Consumer complaint received 2018-03-02
Company: American Credit Acceptance, LLC
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
On XX/XX/XXXX I called American Credit Acceptance Corporation to establish a payment arrangement to bring my the delinquent loan current. The young lady who was setting up the arrangement was setting up two payments. One payment for {$240.00} for XX/XX/XXXX and additional payment for {$390.00} scheduled to come out on XX/XX/XXXX these two payments would bring me current and the next payment would be due in XX/XX/XXXX. The young lady then provided me with two confirmation numbers, I questioned how she was able to do that for a scheduled payment and she advised that is how their system works. I was skeptical but took her word for it. One hour later I received an alert that both payments had cleared my account, I was furious and called American Credit Acceptance and spoke with a supervisor who advised he would listen to the call and contact me the next day. I advised it is the holiday and I needed those funds back immediately. He advised they would overnight if the call revealed I was correct. He never contacted me so I called back and there were notes on my account that indicated I was correct, so they agreed to refund the money, two day overnight which meant i would not receive it till XX/XX/XXXX. I was furious but there was nothing I could do. In the month of XX/XX/XXXX I noticed that the payment they were supposed to take per the agreement was still in my account so on XX/XX/XXXX I contacted XXXX XXXX XXXX and was advised that my account was 98 days delinquent, I could not understand why. I was advised that the pay arrangement had broken, due to the fact that the young lady took two payments in error, they never reset the arrangement. I advised I would pay the agreed amount over the phone and the representative said he could not honor the original agreement, so I asked to speak with someone who could as this was not my error. He advised no one to speak with at the time, so I asked if I should call back in the morning and he said yes. So on XX/XX/XXXX I called in and asked for a manager, I spoke with XXXX I believe and she advised that they have been trying to contact me. When I asked when and how, she stated we have been calling you a couple of times a day for the last few weeks. I asked did you leave a message for me to contact you? And she stated no. So I asked how would I know that you called, when the name of your company does not show on my called ID? It's just a toll free number. As the conversation went on I was still trying to get someone at American Credit Acceptance to honor the agreement, XXXX refused as well. As we were talking I realize that the repossession company had picked up my vehicle. I was completely outraged, this was not my error and I did everything I could to rectify it. XXXX tried to lay blame on me again, and advised me I would need {$1100.00} ( 2 payments XXXX ) to redeem my vehicle. Additionally I had to pay XXXX to the two yard for admin fees and my vehicle was there for less than 3 hours. American Credit Acceptance Corporation are not knowledgeable about the FDCPA or the rules the govern debt collection. I have tried reasoning with them to resolve this and they simply refuse, their organization needs to be audited not only in their collection but lending practices as well, it boarders on predatory.

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