Consumer complaint received 2026-01-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: FORD MOTOR CREDIT CO.
State: FL

Complaint narrative:
Below is the complaint that was sent to consumer financial protection bureau. 
Ref XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX XXXX Account # XXXX Formal Complaint Regarding Vehicle Repossession and Medical Supplies I strongly disagree with XXXX  actions regarding the repossession of my vehicle and the handling of my account. 

My vehicle was repossessed without any prior notice. I was never contacted by text message, phone call, email, or any other form of communication informing me that there was an issue with my account or that repossession was imminent. Prior to the repossession, I spoke with a Ford representative, and at no point was I told there was a problem with my account. 

At the time of repossession, my wifes prescribed medications and critical medical supplies were inside the vehicle. Despite explaining that this was a medical emergency and that my wife urgently needed her medication, Ford refused to allow us access to retrieve those supplies.

I was explicitly told by a Ford representative that if I paid the repossession fee, I would be able to retrieve my vehicle and my wifes medical supplies by noon that same day. Based on that information, I complied and believed the issue would be resolved quickly. I made it very clear during that call that this was a dire situation involving my wifes health. 

When I called back at noon, expecting to retrieve my vehicle, I was informed for the first time that I would not be getting my vehicle back that day. This caused additional delays and further prevented access to my wifes life-sustaining medications. That delay directly caused my wife to become seriously ill. 

For approximately XXXX weeks following the repossession, I attempted to negotiate in good faith to recover my vehicle. I offered to pay the repossession fee and any missed payments. Ford refused to negotiate and instead demanded full payoff of the entire loanan amount I had no ability to pay, especially while managing my wifes medical crisis.

I contacted Ford repeatedly, reaching out to the customer service department, the redemption center, and the XXXX office. Not XXXX representative was willing to negotiate or offer a reasonable solution. On multiple occasions, I was hung up on. Promises of callbacks were made and never fulfilled. Emails went unanswered. This was consistent, poor customer service across all departments.

Ford continued to work against me rather than with me. I was told the only way to retrieve my vehicle was to pay off the entire loan balance, despite Ford knowing that the damage to my credit made obtaining any loan impossible. This situation was made even worse because it occurred during the holiday season.

It was not until I filed a complaint with the Consumer Financial Protection Bureau that Ford responded at all. Given these circumstances, I do not believe I should be held responsible for any remaining balance after the vehicle is sold at auction. 
I am requesting the following resolution : That the amount received from the auction be considered full and final payment of the loan That no repossession or negative reporting be placed on my credit report That all negative reporting related to this matter be removed I made every reasonable effort to resolve this situation immediately. I contacted Ford right away, attempted to make payments, and tried repeatedly to negotiate. Meanwhile, Ford withheld my wifes life-threatening medical supplies and failed to take appropriate action despite knowing the urgency.

I have phone logs documenting the numerous calls I made, along with copies of emails sent to multiple Ford representatives that went unanswered. Most importantly, there must be accountability for the delay and miscommunication that prevented my wife from accessing her medical supplies.

I am asking Ford to take responsibility, review what went wrong, and work with me to reach a fair resolution. If Ford had been willing to work with me initially, I would have paid the repossession fees, and this matter would have ended there. Instead, this situation caused severe harm to my family, including the withholding of my wifes medical supplies.

If Ford is unwilling to resolve this matter fairly, I will continue filing formal complaints until accountability is established.

For the record until today, I have never received a phone call or email from ford. Addressing my concerns and how the situation was also handled. I wanted somebody from the XXXX office to reach out to me.Discuss my concerns and see what could have been done for me to help me. Not XXXX individual reached out, which is very disgusting. It shows that they did not care of the situation.Nor did they care that a complaint was being filed against them.

Company response to consumer: Closed with explanation