Spartan Financial Partners E Main St, Spartanburg

I reached out to American Credit Acceptance on 3/31/2022 to discuss settlement options regarding the vehicle loan I have with my ex-husband for a 2015 Nissan Armada. 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 CarMax which is where the car was originally purchased 3-4 years ago. He received an appraisal for $17K. I sent that appraisal to ACA and I was advised later the following week that the settlement was approved for $17K from ACA. My ex-husband signed the paperwork and gave the vehicle to CarMax on April 15. 
Fast forward to May 13, 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 CarMax. I call CarMax and I spoke with a representative in the Business Office who advised that CarMax paid ACA on 4/20/2022. One check was for $16,133.05 and the other was for the extended warranty cancellation of $866.95. So I proceed to call ACA back only to find out after speaking with the supervisor Sara in Settlements that ACA won’t accept the payment of the extended warranty as part of the settlement. On Monday I spoke with Ambria in the Settlement department of ACA and was advised that ACA would consider a new appraisal at the $16133.05 if CarMax would present it. On Tuesday, May 17, after speaking with Derek @ CarMax Corporate Escalations, I went to the CarMax in Merriam KS, where the vehicle is located currently and has been located since April 15, 2022. I spoke with the sales manager Lovie 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 $866.95. 
The next two days I tried to reach Ambria @ ACA Settlement team, to see if she had heard/if any funds had been received, with no success in reaching her. 
Today, May 19th, I tried reaching the Corporate Escalations team with CarMax 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 CarMax, in hopes to have someone from the store call me back. After sending a couple of emails today, I received a call from Tyler or Taylor, stating he called ACA and they advised the payoff was $15K and that they wouldn’t release any info to him since he isn’t authorized. I then called ACA and spoke with the supervisor Sara again. I advised of all the attempts to have CarMax rectify the situation and the frustration with trying to work with ACA and CarMax to resolve this issue. Sara said she would notate my account with the approval to release information if CarMax calls them. In the interim, I emailed CarMAx back to advise that the approval for them to speak with ACA was placed. I also tried to call the CarMax locate store in Merriam 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, Angela/Angie, in Merriam KS CarMax and advised to have her call me.
I have since heard from an individual from CarMax from the email I sent to 7172-mod-shared 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 CARMAX on my account. I called ACA and spoke with Jayden in Settlements that stated she would have Sara call me and also that Sara did note the account that I release authorization for ACA to speak with anyone from CarMax. As of the time of this post, neither party seems concerned in resolving the situation.