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:
Beginning XX/XX/XXXX and continuing through XXXX, my family and I have experienced a consistent pattern of misconduct by Honda Financial Services ( HFS ) and its affiliated ThirdParty Administrator ( TPA ) XXXX XXXX The conduct includes unauthorized sharing of personally identifiable information ( PII ), vishing, attempted collection of debts not owed, and systemic refusal to escalate matters to internal compliance despite repeated requests. XXXX. Unauthorized Sharing of PII With TPA XXXX XXXX Since XX/XX/XXXX, HFS has repeatedly transmitted our PIIincluding names, phone numbers, account identifiers, and voiceprintsto outside TPA XXXX XXXX without consent and without a permissible purpose. These TPAs then contact us weekly or more, often from offshore call centers, and openly admit on recorded lines that they are : attempting to collect payments on accounts that are in deferment, attempting to collect balances not owed, unable to verify their own appointment or authority, unable to escalate to any compliance department, quoting insurance information despite not being licensed or appointed to do so. These calls include vishing tactics : collecting full PII, requesting verbal confirmations, and capturing voice recordings while refusing to provide written disclosures, callback numbers, or identity verification. XXXX. Repeated Attempts to Collect Debts Not Owed Despite written and verbal notice that the accounts in question were : in deferment, under dispute, subject to insurance irregularities reported to HFS, HFS and its TPAs continued to call, text, and email demanding payment. On multiple recorded calls, representatives acknowledged : they could see the deferment, they could not explain why the account was still in collections, they could not escalate the matter, they had no internal compliance line, they were just reading what the system tells us. This demonstrates that the collection activity is not tied to the actual account status, but to an automated or outsourced workflow that continues regardless of customer disputes or deferment status. XXXX. Absence of Any Internal Compliance Escalation Path Across dozens of calls since XX/XX/XXXX, HFS representatives repeatedly stated : We do not have a compliance department. There is no one to escalate this to. We can not transfer you to anyone above us. We are not allowed to provide internal contact information. This is inconsistent with the obligations of a national servicer handling consumer financial information, insurance verification, and credit reporting. XXXX. Unappointed Agents Quoting Insurance and Providing False Information On multiple occasions, HFS frontline staff and TPAswho are not appointed insurance agentsquoted insurance coverage, made statements about policy status, and attempted to override information provided directly by our insurer. This occurred even after : we reported insurance irregularities, we provided documentation, we requested formal compliance review, we notified them that quoting insurance without appointment is prohibited. XXXX. Retaliatory Behavior by Local Honda Dealership Management When we escalated these issues to local Honda dealership management, including : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, the response was hostile, dismissive, and retaliatory. Instead of documenting the irregularities or escalating to HFS Compliance, they : raised their voices, blamed us for HFS errors, refused to acknowledge the servicers obligations, attempted to shift responsibility back onto the customer, minimized the seriousness of PII sharing and improper collections. Each time, I reminded themclearly and professionallyof the servicers duties when a customer reports insurance irregularities, including : verifying insurance directly with the carrier, halting collection activity during dispute review, escalating to internal compliance, correcting system errors, ensuring no unauthorized thirdparty access to PII.

Company response to consumer: Closed with explanation