Consumer complaint received 2025-12-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: FORD MOTOR CREDIT CO.
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX XXXX Account # XXXX To Whom It May Concern, I am filing a complaint against Ford Credit regarding the repossession of my vehicle and how they handle the situation. Including holding my belongin gs hostage for so long. My car was taken in the middle of the night witho ut any warning yesterday. I received no letters, emails, phone calls, or text messages about any issue with my account. This repossession was wrongful repo. I can not understand if there was a problem with my account.Why did there was no communication. I review all my phone logs, emails, everything and did not see nothing from them. No letters came in the mail with any warnings that my account was in jeopardy.

At first when I called Ford credit in the morning by XXXX. I was told just pay my monthly loan payment and the repo charges. Then, I could pick up my car by noon. There was no mention at that time that I would not be getting my vehicle. During that phone call conversation I explain, that my wife had critical medical supplies in the car that she needed to get right away. The rep that I was speaking to at that moment told me I would have to wait process the paperwork. Even when they knew how critical it was for me to get the medical supplies to my wife Immediately. 


My wife and I have a XXXX. Only my wife is under medical care. Plus going for treatments for her health on a routine basis. My wife last month had procedures done. Last week she was just seen by her doctor because she has not been feeling good. For credit knew how crucial it was for me to get or has supplies out the car. They delayed the process, knowing it was putting my wife at risk without her medical supplies. Ford credit should be held with accountability on that perspective. Knowing what our supplies, her health could decline even more. They could pull the phone calls and listen when I told them how critical it was for her to get to her medical supplies. That delay could put my wife at risk. Even if they didn't want to give me the car back at that moment, they should at least have allowed me to get my belongings out of there. At that moment, I had somebody who was willing to take me to the location to help me get my stuff.

When I contacted Ford Credit at noon like I was told to, for me to get the car back. I was told I could not have it returned, even though I was ready and willing to pay whatever was past due. Yesterday morning a representative told me I could not recover my vehicle back. Instead i was told I would have to pay the full loan balance off if I really wanted the car. If I had that money, I would have just bought me another car. I was willing to pay my monthly payment. What was past due. 


The miscommunication has been constant, and the treatment I received was rude and unprofessional. 

My wife and I share one vehicle. We both have XXXX, and my wife requires weekly medical treatment. Without this car she can not reach her appointments or receive the care she needs. I also can not get to work. Important medical supplies belonging to my wife are still inside the vehicle, along with my work clothes. At first I was told I could not retrieve any belongings. At that point, they decided to hold my belongings hostage.

When I was finally given the location of the repo lot, I was told it was closed, despite calling Ford Credit since before XXXX yesterday morning to explain how urgent this is. 


Ford ask me why I didn't pay my recent payment. I explain what happen. my bank account was compromised during a fraud investigation. My funds were wiped out and the account was temporarily closed, by the bank. I have proof of this. Fraud was reported on the account. With that being said, my payroll deposits that comes into the account, could not be deposit because the account is closed for fraud. I had no access to my funds at all. Somebody took all my money from my bank account.I am currently waiting for my payroll checks to arrive by mail, which I have not yet received. I had a family member willing to cut out what money was needed to get my car out. While I was still waiting to get my paycheck in the mail.

To have one representative, tell me in the morning I could get my car just pay the past due and repo charge. Then, to have another representative in the afternoon to say, I would not have access to my car anymore. Unless I pay the whole loan off.

I can not understand how ford credit could treat somebody with XXXX like this. Nevertheless, deny my wife 's medical supplies.When she desperately needed it. To hold all my belongings hostage for such a long period of time. Every minute was crucial for my wife. Leaving my wife without her medical supplies. They knew of the dire need and couldn't care less. For myself, I also have to take care of myself too Medically. Which i'm under the doctor 's care. 


My wife and I only have one car between us, which is the one they took away. We have no transportation near us. The job and the doctors are nowhere near us. Plus there would be no way to get to them at all.Or to the job. My wife also sees multiple different doctors at different locations. Definitely there will be no way for her to get the medical care she needs without the car. Plus taking this car will hurt me because I would have no way of getting to work. My wife had medication that needed to be picked up at a pharmacy by my job. I could not get it yesterday because I had no way to get there. Where we live at would be nearly impossible to get anywhere. I would not even be able to go food shopping if I needed to. Nothing is in walking distance. Take in the car, we hurt us financially and medically. I can tell you right now four Ford had no empathy or compassion. They treated me more like the XXXX XXXX XXXX XXXXXXXX. 


I am asking for help and compassion. This situation is devastating for us, especially during the holidays. I am willing to pay what is owed, but I need my car returned and the belongings inside it. Without transportation, my wifes health will decline and I can not maintain my employment. 


Please help us resolve this. We are not trying to avoid payment. We are trying to survive under difficult circumstances and need someone to step in with understanding and fairness. If they don't allow me to get my car back, it would go to auction. This will hurt my credit dramatically because then I would not be able to pay the difference on what is left on the loan like that. There should be no reason that they don't want to reason with me. Why go through all the trouble to send the car to an auction? When I am willing to pay my monthly payments. When i'm asking for, is Ford to return my car to me. Reinstate my loan. Only pay what is past due on the loan. To be willing to work with me to help me. I do not deserve how they've been treating me on the situation. When they took the car, they could clearly see that there was a handicapped placard. So they knew definitely this was a person who has a XXXX in the vehicle. I am asking for someone to look into the situation and fix it before it's too late. I could not pay the entire loan off if they already destroyed my credit with a repo. Because they know definitely, I would not be able to get a loan to pay off that car. Leaving me and my wife stranded. XXXX bless the person who is willing to help me on this situation. 


Thank you for your time and consideration. 


XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX fl XXXX XXXX Account # XXXX

Company response to consumer: Closed with explanation