Consumer complaint received 2017-06-21
Company: CREDIT ACCEPTANCE CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
On XX/XX/XXXX I received a phone call that my account was 51 days past due. It was no way that I was 51 days past due because I had just made my payment of XXXX on XX/XX/XXXX. My payment amount is {$560.00} I was told that I was very late and I needed to make a payment I asked the representative why was I 51 days past due and I had just made a payment on XX/XX/XXXX for {$560.00}. XXXX XXXX operator ID number XXXX, told me that it was a late fee of {$90.00} and that when a payment is made they take out the late fee first and then apply the rest of the principal and interest of the loan. I told her that that was not how loan companies work the late fee always goes towards the back of the loan she stated to me that we do things different here not like everybody else I requested to speak to a manager and on XX/XX/XXXX a manager called me and he told me the same thing. After we hung up I received another phone call from an agent named XXXX I told her that I would make the payment of XXXX XXXX but not the late fee she told me she would not do that and that she has dealt with me on many times I explain to her what was going on and she told me OK XXXX XXXX have a good day she never told me that my vehicle was up for repossession at all. My payment is due on the third of each month and I 'd already made my payment. So on XX/XX/XXXX the car was repossessed over the {$90.00} late fee. Looking back on my credit report I see that I 've never had on-time payments with them because of the late fees they still count on your credit as you never made the payment on time. When I called to get the car back I was told that I needed to pay {$810.00} and {$560.00} was for the payment and {$250.00} was for the repo to get the car that I never paid the late fee now for the next two months they have altered my payment to pay the fees to cover the late fees. I 've been late in the past and have never gone through this. With my other car auto loans as well as my home loan if I am late the late fees goes towards the back of the loan and not towards the front. On XX/XX/XXXX I received a phone call around XXXX XXXX from a XXXX XXXX number. It was from a XXXX XXXX in the legal department. She proceeded to tell me that he was calling in regards to the credit reporting situation on the file. She told me that the account was not close and that he should not show cloths on the reports she stated that it may be a XXXX XXXX issue or something like that. I asked her to send me a copy of every time that I was late and she stated that she could not do that. She proceeded on to tell that she was closing the case because there was nothing else that she could do for me and she offered again to send me another copy of the contract. I asked her for the Attorney name and she told me she can not give it to me because she did not know the Attorney name. I asked her to send me out a letter stating what was going to take place now she told me that a letter would not go out. He was very very rude and would not let me talk. A fair resolution would be for them to fix my credit pay the repo fee and take off the late fees that of been associated with this account. And to reimburse the account all the late fees that have been paid. Also to make sure that they change their policies regarding the repossession of vehicles for late fees and change the policy in regards to late fees been taken out of monthly payments first and take them out if an over payment is made or put at the end of the loan like most loan companies do.

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