Consumer complaint received 2024-04-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: FORD MOTOR CREDIT CO.
State: TX

Complaint narrative:
I am trying to transfer my equity to another person. I started this process on XX/XX/2024. I was told that it could take up to XXXX  weeks and I realize that I am still in the XXXX week timeframe, however I am not getting any assistance from XXXX credit. 

- On XX/XX/XXXX, I was sent a XXXX email that was supposed to contain the application for the buyer but it was not a fillable document per XXXX. When I called, they told me they would resend but it would take up to XXXX hours. When they resent the application more than XXXX hours later, the buyer had to request an additional application, as there are XXXX buyers. XXXX  will not talk to my buyer so I had to request it. I also requested this by mail and never received it. I also never received my mailed in request returned to me and this was sent in early XXXX, which means it was delivered to XXXX. 

- I never receive any direction on next steps or what the process is. I, and my buyer, receive random XXXX emails and just try to figure out what the next step is. I received a letter from XXXX at the beginning advising me that I will receive instructions as to next steps and I never have. 

- On XX/XX/XXXX, we received yet another XXXX. It said that we should sign where indicated on the documetns and that original documents had to be sent in. However the buyer and I assumed that everything was fine through XXXX as we had never been told different. The buyer and I completed all the documents and on XX/XX/XXXX, I called to ask if anything needed to be done. They then told me that the buyer and I would need to mail in original signatures on two documents. This was the first time we were told this. I asked on the phone on XX/XX/XXXX for them to resend the documents that needed to be mailed in and I never received them. I asked on the phone on XX/XX/XXXX what documents needed to be signed and the women asked me if I would rather wait until I received the documents for them to walk me through it. I told her no and asked her to explain then, which she did. As we never received the documents, we went back through the completed forms, found them, printed them and signed. 

- I sent in the mailed documents to the address XXXX Credit specified on the morning of XX/XX/XXXX. As of today, XX/XX/XXXX, XXXX has not received them. They were mailed from an apartment building in XXXX, TX, where I confirmed the outgoing mail was picked up every business day, and I have not received them as returned. I call every day to check on them. When I call, I am different things each time- the mail is received at XXXX and XXXX XXXX  every day, the mail is received at midnight and not scanned in until after XXXX the following day. I was told the office closes at XXXX M-F and when I called in on Friday, XX/XX/XXXX at XXXX XXXX, the office was closed, which I confirmed with an operator. 

- I am leaving for the XXXX XXXX in XXXX on XX/XX/XXXX. I will not have easy access to mail, a phone and potentially the internet. I was going to set up a Power of Attorney with a friend who can take care of this when I leave and when I called Ford to ask about it, they told me I would need to talk to the XXXX  XXXX. When I spoke with the XXXX XXXXXXXX, they told me that XXXX Credit should be my POA. When I called XXXX back, they agreed and told me one of the documents I mailed in that they hadn't received would take care of this. 

- I received a survey in XXXX regarding my experience and filled it out explaining my issues. I received a follow up call and email from someone about it and contacted him XX/XX/XXXX for assistance. He said he would follow up with a supervisor to get this fast tracked. I have never spoken with a supervisor at XXXX Credit. 

- Every time I call in, I have to go through identifying security questions ( SSN, name, address, phone ) but one time when I called the woman made me give all this plus year make model of vehicle, and my VIN, which I did not have. 

Again, I understand that this process was supposed to take XXXX  weeks. XXXX Credit stated this in a letter to me and said it was incumbent on us returning the documents timely. Every time the buyer and I receive a request or a XXXX or a bill, we fill it out immediately, the same day. XXXX does not do the same. There is not only no sense of urgency, but a blatant disregard for my concerns and no willingness to help. There is no direction and no one who is willing to help me problem solve to get this resolved. Can someone please help? I know you can not change what my state requirements are but I would like to ask for someone's assistance to figure out how to do this. As stated, I am leaving the country and I can not afford to keep making payments on this vehicle when I'm out of the country as the XXXX XXXX is a volunteer organization. 

I live XXXX miles from the buyer so it is not convenient to keep meeting up to sign documents together. We will be mailing the documents on Wednesday XX/XX/XXXX with a tracking number but I do not feel confident that they will be received or handled in a timely manner by XXXX  Credit.

Company response to consumer: Closed with explanation