Consumer complaint received 2023-11-18
Company: American Credit Acceptance, LLC
State: LA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My XXXX XXXX XXXX XXXX financed by ACA ( American Credit Acceptance ), was totaled. It was towed to XXXX in XXXX XXXX, LA. Upon talking with XXXX ' Claim Adjuster, XXXX XXXX XXXX she informed me that she had initiated the paperwork on the claim and would be sending her appraiser to the tow yard to get the appraisal on my car. When her person went to the tow yard on XXXX and again on XXXX, they were advised the vehicle was not there. XXXX XXXX XXXX XXXX via phone and email to check information on tow yard was correct. I contacted tow yard via phone on XXXX, and was informed, vehicle was towed, possibly by lienholder and was given name and number of company who picked up vehicle. It was XXXX XXXX. I called them and was told they had an order from ACA to go pick up vehicle from XXXX XXXX. Meanwhile, XXXX informed me they no longer had my vehicle. It was towed from their yard by XXXX. I was given number to XXXX and called them. I spoke to XXXX. She informed me that XXXX said it was a repossession and they are acquiring title and are going to sell vehicle at auction. I asked how do I stop it because it is Not a repo but a total loss. She said I couldn't and only person that could was ACA. I immediately hung up with her, called XXXX XXXX XXXX XXXX her of ACA 's actions. She, also had discovered what ACA had done. She talk to XXXX XXXX, Team Lead in Loss Mitigation Dept to get the situation corrected. XXXX XXXX, did, in fact, admit it was a mistake and it was not a repossession and vehicle was a total loss. XXXX XXXX XXXX who and why this was coded as a repossession and XXXX XXXX said XXXX did not know. She then immediately sent a release to XXXX giving the possession of vehicle to XXXX, XXXX, so vehicle would not be sent to Auction. On XXXX, I called ACA ( did not get name of representative but the calls are recorded ). I was told my car loan account will be reported to all credit bureaus as paid in full, total loss and closed at the end of the month ( XX/XX/2023 ). On XXXX, I contacted ACA and spoke to XXXX. I informed her that my online account shows the payment from XXXX XXXX was applied on XXXX and a separate payment was applied on XXXX and asked about account status. She said account bal was {$0.00} and I will get the paperwork in the mail for the closed account. Also, will be reported to credit bureaus. On XXXX, I checked my credit report and ACA still hadn't reported anything about my account. I talked to XXXX. He put me on hold and went to ask a supervisor. He came back and said he had to send a request upstairs to the department that does the reporting. He said it would take XXXX business days before I hear back. On XXXX, XXXX reported my account as closed, paid, charged-off and Act of God. I immediately called ACA because that is not what I was told. I spoke to XXXX. She said they were experiencing system issues so she was limited on what she could help me with. I asked for her supervisor. Her supervisor, XXXX XXXX, verified system was partly down but would help me as much as possible. She also stated the Total Loss Department deals with the credit reporting issues and they did not work on XXXX, so Id have to speak to that dep on Monday. She said, because I did not pay the XX/XX/2023 payment, my account was reported as a charge-off instead of paid in full. I expressed that couldn't be correct or legal because no one that I spoke to since my vehicle was totaled said my account would be reported as a charge-off if XXXX payment was not paid. Also, why would it be a charge-off if they were paid in full? It shouldn't matter if the money came from me, insurance, XXXX, the government or someone random, its paid in full. She said nothing. She advised me to call her back in an hour or later in hopes system would be back up and she look further at my account. I expressed to her that reporting is unfair to me and I would not be able to obtain any financing with them saying my account is a charge-off. I agreed to call back. I also explained to her I ws recovering frm a major XXXX and this situation was putting more strain on me while trying to recover because now I'm worried I won't be able to get finanacing fir another vehicle. I waited several hours. I checked my credit and the previous reporting by ACA was removed! My credit score plummeted XXXX points! I was distraught. I called ACA back and got XXXX. I explained that the floor supervisor, XXXX XXXX asked me to call back and she would speak with me about my account. XXXX put me on hold to go get supervisor, XXXX XXXX. She came back to the line and said she was unavailable. I asked could I hold. She said, honestly, she is refusing to come to the phone. I told her what happened with my credit report and had questions about my report changes. She said the only thing she could do was advise me to call back on Monday and talk to someone in the Total Loss Department. I remembered I had XXXX XXXX email address soI emailed her to seek assistance. I knew ftom what the sup told me earlier that the persons in Total Loss supposedly did not work on XXXX, but she would get email on Monday. I never received any reply from her. On Monday, XXXX, I called XXXX 's Total Loss Dept. I spoke to XXXX. I explained what had happened on that Saturday and ask for a supervisor. She put me on hold. She came back to the line and said when the payment check was applied, the account was considered a charge-off but couldn't explain why that was. She never gave me a supervisor or anybody else to talk to. She said I had to send a dispute in writing and gave me an online address. I said to her again, I wanted a supervisor. It didn't make any sense that my credit report went from 30 days to paid and closed. Nothing about a repossession. She still did not acknowledge. I thanked her for her time and ended call. On XXXX, XXXX then reported to XXXX my car loan account was closed and charged off as bad debt. On XXXX, XXXX reported car loan account as a charge-off to XXXX. On XXXX, ACA, then reported I had 100 % paymen history. They never changed the charge-off status to paid in full, total loss. On XXXX, I attempted to get vehicle. All the lenders denied me based on the charge-off staus on my credit reports. The finance Mgr @ XXXX XXXX XXXX explained, even though I had all my pap showing it was not a charge-off, no one wanted to extend me credit. One company finally agreed but the interest rate was really, really high and I woyld be able to afford the note.

Company response to consumer: In progress