If I could leave zero stars, I would. I paid off o...

If I could leave zero stars, I would. I paid off one vehicle with them and thought using them again would continue to help my credit. My 4 children were in an accident in my vehicle and it was totaled. This happened on 5/8/21 and my insurance company forwarded the needed info to Gateway on 5/24/21 in order to pay their portion and let the GAP take over. This was confirmed with a conference call. Gateway never sent over the letter of guarantee so the insurance company could pay. They are now requesting the evaluation report from the insurance company again. Gateway refuses to let me speak to anyone in the insurance department. They do not answer when I conference call with the insurance company. All I want is an explanation as to why this was not done on 5/24 when I was advised it would be. Why was I not notified it wasn't done? I have not missed a payment so am paying for a vehicle I no longer have through no fault of my own which means I cannot get a new vehicle to take my children to their multiple appointments stemming from the accident. I have done what I am supposed to do. My insurance company has done their part. Gateway refuses to provide an explanation as to why they aren't doing theirs.