Consumer complaint received 2023-10-25
Company: Bridgecrest Acceptance Corporation
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
False and/or Misleading Representation The response from a representative of Bridgecrest to my grievance contained misleading and false assertions. The representative alleged that I personally accessed the self-service portal and registered a new bank account and routing number. They further claimed that I used this unfamiliar payment method on XX/XX/XXXXXXXX  ( This is an inaccurate and misleading assertion ) Where is the proof indicating that I input this information in that manner? The following day, on XX/XX/XXXX, I reverted to my standard method of making two distinct payments ( This fact was established due to my account status reflecting 126 days of overdue payments ). My advisor recommended maintaining my arrears under 120 days despite my account status being in dispute at the time. After completing the payments, I realized that I was no longer able to access the account, leading to a phone call on XX/XX/XXXX. During my discussion with the representative over the phone, I was informed, " The account is now fully paid off and closed. '' I asked the representative to confirm this, and they did, stating that the account was indeed " fully settled '' and that it was not merely reflecting as such. About an hour later, I reached out to Bridgecrest once more, this time via text, for further confirmation. Once again, I was assured that the account was " officially closed and marked as fully paid. '' I was also told when to expect the release of the title, with the date being no later than XX/XX/XXXX. However, The reply from Bridgecrest 's agent response to the CFPB complaint on XX/XX/XXXXXXXX  seems to be based on perceptions that the account is in a certain state, rather than the actual facts that the debt was completely cleared, but this is not depicted in the mailed transaction statements provided by Bridgecrest actual documentation. These statements unambiguously demonstrate that this account was paid in full. Moreover, evidence of manual adjustments to transactions I executed on XX/XX/XXXXXXXX  is apparent. Bridgecrests agents response does not recognize that this account was closed then manually reopened ; instead, they assert that the account was never officially cleared but merely appears so in the application, which is an inaccurate assertion. If this were the case, the account should not present a cleared XXXX  status on the transaction statement if the company verifies the funds ' definitive clearance before closing an account with a status of paid in full. Based on the transaction record supplied by Bridgecrest, it appears the expected repayment was not reversed on XX/XX/XXXXXXXX  as alleged by the Bridgecrest representative in their CFPB response letter, but actually on XX/XX/XXXX, which is a misleading representation. It was also observed that the dates of my payments, initially made on XX/XX/XXXX, were subsequently altered and recorded as posted on XX/XX/XXXX. This alteration was done without my permission or knowledge following the prior confirmation that my account was fully settled, constituting deceptive conduct. On XX/XX/XXXX, I unknowingly reached out to Bridgecrest once again inquiring whether they could electronically transfer the vehicle 's title due to its sale on the previous day, but my request was refused. The representative not only declined but also insulted me, labeling me " XXXX  ''. However, they acknowledged my account was " fully paid and closed '', but indicated Bridgecrest 's intention to re-open it based on some unidentified payment issue. I promptly raised my objection, stating they had no permission from me to re-open the settled account. I warned them that such an action would constitute a breach of the law, even if the fault lay with Bridgecrest which would result in Promissory Estoppel. The call was then disconnected Bridgecrest 's representative 's response to the CFPB complaint suggested that a backend audit was underway. The audit demonstrated that the account balance was at " XXXX '' and had indeed been " Discharged '', reiterating that the business had reactivated the account without my consent or any form of communication. On XX/XX/XXXX, XXXX XXXX the same agent who addressed the CFPB complaint, reached out to me by phone. The motive for her call was to discuss previously withdrawn CFPB complaints, contrary to what was indicated in the written CFPB response on XX/XX/XXXXXXXX  ( this account is false ). She tried to discuss account-related issues, but the call got cut off during her attempt, a violation of the pre-existing Cease and Desist order. I attempted to return her call to understand her concerns, but I didn't succeed as she didn't pick up ( Not as claimed by XXXX stating that I didn't respond - False Statement ). The Bridgecrest