Consumer complaint received 2026-04-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: AMERICAN HONDA FINANCE CORP
State: AZ

Complaint narrative:
I am filing this complaint because Honda Financial Services ( HFS ), the servicer of my leased vehicle, has failed to investigate documented fraud, insurance irregularities, unauthorized debits, and identitytheftrelated activity that I have reported repeatedly since XX/XX/year>. Instead of escalating my reports to their fraud or compliance teams, HFS continues to contact me once daily on average, including twice today, despite my repeated instructions to escalate. This continued contact is occurring even though I am a federal whistleblower with an active XXXX case number, and despite a police report filed yesterday for unauthorized access to my bank account by an unappointed adjuster on the mutual property. I have repeatedly uploaded my XXXX Police Department reports to HFS, and I am the victim of multiple felonious activities committed by unappointed agents, unauthorized adjusters, and unauthorized transactions. I also submitted another hardship request to my HFS portal today, which remains unaddressed. XXXX. Longstanding Reports Ignored ( XX/XX/year> Present ) Since XX/XX/year>, I have repeatedly reported to HFS : Insurance irregularities Unappointed adjuster activity Identityintegrity concerns XXXX misuse Servicing errors Failure to verify insurance at lease signing Failure to conduct a reasonable investigation All reports were made in writing. HFS has never escalated the matter or provided any documentation of a reasonable investigation. I have repeatedly uploaded XXXX XXXX police reports to HFS documenting these issues, and they have taken no action. XXXX. Unauthorized Debits and Financial Harm Caused by an Unappointed Agent An unappointed agent has now withdrawn thousands of dollars from my bank accountfar exceeding the quoted amounts and far exceeding my monthly payment. Over {$600.00} was removed yesterday, which is the second unauthorized withdrawal this month. These amounts are significantly higher than my monthly payment. I notified HFS immediately and told them these debits were unauthorized and excessive. Despite this, HFS continues to harass me as the victim and attempt to collect on amounts that were fraudulently withdrawn. These unauthorized debits constitute : Unauthorized electronic fund transfers Identity theft Fraud Failure to supervise agents XXXX violations HFS has not paused contact, has not escalated the matter, and has not initiated any investigation. XXXX. Daily Contact Instead of Escalation HFS contacts me once daily on average, and today they contacted me twice, even after : A fresh police report A documented fraud event My whistleblower status My repeated instructions to escalate My ongoing hardship status Unauthorized debits totaling thousands Daily contact during an active dispute is a servicing violation, and contacting me twice today after a police report and unauthorized withdrawals is unacceptable. I am also receiving harassing communications via U.S. mail, despite being the documented victim. XXXX. Whistleblower Retaliation Exposure ( XXXX Case Number ) I am a federal whistleblower with an active XXXX case number. HFS is aware of this. Continued daily contact, failure to escalate, refusal to investigate, and attempts to collect on fraudulent charges constitute retaliatory conduct under federal standards. XXXX. Hardship Requests Ignored I have submitted multiple hardship notices due to the ongoing fraud and identitytheft issues. Another hardship request was uploaded to my HFS portal today, and they have still not acknowledged, processed, or escalated any of them. XXXX. Request for CFPBMandated Compliance Review of the Deal Sleeve I am requesting that the CFPB require the lender/servicer to conduct a full compliancelevel review of the deal sleeve associated with my account. The deal sleeve they provided to me is outdated, contains insurance irregularities, and has not been updated despite nine months of repeated written notices requesting escalation to Compliance. The deal sleeve is a core servicing and riskmanagement document that must accurately reflect : the insurance policy on file, the dates and terms of coverage, the parties involved, and any forceplaced or lenderplaced insurance activity. Because the lender/servicer has failed to update or correct this document after multiple reports, I am requesting that the CFPB require : A compliancelevel audit of the deal sleeve and all associated insurance records. Identification of the individual ( s ) or department responsible for maintaining and updating the deal sleeve. Documentation showing when the deal sleeve was last updated and by whom, including any internal notes or audit trails. Correction of all inaccuracies and production of a current, complete, and accurate deal sleeve. A written explanation for why my repeated requests for escalation were ignored for nine months, despite the clear compliance implications. This failure to maintain an accurate deal sleeve, combined with the ongoing insurance irregularities and lack of escalation, represents a serious servicing failure and raises concerns about recordkeeping integrity, insurance handling, and potential UDAAP violations. I now have to close all my accounts per chase business as somehow they have managed to bypass blocks I previously placed on their ACH withdrawals.

Company response to consumer: Closed with explanation