Consumer complaint received 2019-06-08
Company: American Credit Acceptance, LLC
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Hello, We have had an ongoing issue with American Credit Acceptance. This past month, on XXXXXXXX XXXX XXXX with no notifications or anything, they had taken our car into repossession. We have been making our payments diligently and we believed we were caught up. Being that they do not update our credit information until I send in a dispute through XXXX XXXX, we were not aware of any sort of delinquencies. We had issues with them starting in XX/XX/2015, I had just started a new job and we had the vehicle for about a year. I ended up needing emergency surgery for XXXX, which according to the doctor, I almost died from. My husband was under stress and duress with the situation and knew we had a payment coming up and contacted them to see if we could make a payment later in the week. In this phone call they told him as long as he paid {$300.00} they could defer the payment. Our payments are {$460.00}. He made the payment to them. I was in the hospital from Thursday to Saturday, came home Saturday afternoon. Sunday was ok then come Monday the car was gone. They had repossessed it. We had gone through a lot to get the car back, spending {$2300.00} in repossession fees, over {$300.00} in cab fare to get me to and from work since I just started the job and could not take time off. At that time we worked hard to get the car back. A year later, even though we are making payments, the car was taken again and again we paid all the repossession fees, towing fees, cab fare, and rental car fees ( to drive out of state to pick up the car from the auction house in Indiana ). Then it happened again just a few months after that even though Mr. XXXX XXXX gave us a 2 month extension, they didn't give us enough time to recoup our losses. 
We have been fine for the past 3 years. We've made our payments with no issues. This past year, we haven't received any letters, notifications or even billing letters. Their website is hard to navigate when trying to find out how much is paid off. They do not have any rhyme or reason to how payments are made. This current repossession that happened on XXXXXXXX XXXX XXXX was unwarranted. I feel that this company is predatory and knew that we had made arrangements to spend a large amount to get the vehicle back. At this time, it is at a loss and they have already auctioned the vehicle. During this time, I had contacted the XXXX XXXX XXXX. When Mr. XXXX would reply to them with his comments, he would give " round about '' answers, and would not give the correct information. He stated we were 100 days past due but we have been making payments all year long, paying more than the allotted amount. After the car was taken, we THEN received one phone call each ( my husband and myself ) but no answer was left for our voicemails. ACA claims they sent a letter in XX/XX/XXXX but we never received anything but they waited until XX/XX/XXXX to take the vehicle? There was never a certified letter sent. If there was, we would have contacted them to find out what was going on since we ARE making payments. Back to the XXXX, when I would decline Mr. XXXX ' replies, they would purposely update our credit report. I do have proof of this. Then a second time I had email Mr. XXXX trying to figure out what is going on, they had updated our credit yet again and I have proof of this as well, with an email from the XXXX  and about an hour later I received a notice from XXXX XXXX stating there was a change. Mr. XXXX knew we were in the process of trying to find a new apartment ( our property manager, XXXX love her, had been so patient with us through this whole ordeal but now has no choice but to terminate our lease because of ACA ). Mr. XXXX is trying to strongarm us into dropping these complaints by playing on our situation as us being parents. Our XXXX year old daughter is in XXXX XXXX classes at school and my husband is under a doctor 's care. He knows our history and he is purposely preying on this. I do truly hope you can help us. We are not the only ones they have done this to. There are many reviews on this company by other customers who have had the same thing happen. We are not deadbeat customers. We have paid our dues. We have been making our payments for 5 years now and the total that has been paid off is {$4000.00}?? The claim that in order to get the car back ( which is already auctioned now ) we would have to pay {$17000.00} when we have already paid well over {$32000.00}. 
Please, I beg of you to help us with this. This is not right. This is not ethical. They are seriously wanting to make an XXXX year old girl with XXXX XXXX  and her family homeless. 

P.S. I do have many email messages, screenshots of our credit report along with the email notices and documents that I can send you if needed.

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