Consumer complaint received 2021-10-27
Company: Bridgecrest Acceptance Corporation
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Around XX/XX/XXXX, I called bridge test to see about getting a deferment due to Covid hardship. As my unemployment ended and was only able to get part time work. I was told I could qualify but wasnt in hardship yet and need to call back in 2 weeks, I called back 2 weeks later and she stated that I still didnt qualify since I was not in hardship, although my payment was going to be 30 days late in a week on my first loan on XX/XX/XXXX. My second loan would be 30 days late on XX/XX/XXXX. She once again stated I call back. I received a call from bridge test on XX/XX/XXXX and went through the whole situation again. The customer rep then kept trying to get a partial payment for the vehicle that was going to be 30 days late on XX/XX/XXXX. I kept asking for a deferment and he stated he could turn it in but we would not qualify, and that by making partial payments we would not get repossessed. I asked him why we wouldnt qualify and he said because I wasnt working even after I told him I was. Then he proceeded to tell me that I would be worse off die to interest occurred during deferment than to just do partial payments. He also stated that it would be worse if we didnt make the next payment after deferment because it would put us in automatic repossession. I told him that we would be paying it off next month since we were receiving an inheritance. He proceeded to ask me about that. He kept just telling me I can put in deferment but you wont qualify due to hardship and kept proceeding to tell me to make partial payments. I explained to him that had they told me this 3 weeks prior we could have possibly made other arrangements since we didnt want a 30 day late on our vehicles. He just kept telling us our loan had more in interest on it than principal being paid and that it need to be fixed too. We didnt understand this since we made our monthly payments. On their website it states if you are having hardships due to Covid to reach out they will help. So now Im going to have 30 days late and worry about repossession when this could have been disclosed. After researching it I discovered we arent the only ones, they do this often. Making customers 30 days late and staying in predatory lending due to this. I actually recorded the whole conversation from XX/XX/XXXX from XXXX the representative, however it is too large to upload and unsure how to send it. I do believe the conversation and the questions he was asking were not standard in debt collection. He was quite invasive. At one point prior to this request during the high point of XXXX we had tried to do a deferment then but the customer rep told me I would owe {$30.00} a day in interest so I would be better off just paying the late fee, and he proceeded to ask about a stimulus that we hadnt received. But we thought the 30 a day was worth not damaging our credit but to find out from XXXX on XX/XX/XXXX that the interest was only 8 a day. I have attached a picture that states if you have hardship to call and make arrangements

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