Consumer complaint received 2020-08-27
Company: CREDIT ACCEPTANCE CORPORATION
State: IN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
My brother passed away suddenly on XX/XX/XXXX XXXX a Veteran of the XXXX XXXX. He had a car loan through Credit Acceptance ( CA ) for a XXXX XXXX XXXX, which my XXXX yr old mother cosigned. We called to find out the options for returning the car. The original terms of loan payment, which she co-signed was a monthly payment of XXXX. At some point CA and my brother lowered the payment from {$340.00} to {$90.00} via a verbal agreement, they said. My mother never authorized a change, nor did she know or approve of the the new terms of the loan. I ask you, why would CA agree to such a change? They knew it would default to her, if my brother did not pay. 
CA was taking advantage of a senior citizen. They knew they could pull this over on her. Also, when she originally signed this loan, the individual at the XXXX XXXX of XXXX XXXX did not cover the Interests Rate. When I pulled the contract out, I had a heart attack! 22.99 % is Predatory and Criminal!! 
When we called CA on XX/XX/XXXX, we also found out that my brother had not sent a payment since XX/XX/XXXX. So, he was in default on his payments and my mother had not received a single letter of notification from CA. When I pointed this out to XXXX at CA, all he had to say was he was sorry. Really?! All while this loan continues to collect interest and late fees. 
NOW, my mother was responsible for paying this loan off ( approx {$10000.00} ). I understand the co-signer responsibilities. After complaints to the Indiana Attorney General and the Indiana Ins and Financial Services and got no further than we were in the first place. We have paid this car off, after getting jacked around, on how to get it paid off and get the title as quickly as possible. We are told it will take 21-30 days for the title. We paid the payoff amount given to us to begin with and I sent a CERTIFIED check overnight USPS. I called the next day to confirm they received it and then found out I still owed XXXX, since it took a week to get them the money. Since they have so many rules of how they WILL NOT take your money. That day, I gave one of their many phone minions my checking information to pay the balance. After almost a month and no title, I called yesterday ( XX/XX/XXXX ) and ask where it was. XXXX in the title dept said, I still owed them XXXX now, because of some nonsense about the payment not going through. I called the bank after that call with CA and my Bank said there was plenty of money in that account and she did not see anything that attempted to hit my account. My opinion is that that phone guy was mad because I was frankly yelling and crying at the way this company does business and so he decided NOT to pass my payment through, since I asked for his name. He was being very condescending to me and when I requested the title dept after I paid, he said, why ... they will tell you the same thing I am telling you. 
Now, I am another month sitting on {$11000.00} out of our pocket and we just want the title so we can recover some of the money. The car is only worth {$5000.00}. I have requested that the title be expedited and was denied. They are frankly just living up to the reputation they have built. 
XXXX in the Title Department truly has been kind and I have felt like she is trying, but it seems like the rest of this company has a mantra to just not be helpful to their customers. 
Have I yelled and cried, yes. I've lost my brother and this has been very painful & stressful. He had no life insurance or will. I'd like everyone of these people to pick their closest relative and then stick them in the ground tomorrow. See how that feels. 
I'm asking for the title to be expedited so we can recoup some of the money we've lost from paying off this care. 

I've read that XXXX XXXX CEO doesn't want to be known. I understand why.. he's the wealthiest man in the XXXX area XXXX I'd want that to be a big secret too. He also runs a very unethical company.

Company response to consumer: Closed with explanation