Consumer complaint received 2026-03-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: CREDIT ACCEPTANCE CORPORATION
State: PA

Complaint narrative:
Delayed GAP Insurance Processing and Continued Interest Charges Credit Acceptance Auto Loan Account # XXXX I am submitting this complaint regarding the handling of a GAP insurance claim associated with my auto loan serviced by Credit Acceptance. My vehicle was involved in an accident and declared a total loss. My primary insurer, XXXX XXXX, issued payment for the vehicles actual cash value and sent payment to Credit Acceptance on * * XX/XX/year> * *. After that payment, a remaining balance of * * {$5500.00} * * remained on the loan. I purchased GAP coverage through Credit Acceptance specifically to cover the remaining loan balance in the event that my insurance payout was less than the loan balance. Despite multiple communications with Credit Acceptance, the GAP claim has still not been processed. Timeline of events : * * XX/XX/year> * * XXXX XXXX issued payment to Credit Acceptance. * * XXXX XX/XX/year> * * I contacted Credit Acceptance regarding the GAP claim and was told the claim would be resolved within * * XXXX weeks * *. * * XX/XX/year> * * I called again and was informed that the representative would reach out to XXXX XXXX that day to request additional information that had not yet been requested. I was told I would receive an update within a few days. As of the date of this complaint, the account still reflects the remaining balance due and the GAP claim has not been resolved. During this delay : The account continues to accrue * * interest charges * *. I continue to receive * * payment demands * *. The loan remains open on my credit record. This situation has created significant financial hardship. Because the loan remains open while the GAP claim is unresolved, I am unable to obtain financing for another vehicle. As a result, I have been forced to rent vehicles weekly in order to continue working through rideshare services such as XXXX and XXXX, which costs approximately * * {$300.00} per week * * and significantly increases my financial burden. Additionally, during one of my initial calls with a GAP representative, I was told there may still be a balance remaining after the GAP payment is applied. This was not my understanding when the GAP coverage was purchased. I purchased GAP coverage based on the understanding that it would cover the remaining balance after my primary insurance paid the vehicles value. I am requesting the following : 1. Immediate processing of the GAP insurance claim. 2. Written clarification of how the GAP payoff amount is calculated and whether any balance will remain. 3. Removal of any interest, fees, or charges that accrued due to delays in processing the GAP claim. 4. Correction of any negative credit reporting associated with this unresolved balance. The extended delay in processing this GAP claim has prevented me from replacing my vehicle and has caused ongoing financial harm. I am requesting assistance from the Consumer Financial Protection Bureau to ensure that this claim is processed promptly and that charges resulting from the delay are addressed appropriately. In addition, I am concerned that the continued accrual of interest and the ongoing collection of payments while the GAP claim remains unresolved may constitute an unfair servicing practice. The balance continues to increase despite the fact that the vehicle was declared a total loss and the GAP coverage was purchased specifically to address this situation. I respectfully request that this situation be reviewed to determine whether the continued accrual of charges during the pending GAP claim is appropriate and consistent with consumer protection standards. Sincerely, XXXX XXXX XXXX

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