Consumer complaint received 2022-05-19
Company: American Credit Acceptance, LLC
State: KS
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 reached out to American Credit Acceptance on XX/XX/XXXX to discuss settlement options regarding the vehicle loan I have with my ex-husband for a XXXX XXXX XXXX. I was advised that if I went to a dealership to have the vehicle appraised and sent the appraisal to American Credit Acceptance, that they would review the appraised amount and determine what they are willing to accept as a settlement amount. My ex husband took the vehicle back to XXXX which is where the car was originally purchased XXXX years ago. He received an appraisal for $ XXXX. I sent that appraisal to ACA and I was advised later the following week that the settlement was approved for $ XXXX from ACA. My ex-husband signed the paperwork and gave the vehicle to XXXX on XX/XX/XXXX. Fast forward to XX/XX/XXXX, when ACA sent myself a notice that the account was past due. When I call ACA, I was advised that no payment was received from XXXX. I call XXXX and I spoke with a representative in the Business Office who advised that XXXX paid ACA on XX/XX/XXXX. XXXX check was for {$16000.00} and the other was for the extended warranty cancellation of {$860.00}. So I proceed to call ACA back only to find out after speaking with the supervisor XXXX in Settlements that ACA wont accept the payment of the extended warranty as part of the settlement. On Monday I spoke with XXXX in the Settlement department of ACA and was advised that ACA would consider a new appraisal at the {$16000.00} if XXXX would present it. On Tuesday, XX/XX/XXXX, after speaking with XXXX @ XXXX Corporate Escalations, I went to the XXXX in XXXX KS, where the vehicle is located currently and has been located since XX/XX/XXXX. I spoke with the sales manager XXXX and after discussing the situation, he went to the Business Office and upon return, I was advised that they were already working on sending ACA the remaining {$860.00}. The next two days I tried to reach XXXX @ ACA Settlement team, to see if she had heard/if any funds had been received, with no success in reaching her. Today, XX/XX/XXXX, I tried reaching the Corporate Escalations team with XXXX and multiple calls to the store, with no success. I just sat on hold. So I emailed the email address used during the original process of having the appraisal sent to XXXX, in hopes to have someone from the store call me back. After sending a couple of emails today, I received a call from XXXX or XXXX, stating he called ACA and they advised the payoff was $ XXXX and that they wouldnt release any info to him since he isnt authorized. I then called ACA and spoke with the supervisor XXXX again. I advised of all the attempts to have XXXX rectify the situation and the frustration with trying to work with ACA and XXXX to resolve this issue. XXXX said she would notate my account with the approval to release information if XXXX calls them. In the interim, I emailed XXXX back to advise that the approval for them to speak with ACA was placed. I also tried to call the XXXX locate store in XXXX KS again. The representative that answered stated he was in another state and after hearing the story, he tried to reach someone locate. After holding, he advised he emailed the BUsiness Office manager, XXXX XXXX XXXX XXXX KS XXXX and advised to have her call me.I have since heard from an individual from XXXX from XXXX email I sent to XXXX email, who has stated ( unknown individual, no signature or # reach them ) that they reached to ACA to discuss the issue and were advised that there is no authorization to speak with XXXX on my account. I called ACA and spoke with XXXX in Settlements that stated she would have XXXX call me and also that XXXX did note the account that I release authorization for ACA to speak with anyone from XXXX. As of this request, no one with ACA or XXXX has reached out to me to resolve this, outside of someone from XXXX responding to my emails and stating that no one at ACA will talk with them.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief