Consumer complaint received 2020-06-10
Company: American Acceptance Co., LLC
State: OK
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I have bought a car 2years ago and after a bankruptcy, I had to go with this company.First I was all glad someone took me, but now I know why. This company does not record all calls, as I had problems to pay I called and spoke to an agent letting him know the money was going to be late, nothing was recorded so car got picked up without a notifaction after 60 days. Next day the money I was waiting for to make the payment arrived, of course now it went thru other cost then really what it was ment for. But that is not my mayor issue with them. In XX/XX/2020 we had hail and car got damaged per estimate it was over {$6200.00}. I did my part and called every place from Insurance, GAP and XXXX XXXX XXXX  reporting it sending needed documents and exchanged with every company information as well as contact info. As the Insurance payed part of the loan of GAP insurance ask to receive a copy from AAC after it was received and cashed. So I called, email and chatted with AAC to make sure they will send needed doc out, my first attempt after reporting the hail damage was XXXX XXXX, next XXXX was XXXX XXXX, another time was XX/XX/XXXX XXXX then XXXX XXXX and continued in to XX/XX/2020 several times. I either got someone who didn't know what they where doing or didn't want to, I was told from we don't send a copy out has to be the insurance to we did send you a copy as well as to your GAP insurance. NONE was true! I called insurance again to verify and GAP to ensure i had the right information. So I called again and again and email over and over! 
I got to talk to several agent and comment where from, you will not be charged since car is write off, to you are late you need to pay now! The car has not been in my possesion since XXXX XXXX! I made payment till XXXX and partical for XX/XX/2020. I am not going to pay for anything else after AAC received on XXXX XXXX a check over {$6000.00} and the rest was supposed to be payed by GAP. That could of been done already in XXXX after GAP assured me all what was needed was the Copy of the Check, I had send everything else in by XXXX XXXX to be sure it was done correct. This 1 piece I couldn't not send in is main key to get it payed off completly. So I called again in XXXX every third day to check on the status and checked my e-mail daily after I ask for a copy to be send to me as well for proof that is was done, of course I was told over and over it is send. NOTHING!!!! On my last call on XXXX XXXX I was finally told the truths, copy was never send it was requested but never got followed up by department in charge of it! Also that GAP had requested copy a second time as well now! This agent this time was really helpfull and called all supervisors till she had the copy and send it to my email and to GAP, as I ask her what about my credit score and the intrest accumulated in this time, she had to transfer me to a different department. This agent was not willing to listen and ignored the fact that it is not my fault that GAP hadn't payed yet, due not receiving needed copy of check from ACC. THIS IS REDICLESS I should not have to pay any fees or intrest for this time frame your employees straight lied by saying it was send in XXXX and XXXX, what was not the truths, neither should GAP have to pay for the delay on AAC side! As I tried to explain to agent with them taking there sweet time and making faults statements, its showing late- past due and accumulated over {$380.00} of intrest, she told me I needed to pay my regular payment plus my intrest! She also mentioned oh the copy was send out if GAP pays before end of XXXX it will stop and no more intrest will be accumulated, I was stund over her answer and ask her serious do you even know what you are saying is not possible? IF you guys just got copy today and mailing out today it wont be there till Monday or Tuesday, on top Monday was a Holiday so by the time this will be looked at by GAP insurance it will be thursday XXXX XXXX or XXXX XXXX you expect them to cut a check and have it mailed to you by less then 2 days? Things you can't even process in one month you expect them to get done right away. Serious??? I ask her to let me speak to a supervisor what she refused with the phrase it is escalated, and if you don't want to pay we are getting the car!!! Serious I don't even have the car anymore it already got picked up by insurance company! I have wrote since then several emails and no response.My account now shows 60 days late! Redicless all you are doing it making extra money on expenses of your customer! 
I check daily to see if GAP has payed yet but even if you get a check from them you might not even cash it out of spike! I will rebattle any credit score you will enter, I am to the point to report this if you aren't fixing this issue! I am done being cooperative and doing what was needed as soon as it happened! 
I am warning people not to deal with this Credit company, no remorse this is a fraudle behavior! Companies like this should be closed!

Company response to consumer: Untimely response