Consumer complaint received 2024-09-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: AMERICAN HONDA FINANCE CORP
State: CA

Complaint narrative:
I contacted Honda Financial Services on XX/XX/XXXX after finding a non-sufficient funds charge that was posted to my account on XX/XX/XXXX. I reviewed my account and found that Honda Financial services withdrew my {$370.00} monthly loan payment on XX/XX/XXXX and then reversed the payment the following day on XX/XX/XXXX. I was slapped with a total of XXXX XXXX  {$22.00} was withdrawn from my bank account and then an additional {$15.00} was tacked on to my auto loan through the Honda Financial Services online portal. 

I contacted Honda on XX/XX/XXXX and spoke with two different employees that were hostile, aggressive, and unwilling to assist. I was told by XXXX, the first representative I spoke with, that my account is delinquent. I informed XXXX that my account has been set to auto pay since I purchased the vehicle from the dealership on XX/XX/XXXX. XXXX told me that my account did not have sufficient funds. XXXX stated that the withdrawal took place on XX/XX/XXXX - despite my auto pay being set for the XXXX of every month. I informed XXXX that my account had more than enough money to process my car payment. I also offered to provide a bank statement proving that my account had more than enough funds. XXXX then demanded that I send my bank statement directly to him, which I abruptly refused and told XXXX I am genuinely concerned with his request for my bank statement.

I told XXXX that I do not understand why the withdrawal is taking place four days sooner than the agreed date. I also informed XXXX that I did not understand why Honda did not attempt to withdraw my payment on the agreed date or that following Monday. I informed XXXX that this does not make sense, and I requested to speak with a supervisor. At this time XXXX stated, " This issue does not escalate to the level of a supervisor. '' I requested to speak with a supervisor a handful of times, but XXXX was loud, abrasive, and continued to interrupt me. I then requested to have the late charge removed as I have an impeccable record with my on-time payments. XXXX laughed and then stated, " That's not going to happen. '' I asked to speak with someone else because XXXX was incapable and unwilling to assist me as a customer. XXXX stated he would connect me to customer service and left me on hold for over sixteen minutes. I ended up hanging up as I was only wasting time speaking with someone as arrogant as XXXX. I called back to speak with another representative who was not any better than XXXX. I did not catch the woman 's name, but she was also unwilling to help. This representative stated that they do not have a supervisor, and I would not be able to speak with one. The representative stated, " I can start a complaint but that's if they even respond. '' I asked the woman for the corporate office phone number, but she refused to provide it to me and stated, " I don't have that information. '' After two calls to Honda Financial Services, I was no further than when I started. I contacted Honda America which led to this complaint. I will absolutely not be paying the late charge for my account when this was not my fault, but clearly the fault of Honda. I am requesting the late charge be reversed from my account. I have attached images that show my payment withdrawn from my account and then reversed. I was then charged a late fee. My account has been in good standing since the purchase of my vehicle. I also want an explanation as to why Honda is taking my payment four days before the agreed date. I was hesitant to make another payment online being that my account indicated a {$370.00} payment was withdrawn on XX/XX/XXXX, but I ended doing it so that my account does not go into further delinquency. I have attached multiple attachments for your reference that show that this is an error on Hondas end that needs to be resolved. I refuse to pay a total of thirty-seven dollars for a delinquent payment when I have always had enough funds in my account.

I sent the above complaint to Honda 's corporate office on XX/XX/XXXX via email after speaking with a representative and being directed to document my complaint by responding to the email. I waited for a response for four consecutive days and not once was I contacted by a supervisor. On XX/XX/XXXX I received an email from Honda Corporate directing me to contact Honda Financial Services despite the fact that my complaint was about their financial services department. I contacted American Honda Financial services on XXXX, XXXX, and on XXXX only to encounter the same vile behavior from the call center employees once again. Despite multiple requests to speak with a supervisor both at the corporate level and at Honda Financial Services, I have not had any success in resolving this issue.

There is not one individual at Honda who has the capacity to connect me with a supervisor to resolve this issue. Honda 's unlawful business practices have negatively impacted me by penalizing me with late charges and reporting fraudulent information to the credit bureau. Honda is continuing the same fraud that resulted in recent class action lawsuits. There is absolutely no one at this corporation that accepts accountability. Honda Corporate, Honda Financial, and American Honda Financial Services, refuses to connect customers who have valid issues to seek any resolution. Every representative I spoke with claims that there are no supervisors to speak with, they can not connect me with one, and I may or may not be contacted by one. Honda should be investigated for such questionable business practices.

Had I known what a disaster this company was when I financed my car, I would have never considered purchasing a {$37000.00} vehicle from a company run by a bunch of criminals who clearly do not care about screwing over customers.

Company response to consumer: Closed with explanation