Consumer complaint received 2026-02-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: AMERICAN HONDA FINANCE CORP
State: NV

Complaint narrative:
In XX/XX/XXXX, I contacted American Honda Finance to request a temporary payment extension due to financial hardship caused by job loss and ongoing medical treatment. On XX/XX/XXXX, I spoke with a representative who advised that I could submit documentation for supervisory review. I was provided an email address ( XXXX ) and was told a supervisor could review my situation. I sent a summary of my medical visit to XXXX XXXXXXXX XXXXl ( XX/XX/XXXX ) and explained the associated expenses and financial hardship. On XX/XX/XXXX, I called to follow up and was informed that no one had reviewed the information I submitted. I was told an extension would not be provided because I had previously received XXXX approximately XXXX months earlier. I was also told a supervisor could call me back to discuss possible resolution. On XX/XX/XXXX, I spoke with a supervisor regarding my extension request. I explained that I am currently XXXX, unemployed, and pursuing long-term XXXX benefits, which would allow me to make payments going forward. I requested a one-time extension to help cover basic living expenses during this transition. The supervisor denied the request and stated that no extension would be approved even if documentation were submitted by mail. I also requested escalation or review by a different supervisor and was denied. I was provided a mailing address ( XXXX XXXXXXXX XXXX, XXXX, CA XXXX ) but was told that any documentation sent would not change the decision. The call ended without providing any alternative hardship options or appeal process. I am concerned that my hardship request was not reviewed in good faith, that documentation was not considered despite being requested, and that I was denied escalation or meaningful review. I am requesting review of my account by a different supervisor or escalation/compliance team, consideration of my hardship request based on documentation, and written clarification of any hardship or appeal options available. I also called on XX/XX/XXXX right before the XXXX XXXX XXXX visit and sent over emails of estimates of my stay. I will send over my termination letter and the costs and the stay again to that email listed as XXXX I looked on this website and it said the complaint was closed out due to company response. The company was trying to reach a phone number that wasnt on my American Honda finance profile and when I called XX/XX/XXXX they didnt have the resolution on the extension. I told them about how they reached out to the wrong number and they had me make the payment I said I can make until I recieve my benefits and they said they can look into a Fevurary extension to help with the hardship and Ill recieve a call within XXXX days. I was never provided notes or anything regarding the response they submitted to the CFCB on my previous complaint. I updated them with my phone number that was already on my account and reexplained that I can make XXXX payment and the extension for XXXX will help me out with my job loss while waiting on my XXXX payments starting the XXXX of this month. Old complaint number not resolved XXXX. The representative I spoke to and made XX/XX/XXXX payment today XX/XX/XXXX was XXXX and he was a supervisor. Said with all of my new info I will get a call back with a resolution in 2 days after payment clears. I made a payment plus a service fee using my debit card so I can qualify for XXXX extension.

Company response to consumer: Closed with explanation