Carfax Reporting Accident That Did Not Happen , Internet

I went this past weekend to trade my car in at a dealership. While getting my appraisal, I was shocked to find out that Carfax was showing my car had been in an accident... while I owned it. I informed the salesman there must be a mistake - I have never been in an accident. He pulled the report and showed it to me. There it was, in black and white. No details, just the date, state, and that an accident was reported. The used car manager agreed with me - my car has never been in an accident, but with that Carfax report showing an accident, he was forced to offer me $1000 less than what my car is worth.

I went home and tried to contact the company. After looking around on the website, I discovered that you cannot call them, only email, any they are not open on the weekends. This was disappointing, but what could I do? I started researching whether others had had similar problems, and by the time Monday morning came around, I was pretty nervous.

First thing this morning, I received an email, asking me to fill out a form and fax it in. It was the same information I'd already filled out online and submitted, asking them to contact me. It asked me for proof that I was NOT in an accident. Not a good sign. I filled out the form and faxed it back, emailing the customer service rep back by 8:15am. 

I had found a number and decided to call, as this was not exactly a normal problem. Got a receptionist, who, when asked to be transferred to someone I could speak with, transferred me to a recording. I hung up and when I got her again, told her I really needed to talk to someone. She rudely interrupted me and told me I could only get the recording, and that I had to go online. Back to the recording. Then, we played a game where I called in and she didn't even answer, just transferred me to the recording 7 or 8 more times. Whoever trained her must be proud. Then, she finally picked up, would not listen to a single thing I said, and transferred one last time. 

Finally, I decided to try sales, because a company may not care about helping people with problems, but you know they will have a live person in sales. I got a woman, who gave me a little guidance.

At 4:50 today, I received an email telling me that a request was submitted to their "source" and I should receive more information in 1-2 business days. They could not even tell me if this came from a police document, or whether it was state or local police, etc. It is like they are trying to be purposefully vague. Meanwhile, I am forced to just sit and wait, at their mercy... I am not optimistic.

You would think in this day and age, and with the level of trust people put in this company, they could offer a better level of customer service. This is just really unacceptable. How is this even possible?