Consumer complaint received 2024-02-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Harley Davidson Financial Services Inc
State: FL

Complaint narrative:
I have 3 Motorcycle Accounts with Harley Davidson Financial Services. In XXXX I had to ask for a Natural Disaster Derivatives because my house was damaged by Hurrican Idalia. Several weeks later the same area that was hit by Hurricane Idalia was hit by a Tornado at XXXX in the morning destroying what was left of my house. I had requested this deferment for all 3 accounts, and we led to believe all 3 accounts had a deferment on them. Although I did make a good faith payment on one of the accounts in XX/XX/2023, I made it clear that we were victims of Hurricane Idalia and the subsequent Tornado that hit us on XX/XX/XXXX. I was led to believe that all 3 accounts were deferred, and payments were to resume in XX/XX/2023. In XXXX I was told that one of the accounts was passed due. However, when I spoke to someone named XXXX at HDFS she told me that account was not passed due. I did advise her that I would be paying off the accounts in XXXX. Unfortunately, shortly after that conversation my XXXX-year-old son and his XXXX-year-old Aunt were killed in a Head on Collion This delayed me paying off the accounts. When I went to make payments on the accounts, I found that my online access had been locked and no one would give me a reason why. I later found out that someone had accessed my HDFS accounts and had changed my method of payment and made several fraudulent payments on each of the accounts thus causing return and late fees to be assessed. This occurred we believe from the theft of a XXXX XXXX that was taken from my son 's car sometime during the recovery of the car, by an unknown suspect. We are working with our attorney and law enforcement on that matter. I have reached out to several people at HDFS, as has my attorney, to resolve this matter. I have attempted to return messages from XXXX XXXX, XXXX XXXX, and most recently the Collections XXXX XXXX. Because of the time zone difference, we've struggled to communicate or come up with a solution. In fact, the one conversation I've had with XXXX XXXX he does not seem interested in a plan that would benefit both myself or HDFS. From advice of my attorney, I have requested a document for all of the accounts showing the account information, amounts owned, and pay off amounts since I am unable to access my accounts online. Also, XXXX XXXX is wanting me to make payment via XXXX XXXX, which is not feasible for me to do. I was misled into thinking that there were no problems the accounts and was not made aware of any suspicious or fraudulent activity on any of the accounts. I do not have a problem paying on the accounts, my attorney had asked to have the amount that is owed deferred and put to the end of the loan and allow me to start paying off the accounts. I've been able to do this to other accounts that had similar issues and yet we do not understand why HDFS is unwilling to do this. HDFS has been provided with several documents to support the Natural Disaster, The Death of my Son, the Theft of the Tablet, and the fact I can not access my HDFS Account. HDFS seems more interested in trying to claim the victim rather than working out a solution to this problem. I can't even get them to return phone calls when i give a specific time that I'm available to talk this matter over. My attorney even attempted to contact XXXX XXXX and XXXX XXXX with no success.

Company response to consumer: Closed with explanation