Consumer complaint received 2019-09-28
Company: American Credit Acceptance, LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/2019 I spoke with a representative by the name of XXXX and cancelled a {$560.00} payment scheduled for XX/XX/2019. I also asked that XXXX send a billing statement by mail to allow me to pay by mail instead of being charged {$6.00} by XXXX XXXX each time i make a payment. My husband had asked a previous representative in XXXX to do the same, but we hadnt received it by XX/XX/2019 so I requested one again. XXXX stated that the payment was cancelled and he would be sending the statement. On XX/XX/2019, I received a notice from my bank stating it had become overdrawn. When I looked into it, I had a charge from American Credit Acceptance for the {$560.00} I had previously cancelled on XX/XX/2019. On XX/XX/2019 at XXXX PST, i reaches out to American Credit Acceptance and spike with XXXX. XXXX stated that he saw where I called on XX/XX/XXXX and  cancelled the payment and he saw where I was still charged. XXXX stated that the payment would be refunded to me and it would be overnighted to me. He stated I would receive the refund by XX/XX/2019. I also asked about the fees that my bank charged for being overdrawn and he stated I could send them a copy of the bank statement and they could possibly refund those fees as well. I called my bank that same morning and my bank refunded the fees and I also had my bank place a stop payment on any and all payments American Credit Acceptance would attempt to process from that day forward. I had not received anything by XX/XX/2019 so I reached out to American Credit Acceptance once again. This time I spoke with XXXX. XXXX stated that the refund was approved on XX/XX/2019, but it needed to be approved by another department and that department barely approved it on XX/XX/2019. She apologized for the misinformation given by XXXX and stated the refund would be sent to me that evening and would get to me no later than XX/XX/2019. On XX/XX/2019, I still had not received the refund. I reached out, yet again, to American Credit Acceptance and spoke with XXXX this time. XXXX advised me that she could see where the refund was approved on XX/XX/2019, but no information regarding the payment being sent. She then informed me that the payment processing department was closed for the day and for the weekend. She stated she would escalate the issue to her supervisor and her supervisor would email the payment processing team and I would have to get in contact with the payment processing team on XX/XX/2019 to see what they would decide they could do for the refund. I also asked what would be done about my account continuing to be further past due because they processed a payment when it was cancelled and it started this mess. XXXX stated that even though she was in the collections department she could not help me with that and I would need to escalate that with the payment processing department as well.

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