Consumer complaint received 2018-05-18
Company: FORD MOTOR CREDIT CO.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX   XXXX XXXX XXXX, XX/XX/XXXX To Whom It May Concern : I have had an extremely frustrating time trying to work with Ford Motor Credit trying to get my online payments working correctly.

The required information needed to research the compliant with Ford Motor Credit to investigate this issue is as follows : Account : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX   Account # : XXXX Address : Ford Motor Credit XXXX XXXX XXXX XXXX, XXXX XXXX Details regarding my account : I have been a customer with Ford Motor Credit for +20 years with no problems and in good standing. Up until recently, I paid my account by check.

In XX/XX/XXXX, I started having problems with getting my statements in the mail. I have continually contacted Ford Motor for the reason my statements were not coming in the mail.

o Customer Service said that they were undeliverable as reported allegedly by the XXXX XXXX post office.

o When I checked with the XXXX XXXX main post office they said there was no problem, and I am receiving all of my other mail uninterrupted. This raises a red flag right away. Is Ford Motor Credit lying to me to get off paper statements?

Due to my traveling, I tried to use the online payment system with Ford Credit. I have had a couple of problems where the payment did not go through, which I detected when I did my check book reconciliation every 3 to 4 weeks.

o When I detected the issue, every time, I contacted Ford Credit immediately to correct the issue.

o Never has the issue been that I did not have the funds available.

If I travel or I am in tax season, I try to pay all my monthly bills at one time with reference to all my paper statements.

I have continuously paid my bills off the statements, which includes XXXX, XXXX, XXXX, and XXXX, with no problems.

o Even though I have not been receiving my statements from Ford Credit, I have tried to make payments to Ford online with the one-time payment option.

I have continuously tried to work with Ford Credit to rectify the problem regarding the online payment and receiving paper statements. Each time Customer Service has tried to work with me. Problems that I have are as follows : o Reversing the late payment, due to the online payment option. Customer Service acts like I am doing something nefarious. This is frustrating due to the fact that I am being diligent to rectify the problem.

o Paper statements, based on feedback from Customer Service, is being turned back on. Two to three times, Customer Service says the statements are undeliverable, continuously refuted by the XXXX XXXX Post office.

Advice from Ford Credit Customer Service as to options were not complete and transparent regarding the pros and cons. For example, when encountering the problems with the online payment system, I was told that everything would be fine. Upon reviewing my credit report in XXXX, I discovered that Ford Credit had reported me to my credit bureau Note : The decline was 92 to +125 points.

o When reviewing the reason that my credit decline, I discovered the Ford Credit reported that I had had made one delinquent payment.

Ford Credit never followed protocol regarding Customer Service calling or emailing me to let me know that the payment for the respective month had not be received.

o Evident when I call to Customer Service on XX/XX/XXXX to discuss me not receiving my paper statements.

Conclusion My conclusions regarding my experience with Ford Credit was that it overall lacked of professionalism and integrity.

Ford Credit uses heavy hand tactics with its customers even when the customers are acting in good faith to correct problems with Customer Service.

Ford Credit lack integrity regarding what they tell customers.

Ford Credit does not follow its own protocol and then blames its customers for its shortfalls/gaps due to a lack of training.

Ford Credit uses heavy handed tactics to force customers to use autopay.

Due to the above observations, I am reporting Ford Credit to the Consumer Financial Protection Bureau to protect the public for activities by Ford Credit.

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation