Consumer complaint received 2023-11-21
Company: American Credit Acceptance, LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Repossession
Sub-issue: Company communicating payment assistance or payment extension options

Complaint:
On Wednesday XX/XX/XXXX I spoke with a rep from American Credit Acceptance from my work phone and cell phone to advise that I wouldn't be able to make a payment till Friday XX/XX/XXXX to pay for my past due payment and I wanted to make sure my car would be in repossession status.I was prompted to reach out to the company because of emails I received on XX/XX/XXXX and on XX/XX/XXXX that may vehicle was being assigned for repossession.So I reached out to inform them that I didn't get paid till that Friday, and the individual I spoke advised me she couldn't set up a promise to pay but I should be okay to make payment on Friday XX/XX/XXXX and my vehicle will not get repoed. I also tried to go online to make a promise to pay for XX/XX/XXXX but wasn't able to do so. I understand that I was late on making my payments but to wake up and my vehicle be repoed the next two days when I was told that everything should be okay because she would notate account to avoid repo happening. On Thursday XX/XX/XXXX I woke up and got ready to leave for work and my car was gone. I contacted American Credit Acceptance and they advised me that my car has been repoed, and I informed the rep that I spoke to someone on XX/XX/XXXX he informed me he didn't see any notes of any conversation, and then he transferred me to the reinstatement department were I spoke with a lady regarding the process on getting my car back. She also informed me that since there wasn't a promise to pay and my car was going to get picked up regardless. My car was parked in the front of my garage of my home if I felt that my car was going to be repoed or it may be a chance they would be getting my car I would have parked it in the garage not outside my home. I felt that I was okay I trusted what was advised to me, but these unfair and deceptive actions violate the Consumer financial protection act. Also after picking my car up when I got in it from the repo company Total Collateral Adjusters a sensor light was on stating malfunction with a triangle warning light on. Ive drove the car and the sensor keeps coming on and now my car is making a squeaky noise like something is wrong with the brakes and my car wasn't doing that till now. I also filled a affidavit with the repo company regarding this matter and was told to drive my car more than 75 miles which I did but the triangle warning sensor is still on and my breaks are still making squeaky noises. From what my manual book is advising for my car is that the safety brake has been malfunctioned. Also I was informed by multiple reps at the repo company that I wouldn't be charge a repo fee I received three messages stating that and then when it came to the day for my appointment to get my car I received a text message same day that I need to pay XXXX when I was verbally told not once or twice but on three different occasion that I didn't need to pay anything. I feel that in this process of getting my car back I've been misleading and provided incorrect information please see following pics to support my concerns. Also the reinstatement letter its very misleading because it informs you that the office closes at XXXX and is open Monday thru Friday XXXX to XXXX XXXX but its misleading if your planning on getting your car back because you try calling the XXXX you press 1 regarding your vehicle being towed you have to leave a voicemail no one returns your call in a timely matter I had to keep calling the number and try different options once I finally got help I still had to wait another day because I had to make an appointment. So there's a lot of misleading information on both parties in and again I was told I didn't have any fees, and was told by XXXX at the repo place that they didn't put final charges in till today.

Company response to consumer: Closed with explanation