Consumer complaint received 2023-04-19
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Bridgecrest Acceptance Corporation (MD)

Complaint:
YOUR COMPLAINT Called Bridgecrest and spoke with an Executive Resolution Specialist named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest. 

Hide full complaint What product or service is your complaint about? 
PRODUCT OR SERVICE Vehicle loan or lease NEW OR USED? 
Used TYPE Loan What type of problem are you having? 
Inactive modal ISSUE Managing the loan or lease HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? 
Yes What happened? 
Called Bridgecrest and spoke with an Executive Resolution Specialist named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest

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