Consumer complaint received 2017-03-03
Company: Bridgecrest Acceptance Corporation
State: NC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
It was a lot of different things that happened over the years. The first thing was I made a payment on XXXX XXXX XXXX to XXXX XXXX. Received a notice that I was behind. I advised XXXX XXXX that I made the payment gave them the confirmation number and sent my bank statement as well as the receipt that the payment was made with the confirmation on it. Was told that they still could not find it and they wanted me to make that payment. I talked to different reps over the time that could not assist me with finding the payment. They said that the payment was n't made and my bank had it, which was so confusing. In XX/XX/XXXX, I was speaking to a XXXX XXXX rep that help assist to find the payment because she wanted to know why I was behind. She researched the account and found the payment and stated that it was applied to someone else account. I 'm not sure why the other reps did n't take time to find the payment after I called several times to get the payment researched. I faxed the information to them several times and they still could n't find the information. 

The next incident was I walked outside Thursday XX/XX/XXXXand my car was gone. I was thinking it was stolen. I called XXXX to report it and was told that my car was repossessed. I was n't sure why. I was current status on my loan through my credit report. I called XXXX XXXX which is not XXXX XXXX and was told that I was XXXX payment behind. I told them that I was going to make my payment Fri at the end of the month like every month and they said that I would have to redeem my car by payment the total amount for the repossession and the car payment in the amount of XXXX. They told me that the reason that my car was repossessed was because I had a cease and desist on the account that came from my attorney and they could n't talk to me. I told them that I did n't have an attorney and I did n't have a cease and desist on my account. I advised them that they had me mixed up with someone and they told me that they do not place false information on people account and that they could n't get in touch with me was the reason to repossess my car. I asked them to send me a letter stating that they was going to repossess my car and they told me that they did n't have a letter to send but if I was a day late that the repossession process can occur at anytime. I told them that repossession is a process and that they have to send out something to me to make me aware that they are coming to get the car/ give me a timeframe to come up with the funds and the still said that they did n't have anything to give me. I spoke to several reps as well as manager that was n't helpful on Thursday and Friday. They would n't give me information about the cease and desist to see if I sent it in with any signatures or anything. They were rude and not assisting me or trying to research to help me find out what was going on. They stop giving me information because they say I had an attorney. I could n't get the attorney information that they said that placed on the account, just the name. They then found out hours later after I got the attorney to call Bridgecrest that they had my account mixed up with someone else account and had repossessed my car by mistake. 

My complaint is about the misapplied payment that took almost 2 years to find and the wrongful repossession

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