Consumer complaint received 2020-04-12 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: AMERICAN HONDA FINANCE CORP
State: CA

Complaint narrative:
I turned in my lease on XX/XX/XXXX. I had paid two months earlier than my contract was to end, which was in XXXX. I made an appointment to turn in my vehicle. The man helping me confirmed my payments were made, my vehicle has no damage, and I was under mileage. 

I received a letter dated XX/XX/XXXX. I immediately attempted to call the phone number XXXX. Their customer service was closed. This was about XXXX XXXX pst. Why would a business close that early? I can not call before that as I have a job. I made multiple attempts to call customer service. The letter only states that I am past due and does not indicate what. I made my payments, and it was confirmed. Also, it was confirmed there was no damage to my car. I finally called and spoke with XXXX at XXXX XXXX XXXX. He stated I should have no balance due. After many additional attempts and failures to talk to Honda 's customer service department, I filed a XXXX  complaint. I received one phone call. I called back and left a voicemail to return my call or email me. I never heard back. This is HORRIBLE business practice. I called XXXX again and expressed my frustration, still not knowing why I owe anything. He gave me another number to call for employees ' customer service. I called, and the gentleman said he could not help me as my account was in the Texas office. He didn't have access. 

On XX/XX/XXXX, I found out my credit had a negative rating showing and dropped 60 points due to this charge that nobody could tell me what it was for. Still not hearing back from the XXXX  complaint, XXXX telling me I shouldn't owe, I am at a loss. Finally, XXXX replies to the XXXX  and states they called me many times, emailed, and sent me paperwork by mail. How is this possible when I have no emails, phone records to prove no calls were received, and they have no documentation showing they mailed me anything. My credit was in high standing, I was a loyal customer who paid EARLY on my bills, and now I'm being treated as if I have done something wrong? 

The outcome of the XXXX  complaint was Honda isn't responsible for misinformation from the dealership. The dealership reports it is Honda Financial. So I am stuck in the middle and negatively impacted. This is the worst customer service from both Honda Financial and XXXX XXXX XXXX. 

On XX/XX/XXXX, I received another letter requesting I pay {$280.00}. I called customer service on XX/XX/XXXX, and told them I would like to pay, and I will deal with the dealership to request a payment back since Honda Financial refuses to do anything. I confirmed the amount was what they requested, and my account would show in good standing and paid. I spoke with two different people who confirmed my account would show as Paid In Full and closed and no longer delinquent. Now, I receive a letter dated XX/XX/XXXX, giving me ten days to pay the remaining {$94.00}. XXXX otherwise, my account will be charged-off. This is absolutely NOT what was advised to me. I do not deserve to be consistently lied to be this company and negatively impacting me financially. 

I DEMAND my credit be restored with NO negative marks from Honda Financial, and my account with Honda Financial be settled as paid in full. I want NOTHING to do with this company any longer. 

I have all documentation needed to prove I paid, as they requested.

Company response to consumer: Closed with monetary relief