Consumer complaint received 2020-06-01
Company: Harley Davidson Financial Services Inc
State: TN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I filed a complaint with Harley Davidson Financial Services ( referred hereafter as HDFS ) with CFPB XX/XX/XXXX ( Case # : XXXX ) for debt collection harassment. Unfortunately I am having those issues again with them. They were asked, then told, to remove a reference number for a business I was working at that time ( XXXX XXXX XXXX ). On XX/XX/XXXX HDFS had their repossession person ( XXXX @ XXXX ) call XXXX XXXX at the XXXX phone number and Spoke with the Asst. Mgr. there named XXXX. He not only called a number that was suppose to have been blocked, but he informed her he was wanting to talk to me about picking up my Harley and gave her his number to call him back. ( I have a photo of the caller ID from there as well as her text to my personal cell phone. ) At no point did the number XXXX called from come across my cell phone, nor did HDFS try to call my cell phone that day either. 
I have two accounts with HDFS. One was 135 days late that is scheduled for voluntary repossession on XX/XX/XXXX ( acct # : ; repo company = no call, no show for vol surrender, no followup from HDFS either ). I spoke with XXXX at HDFS on XX/XX/XXXX about the other account in which I am the primary account holder on. ( Acct # : ), they are stating is now between 70 and 80 days past due. In XXXX I had called HDFS and explained that I was having financial issues due to medical bills and asked for a 1 month extension. I was offered 2 if  needed, but at that time I told them I only needed one. The lady I spoke with at that time informed me that I was approved and if I realized I did in fact need that 2nd mo that I could just call back in XXXX and ask for it then. Well, I was able to make the pmt in XXXX, but when I called in XXXX after the COVID-19 outbreak and asked for that 2nd mo ; I was denied over the phone as well as received a letter letting me know I was denied any extension for 12 months. At that time I explained I would continue to be a month late until I could get caught up. They stated they understood and reminded me of late fees and the impact on my credit report. On XX/XX/XXXX I logged on to make the missed payment due for XX/XX/XXXX. However, my accounts were locked online and I could not get through. The message stated for me to call HDFS in which I did immediately only to stay on hold for over an hour before being disconnected. I attempted again on XX/XX/XXXX with the same result. On XX/XX/XXXX I called and spoke with XXXX who kept refusing to speak to me about any other account other than the one farthest behind ( acct # : ). Every time I told her I didnt have any new information to tell her, she kept pressing me to make a payment even though I had already explained why I was behind and why I was still not in any position to make a payment on that account at this time, but that I may be able to make a payment on the account in which I am the primary account holder of which was also past due. She kept insisting that I need to pay the farthest one first, but I kept insisting that I could not at that time and that my husband would have to speak to them about that account. I finally gave up getting any further with XXXX so I hung up and attempted to call back in hopes to get someone else that would talk to me about my primary account. Unfortunately it was explained to me that XXXX is the only one authorized to speak to me about the accounts so I got her again. I again explained that I wanted to talk about acct # X and if she refused again that I was filing a complaint here. She finally gave me the past due bal and said if I paid a past due amount of {$200.00} by XX/XX/XXXX that I would get a 2 month extension and would not be due for another payment until XX/XX/XXXX. I explained to her that that would be my original due date for XXXX and in fact, NOT a two month extension. At that time she said she wasnt sure about why it was stating that but still insisted on me making the payment that day. I told her I could do that, but that I would like her to find out if I would actually get the extension or if I would be due again in XXXX before I made the payment. I also informed her that when I did make the payment it would be online because its {$3.00} cheaper to do so and I asked her to please unlock my accounts so I could do that on XX/XX/XXXX in which she informed me that they were unlocked and I wouldnt have any issue logging in now. She said she would call be back before XX/XX/XXXX to let me know if I made that {$200.00} payment if I would be due in XXXX, or XXXX. I never received any call back to let me know. I logged on HDFS online on XX/XX/XXXX to make the {$200.00} payment anyway and was still locked out, so I tried again on XX/XX/XXXX and still the same results. I have tried calling HDFS today ( XX/XX/XXXX ) with no answer from XXXX after an extended hold time

Company response to consumer: Closed with explanation