Consumer complaint received 2017-02-03
Company: AMERICAN HONDA FINANCE CORP
State: MA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I paid my car loan off & Honda Financial Services ( HFS ) refuses to release the title to my car. I was informed on XXXX/XXXX/XXXX, that on XXXX/XXXX/XXXX, they assessed my account a {$50.00} fee for repossession. In XXXX XXXX, my car was NOT repossessed! 
On XXXX/XXXX/XXXX, I contacted HFS because I had learned that a HFS had called my elderly mother 's cell phone. HFS provided detailed information about my account to my mother and threatened to repossess my car. The HFS representative had been informed by my mother that he did not have the correct telephone number & that he was n't speaking to the right person. She disconnected the call me & called the number back. My mother spoke to a woman and told her what had happened and wanted HFS to call me directly & explained she had a XXXX & it was confusing her why they were calling her. The woman from XXXX told my mother she would have to call me herself. ( Please note that my mother was not on the car loan note NOR was she a person listed as a person HFS could share information with ) My mother contacted me at approximately XXXX that morning ( XXXX/XXXX/XXXX XXXX & informed a man from HFS threatened to repossess my car & the woman she spoke aid to call them. My mother also forwarded the voicemail she had received which was clearly from HFS. I immediately contacted HFS. 
HFS denied contacting my mother and I played the voicemail message for the XXXX representative who then transferred me to a supervisor. The supervisor I spoke with stated he did not know why someone had contacted my mother as she was not a person listed on my account. I gave the supervisor permission on XXXX/XXXX/XXXX for to speak with my mother directly so he could get the information he needed to be sure it did not happen again. I was informed that I had to pay {$880.00} that morning & it was recommended that I pay via XXXX or XXXX XXXX to be sure funds were credited immediately. As requested, the payment was made on XXXX/XXXX/XXXX @ XXXX. At approximately XXXX, HFS was provided with the XXXX reference number. HFS was specifically asked to make sure the repossession was cancelled & the HFS supervisor stated that the repossession request had NOT been sent out & there was nothing to cancel. The supervisor was made aware that my recalled airbags still had n't been replaced, the protection package purchased on recommendation of HFS had issues & the repairs & services were n't being provided. He informed me airbags were back ordered. 
Upon receipt of my car loan statement for XXXX XXXX, I noted their was a {$50.00} repossession fee dated XXXX/XXXX/XXXX so I contacted HFS & the representative stated that it would be reversed/waived because my payment had been received that morning and went on to explain that it was a " crossed communication ''. 
I contacted HFS upon receipt the XXXX, XXXX, & XXXX XXXX statements the repossession fee was still listed & different reason why it had n't been reversed were given ( ex : " it can take XXXX billing cycles '' ). 
After I made my final payment I contacted HFS numerous times for the title to my car. I would leave voicemail messages with no response. On XXXX/XXXX/XXXX, I contacted HFS XXXX & was informed my title will not be released until I pay the repossession fee from XXXX/XXXX/XXXX. I informed the representative that the car had not been repossessed & I had been told on a number of separate occasions it would be reversed. 
On XXXX/XXXX/XXXX, I called HFS, I informed the representative ( XXXX ) that the car had not been repossessed on XXXX/XXXX/XXXX & requested a phone call from someone who could correct the issue and release my car title. 
I believe that HFS is doing this in retaliation of my demand to : correct their erroneous reports to the credit reporting agencies ; replace the airbags that were recalled ; my request for a refund of the protection package ; complaint for violating my privacy

Company response to consumer: Closed with monetary relief