Consumer complaint received 2022-06-24
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: AMERICAN HONDA FINANCE CORP (NY)

I purchased 3 XXXX from a dealership in New Jersey ( A XXXX XXXX on XX/XX/XXXX, XXXX, and 2 XXXXXXXX in XXXX of XX/XX/XXXX ). All cars were purchased through my company XXXX XXXX XXXX XXXX, and I was forced to personally guarantor the cars, regardless of business credit because that is Honda Financial 's policy. 

I registered all three vehicles in Honda Financial 's portal to my account on XX/XX/XXXX and I set up automatic payments for all three vehicles in succession, on the same day. Honda 's records show they were all registered the same day. 

I was under the assumption that their software would work correctly, but it did not. The two XXXX were paid for each month with the automatic payment ; we have no issue with those 2 vehicles. The XXXX however, was not accounted for by the software. I was given 3 late payments by Honda in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to Honda, there was a payment made by phone in XX/XX/XXXX ; I did not make a payment by phone, especially since I had just set up auto pay. There was then a payment made in XXXX online through the portal for {$1400.00}, which is {$35.00} more than 3 payments. There were two other payments due, plus XXXX, so the amount billed somewhat makes sense. What doesn't make sense is that I, nor anyone I'm affiliated with, did not make a payment using the Honda Finance Portal. 

I believe that Honda Financial 's software malfunctioned. This is evidenced by the inconsistency of payments that were made and missed on the account. I know that I personally set up the auto payments for all three accounts the same day. The two CRVs never missed a payment. I also reassert that I made no manual payments on the account neither by phone nor online portal ( in XXXX and XXXX ). I find it odd that Honda also made no attempts to inform me by phone that my account was going to be delinquent. 

As soon as I realized there was a late payment due on the account, I contacted Honda Financial ( XX/XX/XXXX ) and paid the balance in full. I also disputed all of the late payments, telling them that I had signed up for auto payments and didn't make the payments in XXXX nor XXXX. I asked to speak with a manager. They told me that was not possible, and that I have to wait for a call back from one, which could take up to 3 days. 

After not hearing back in 3 days, I then called Honda Financial again. I asked to speak to a manager, and was told the same thing, even though they never called me back the first time. They said they would not put me on with a manager immediately. I then asked how I can dispute the late payments and this situation. They said I had to mail a physical letter to Honda Financial Services Attn : Credit Dispute, XXXX XXXX XXXX, XXXX, XXXX XXXX and wait for a response. There was nothing else I could do. After I explained to them that wasn't good enough, they said that their stance was that you missed the payments. I asked if it is possible that the software malfunctioned. They would not respond. I asked if the software had ever malfunctioned in the past. They would not respond. 

I mailed out the letter on XX/XX/XXXX. I have still not heard a response from Honda. 

The dispute letter I submitted is attached, as well as screen shots of my credit file showing the paid and missed payments.