Consumer complaint received 2018-08-16
Company: FORD MOTOR CREDIT CO.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have a vehicle loan with Ford Credit. I always make my payments within the 14 day grace period and typically I split the payment in two. My car payment is due on the XXXX of every month and for my XXXX car payment I set up two auto payments. XXXX payment was set up on XX/XX/XXXX for {$100.00} and the other payment was {$320.00} on XX/XX/XXXX. On XX/XX/XXXX I noticed an NSF was taken out of my account for FORD credit. I immediately called FORD to find out what happened with my payment. I spoke with a representative for over 45 minutes regarding the charges and he advised me that Ford processes payments at XXXX the day before. I then stated I wasn't aware of that. I set the payment up for the day I got paid and knew my payroll check would be in my account. He apologized and stated that because of the mistake he would waive the late fee of {$30.00} that I had and my next pay would be {$410.00} on my XX/XX/XXXX due date. He reassured me that my payments had been received and my account was in good standing. On XX/XX/XXXX I got a phone call from FORD credit ( Voicemail ). I  called back and spoke with a XXXX I believe and a XXXX ( Supervisor ) who both were very rude and nasty. They advised me my account was 30 days past due for my XXXX car payment. I said there was no way and they stated I owed {$81.00}. I told them about the two payments and checked my online account and told them online reflected both payments as paid. The supervisor stated my XX/XX/XXXX payment was not received even though online stated clearly " thank you payment received ''. I then told the supervisor that I called in on the recorded line and spoke to a team member there who advised me he notated my account. I advised her what he advised me on the XX/XX/XXXX. She lied and said " Our calls aren't recorded '' " We never record calls here '' She then said regardless of the error the payment is due and your 30 days late. I asked why no one called me to even advised me of this? She couldn't answer and then eventually lied and said someone did. I have no call from ford credit care or loss prevention before XX/XX/XXXX. I hung up and called back and spoke to a very nice agent who advised me they may not report it as late. I advised him I can make the payment and that it was wrong for me to be at fault for their mistake. I then asked why no one called me from Ford credit before the 30 days and he said because you set up and made automatic payments. He basically reassured that his supervisor lied. He told me to call the following Monday and complain to Customer Service however everytime I called the same loss prevention department answered and refused to allow me to speak to Customer Service. I am in the process of purchasing a home. With no negative hits on my credit. I am very careful and make my payments on time and I knew to be even more careful because of the home buying process. I pleaded with Ford about this being a mistake on their end and begged them to pull the call and they refused. I also asked them to explain why the notes matched my story and they refused. I asked for an explanation on how my online account reflected both payments as paid and they refused. They just kept saying if you made your payments on time you would be in this department. I was basically crying on the phone asking her to understand that this was her companies fault and that as a consumer someone should have called me prior to 30 days if a team member made a mistake. Also that the phone advises all calls are recorded and that legally she should have to listen to that call before throwing a 30 day late on my credit report knowing I always pay the same way every time. I even told her legally they shouldn't even be able to pull payments earlier than the day the payments are scheduled and she declined to speak on that even though the representative I spoke to on XX/XX/XXXX advised me a supervisor confirmed that it was happened. I am currently in good standing and my payments are made however this 30 day late should not be on my credit or my husbands credit report. It should be removed from all bureaus because as consumers we did what we were suppose to do. This company failed us in numerous ways. I feel they should be held responsible for that.

Company response to consumer: Closed with non-monetary relief