Consumer complaint received 2025-11-05 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: FORD MOTOR CREDIT CO.
State: MI

Complaint narrative:
This is the letter I mailed to XXXX Customer Service, explaining the situation : XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX XX/XX/year> XXXX XXXX Customer Service P.O. XXXX XXXX XXXX, OH XXXX RE : Account Number XXXX - Dispute of Collections Referral Current Lease Account : XXXX Dear Ford Credit, I am writing to formally dispute the referral of my lease-end mileage charges ( Account # XXXX ) to collections agency XXXX & XXXX XXXX and to request immediate recall of this account. I am a current Ford Credit customer with an active lease and a demonstrated history of consistent, on-time payments. The referral to collections occurred despite my good-faith efforts to satisfy this obligation, which were significantly hindered by systemic barriers Ford Credit created .

I have been a loyal Ford Credit customer with an established track record of reliable, on-time lease payments over multiple years. When I turned in my lease approximately XXXX months ago and was notified of mileage charges, I fully intended to satisfy this obligation within the given timeframe. 
During the six-month payment period, I made multiple payments toward this balance, including a substantial payment in XX/XX/year> that represented over 50 % of the total amount owed. On XX/XX/year>, I attempted to make my final payment to satisfy the account in full, only to discover that the account had been referred to collections without adequate notice or opportunity to resolve. 
Ford Credit created unreasonable obstacles that prevented me from effectively managing this account : 1. No Digital Account Integration : Unlike my current lease account, which I can easily access through Ford Credit 's online portal, this mileage charge account was entirely separate and inaccessible through my standard Ford Credit login. I was given no explanation for why this account was split off from my existing digital infrastructure.

2. No Online Balance Visibility : I had no way to view my current balance, payment history, or remaining amount owed through any digital platform. This made it impossible to track my progress toward payoff.

3. No Automated Payment Options : Ford Credit did not allow me to set up automatic payments or recurring payments for this account, despite offering these features for my active lease.

4. Unreliable Mail Communication : Ford Credit claims to have sent multiple notices via mail. However, I only received a few sporadic notices during the six-month periodnot monthly statements or consistent communication that would have allowed me to track my obligation.

5. Unverified Phone and Email Contact : Ford Credit claims to have called and emailed me. I have no phone records, voicemails, or missed call notifications that substantiate any phone contact. Regarding email, I maintain only one email address, which unfortunately receives thousands of newsletters and solicitations monthly. If Ford Credit sent emails, they were not marked as urgent or flagged in a way that would distinguish them from commercial solicitations, and I have no record of receiving them.

Disability Accommodation I have a documented disability ( ADD/ADHD ) that affects my executive function, including my ability to recall tasks and obligations without systematic reminders and accessible tracking tools. The lack of digital account access, automated payment options, and consistent communication created barriers that directly impacted my ability to manage this debt. 
Ford Credit 's decision to segregate this account from my existing digital toolstools I successfully use to manage my current lease payments on timeeffectively removed the accommodations that enable me to meet my financial obligations reliably.

Request for Resolution Given my status as a current customer with years of on-time payments, my demonstrated good-faith efforts to pay this debt ( including a 50 % + payment in XXXX ), and the systemic barriers Ford Credit created, I respectfully request the following : 1. Immediate recall of this account from XXXX XXXX XXXX XXXX. Opportunity to pay the remaining balance in full directly to Ford Credit 3. Written confirmation that this account will not be reported to credit bureaus 4. Explanation of why this account was not integrated into my existing Ford Credit digital access I am prepared to satisfy this debt in full immediately upon recall from collections. I have been a loyal customer and wish to maintain a positive relationship with Ford Credit, particularly as I continue to lease from your company.

I am also filing a complaint with the Consumer Financial Protection Bureau regarding the practices outlined in this letter, as I believe Ford Credit 's lack of reasonable payment infrastructure and inconsistent communication may violate consumer protection standards. 
Please respond to this dispute within 30 days. I can be reached at XXXX or XXXX. 
Thank you for your prompt attention to this matter. 
Sincerely, XXXX XXXX ________________________________________ Enclosures : Copy of Ford Credit statement showing XXXX payment Copy of bank statement showing attempted final payment XX/XX/year> Documentation of current Ford Credit lease account and payment history ________________________________________ CC : Consumer Financial Protection Bureau

Company response to consumer: Closed with explanation