Consumer complaint received 2023-12-20
Company: AUTOMOTIVE CREDIT CORPORATION
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Repossession
Sub-issue: Damage caused or loss of personal items in vehicle during the actual repossession

Complaint:
My car was repossessed on XX/XX/2023 due to non payment stemming from returned payments in XXXX. I contacted the company to make them aware prior that I was experiencing financial hardship and including loss of income and shelter for my family. I was told that I did not qualify for any deferments and was encouraged to pay the balance immediately. I was able to accumulate XXXX of the near XXXX redemption fee which was quoted to me originally by XXXX the XXXX in redemption. However, when the day came for me to redeem my car ( XX/XX/XXXX ) XXXX was the one who helped process my redemption, He told me that according to the policy that the company had I could redeem my vehicle for the lesser amount that I had. I paid it and was able to redeem my vehicle on the premise that the repo fee of XXXX dollars was going to be sent to the back of my loan and the storage fees would be negotiated uppon my monthly payment by means of an additional fee. My XXXX was supposed to have went to cover my missing payments but the company applied the monthly payments I was making to the storage fees. I was made aware of this by XXXX who contacted me after reviewing my account and noticed that his coworker had redeemed the vehicle to me for less that he had quoted originally which led him to go back and make adjustments to all the payments that I had made since I redeemed. Also these payments were not showing up in my account on the portal nor the report which they provided. So the premise is being created that I have not made any payments and at XXXX point XXXX asked for proof that I was paying. I am not able to pay with my checking account and only able to pay cash or in person. This situation has caused me to be back in default status due to how they erroneously applied my payments..and they are now harassing me with phone calls and threatening to recover my vehicle again. I was quite upset with him for doing this to my account so I did previously attempt to contact him and find out how this could be resolved. I felt he was being insensitive to my situation as he was trying to say that I should be happy he even put the fees to the back of my loan and that my car was still behind due to the storage fees incurred. He insisted that he has done all he can to help but instead he has caused us immense distress in this situation. Also not only did we encounter a financial issue but once the van was finally returned to me I noticed that the car was leaking and overheating from damage to the underbed of the car. As I look further there I notice the hood latch was broken and only made to look like it was fully closed. The latch has been broken. There are also many missing parts, and new hoses that have been taken out and replaced with similar older parts from a similar vehicle including a battery that I recently bought and still had a warranty on. They rewired some parts of my starter and engine to a small battery connected to a main battery which is causing a lot of electrical issues and indicators to spawn. I can not replace my battery without the core battery so I tried to reach out to XXXX again providing him with pictures and video of the issues the car returned with. I then asked for the information they had on my car from the repairs done on my vehicle as he was reading them to me. He would go on to say that I needed to go through my insurance for repairs because neither the auction vendor nor the towing company took responsibility for any damage and claimed that they could not prove that those damages were/ were not already there. I told him I will be pursuing this matter in small claims if I have to and that this treatment is wrong, I disconnected our call and since then they have been calling me and hanging up. When I do try and answer someone I explained to them that my situation has been exacerbated by so much financial pressure I am doing the best I can to pay and they keep letting me know the spill about calls will continue until I make arrangments on the account. I then received another call recently during a meeting I have for an active case and the employee made very dismissive remarks saying that his call was more importatnt and that if my case was so important I would have not answered. He also said that I was the one who is hanging up and not calling back when I am supposed to, I found this odd. Usually, the callers are not rude if I do get a person who isnt hanging up.. he rose his voice sternly and demanded I submit a payment within a certain time. I disconnected the call during his disrespectful comments. I have since been disturbed that I will awake to them trying to take my car again even though I have been actively communicated with them up to this point. I barely sleep at night. I am submitting a claim so that my situation may be reviewed on a higher a level and that an investigation take place into the situation so that my car my be repaired and that my payments be applied to my account as we had discussed on the day of my redemption. I believe they are taking advantage of thier customers situations and being unreasonable.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation