Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company to provide proof of verification, they did not provide me with anything. The removed it and then put it back again. I demand this account to be deleted from my credit report immediately.

  Business Response

  Date: 03/01/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being told that payments have not been received even though I have documents showing that the company received payment with dates refuse to look at the account and fix such actions and are very rude hangs phone up can't get a straight answer from anyone lied to on numerous accounts and are trying to repo vehicle without fixing the account on hand *****

  Business Response

  Date: 02/22/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company to provide proof of verification, they did not provide me with anything. The removed it and then put it back again. Please investigate and remove it.

  Business Response

  Date: 02/21/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company reported to all 3 credit bureaus that my account was a charge off. I paid my account off in full. I spoke with Flagship, they acknowledged their mistake, and stated they would correct it. After three months, it's still being reported as charge off. I disputed with all 3 credit bureaus and it came back as verified and correct. I have recorded phone call with Flagship admitting that my account was paid off and should not have been reported as a charge off. I want all 3 credit bureaus corrected.

  Business Response

  Date: 02/20/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:02/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an issue with flagship from an overpayment being sent through ******* ***** I was told there would be a refund and was given a confirmation of the funds being I’ve been told several lies from this company regarding my issue I’m perusing full legal action because this is definitely theft

  Business Response

  Date: 02/20/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:02/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying over my payments almost all of 2022. Id call and request extra money be applied to principal yet they applied to interest. Now even tho I payed extra almost all year now I am getting phone calls saying I missed and or owe more money. I have asked for review of my account 5 times and when I learned I was missing a payment from September I asked to speak to fraud department 3 times. I heave yet to hear from them and my account balance has yet to go down and they can not explain where my money is going. Last night I received yet again a phone call saying my account is passed due but he couldnt explain why or from when only that I needed to pay it now. Even tho my bank records show on time payments and extra payments.

  Business Response

  Date: 02/16/2023

  Flagship Credit Acceptance LLC (“Flagship”) received a consumer complaint from you via the Better
  Business Bureau’s Company Portal on February 1, ****. You indicated in your complaint that you made
  extra payments on your loan in **** and would call Flagship to request the extra funds be applied to
  your principal balance, but instead it was applied to interest. You stated that you are now receiving
  collection calls from Flagship despite paying ahead. You explained that you have asked Flagship for an
  account audit on several occasions, and that when you learned you were missing a payment from
  September, you asked to speak to the fraud department, but you have yet to receive a response. You
  also stated that your account balance has yet to go down, despite your bank records showing on-time
  payments and extra payments. As a proposed resolution, you requested a billing adjustment. Flagship
  has conducted a thorough investigation of your complaint, the results of which are described below.
  
  By way of background, on ******* 9, ****, you entered into a Note and Security Agreement (the “NSA”)
  with Flagship in order to refinance a loan secured by a 2018 Ram 1500 (the “Vehicle”). The NSA
  required monthly installment payments in the amount of $******. Attached is a copy of the signed NSA,
  as well as a Welcome Letter dated ******* 17, ****, which advised that your due date had been
  updated to the 6th of each month commencing ***** 6, ****.
  
  With regard to your statement that you made extra payments towards your loan and requested they be
  applied to principal, and you do not understand why you are receiving collection calls about a missed
  payment, these are two separate but related topics: (1) how the payment is applied as between interest,
  principal and fees, and (2) how your account is treated from a due or past due status. Flagship has
  completed an audit of your account and determined that our accounting is correct. The way interest is
  computed and payments are applied is complicated. We and other lenders receive many inquiries. We
  have audited your account history and have attempted to provide a clear answer in our response below.
  We are happy to speak to you to explain this in more detail.
  
  (1) How Payments Are Applied Between Interest, Principal and Fees.
  
  Per the terms of your NSA, you have a simple interest loan that accrues interest on a daily basis.
  Pursuant to the terms of the NSA, payments are applied first to accrued and unpaid interest, then to
  principal. Please refer to the Payment Application paragraph of the NSA, at the top of the second page
  of the document. To the extent you keep your account current, your payments will automatically be

  applied in our systems to reduce principal. However, interest accrues daily, so even if you pay one day
  late, less of that payment will be available to apply to interest than would be the case had you paid on
  time.
  
  The amount of accrued interest is determined by the number of days that have passed since the last
  payment was made. Interest is calculated using the following formula: (a) the daily rate of interest
  (which is the interest rate, divided by the number of days in the applicable year), multiplied by (b) the
  outstanding principal balance of the loan, multiplied by (c) the number of days since the last payment.
  Although the total amount of interest paid will be reduced as the principal balance of the loan is repaid,
  the amount of interest accrued in connection with any particular payment may fluctuate up and down
  based on the number of days that have elapsed since the last payment was made.
  
  While you are correct that you began paying amounts above your scheduled amount during ****, prior
  to that time there were numerous times on which you failed to make your payment by the due date,
  resulting in additional interest. You also received a total of three extensions through ***** ****, which
  also meant interest would continue to accrue, above and beyond what would be the case had you made
  these payments. The attached payment history is as of ******** **, ****. As of that date, you will see
  that you have made a total of ********** in payments – reference the column titled “Amount of
  Payment Received/Adjustment.” According to your original schedule, you should have made 35
  payments of $****** each, for a total of $*********. Three of these payments were excused due to
  your extensions, but interest continued to accrue nonetheless, setting you back in the amortization of
  the loan versus your original schedule. If you review the attached payment history (as of 2/**/23), you
  will see the additional interest that accrued each month due to late payments and the extensions,
  reducing your principal less than would otherwise be the case.
  
  (2) How Your Account is Treated With Regard to Due/Past Due Status
  
  Your past due or past due status is simpler to explain. As of today, according to the NSA, you should
  have made 36 payments for a total of $*********. However, we agreed to extend your due date for 3 of
  those payments. Therefore, you should have made 33 payments for a total of **********. Instead, as
  indicated on the attached payment history, you have paid a total of $*********, which is the equivalent
  of ***** payments. Your account is, as you indicate, paid ahead. However, as described above, we do
  not count a payment as complete until at least 90% of that payment is made. Therefore, you remain
  due for your ***** 6, **** payment. We appreciate your attentiveness to your account balance and
  status and encourage you to continue keeping your account current or paid ahead, as you will pay less in
  interest over the life of your loan than would otherwise be the case. We hope the above explanation
  clarifies any confusion regarding your balance and how prior payments have been allocated.
  
  Regarding your statement that you requested an audit be conducted on your account, and that you be
  directed to Flagship’s Fraud Department, our review of your account reveals you were correctly advised
  that our Fraud Department does not communicate directly with customers, and your call was then
  transferred to a supervisor for further assistance. We also observed that you requested an audit of your
  account on December 30, ****, which was completed on February 2, **** and formed the basis of this
  response. We apologize for the delay in answering your questions.
  
  Please also note that Flagship received correspondence via email dated February 1, **** from an
  individual who identified herself as your mother and asked questions relating to your account. We
  could not identify her as a co-borrower or authorized third party on your account, and to protect your
  privacy we cannot discuss any details about your account with her. If you would like to authorize her or
  another individual to receive account information, please contact us.
  
  We thank you for bringing this matter to our attention and we apologize for any inconvenience this may
  have caused. You may contact me directly with any additional questions or concerns at ###-###-####,
  ****** ** **** ****
  
  Respectfully,
  
  ****** ******
  Customer Advocate

• Initial Complaint

  Date:01/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  violation of 15 USC 1681B This account has collection/charge off status and yet there is a balance on this report , do you know this is a violation? Delete this due to multiple violations.

  Business Response

  Date: 02/15/2023

  Flagship Credit Acceptance LLC (“Flagship”) received a consumer complaint from you via the Better
  Business Bureau’s Company Portal on February 1, 2023. You indicated in your complaint that Flagship has
  violated the Fair Credit Reporting Act, 15 USC 1681b, because your account is in a collection/charge off
  status, but there is a balance reflecting on your credit report. As a proposed resolution, you requested
  that Flagship delete the tradeline for the account from the credit reporting agencies. Flagship has
  conducted a thorough investigation of your complaint, the results of which are described below.
  
  By way of background, on ***** 2, ****, you entered into a Retail Installment Sale Contract (the
  “Contract”) with **** **** **** ***** * ******* ******* ** ********** ********** (the “Dealer”) in order
  to finance the purchase of a 20** Ford Escape (the “Vehicle”). Flagship purchased the Contract from the
  Dealer. The Contract required monthly installment payments in the amount of $****** payable on the
  16th of each month commencing April 16, ****. A copy of the signed Contract is attached for review.
  
  According to our records, on ******** 4, ****, Flagship received notice from ******, your primary
  insurance company, that your Vehicle experienced a total loss on ******* *** ****. On ******** *,
  ****, Flagship sent you a Total Loss letter, a copy of which is attached, advising that you are still
  responsible for making your monthly contractual payments to Flagship while your claim is being
  processed. The notice further advised that after insurance and any ancillary product proceeds are applied
  to your account, you will be responsible for any remaining balance on the account.
  
  On ******** **, ****, Flagship applied insurance proceeds in the amount of $********* to your account
  with an effective date of ******* *** ****, the date of total loss. Then, on ***** **, ****, Flagship
  applied $*****.** to your account in connection with the GAP proceeds received. On ***** **, ****,
  Flagship sent you the attached Notice of Deficiency/Surplus – Insurance Loss, which advised that after
  applying your insurance and GAP proceeds, there was a remaining balance on the account of ******* for
  which you remained responsible. Flagship did not receive further payment from you, and interest
  continued to accrue until the account charged off on **** *, **** in the amount of $******.
  
  Regarding the credit reporting in connection with your account, Flagship is accurately reporting your
  account as charged off with a remaining balance of $******, which is comprised of $****** in principal
  balance, $****** in accrued and unpaid interest and $***** in late fees. This amount remains due under
  the terms of your Contract, and Flagship did not violate the Fair Credit Reporting Act by reporting this
  deficiency. Flagship has an obligation to report fairly and accurately and believe we have done so in this
  instance. Based on the foregoing, Flagship must decline your request to delete the tradeline from your
  credit report.
  
