Product: Vehicle loan or lease

I got in a car accident on XX/XX/XXXX and filed a claim through my insurance company, XXXX. My insurance took the proper steps to investigate and complete the claim. After sending me an estimate of how much my car was worth ( {$20000.00} ), they reached out to XXXX XXXX, my lien holder, to find out the remaining balance I owed to them and requested a " Letter of Guarantee '' so that they could send them the check. The check was sent, and XXXX sent me an email with the information that was provided to them, and the amount XXXX said was owed to them. I called them to question the amount, because the amount Foursight gave to them was {$10000.00}, and I thought I owed more. The amount was confirmed through my insurance agent, who sent me a copy of the Letter of Guarantee that XXXX XXXX sent to them and stated that they have to pay the amount that the lien holder is stating I owed, and confirmed that they sent XXXX a check in that amount. I then called XXXX to verify that this was in fact the amount that they stated I owed them on the letter of guarantee and they agreed as well. 

A few weeks later, on XX/XX/XXXX I got a phone call and a few emails from XXXX XXXX stating that they received a " short insurance check '' from my insurance company and that I needed to send them the " remaining balance '' and that once I sent it, they would " continue working on my XXXX/warranties on my account ''. I then received a second email from XXXX stating " Just to let you know we would need the remaining insurance check balance for the XXXX claim to be finalized they request the total loss documents and the insurance check and if they dont match the claim wont be accepted. If you have any question, you could email me back. '' I called XXXX because I was very confused as to what was going on, when I spoke to the supervisor, he stated that someone on their end had " made a typo '' on the letter of guarantee, and he doesn't know how it happened, but that I still needed to come up with the remaining balance. I stated that this was " their mistake '' and that I would not be paying them for a mistake they made. I stated that everyone did what they were supposed to do, I filed a claim through my insurance as I was supposed to, and they reached out to the lien holder for the pay off amount and sent the check in the amount that was told to them that was due. They were VERY rude and said that I needed to figure out how to get them the money. I offered to file a claim through my XXXX XXXX XXXX  to see if they would pay the difference, but that was all I could do for them. 

I then called my insurance to see if I was wrong about any of this, and they reiterated what was stated above, which was that I didn't do anything incorrect, and that I don't need to pay the remaining balance to the lien holder because it was the lien holders mistake. They also informed me that they told the lien holder they also, would not be paying them the remaining balance, and that the only option they offered them, was to come pay the tow and storage fees and pickup the car, in which they did not respond to this email. 

XXXX also gave me the run around about who my XXXX XXXX XXXX was, they gave me XXXX different companies which were all wrong, and I had to figure it out on my own. When I finally spoke to the XXXX XXXX XXXX, ( Dealer Loyalty Protection ) via email, they some how had already spoken to XXXX, so I find it very strange that they gave me the wrong information about who my XXXX XXXX  was, and that they had already started a claim on XX/XX/XXXX ( which they stated in an email ) on my behalf before knowing if XXXX XXXX was going to be necessary to cover the balance. 

After speaking to the XXXX XXXX XXXX and providing them with all the documents they requested, which took awhile because XXXX refused to send me a copy of the check that XXXX sent them, I had to ask them for this check 4 times before they sent it. XXXX informed me that they would only pay an amount of {$5200.00}. I called them to get an understating of the breakdown, the woman stated that they will only pay the difference of what the insurance company sent, and what was left to pay on my account. I informed them that insurance company DID NOT send Foursight a check for {$20000.00}, that was only the ESTIMATE amount of what the car was worth, and that the check that was sent to XXXX was in the amount of {$10000.00} because that is the amount that XXXX requested from XXXX according to the letter of guarantee. She asked via email, if XXXX checks were sent, and I told her no, only XXXX check was sent. She stated " it doesn't matter, we determine the amount by what the estimate amount was from your insurance '' And I asked " even if that's not what was payed to the company? That doesn't make much sense. I was told by my insurance company that as long as the letter of guarantee amount matches the check amount, XXXX should kick in ''. She informed me that this is incorrect. She stated that she was going to send a breakdown of the funds that will be paid out by XXXX and that I needed to read over the agreement and sign it, in order for them to send XXXX the XXXX check. 

Once I received the agreement from the XXXX insurance, I called back to speak with a supervisor because I did not agree with one portion on the agreement, which stated that " I understand that any remaining amounts ( if any ) will be my sole responsibility and that upon payment of the final amount due to lienholder by administrator, I can not request additional amounts to be paid by administrator '', because I do not agree to pay Foursight the remaining balance. I asked if they could remove that, and I would sign because the issue of payment is honestly with XXXX, and that I will deal with them for this issue. He stated he would not take that out, and that XXXX emailed then on XX/XX/XXXX stating they sent XXXX XXXX checks to total the amount of {$20000.00}. I told him that this information was incorrect, and that only XXXX check was sent in the amount of {$10000.00} and that the remaining balance due to the lienholder was much more that {$5200.00}. He was very rude, continued to cut me off and said that he would no longer be helping me. 

XXXX continues to call me, trying to intimidate me to pay the remaining balance, I have told them repeatedly that I'm not going to do so and that they need to find a resolution for their mistake. They are rude and not willing to work with me or find a resolution to this issue. They have reported my payments late for a car I haven't had since XXXX and it has caused my credit score to drop drastically. They also have not made any attempt to pick the car up from the insurance company and pay the fees which would help them and give them possession of the car to help pay off the remaining balance. They are causing me major stress and anxiety while they continue to harass me.