Consumer complaint received 2017-12-20
Company: CREDIT ACCEPTANCE CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Got a used car through Credit Acceptance in XX/XX/XXXX. I knew the interest would be high, due to my credit, however, did n't know exactly how high until after I signed for the loan. ( XXXX XXXX XXXX in XXXX, VA did n't even reveal the name of the creditor until after paperwork was signed, which should have been a big red flag for me, but I was being coerced into getting a vehicle. ) XX/XX/XXXX through XX/XX/XXXX went pretty smoothly. At that time, my elder father XXXX and I decided to relocate to Arizona. I left my job at that time and did n't find work again until I found a temp position in Arizona in late XX/XX/XXXX. I kept explaining my situation to Credit Acceptance, and told them I had money coming from my retirement funds back in Virginia, but they were rude and nasty and would not work with me. Every time I spoke to someone I was asked why I had gotten into this situation and I asked them to read my notes on my account rather than having to tell the same tale again and again. Their response to that ( every day!! ) was that they were looking at my notes, however, I was now talking to Mr./Ms. " so-and-so '' and I had to explain to them what the problem was. Eventually, Credit Acceptance repossessed the vehicle. I received the money I was expecting in XX/XX/XXXX and called to make arrangements to get the vehicle back. I sent Credit Acceptance the money they required and I went and picked the vehicle up. At the end of XX/XX/XXXX I decided that since I was n't finding permanent work I would be moving back to Virginia. After moving back I was out of work until XX/XX/XXXX, however I was able to make a payment of {$450.00} on XX/XX/XXXX. Credit Acceptance again repossessed the vehicle on XX/XX/XXXX. On XX/XX/XXXX, I called Credit Acceptance to find out how much money I needed to get the vehicle back again. I paid {$680.00} on XX/XX/XXXX, but was told at that time that the auction house that had the vehicle was closed for the XXXX XXXX weekend and I would have to call back on the following Tuesday. On Tuesday, XX/XX/XXXX I called Credit Acceptance back again to get the location of the vehicle so I could pick it up. I was then told that the auction house refused to release the vehicle to me because they were repairing a damaged bumper. I told Credit Acceptance that all of the scratches and damage on the car was there when I bought the car and that the auction had no right to do unauthorized repairs. They informed me that they did not need authorization for the repairs and that I would be paying for the repairs. This cat and mouse game continued for 11 days until the XX/XX/XXXX. After 11 days, Credit Acceptance told me where I could go to pick up the vehicle. They then told me that there was still a balance of over {$900.00} for all of the fees involved in the repossession. They offered to increase my monthly payments to {$460.00} for the next 24 months until I " caught up '' and then my payments would go back to the original payment amount. I accepted and went and picked up the vehicle. They withheld the vehicle from me for 11 full days without giving me a valid reason. They would not tell me where the vehicle was located even though I had paid all the funds they said I had to pay to get the vehicle back. Upon picking the vehicle up at the auction house, I had to wait for over an hour for the auction house to locate the vehicle. When they finally found it, I immediately looked at the bumper to check the " repair '', and there had been no repair, whatsoever. I asked the man at the auction house about this and he said he had no idea what I was talking about. He called the business office and asked someone there and they said they knew nothing about it. He then told me that there had obviously been a miscommunication between me and Credit Acceptance. My own personal belief is that the vehicle was auctioned off immediately upon repossession and it took Credit Acceptance 11 days to clear the matter up and get the vehicle back to the auction house after I had paid to them to get it back. On XX/XX/XXXX I made the first agreed upon payment of {$460.00} ( plus a {$3.00} XXXX XXXX XXXX fee. SEE ATTACHMENT ) On XX/XX/XXXX, I logged into XXXX XXXX XXXX to make my next payment, however, when I tried to select XX/XX/XXXX as my payment date, I received an error message saying that I had to choose a business day 's date. Therefore, I chose, Monday, XX/XX/XXXX. On Tuesday, XX/XX/XXXX, Credit Acceptance called me and informed me that my payment was late and therefore I had broken the agreement I had made for the next 24 months. I told the male rep that my payment was NOT late because I was forced to choose a business day 's date for payment and that XXXX XXXX XXXX would n't accept my choice of XX/XX/XXXX because it was a Sunday. He then informed me that he was doing me a favor of reinstating the agreement and that I needed to relax.He then " fixed the issue '' and I was on par once again. ( SEE ATTACHMENT ) Because of this issue, I made a point of going onto XXXX XXXX XXXX and I believed that I had canceled the payment to come out on the XX/XX/XXXX, and I set up a payment to come out of my bank account on XX/XX/XXXX ( ONE DAY SOONER THAN MY DUE DATE ). ( SEE ATTACHMENT )  Apparently, there was some sort of error where I did n't correctly stop the payment for XX/XX/XXXX. So, a payment came out of checking account on XX/XX/XXXX, which Credit Acceptance received and then another payment came out on XX/XX/XXXX. I immediately called my bank and placed a stop payment because this payment was going to overdraw my account. XX/XX/XXXX Credit Acceptance called me and informed me that I had once again broken my agreement by stopping payment at my bank for a payment that was owed. I explained the situation and told them that I had stopped payment on a SECOND payment for the month of XX/XX/XXXX and that I had sent the payment of {$460.00} on XX/XX/XXXX. They said that is false and that I am now in arrears over {$860.00} for stopping a payment at my bank that was owed. They admit that they see and received the payment on XX/XX/XXXX, but because I stopped a payment at my bank on XX/XX/XXXX, I am in breach of my agreement. They keep bringing up the XX/XX/XXXX issue of my paying on a Sunday and when I explain what happened, they have told me, " Oh yes, Sunday is a business day because we WORK on Sundays. '' Then I have been told to forget about what happened in XX/XX/XXXX, and " let 's get back to the here and now. '' They are so argumentative that I have to try to speak over them in order to say anything at all. They tell me that I need to be quiet and let them " interject '' and then when you try to give input, they tell me that I am NOT listening and I am NOT letting them talk They will not admit that they would have erroneously received TWO payments in XX/XX/XXXX if I had not stopped the second one, nor will they admit that if there had been no second payment set up in error, there would be no issue here. They are harassing me daily and I have have told them that they are lower than low and the XXXX of the XXXX, and I am not in breach of my agreement YET, but they can come and get the vehicle because they have been the rudest, lowest, most common and crooked people I have ever had the misfortune to deal with. I have read hundreds of reviews about Credit Acceptance regarding their crooked ways and how they " ruin lives '' and cheat people out of money. I have reported them to every entity that I can think to report them and I intend to continue to send every entity and media outlet my story regarding my dealings with them.

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