  We thank you for bringing this matter to our attention and we apologize for any inconvenience this may
  have caused. You may contact me directly with any additional questions or concerns at ###-###-####,
  ****** ** **** ****
  
  Respectfully,
  
  ****** ******
  Customer Advocate

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They knew that once they financed me with the car they never had their hands on the title so I won****;t get tickets. I****;m still paying my car note on time. They don****;t respond to me, no calls or emails or anything as well as the dealership. I am an **** driver and this is costing me money. How am I supposed to make money when you or the dealership don****;t know where the title of my car is at?

  Business Response

  Date: 02/14/2023

  Flagship Credit Acceptance LLC (“Flagship”) received a consumer complaint from you via the Better
  Business Bureau’s Company Portal on January 31, 2023. You indicated in your complaint that you do not
  have the title to your vehicle, which you stated Flagship knew it could not provide at the time it financed
  your purchase of the vehicle. You explained that you make your payments on time, but Flagship does not
  respond to your calls or emails, and neither does the dealer, and this issue is affecting your ability to be a
  driver for ****. As a proposed resolution, you requested to be provided the title or issued a refund.
  Flagship has conducted a thorough investigation of your complaint, the results of which are described
  below.
  
  By way of background, on November 29, 2022, you entered into a Retail Installment Sale Contract (the
  “Contract”) with ******* ****** ********** located in *** ****** ******** (the “Dealer”) in order to
  finance the purchase of a 2016 Nissan Altima (the “Vehicle”). Flagship purchased the Contract from the
  Dealer. The Contract required monthly installment payments in the amount of $474.58, payable on the
  13th of each month commencing January 13, 2023. A copy of the signed Contract has been attached for
  review.
  
  With regard to your concern that you have not received the title to the Vehicle, Flagship has been in
  contact with the Dealer to better understand the circumstances and timing of the title delivery. The
  Dealer advised Flagship that the title has not yet been received from the prior lienholder of the Vehicle,
  which maintained a copy of the title registered in Illinois. The Dealer advised that it paid off the balance
  of the prior lien, and the prior lienholder is sending the title to the Dealer, which will complete the
  registration in ********, noting Flagship as the new lienholder, and forward the title to you. Please note
  that the Dealer has filed with state of ******** a Notice of Sale, which reflects your purchase of the Vehicle
  on November 29, 2022. A copy of our records showing this filing is attached for review.
  
  Regarding your statement that Flagship does not respond to your calls or emails, our records reflect that
  we have spoken with you on several occasions regarding the status of the title and have advised you that
  we still have not received the title, due to the reasons outline above. While these events are outside of
  our control, we apologize for the delay and any confusion caused by our representatives’ inability to fully
  explain the steps needed to have the title sent to you. Please note that we will continue to communicate
  with the Dealer to help ensure the title is processed in ******** and sent to you as expediently as possible.
  
  
  
  ** *** *** * ****** ***** ** *****
  
  While we continue to resolve this issue, we would like to remind you that your Contract requires that the
  Vehicle be used only for “personal, family or household purposes.” You indicated in your complaint that
  you have been using, or intend to use, the Vehicle for employment with ****. Please note that by driving
  the Vehicle in connection with **** or any other commercial or ride-share service, you will be in
  contravention of the terms of the Contract. We note also that the application for credit we received
  listed your employment as retired, and did not suggest you would be working for a ride-share service.
  
  We thank you for bringing this matter to our attention and we apologize for any inconvenience this may
  have caused. You may contact me directly with any additional questions or concerns at ###-###-####,
  option *, ext. ***.
  
  Respectfully,
  
  ******* *****
  Customer Advocate

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was totalled out by my insurance company. They recieved the payoff amount from Flagship Credit Acceptance, my insurance paid the total amount. I reached out to Flagship to let them know what was happening and was told they would document the situation and would not charge me a late fee. My insurance paid the pay off and somehow they are still trying to collect a remaining balance from me. I called to ask what was going on and the lady I spoke to tries to tell me that my insurance did not pay the pay off given (not true). She looked into it further after I said that was not true and then tried telling me it was additional interest charges. I've paid off a car before and was never charged additional interest charges after the pay off amount. ****** was her name and she was very rude and condescending. I asked for a supervisor to give me a call back and was told that will take an additional 48 hours.

  Business Response

  Date: 02/14/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

  Customer Answer

  Date: 02/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:01/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct. 2021 I requested a deferment on my account. Flagship set it up. I wanted to skip October. In Nov, I tried to resume payment, customer service said I was set to resume payment in January of 2023. I said it was a mistake. They said it was not. For a year, no statement, no phone call, no collections. I called in January of this year, I told a woman in customer service, had my billing statement. She said,no. That needs to be corrected. You owe $5000. They blocked my account. I paid the $431 amount on my statement.Flagship is now charging the full payoff amount thats not due until a year from now. They admitted to the mistake, but now Im being charged in full.

  Business Response

  Date: 02/13/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.