Consumer complaint received 2021-01-06 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: CREDIT ACCEPTANCE CORPORATION
State: NY

Complaint narrative:
On XX/XX/XXXX, I was rear ended. From there the vehicle was totaled out. I contacted the lienholder and inquired about GAP Insurance. I was told I did not have that. After reviewing my contract I did in fact have GAP coverage. The lienholder only removed approximately {$800.00}. After questioning them why they told me that is how it works. I advised my contract stated otherwise. After pulling my payment ledger and matching it with my bank I realized that 3-4 payments that were taken from my bank were never posted. Also, I had gotten behind on the loan. While the in fact did work with me they did not advise me because I was on a payment plan that they would be reporting to the credit bureaus that I have not made payments. Actually, they have reported that I have not made any payments to them throughout the entirety of owning the car. When in fact I have. They have completely ruined my credit and are now looking for a balance of over {$2000.00} which should not be owed since I had GAP Insurance and XXXX. So not only are there missing payments never posted to my account, they ruined my credit by reporting no payments made and also have me on the hook for over {$2000.00} when I had XXXX and GAP coverage. I have made several attempts to get answers regarding the matter and I have been treated very poorly and not one customer service member is willing to help. I reviewed their pay ledger to my checking account. They charged over {$800.00} in late fees when I was on a payment plan and was never advised I would receive late fees. Also, when the car was totaled they showed a past due balance on my online account of over {$2000.00}. They had not been posting any payments made all year. They received a check for over {$5000.00} from the insurance company. Once that check was posted they were still showing a past due balance of almost {$400.00} which did not make sense as 1. The past due balance prior had not reflected any XX/XX/XXXX payments and 2. They received a check for over {$5000.00}. I can not purchase a new vehicle since they reported to the credit bureaus that I have not made any payments. In the year XX/XX/XXXX they reported that I had not made 5 months worth of payments when in fact it had been only 1 month. In XX/XX/XXXX they reported I had not made any payments when I had actually made every payment. I borrowed {$11000.00}. In the 3 years of having the vehicle including late fees and the insurance check from the damaged vehicle they have received {$14000.00}. They removed {$830.00} in GAP insurance when my contract states if the vehicle is lost due to theft, confiscation or destruction you WILL NOT owe the difference. I am unsure of where to turn as I have received no help or guidance from their company. Any assistance would be greatly appreciated.

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