Consumer complaint received 2026-04-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: FORD MOTOR CREDIT CO.
State: CA

Complaint narrative:
On XX/XX/year>, I contacted the dealerships finance representative to cancel my extended warranty and GAP. In response, I was told on XX/XX/year> to text again when my first payment came up so the cancellation could be processed. I replied the same day that my first payment was supposed to come in 45 days and that I wanted both cancellations handled as soon as possible. I was then told my payment would come in 23 weeks, that the first payment was due in 45 days, and to text again the next day so they could see if it could be done immediately. On XX/XX/year>, I followed up again asking whether my refund request had been completed. I was told the cancellation form would be sent the following week and to text again the next Thursday. In that same exchange, the representative also encouraged me to reconsider canceling the warranty and GAP. I then stated that I wanted to proceed with the cancellation and also explained that I had been misinformed about the accessories charge and wanted a refund for the XXXX device, which cost {$990.00}. On XX/XX/year>, I followed up again regarding refunds for the extended warranty, XXXX, and accessories. I was told the representative would call the next day and send the cancellation document. On XX/XX/year>, I again asked to have the cancellations and refunds for the extended warranty, GAP, and accessories completed. I was then told that accessories were not cancellable, but that the cancellation form for the warranty would be sent. Because I was frustrated that my requests were continuing to be brushed off, I went in person to the dealership on XX/XX/year> and signed paperwork for my refund cancellation request. I asked for a copy of what I signed, but I was not provided one even after asking. After being told the accessories were not cancellable, I also asked why the accessories charge was not cancellable. I did not receive a response to that question. On XX/XX/year>, I followed up again and asked when my refund would be reflected on my loan balance. I was told that it takes some time but that it had already been processed. Later, I contacted XXXX directly and was told the refund check for the extended warranty had been issued on XX/XX/year> and that I was waiting on the dealership to process it. After the extended warranty refund was finally processed, I sent two additional follow-up messages stating that I was still waiting on the GAP refund. I did not receive a response to either message. The extended warranty refund was eventually processed, but the GAP refund was not. I also requested a refund for the {$990.00} XXXX add-on, was told accessories were not cancellable, received no explanation when I asked why, and was not given a copy of the refund paperwork I signed in person. I am requesting review of the dealerships handling of the GAP refund, the XXXX add-on/refund denial, and the failure to provide me with a copy of the paperwork I signed. XXXX XXXX XXXX XXXX XXXX and XXXX XXXX handled the sale and refund issue

Company response to consumer: Closed with explanation