Consumer complaint received 2016-09-30
Company: AMERICAN HONDA FINANCE CORP
State: TX
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I have purchased XXXX XXXX 's from American Honda Finance and never missed or been late on a payment. Six months before my Lease conclusion, as recommended by Honda, I went into XXXX XXXX XXXX of XXXX, TX. from whom I 've purchased XXXX Cars to get my newest XXXX. As a single Woman I was treated as if my greatest concern was how I could get the most expensive car I could finance. I explained several times which Vehicle I wanted only to be told I wanted another. This continued until and past the maturity of my Lease. Each weekend began thinking the whole thing would be over soon but ended with no new Car. 6 weeks after my Lease conclusion I called Honda to file a complaint. I explained that despite my history I was being told I needed a minimum of {$1000.00} down in order to receive a {$610.00} payment on a XXXX I did not want. This was $ XXXX over my {$0.00} down & fully loaded XXXX. I was also told in 6 months when I had shown I could reliably make the payment I could refinance the new Car and receive a better monthly payment. When I questioned " Does n't my History already show this? '' It was glazed over. After Months of frustration I called to extend my lease while I tried to find another XXXX Dealership. I made a full car Payment plus a fee XXXX/XXXX/2016 and explained I would be caught up and pay any additional fees XXXX/XXXX/2016. 
XXXX XXXX/XXXX/2016 my Daughter informed me that " Strange Men were in the Yard with Flashlights. '' They explained that they were here to repo my Car for nonpayment. I asked If I could call Honda to find out what was going on and was told " No, they 're not even in until XXXX. '' The men allowed us to remove our family 's things and were very polite considering. I was left with no way to get work and miles from the nearest rental. I ultimately missed over half a day 's work just trying to find someone I could speak with at Honda. 
When I finally spoke to a Person at Honda she could n't find my information. When she did she did n't understand why the Car had been repossessed. Instead of helping, instead of anything, she just hung up on me. The second person I reached told me the situation was my fault and I might be allowed to go find my car and get my things. However, if I wanted the Car back I would have to pay the full purchase price of the Vehicle. When I pointed out I had paid ( bank verified ) Honda on the XXXX and I had agreed to paying any fees by XXXX XXXX he eventually acknowledged my payment. He told me I should have followed up but now there was nothing he for me without remittance of the full purchase price of the Car. When asked several times if there was anyone I could speak with who could help he did not respond. 
After going to a XXXX Dealership for the first time in 20 years, I was informed that my Credit report shows I am 2 months behind on a lease, the Car was " recovered '' and I have 5 months on a Six Months extension to my Lease. They refused any any kind of financing despite my past Car Payment History. As a Single Mother and XXXX I commute XXXX miles each way to XXXX XXXX where I work long days with XXXX. I am Currently driving a rental from XXXX Rental that is due back in 36 hours. I ca n't afford to keep out any longer. I am faced with going back to a dealership I do n't trust because they are the only people who actually know my past payment history and situation. I do n't expect any kind of respect or reasonable payment options. My dissatisfaction and disappointment in Honda American Financing are beyond my expression.

Company response to consumer: Closed with explanation