Consumer complaint received 2020-12-16
Company: FORD MOTOR CREDIT CO.
State: CA
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:
In XX/XX/XXXX, I purchased a XXXXXXXX XXXX from Ford Motor Co. and had it financed through Ford Credit. I have never missed a payment for the entirety of my loan. On XX/XX/XXXX, I logged onto my " account manager '' to submit my payment, as I do every month. I set up the payment by entering the amount to be paid, selecting my bank information, set it to be sent that day, and selected " submit payment. '' However, on XX/XX/XXXX, I received notification from my credit monitoring company that Ford Credit had reported my account 30 days past due. I immediately logged into my account to see what had happened and I found that Ford Credit 's Account Manager website did not process my payment as I had requested it to. So, I immediately submitted payment again and contacted Ford Credit to get this matter resolved and requested that the error be removed from my credit report ( s ).

I was able to contact Ford Credit by phone on XXXX XXXX, 2020. They do not have a customer help center to handle these matters by phone, which is extremely challenging for customers who are in need of immediate assistance. I was given a physical address and was told to write them a letter. I provided documentation to support my position that I had logged in to my account and submitted payment, as well as, detailed information to explain my position and request that this error be removed from my credit report. 
After providing documentation, writing multiple letters to their Credit Dispute department, Ford Credit refuses to remove the 30 day late reporting from my credit report ( s ) and account. In the last letter I received from Ford Credit 's Credit Dispute Department dated XX/XX/XXXX, XXXX XXXX, Executive Analyst, accused me of lying by intentionally not setting up a payment by stating, " As such, the payment was not processed AS YOU EXPECTED. '' Additionally, I sent a letter to Ford 's Board of Directors on XX/XX/XXXX, to which I did not receive a response. 

From XX/XX/XXXX to XX/XX/XXXX, Ford Credit never contacted me to let me know that the payment had not been received. Had they done so, this matter would have been resolved and my account would have never gone 30 days past due. 

Furthermore, the reporting of the 30-day late payment is extremely distressing and will cause my family and I severe suffering if it is not reversed. I am currently in the middle of buying a new home and moving out of state for work. During this transition, my small children ( ages XXXX and XXXX ) and I are temporarily living with family. If this 30-day late payment stays on my record, I will no longer qualify for my home loan, could lose my job if I am unable to relocate, and my children and I will become homeless. With everything that has happened this year due to COVID-19 and how it has affected my family personally, I am not sure how we could recover from this. The reporting of this late payment will have catastrophic effects on my familys well-being and this has been explained to Ford Credit numerous time to which they do not acknowledge.

Through my experience with Ford Credit, I believe the following to be true in regards to their business practices and file the following complaints : -Reporting inaccurate information to credit bureaus that does not reflect their customer 's true credit worthiness and commitment to paying their debts -Refusal to work with customer to find mutually agreed upon solutions, when proper documentation and proof are submitted -Insulting response letters written by XXXX XXXX, Executive Analyst, causing further emotional distress to customer -Predatorial business practices by failing to notify customer in time to prevent derogatory and damaging effects to customer 's credit report -Poor customer service

Company response to consumer: Closed with explanation