Consumer complaint received 2025-11-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
I am submitting this formal complaint regarding Bridgecrests handling of my auto loan account, including misleading representations, improper processing of a loan modification, and actions that have adversely affected my financial standing and credit. 
Due to economic hardship and furloughed employment, I fell behind on my auto loan payments. I maintained consistent communication with Bridgecrest and, on XX/XX/year>, contacted them as I approached 90 days past due. 
During this call, a representative, XXXX, informed me that by paying {$670.00}, I would prevent repossession status and become eligible for a two-month extension, bringing my account current. I authorized an initial payment of {$310.00}, followed shortly by a second payment of {$370.00} after she verified the modification approval with her manager. 
XXXX emailed me formal modification documents that reflected the two-month extension and confirmed that my new amount due would be {$990.00}, my standard monthly payment. I signed the documents via XXXX and verified that the modification appeared in my online dashboard. 
However, on XX/XX/year>, I received an email stating my account was past due. When I contacted Bridgecrest, another representative, XXXX, informed me that the modification had been denied without any explanation. The modification documents had also disappeared from my online account. She suggested the request may have been denied due to timing, though the original representative had confirmed timing and obtained managerial approval before processing payments. 
I escalated the matter and spoke with XXXX, who initially acknowledged that the conduct described was inconsistent with Bridgecrests standards and stated she would review the recorded call. After placing me on hold for approximately XXXX minutes, she returned with a different tone, deflecting to policy limitations rather than addressing the confirmed approval. When I requested further review and stated that I would submit a complaint to the CFPB, she became dismissive, spoke over me, and ultimately ended the call without providing a resolution, timeline, or explanation. 
Since then, I have received no correspondence from Bridgecrest regarding why the modificationalready accepted, documented, and displayed in my accountwas removed. Additionally, my credit report has been negatively affected as a result of their actions. 
Bridgecrests handling of this matter appears to involve : Misrepresentation of loan terms Failure to honor an approved modification Improper processing of payments Removal of executed modification documents without notice Unprofessional conduct by staff Lack of transparency and refusal to provide investigation details Harm to my credit standing due to their internal errors I respectfully request the CFPBs assistance in addressing the following : XXXX. A full investigation into Bridgecrests handling of my loan modification and payments. 
XXXX. Reinstatement of the previously approved modification under the documented terms presented on XX/XX/year>. 
XXXX. Correction of my credit report to remove any negative marks resulting from Bridgecrests mismanagement. 
4. Disclosure of Bridgecrests Extension Policy, which has been inconsistently represented. 
5. Review of Bridgecrests training and compliance practices, particularly regarding transparency, consumer communication, and misrepresentation. 
I am providing this complaint to ensure proper oversight, consumer protection, and correction of the harm caused by Bridgecrests actions. I am prepared to submit supporting documents, including screenshots, the signed modification agreement, payment confirmations, and any correspondence. 
Thank you for your attention to this matter. I look forward to your assistance in obtaining a fair and timely resolution. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation