Consumer complaint received 2025-10-27 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Struggling to pay your loan — Denied request to lower payments
Company: AMERICAN HONDA FINANCE CORP
State: IL

Complaint narrative:
I am filing this complaint regarding XXXX XXXX XXXX XXXX  complete failure to respond to my financial hardship request for 82 consecutive days. 

TIMELINE : XX/XX/XXXX : I submitted a detailed financial hardship letter to XXXX XXXX XXXX explaining that I am unemployed and receiving unemployment benefits. I requested assistance with payment deferral, lease modification, or vehicle transition options due to my inability to afford the {$1300.00} monthly lease payment. 

XX/XX/XXXX : I received ONE voicemail from an XXXX representative named " XXXX '' stating that my case ( Case XXXX XXXXXXXX ) had been forwarded to the Finance department for review. This was the only substantive contact I received. 

XX/XX/XXXX : I sent my first follow-up email to XXXX XXXX XXXX requesting an update on my hardship case. No response received. 

XX/XX/XXXX : I sent a second follow-up email - No response received. 

XX/XX/XXXX : I sent a third follow-up email - No response received. 

XXXX XXXX : XXXX communication from Acura Financial Services despite my continued attempts to follow up. 

XX/XX/XXXX ( Today ) : 82 days have elapsed since my original hardship request. My next payment of {$1300.00} is due tomorrow ( XX/XX/XXXX ). I have received NO substantive response, NO callback, NO written communication, and NO hardship options from Acura Financial Services. 

MY FINANCIAL SITUATION : I am currently unemployed and receiving unemployment benefits while actively job searching. I have made every single lease payment on time for 21 consecutive months, totaling {$28000.00} paid to Acura Financial Services. I have a perfect payment history. I am attempting to work proactively and in good faith with XXXX to find a sustainable solution during my temporary financial hardship. 

SYSTEM BARRIERS : Acura Financial Services ' email system has blocked my attempts to communicate about financial hardship. Two of my emails bounced because their system flagged me as " not on the allowed sender list. '' This is a systemic barrier that prevents legitimate customers from communicating about financial hardship situations - a potential consumer protection violation under fair lending regulations. 

ORIGINAL LEASE CONTEXT : This XXXX XXXX XXXX ( Account XXXX XXXX XXXX XXXXXXXX ) resulted from a dealer-forced vehicle exchange in XX/XX/XXXX. I originally leased a XXXX XXXX in XX/XX/XXXX for XXXX XXXX XXXX XXXX XXXX XXXX ). The XXXX lacked the Heads Up Display ( HUD ) feature that I specifically required for medical/vision accommodation needs. When a properly equipped XXXX  with HUD was unavailable, XXXX XXXX XXXX XXXX and Acura Financial Services placed me into a much more expensive XXXXXXXX XXXX XXXX increasing my monthly payment by {$420.00}. My XXXX payoff balance of approximately {$16000.00} was rolled into the XXXX lease capitalized cost. 

I have driven this XXXX fewer than XXXX miles in nearly XXXXwo years, demonstrating that this vehicle is far more than I need or can reasonably afford, particularly during unemployment.

VIOLATIONS : 82-day complete non-response to a good-faith financial hardship request from a customer with perfect payment history Systemic communication barriers blocking customer emails about financial hardship ( " not on allowed sender list '' ) Failure to provide any hardship assistance options, guidance, or acknowledgment as required under fair lending principles Payment due tomorrow with zero resolution path or communication from AFS RELIEF REQUESTED : Immediate contact from Acura Financial Services hardship department with actual decision-making authority Good-faith discussion of available hardship options including : Payment deferral ( 2-3 months ) while I complete my job search Lease modification to reduce monthly payment to sustainable level Transition to a less expensive Honda or XXXX vehicle with lower monthly payment CFPB investigation into XXXX XXXX 82-day abandonment of hardship request and systemic email barriers CFPB mediation to facilitate resolution Correction of email system barriers to ensure future customers can communicate about financial hardship ACCOUNT INFORMATION : Account Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Monthly Payment : {$1300.00} Payments Made : 21 consecutive on-time payments ( {$28000.00} total ) Next Payment Due : XX/XX/XXXX ( tomorrow ) Previous Account : XXXXXXXX XXXX XXXX XXXX, rolled into current XXXX lease ) I am requesting immediate CFPB investigation and assistance in obtaining a response from XXXX XXXX XXXX after 82 days of complete abandonment of my financial hardship request.

Company response to consumer: Closed with explanation