Consumer complaint received 2023-04-17
Company: American Credit Acceptance, LLC
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Hello, I purchased my vehicle in XXXX with XXXX and was approved by American credit acceptance. My first payment was on time and then on I believe. However, starting in the year XXXX I was having financial difficulties because of a job that was slowly being taken away from me. Less hours to leave of absence. I was making par payments, communicating on my circumstances to make sure my vehicle would not be repossessed. But American credit did ILLEGALLY repossess my vehicle. I told them before they took my car that I will be calling back on XXXX XXXX, XXXX, to give an update or payment. I was waiting on my income tax check by mail because the irs sent my refund to my bank account and XXXX XXXX closed my account before my refund arrived, that's another story ( illegal overdraft fees ). Once I received my refund, I had to get my car back because they repossessed it before XXXX XXXX, XXXX, So, I paid the XXXX fees, money I owed, which was not much, and I paid them in XX/XX/XXXX up to XX/XX/XXXX. I believe American Credit Acceptance repossessed my car because of income tax time to get more money. Now present. I moved back home to XXXX, Pa to start over. During that time my family and I was homeless living with a friend to a shelter for 6 months or more this was during the months of XX/XX/XXXX -- XX/XX/XXXX being homeless, we are now in a home, thank XXXX. I was not working during the time. I called to make arrangements, explained my life changing events. I made arrangements to pay in XX/XX/XXXX, but I got my first pay incorrect, so I called back to change the arrangement hard time to do that as well. I had to speak with a supervisor XXXX because the other person XXXX would not help, all was being offered is to repo my car or unfortunately we can't help repeatedly. The arrangement with XXXX was for XXXX XXXX XXXX, XXXX. I called on XX/XX/XXXX to communicate this and It was a brick wall. I was asking for 2 more weeks with a supervisor by the name XXXX as we were talking about my situation, she was so busy talking about how my car was on the repo list in XXXX and unfortunately. Then my phone died. They probably put in notes I hung up, no I did not. Instead of helping me with arrangements to pay my car and to help keep me in my vehicle as stated by American credit by emails. I receive several emails from them asking if my finances have impacted me yes, my whole life was impacted, and no extended help. My car is how I get to work to pay all my bills. I had to get loud because of my frustration of the incompetence of help and lack of empathy. I would appreciate if someone can look into my repossession because I believe in my heart it was not to be repossessed and to please give me more time to pay my debt. I would not be receiving that email if my account wasn't in good standing and my payment history. P.S I also feel a little harassed instead of helped. Customer Service reps I dealt with were very rude and attitude problems, as well.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation