Consumer complaint received 2026-03-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: FORD MOTOR CREDIT CO.
State: NV

Complaint narrative:
In XX/XX/year>, Ford Motor Company called me about extension and late fees on my car loan. I agreed to pay off the {$2000.00} starting on the XXXX, but the agent didn't explain how to send the payment or request a confirmation number. I drove to XXXX, made a payment for {$280.00} including a {$1.00} fee on the XXXXXXXX XXXX XXXXXXXX. A week later, I found an email from FMC stating my account was sent to the Credit Bureau as charged off. I called FMC to ask why this happened. XXXX, a representative, put me on hold to review confusing notes left by a previous agent. She clarified that my payment was due on XX/XX/XXXX but was received on the XXXX, which led to my account being charged off. I explained to her that there was an error, as I had made the payment on the XXXX, not the XXXX. XXXX then requested the confirmation number from my receipt, which I provided. She stated, " The agent should have instructed you on how to make this payment and advised you to call back with the confirmation number. '' I responded that I had not received such instructions, likely due to a previous disagreement between the agent and me regarding her manner during our conversation. She kept insisting on different things, and I responded by telling her she was mistaken. After placing me on hold, she returned and said, " XXXX XXXX, please don't be upset with me. '' Having checked your account, you are correcta recent payment was made, and it was not a returned check. I replied, " This information should have been confirmed before contacting me. We spent over 30 minutes debating this issue, and now I'm late picking up my bus students because you made me anxious and I needed to get to the bottom of this. '' I explained to XXXX that, despite her agent expressing frustration with me, I always remained professional. I also noted that our calls are available for review if necessary. During our conversation, XXXX inquired about when I could make my first payment regarding the extension and late fees, to which I responded on the XXXX ; we both agreed on this date. The agent then stated the payment needed to be made on or before the XXXX, which I acknowledged, and subsequently completed the payment on the XXXX. Given this, I questioned why the account was reported to the credit bureau as charged off. XXXX responded that the payment was received after the XXXX and on the XXXX. I clarified that I am not affiliated with their organization and was not aware of the specific payment method required to ensure same-day processing nor was I told anything else other than making my payment. After providing XXXX with the confirmation number obtained from bill pay, she advised that the agent should have explained the payment process to me and instructed me to call back with the confirmation number. XXXX then stated that there was nothing further she could do, as her agent had informed me that if the payment was not received at their office by the XXXX, my account would be charged off. Despite making the payment on the XXXX, it was processed on the XXXX, resulting in a negative item on my credit report. Consequently, I now must wait several years for this record to be removed before I can apply for school loans.

Company response to consumer: Closed with non-monetary relief