document he had told to sign at the time was also included the cancellation of my Gap Ins.. He than had told me that Mr. XXXX is going to tell me the same thing and there is nothing he could do about it that I should sign the document that mentioned that the monthly payments would be {$260.00} dollars and some cents ; and there was nothing he could do about it and that would be the end of it or he also would report to the three Credit Bureau companies in which would be difficult for me to try to get a loan again. I than in a very desperate situation signed and later found out that I could put this complain to try to get my Gap Ins, reinstated due to the fact of Ford Credit unfair bushiness dealing to a consumer like myself. Please help me. We are so glad to be alive after this rear ended accident.

Thanks for your cooperation Yours Truly XXXX & XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief