Consumer complaint received 2018-08-22
Company: Bridgecrest Acceptance Corporation
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I have an auto loan with Bridgecrest. I fell behind on payments because I was recently diagnosed with XXXX.I tried several times to get my payment lowered or to defer payments as a result but was never successful so I paid what I could, when I could. Either way, my car was repossessed on XXXX XXXX at XXXX XXXX. I had a payment arrangement set up to avoid repossession for XXXX XXXX but they came and got my car anyway. I called to find out how much I had to pay to get my car back and for the past two days no one has given me an exact number, or known anything about the process to get it back. All day yesterday I attempted to get in touch with a supervisor after XXXX, made fun of me for having XXXX and told me cross my fingers that my car didnt get sold before I could pay for it. He told me that I owed {$1900.00} and that my car payment was 180 days behind so it would be charged off anyway. HE also stated that there were fees everyday. When I asked the cost of the fees he said that there was no set cost. I explained that if that was the case how would I know how much I had to pay to get my car out. He hung up. I did some research and found that my payment was 86 days late and in order to charge off an account it had to be 180 days, which it wasnt. I also logged into my account online and the balance owed was much less than the {$1900.00} but I made a {$490.00} payment anyway bringing my balance down to {$1100.00}. I called back seven times yesterday to speak to the manager due to my experience speaking with XXXX and no one called back or was available for the entire day. 

Finally, today I was able to speak to a manager at XXXX : XXXX XXXX, CST and he wouldnt do anything to help me make any arrangements other than a 7 day notice for the auction to not make any changes to my car. Numerous times in our hour long conversation I asked what the amount was that I had to pay to get my car out and/or if there was any way to wait to sell my car until XXXX XXXX being that they had 21 days per IL before they could sell it. I explained it was a five day difference and given the circumstances it would be a tremendous help to me.I explained that I could pay everything but {$400.00} which I could pay on the XXXX when I get my next check, therefore, paying all that was owed. HE refused. He stated that if I waited until the XXXX to make the final payment my car may have been sold and that I would have to cover any costs associated with preparing it for the auction sale. I explained that I would have all but {$400.00} paid by the XXXX which is before the car could legally be auctioned and that I only needed the additional five days to get paid and make the final payment but he still refused to accept the arrangement. I also explained that they would be set to lose thousands of dollars by auctioning the car rather than working with me and that I would do whatever necessary to prove I was going to make the payment on the XXXX and he still refused. He stated that any payment made after XXXX XXXX would have to include the XXXX payment that is due on the XXXX. I explained that if that had to be included I would be paying over {$3000.00} to get my car back and asked if there was any arrangement that could be made, once more I was told no. 

I then explained in order for me to even pay to get my car back before the XXXX I wouldn't be able to pay my rent, buy the medication I need or see a doctor and he said " ok ''. Being that I wasn't getting anywhere I asked when the car was going to be sent to the auction and he claimed it hadnt been sent yet. I asked what the cost associated with the transfer was and he claimed he did not know he could only estimate the cost and assured me that the car had not been moved as of yet. He stated that if I called the lot the car was taken to and they agreed not to move it yet I wouldnt have to pay the transfer fee and at the end of our conversation I Was told in order to get my car out today I had to pay {$1400.00}. Which included any fees that would happen. I again asked what the fees were and he could not give me a direct answer. I asked him why the amount he was telling me was not reflected with the online account and I did not receive an answer. We ended the conversation with the understanding that I would be paying that amount by EOD either by my father or myself. 

At XXXX I logged on to my online account with Bridgecrest and noticed my balance reflected was not {$1400.00} but {$1100.00}, I still made an online payment to Bridgecrest for {$1400.00} and I called the tow company my car was taken to prior to going to the auction. When I called I spoke to an agent who notified me that the car was sent to the auction this morning. I explained that I just had gotten off the phone with Bridgecrest and they told me it hadnt been sent. She assured me it was sent. When I asked where the auction was she could not give me a name, she just told me it was in XXXX which is 40 minutes from the tow yard the car was originally at.

The way this entire repossession was handled may have been legally done but not with ethics. For someone who is battling XXXX to make a payment arrangement only to have my car repoed anyway it outlandish. I am skipping out on XXXX and my rent in order to pay for my car and try to get it back but it seems like a waste of time. When I call tomorrow to see what I need to do to get my car back I can nearly bet that they will say a different number even though I have made the payment today. I just want my car back, to be handled ethically and to have some understanding. Things happen in lives. You cant go around treating people like trash because of it. 

I am not asking for a miracle, however, I am asking for some understanding. I have offered to pay all but {$400.00} and the XXXX XXXX payment in a timely manner. I asked that XXXX XXXX payment be pushed to XXXX and that I would pay XXXX and XXXX payments together. I also let them know that even though I feel sick every day and have XXXX, I still went and got a job so that I could ensure I can pay this bill. No matter what resolution I offered nothing was beneficial. It is about to be winter in a few months, going through XXXX, isn't an option if I am not driving myself. It would only make me more sick. And I am not using it as an excuse but I would hope someone in my situation would have some compassion or understanding in return.

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