Consumer complaint received 2021-03-23
Company: CREDIT ACCEPTANCE CORPORATION
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
At the beginning of the pandemic, I had lost my job. I did fall behind in the payments, but was keeping in contact with the company. On a Friday I spoke with Credit Acceptance and let them know that I had sent a money order to them in the amount of {$1000.00}. to get almost all the way caught up especially with them threatening to repossess my car. I was told that my name would be removed off of the repossess list that was for the upcoming Tuesday, due to Monday being a holiday. The morning of that following Tuesday, I had court at the courthouse in XXXX, MO. The sheriff comes into the courtroom to get me, saying that my car had just been repossessed and in a very illegal way. They have the tow truck company on video right after I walked into the courthouse back up to my car very quickly, hop out, connected up my car, and sped away. First issue is I had sent them payment, and was told I would not be repossessed, second ; local law enforcement was never notified of any repossessions being done until 3 hours after they repossessed it ; third, no contact was ever made with me to inform me of it being repossessed ; fourth, my vehicle was front wheel drive and the tow truck driver dragged my car front tires down for XXXX miles, the car was totaled because of it. In my vehicle was my medication that I need to keep from getting ill everyday, I can not miss a dose. I called Credit Acceptance who claimed they had knowledge of my car getting repossessed but gave me the number to the company they used for repossessions. The tow truck company then argued with me about getting my medication out of my car and continued to lie and make up excuses as to why I wouldn't be able to get my medication. Finally after 6 hours, my making a police report, and getting very ill with out my medication, I was able to meet the tow truck driver to get my belongings. My car was at the mans house in his back yard, that was in no way a business. I was told by XXXX County Police and XXXX County Sherriff that I needed to take pictures of any damages that were made to the vehicle. I took pictures of the front underneath being torn up, the front bumper being almost pulled under the vehicle, my tires that were almost worn through, that were brand new tires, and the guard underneath that was ripped off. Then I took pictures of where my car had been parked and you could see the drag marks from when he pulled away. The tow truck driver tried to claim he had pulled it out, but unhooked and re-hooked to the front, but the XXXX County Sherriff confirmed he did not. After that Credit Acceptance was unable to find my vehicle and thought that I had got it back and was demanding me to pay them. They said once they were able to speak with the tow company about where my car was located they would make contact with me to settle since my car was now totaled after they received a {$1000.00} payment from me. I have not heard from them at all since. I have disputed the report on my credit because of their fault my vehicle was totaled after I had made a payment and they were not able to ever find my car once the tow company took it in to possession.

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