Consumer complaint received 2023-05-30
Company: Bridgecrest Acceptance Corporation
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Referencing Complaint ID XXXX This complaint was closed right after the company submitted their response. I have no idea why it was closed, as the company failed to address any of the information contained in the initial complaint. I am attaching my " Feedback '' in this new complaint, as well as the images attached to the initial complaint noted above for your review. Please have the account issue addressed. 

Bridgecrest continues to fail to address the clearcut issue with my account number, and this being the reason payments have not been able to be made on the account. Despite screenshots of their recommended alternate payor sources showing the account number is invalid/does not exist, as well as a recorded ( by Bridgecrest ) phone conversation with one of their representatives where they acknowledge that my account number is not working with an in-person payment method ( CheckFreePay in-person at XXXX ), Bridgecrest fails to rectify this known issue. Instead, they simply continue to state that payments are not being made, as well as the active repercussions of lack of payment to include the vehicle being in repossession status, the account now charged off, and my credit being severely negatively impacted. The issue has not been resolved in any form, and it is incredibly concerning that the complaint has been closed when the issue has not been addressed. I have attempted to make payments in every method available on their website, have documentation showing the payments were unable to be made due to an issue with the account number, Bridgecrest had a recorded line where their own representative was aware the account number was not working for this additional payment method, and yet nothing has been done so that we can move forward. Bridgecrest has also stated via email that they refuse to communicate any account details via email in writing, claiming it is a privacy or security issue. The additional issue is from the representative that was on the phone with me while I attempted to make a payment in person via XXXX at XXXX. The representative repeated the account number multiple times to the XXXX representative, who confirmed the account number was entered properly. When the payment was again rejected by XXXX due to the account number being invalid for Bridgecrest, the *Bridgecrest Representative* then had the XXXX employee attempt to submit my payment to MULTIPLE other biller codes that were NOT Bridgecrest. The Bridgecrest representative asked if the payment was accepted after each biller, however, the payment was not accepted until maybe the fourth different biller, XXXX XXXX XXXX. The Bridgecrest representative assured me this payment would be applied to my Bridgecrest account. After I waited a full week for it to be applied, I saw that it was not. After reaching out to Bridgecrest, I was told that representative gave false information, and that Bridgecrest could not accept that payment, nor apply it to my account. The payment was for {$600.00}. The payment was made on XX/XX/2023, at XXXX, per the photo of my receipt. I have yet to be refunded this money. So, not only was this payment fraudulently informed to be made by Bridgecrest to an incorrect biller account, but I have not been able to have this money back. This entire process has been very frustrating, and it is further exemplified by this complaint being closed without any true resolution or the issues being addressed on any level. I request that some sort of response be made by CFPB and Bridgecrest, as this is completely unacceptable to do to a consumer who has evidence of attempting to make payments on a vehicle, but not being able to for reasons outside of my control. I am attaching the original contract, which states on Page XXXX, " Retail Installment Contract and XXXX XXXX, '' where it states the account number, " No. ", is XXXX ; however, in my user portal for Bridgecrest, my account number was noted as XXXX. Despite bringing this to their attention as a possible reason for the discrepancy, they continued to deny issues with the account number. I have attempted to resolve this on my own with Bridgecrest to the best of my ability. 

Lastly, on my contract documents, it lists XXXX as the lienholder, not Bridgecrest. Yet, Bridgecrest is who I was making payments with, and seemed to have the loan with. None of the documents seem to align.

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