representative didn't make an effort to reconnect with me and didn't answer my call when I tried calling back ( four times ). On XX/XX/XXXX, in the CFPB reply letter by XXXX XXXX states that, according to the agent, my account was reopened on XX/XX/XXXXXXXX   without any prior notice or my approval. I realized on XX/XX/XXXXXXXX  that the account was active again and promptly contacted Bridgecrest. The representative first attempted to argue that the account was never settled and closed but ultimately confessed that it had been closed and XXXX. Revealing that someone had manually reopened the account, a non-compliant activity. I reiterated to him that this was done without my consent or knowledge. I also informed him that the car associated with this account had been sold as of XX/XX/XXXXXXXX  urging him to close my account immediately with a paid in full status and to notate on the account. Which shows false statement made by XXXX XXXX Bridgecrest 's rebuttal to the CFPB complaint also purportedly includes an assertion that I claimed bankruptcy. That is incorrect, I never made such a declaration ( Inaccurate Statement ). Given that I was unable to make contact with a customer service representative, I communicated with the Bankruptcy department and was then forwarded to a representative who informed me that my account was Manually reinstated. Bridgecrest 's representative 's response to the CFPB complaint is additionally deceptive, alleging that the account and payment history were discussed with me, which they were not ( Inaccurate Statement ). We only talked about the transactions that i confirmed I executed on XX/XX/XXXXXXXX  and the unknown payment made on XX/XX/XXXX, which I was distinctly unaware of, a fact I highlighted to the representative on our phone conversation on XX/XX/XXXX. On XX/XX/XXXX, the representative from Brigcrest responded to the CFPB complaint, stating that on XX/XX/XXXXXXXX  the account had been charged off due to " non-payment '' which was within nine days of the acceptance of payments made on XX/XX/XXXX. I was not informed about any decision to " write off '' or alter the status of the account ( Erroneous Claim and Retaliatory Approach ). The account was noted on XX/XX/XXXXXXXX  and was active until XX/XX/XXXX, which is when the account status reverted to the previous " Closed '' status. In the complaint response made to the CFPB on XX/XX/XXXX, the Bridgecrest representative asserted that she had tried to contact me once more on XX/XX/XXXXXXXX  ( Deceptive Declaration and Cease and Desist Infringement ). The Bridgecrest agent 's assertions of accuracy are not my responsibility. As the Bridgecrest agent mentioned in the response to the CFPB complaint, I have submitted several notification letters through fax and Certified Mail without receiving any reply for my requests such as ( Validation Letter Request ( 1 ) ( 2 ), Notice of Insufficient Validation Documentation, Cease and Desist, Notice of Dispute, Cease and Desist of Defamation Acts, Satisfaction of Loan and Debt Release, Invoice of Final Payment in Accord and Satisfaction, Notice of Sale of Vehicle and Title Release, Immediate Closure of Account, Notice of Unlawful Practices, Notice of Estoppel ). XXXX XXXX, the representative from Bridgecrest who manages all responses to my CFPB complaints and my account operations singularly, has also directed Defamatory Acts against me and has refused to thoroughly address my concerns or complaints. I have been denied the opportunity to speak with any other representatives or superiors at Bridgecrest about my grievances or any transgressions carried out by this company. This infringes on my right to challenge inaccuracies and unjust procedures, and I am requesting to correspond with someone else at Bridgecrest who will consider my worries impartially. I would also like for XXXX XXXX XXXX to be involved in all future discussions. Moreover, I am requesting a thorough examination of all exchanges and inquiries that are alleged to have been conducted by this Bridgecrest representative. I feel I have been unfairly treated with regard to my concerns and that my rights have been breached. ( Attachments include Invoice of Final payment, Validation Requests ( 3 ), Bank Statement, Bridgecrest Transaction Report ) which shows account was discharged ( Attachments with Red marking indicates important information including response letter of false statements made by XXXX XXXX ) Please note that this will also be reported to the FTC and Texas Attorney General which may include legal action I ask the CFPB to investigate all actions taken by XXXX XXXX  and request a different agent and or supervisor of Bridgecrest to look into these actions taken against me. Also include communications to XXXX XXXX XXXX into all past and present complaints through the CFPB

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