Consumer complaint received 2026-01-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: FORD MOTOR CREDIT CO.
State: FL

Complaint narrative:
Below is the complaint that was sent to consumer financial protection bureau. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX XXXX Account # XXXX Formal Complaint Regarding Medical Supplies Held During Repossession On XX/XX/XXXX, my husbands vehicle was repossessed. At the time of the repossession, all of my medical supplies and prescribed medications were inside the vehicle. I was unaware that the repossession had occurred until I woke up in the middle of the night and realized I urgently needed to retrieve my medical supplies. When I went outside, I discovered the vehicle was gone. 
I immediately informed my husband. By XXXX XXXX that morning, he contacted XXXX to explain that my necessary and life-sustaining medical supplies were inside the vehicle and that I needed immediate access to them. Despite clearly communicating the urgency of my medical condition, XXXX XXXX representatives informed him that he could not retrieve any personal belongings or medical supplies until paperwork was processed. 
My husband stressed that this was a dire medical situation and that I needed only to retrieve my medical supplies from the vehicle. The first representative he spoke with told him not to worry and instructed him to pay the repossession amount, assuring him that the vehicle would be released and accessible by noon that day. At no point during that conversation was my husband told that the vehicle would not be returned. 
Because of this assurance, my husband and I believed I would have access to my medications by noon. However, due to the continued refusal to allow access to the vehicle, I was unable to take my medications as prescribed, which caused my health to significantly worsen. 
I have extensive medical documentation that shows I am under continuous medical treatment that requires monthly medical attention and daily prescribed medications. Missing my medications places my healthand potentially my lifeat risk. 
When my husband called back at XXXX, as instructed, he was then informed for the first time that the vehicle would not be returned that day. Even at that point, XXXX still refused to provide information on the vehicles location or allow access to retrieve my medical supplies. As a result, my medical supplies were effectively held until Wednesday, leaving me without critical medication for multiple days. 
This situation was caused by clear miscommunication, refusal to accommodate a medical emergency, and failure to take appropriate action. At no point were reasonable steps taken to immediately release my medical supplies, despite XXXX being fully aware of the medical urgency. 
I am requesting accountability from XXXX for : The misinformation provided to my husband The refusal to release life-threatening medical supplies The delay that directly caused harm to my health I also request clarification on what actions, if any, were taken by XXXX representatives to resolve this situation once they were aware that my medical supplies were inside the vehicle. 
This matter should have been handled immediately. While internal decisions were being discussed, I should have been granted immediate access to my medical supplies. 
I will continue filing formal complaints until XXXX takes responsibility and provides a resolution for what occurred. I am standing firm that accountability is required for the failure to allow me access to my medically necessary supplies when I needed them most.

Company response to consumer: Closed with explanation