Consumer complaint received 2024-07-16
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: AMERICAN HONDA FINANCE CORP (AZ)

I am writing to file a formal complaint regarding my recent experience with Honda Financial Services. The lease in question was a total loss in XX/XX/XXXX. I made a payment before the due date in anticipation of the insurance paying it off but I wasnt sure how quickly the payment would post. There was a {$2000.00} deductible. I was offered a 90 day payment plan which took 90 days for an Supervisor at Honda to look at it with no explanation as to why it was taking so long. I continued to make monthly payments by the due date regardless. I received statements and phone calls for 3 months indicating what I owed which wasnt taking into account what I had paid. During this 3 month time frame, I was still making payments and calling in with questions about XXXX insurance, my payment posting, balance due. I might note, I was told incorrectly that there was no record of my leased XXXX vehicle having GAP insurance and it was probably through a third party. I later learned this was incorrect. On XX/XX/XXXX and XX/XX/XXXX I had a voicemail from a representative for call back. I spoke to her on XX/XX/XXXX and she explained that she didnt know why, but whenever I made a payment it was being input manually and thats why it seemed like my balance wasnt going down when I called to get my balance for payment due on the automated system when I called for payoff. She assured me that it was being looked into and I shouldnt have the problem moving forward and my statements should reflect correctly also. I was told if they did not, to rest assured that if I continued to make the monthly payment until the deficit had been paid, there wouldnt be an issue. I was told that I would receive a letter with the correct balance of what was owed. That, in fact, did happen XX/XX/XXXX. Needless to say, I got another incorrect bill. I called on XX/XX/XXXX and referenced the credit letter and balance on the letters I received on XX/XX/XXXX and XX/XX/XXXX. The representative had me on hold twice so he could consult with his superiors and told me I needed to pay XXXX to take care of my balance in full. He assured me this was correct after consulting with his superiors. Today, XX/XX/XXXX, I got a past due notice statement that my total amount due was XXXX. There is also a late payment fee. A current payment due and a past due amount. When I called, after asking to be transferred to a supervisor and I was not, I was told I needed to pay {$340.00}. The same {$340.00} credit I was told would be applied to my balance when I spoke to the representative on XX/XX/XXXX. I was now told from this representative that she saw in the notes and acknowledged I was told by the previous representative on XX/XX/XXXX that the amount would be credited to my balance and it would be addressed but I needed to pay the credit that was posted as a security deposit of {$340.00}. My complaint is the monthly statements and letters sent were/are not accurate nor is the automated system when I call to make a payment. Also, I was given different information by every representative I spoke with at Honda Financial as to the amount that needed to be paid with different explanations as to why.