Consumer complaint received 2018-04-19
Company: Bridgecrest Acceptance Corporation
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
OnXX/XX/XXXX my vehicle was repossessed for being past due. I contacted Bridgecrest to get details about how much was needed to FULLY REINSTATE the account to get my vehicle back. I first spoke with XXXX ( XXXX ) who said my vehicle was 81 days past due. I asked for more details about this and she transferred me to XXXX ( XXXX  ) who explained I was due for {$770.00} for the account, {$300.00} for the repossession fee, and {$95.00} for the late fees ; Total = {$1100.00}. I advised I'd call back to pay. I called back that day and couldn't reach XXXX  so I spoke with XXXX ( didn't get ID ). However, XXXX reassured me that what I was paying would bring the account due for XX/XX/XXXX for {$42.00}. I paid her {$1100.00} plus the processing fee for two payments because their system didn't allow the amount in one full payment. I told XXXX  I would call back the next day and pay the {$42.00} for the XX/XX/XXXXpayment. I picked up my vehicle the next day but did not contact Bridgecrest again until Friday XX/XX/XXXX. At that time I spoke with XXXX who advised me, my loan was due for {$75.00} toward theXX/XX/XXXX payment. I disputed that verbally on the call and she apologized for the misinformation, reassuring me that it was {$75.00} to bring the account current. I asked her again was sure that my next due date would beXX/XX/XXXX. She said yes ( several times throughout the call ). I advised her at that time that I wasn't sure if i'd be able to pay the next payment until XX/XX/XXXX because of how I just paid them and my rent was due. She said to work something out because that would be too long without a payment. I advised I'll see what I can do. Thankfully, because of how my pay checks are falling I was able to pay 2-biweekly payments totalling {$430.00} with this weeks paycheck. When I called to pay I spoke with a representative ( didn't think needed to get ID ) who advised my account was 47 days past due 800 some odd dollars. I asked how so, and explained the same information explained as mentioned above. She transferred me to XXXX ( XXXX ) who apologized for me getting the wrong info. I disputed this again because at this point every time I call I'm getting apologized to for getting the wrong information. Therefore XXXX transferred me to XXXX  ( Triplet - manager ). He tried t explain the payment breakdown and I advised him that I was told what I paid would bring my account current forXX/XX/XXXX payment and no fees. He tried his best to handle the situation by advising he would escalate the issue for review.

Prior to all this I've had to request a representative no longer call me for being harassing on the line and her manager was the worst. Prior to that I've had to address Bridgecrest calling my cell phone 2 times in one minute. Prior to that I've had to ask for less calls because of excessive calling. Now I understand if I'm past due to call but there is a fine line when the calls become overbearing ( more than 2 calls per day - 1 in morning and 1 evening ). Because of the excessive calling I asked bridgecrest not to call my cell. No contact caused me to get the car repossessed prior to the most recent time. Therefore I advised it's okay to call. That's when I experienced the horrible service of that rep and her manager. I asked to be transferred to a different rep and for that rep to no longer contact me. ( she called 2 days in a row at this point ). XXXX ( XXXX ) advised the horrible rep was the one that put the cease and desist back on the account and it was her and her horrible manager who put my car up for repossession. That made me very uneasy, feeling personally attacked.

As far as my loan is concerned : i've learned my interest rate is predatory and with all the payments i've paid so far i've paid for the sale price plus more at this point.

My problems : 1. misinformation every time call 2. excessive calls 3. horrible customer service My Wishes : 1. account brought current as I was told it would be 2. limited phone calls ( 1/day only if I'm 30+ days past due ) 3. Loan reviewed for write off/paid in full

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