Consumer complaint received 2021-02-10
Company: American Credit Acceptance, LLC
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
I purchased a XXXX XXXX XXXX XXXX ) and financed it through American Credit Acceptance in XXXX of XXXX. I made my first payment on this vehicle in XXXX of XXXX, and have made payments every month since then until now on the XXXX of each month ( including XX/XX/XXXX ). All payments have been on time. 

Last XXXX I noticed that the loan was not showing on ANY of my credit reports ( my wife and I pay to monitor all 3 monthly through XXXX  and XXXX  ). Upon further investigation, it was showing on my wife 's at the time ( she is the co buyer on the car ) but not mine, so we reached out to American Credit Acceptance and began this process by notifying them of the issue in XXXX ( Yes it's been over 120 days ACTIVELY attempting to fix this ). I was originally told that a ticket was created and I would expect to see it reflected on my credit report next time they updated the account with the bureaus. This never happened. Having to call back, explain, be transfered etc was frustrating but finally it was escalated to their credit dispute department back in XXXX and I was promised the issue would be resolved in 2 weeks. I never received ANY UPDATE OR ANY RESOLUTION. Every single time we have to call it is such an ordeal and there have been times where it has been mentioned how often we are calling in a such condescending way .... I am trying to buy a house and am fast approaching a year of on time payments on a vehicle the loan company hasnt reported to a single bureau as OPEN OR CURRENT OR ANYTHING! Now we have been dealing the EXECUTIVE RESOLUTION TEAM since late XXXX. I have dealt with 3 separate mangers in that department that have literally stone walled me or promised a follow up and every single time they have failed tremendously to follow through. No one ever follows up as promised. Not knowing what else to do, I attempted to contact the credit resolution department beginning around XXXX. Everytime I have to fight to get transfered and explain EVERYTHING OVER AGAIN and now they are telling me there is no way for them to even call their credit dispute department, they have no wy to transfer me and that EVEN they can only contact them via email so the responses regarding my account are very delayed, yet ironically this is irrelevent because they have never given me a single reliable update. It ought to be illegal that they will not provide a number to the department nor have anyone contact me from this team. It is the same story each time. 

Now they are telling me after XXXX XXXX, they have to hire a THIRD PARTY COMPANY TO ATTEMPT ( YES THEY SAID ATTEMPT!!! ) TO CREATE THE TRADELINE AND HISTORY!!! THAT WAS OVER 5 WEEKS AGO! NO FOLLOW UP!!! Here is an example of the latest conversation with their support team via their web based chat.. 

XXXX How can we help you today? 

XXXX I need to probably speak to the executive response team in regards to where you guys are at in getting this tradeline created with the three credit bureaus - You XXXX XXXX You are now connected to XXXX XXXX XXXX 

XXXX XXXX  i have made all these payments and you guys have not reported this account to any of the three bureaus yet - You - XXXX XXXX  Good Afternoon, My name is XXXX XXXX I speaking with XXXX XXXX? XXXX XXXX - XXXX XXXX  so i havent heard from anyone on the XXXX in over 2 weeks. yes. i have no other recourse but to seek legal representation in this matter if we cant make any real headway soon. ive been at this for well over three months this is ridiculous You - XXXX XXXX  Can you verify the last 4 of your SS, please. XXXX XXXX - XXXX XXXX  XXXX You - XXXX XXXX  I understand your concern. Allow me to review your account. XXXX XXXX - XXXX XXXX  ok. You - XXXX XXXX  I do see there was manual request submitted however there is not current update at this time. XXXX XXXX - XXXX XXXX  yeah this problem happens everytime since XXXX of last year. do you understand how ridiculous this is? can you get me a better answer than that? I am going to forward this conversation to the consumer protection bureau this is ridiculous. have someone from your XXXX contact me or my wife. thanks. You They have never followed up as promised and getting tossed around and having to fight tooth and nail WEEKLY to get to someone who can only give false hope and empty promises ought to be fined. This company is engaging in unbecoming practices with their accounts and I am almost to the point of turning this over COMPLETELY to a legal representative. 

WE ARE TRYING TO PURCHASE A HOUSE AND THIS HAD OUGHT TO BE ILLEGAL THE WAY THEY CONDUCT BUSINESS. WE HAVE BEEN AT THIS WEEKLY SOMETIMES DAILY SINCE XXXX OF LAST YEAR WITH NO RESULT!!! PLEASE! ALL I ASK IS TO HAVE THE TRADELINE CREATED AND ACCURATELY REPORTED TO ALL THREE BUREAUS ASAP!! NO MORE DELAYS NO MORE EXCUSES THIS IS CAUSING MY FAMILY FINANCIAL STRESS BECAUSE IT IS PREVENTING US FROM PURCHASING OUR FIRST HOME. I NEED THIS TRADELINE HISTORY ON MY CREDIT REPORT!!!!! 5 MONTHS ALMOST ON THIS ISSUE IS RIDICULOUS. I PAY EVERY MONTH, REPORT THE ACCOUNT AND PAYMENTS TO THE BUREAUS!!!

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