Consumer complaint received 2020-01-09
Company: American Credit Acceptance, LLC
State: IL
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:
I fell behind on my payments, and my car was repossessed on XX/XX/XXXX. I got paid on the XXXX, and my representative set the payment date for the XXXX. I paid via XXXX and called with my number. I was placed on a 10 minute hold while the release was completed. I was told that it was done, and that stops my car from going to auction. I would just have to pay the storage fees. The lot was closed on the XXXX, and my car was sent to auction on the XXXX. That is 2 days after I paid. So now I am being charged at {$200.00} transportation fee and drive 2 hours to get my car. The supervisor XXXX told me that it was my fault because I should have picked the car up on XX/XX/XXXX ( XXXX XXXX 's XXXX ). They hire a 3rd party XXXX XXXX XXXX, but XXXX XXXX has my vehicle. I was told to contact XXXX XXXX XXXX, but they were closed on XXXX XXXX XXXX XXXX. I was never told to contact XXXX XXXX, but she told me that it wasn't her problem. 

I would give the representatives 5 stars. They have all been easy to understand, and very helpful. The supervisors on the other hand are extremely unprofessional. Initially I spoke to XXXX ( employee ID )  XXXX who is a senior representative. He told me that I was not going to get what I requested. I was then transferred to XXXX ( customer ID XXXX ) who is a supervisor, and I have never experienced such unprofessionalism. She was : 1 ) defensive from the start of the call 2 ) interrupted me and spoke over me 3 ) gave inconsistent information and kept changing her story 4 ) Gave me the name of the CEO that she had to XXXX to find. When I asked for the number, she told me that I could XXXX it myself because that is not her job. 
5 ) Told me that upper management wasn't available and gone, but 30 minutes later that their management leaves in 2 minutes. 
6 ) I verified the spelling of her name, she told me that she already spelled it. Her name is XXXX which is not a common name, so I had every right to make sure that I wrote it down correctly when I send my complaint. 
7 ) She told me that I told ths representative that I have to wait for my paycheck to be sent in the mail. I told her that I get direct deposit because my employer doesn't send paycheck. She told me that I was lying and she listened to the call. 

XXXX has no business being a supervisor and representing your company. She is representing American Credit Acceptance, so her actions make your company look horrible. I worked in customer service for 9 years, and a customer should never be talked to the way I was. XXXX needs to be demoted and be retrained on her customer service skills. The same goes for XXXX who is the senior representative. Also, the CEO XXXX XXXX should be offended that his employee in a management position doesn't know his name and had to XXXX it. 

I will be emailing a formal complaint to American Credit Acceptance, and already have the email address. I hope that the corporate office listens to our recorded call to hear how she speaks to customers. 

I can be reached at XXXX and/or XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation