Consumer complaint received 2018-12-21
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: Bridgecrest Acceptance Corporation (NM)

Complaint:
My car was repossessed because I forgot to make the payments. I have XXXX in my brain and have been affected for about the last year only it has gotten worse the last 6 months or so. I called my son XXXX XXXX, who is an authorized person on my auto loan, to help me figure it out. I went to my bank and still had the money in the bank for the car payments. My sons and daughter helped me raise the remaining. My son paid {$1400.00} to get my car back on his credit card and I gave him the money I had. We were about to get the car back but the repo company named XXXXXXXX XXXX XXXX would not allow me to pick it up and requested a third party ( my son ) for the car to be released to instead of me because of the altercation I had with the repo man when they picked my car up. That morning, while I was still sleeping, my wife woke me up and told me that someone was stealing my car so I got my handgun and proceeded outside to protect my property. Once I realized it was the repo man I put the gun away and was confused because I was convinced that I had made the payments. My son agreed to pick up the vehicle for me but the repo company and the bank made it very tedious for my son the pick up the vehicle after they'd told him that once the payment was made, it would take approximately 2 hours to get the car back. The next day after the payment was already made, my son went to the tow yard ( XXXXXXXX XXXX XXXXXXXX ), to retrieve my vehicle but was already stressed and agitated with both companies because he perceived them as taking advantage of me. When he encountered the men at the towing company, there was a verbal confrontation between my son and the managers. Words were exchanged, and a fight almost happened but my son left the property to cool down and came back to apologize to the company with the help of the Sheriff 's Department and he shook hands and made up with the repo company and they all forgave each other. The Sheriff 's were no longer needed and the repo company was then willing to release the vehicle to my son, but since they had already contacted the bank ( Bridgecrest ), the Bank told my son on the phone that they decided that based on the two emotional experiences, they would be keeping the car and refunding the {$1400.00}. My son then pleaded with the bank and also explained to them that this incident was caused by his own stress and that I was not at fault. My son lost his cool and that cost me my car? We already paid the money and my son agreed to help me set up automatic payments and to also pay off the car early so that I won't get behind again. I have been paying this car for 4 1/2 years and only have 1 year left. I need this car for my wife to drive me to and from my medical appointments as I am a XXXX senior citizen. Please help me to work something out with Bridgecrest as the confrontation was not my fault and my son has already admitted he was wrong and amends with the repo company and tow yard have already been made. I sincerely apologize for all of the stress this has caused. My other son and his wife who is a XXXX  will be helping me to get home healthcare soon but I live in a semi remote location and do not have transportation. My wife and I also take care of XXXX young children. I do have a steady fixed income but do not know much about bank stuff. My son 's and daughters have now realized the severity of my medical problem in regards to my memory and are all kicking in to help me manage my bills. I did not fail to pay because of excessive spending but only because I believed I was paying the car. Please Help me to work with Bridgecrest. I asked Bridegecrest how much I have paid for the car in the last 4 1/2 years and the amount was close to {$27000.00} for a {$17000.00} vehicle. My son spoke with Bridgecrest and even offered to pay off my vehicle in full but bridgecrest declined. I now believe that since Bridgecrest has already made so much money off of me, that it is more financially beneficial for them to keep and sell the car to a second person at 21 % interest. I have the means and can meet any requirement of me for the car to be returned to me. As it turns out, my son has a friend that works at the tow yard who wishes to remain anonymous, and he states that a member of management offered to buy the car from Bridgecrest for a reduced price, for one of their family members and that's why Bridgcrest is declining to give me my car back. I do understand that I was 4 months behind when the car was repossessed but I have paid back 3 of those payments and am willing to be put on automatic payments, a vehicle immobilizer, and/or to pay the car loan off in full. The original company that I dealt with was XXXX XXXX and as now called Bridgecrest. Yes I got behind, and yes my credit isn't great but I did not know how to check my credit until my son, who works for the Federal Government, discovered fraud on my credit report that will be disputed and removed from my credit report. Please Help me as I do not want to lose {$27000.00} for a car that will be paid off soon as a punishment for my son 's behavior. Please excuse him as well as he is a XXXX XXXX XXXX XXXX veteran and is dealing with a great deal of stress and is being treated for XXXX.

Company response to consumer: Closed with explanation