Consumer complaint received 2025-07-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
Subject : Request to Reopen CFPB Complaint Misrepresentation and Withholding of Material Documents Follow-Up on CFPB Complaint Missing Documentation & CARES-Related Interest Charges Account Number : XXXX Consumer : XXXX XXXX XXXX XXXX Dear CFPB , I am requesting that my complaint against Bridgecrest Acceptance Corp. be reopened and fully reviewed in context, including : All prior complaints and responses I submitted All responses submitted by Bridgecrest And the XX/XX/XXXX modification agreement, which I recently obtained and which Bridgecrest failed to include XXXX their responses Why This Is Important : Bridgecrest claimed in prior responses that they assisted me during a XX/XX/XXXX hardship by granting a deferment, yet they : Never submitted a copy of the XX/XX/XXXX deferment agreement Repeatedly insisted that I was asking them to alter accurate reporting under the FCRA, instead of acknowledging my request for a goodwill adjustment Claimed that the FCRA restricts them from removing accurate late marks, which is a misinterpretation of the law The truth is simple and its in the documents : XXXX. I now have the XX/XX/XXXX deferment modification, signed by both parties. 
It shows that interest continued to accrue, despite earlier claims that this was hardship relief. 
This contradicts what I believed I was agreeing to and undermines the claim that Bridgecrest provided genuine COVID-era assistance. 
XXXX. Bridgecrests refusal to send this modification agreement to the CFPB suggests an intent to hide terms that would expose added interest during a global crisis. 
XXXX. I respectfully request that the CFPB : Review all of my past complaints and Bridgecrests replies as a whole, not just in isolation Compare the facts Ive submitted with what Bridgecrest has failed to submit Recognize that I have been consistent, honest, and cooperative while Bridgecrest has stonewalled, misrepresented FCRA rules, and failed to provide basic documentation What Im Asking For : A copy of the complete CFPB file for this account, including prior complaints and responses Reopening of the current dispute, with direction to Bridgecrest to : Submit all internal records and correspondence related to the XX/XX/XXXX modification Correct their FCRA interpretation, and acknowledge that goodwill adjustments are permissible Remove late payment marks as a goodwill resolution in light of the hardship and full payoff I am attaching or prepared to submit the modification agreement that proves interest was added even though they claim to have assisted me. If there is anything else CFPB needs to move forward, Im happy to comply.

I am writing to request that my complaint regarding Bridgecrest Acceptance Corp. be reopened and further reviewed. I have now obtained a copy of the XX/XX/XXXX modification agreement related to my account number XXXX. 

This document confirms that Bridgecrest deferred several payments due to XXXX hardship, but it also states : FINANCE CHARGES WILL CONTINUE TO ACCRUE ON THE UNPAID BALANCE AT THE CONTRACT RATE you will owe more interest on your account because you are not making payments. 

This clause directly contradicts Bridgecrests earlier verbal and written statements that no additional interest would be charged during the deferment. Bridgecrest : Did not provide this modification agreement when I originally requested proof of the deferment. 
Instead submitted only the XXXX retail contract, failing to disclose material terms relevant to the complaint. 
Repeatedly claimed that they assisted me without providing the documentation to prove what that assistance entailed. 

In addition, Bridgecrest continues to misrepresent the Fair Credit Reporting Act ( FCRA ) by stating that it does not allow the removal of accurate late payments. This is incorrect. The FCRA does not prohibit goodwill adjustments, and credit reporting is voluntary lenders routinely adjust or suppress late marks as a courtesy for consumers who experience hardship. 


I am requesting that my complaint be reopened due to factual misrepresentation and withholding of material evidence by Bridgecrest. 

In their latest response, Bridgecrest claimed I was given a deferment in XX/XX/XXXX, consisting of XXXX biweekly payments. However, I specifically requested documentation of this alleged deferment. They did not provide any. Instead, they uploaded the original XXXX contract, which has no reference to any deferment, modification, or COVID-related assistance. 

Their failure to provide the signed agreement or payment breakdown makes their claim unsubstantiated and misleading. 

Additionally, Bridgecrest XXXX XXXX told me by phone that the FCRA prohibits them from granting goodwill adjustments. This is legally inaccurate. The FCRA does not prohibit creditors from removing negative marks voluntarily. Their statements to both me and CFPB reflect intentional deception about federal law. 

In my most recent rebuttal, I reference the complaint about goodwill adjustments and the missing deferment proof this ties to # XXXX ( from the XX/XX/XXXX response ). 
XXXX of their responses even called my complaint duplicative based on prior numbers, which makes having the full list helpful for tracking. 

My Consumer Financial Protection Bureau complaint history with Bridgecrest includes : CFPB Case # XXXX CFPB Case # XXXX CFPB Case # XXXX CFPB Case # XXXX These complaints all relate to misrepresentation of the Fair Credit Reporting Act ( FCRA ), refusal to honor goodwill adjustment requests, and repeated failure to produce documentation of a claimed XX/XX/XXXX deferment. 

Bridgecrest publicly claims to honor CARES Act protections, but in practice failed to provide repayment relief, reporting me late or assessing penalties during hardship. 


Bridgecrests public XXXX XXXX page assured borrowers that hardship accommodations were available and would help avoid accruing extra interest. Yet CFPB complaint data ( IDs XXXX & XXXX ) and more than XXXX XXXX complaints document customers who were reported late or sent to collections after requesting pandemic relief. I have repeatedly asked Bridgecrest to produce my alleged XX/XX/XXXX deferment paperwork ; they have provided only my XXXX contract, proving no accommodation occurred. This pattern suggests deceptive trade practices and non-compliance with the CARES Acts credit-reporting amendment to the FCRA ( 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ) ). I request CFPB/AG investigation and production of all Bridgecrest hardship-program records. 

Bridgecrest has faced legal scrutiny and consumer backlashparticularly regarding their pandemic relief efforts and credit reporting : The Consumer Financial Protection Bureau has a case where a customer stated : Bridgecrest has report to the credit bureau that I was XXXX days late despite pandemic hardship The Better Business Bureau shows over XXXX complaints in XXXX years, with common themes including billing issues, service problems, inaccurate reporting, and delay resolution In Connecticut, they entered into a consent order under state authority. While details are partly redacted, it involved enforcement actions including cease-and-desist and civil penaltiesindicating the state flagged legal or compliance issues. 

In XX/XX/XXXX, Bridgecrest was hit with a class action in Pennsylvania, alleging they charged illegal paytopay fees and interest exceeding state capsviolating the Consumer Credit Code. 

When a company like Bridgecrest claims : The Fair Credit Reporting Act ( FCRA ) doesnt allow us to remove accurate late payments, they are misrepresenting what the law actually says. 

The Truth About the FCRA : The FCRA does not prohibit a lender from making a goodwill adjustment meaning they can choose to remove or suppress a late payment from a consumers credit report if they want to. 

In other words : The FCRA requires that any information reported be accurate, BUT It does not require a lender to report negative information at all. 
Nor does it prohibit them from choosing at their discretion to remove a late payment as an act of goodwill. 

XXXX. Nothing in the FCRA requires creditors to report anything to credit bureaus reporting is voluntary. 
XXXX. Once they choose to report, the information must be complete and accurate, but that doesnt stop them from correcting or updating what they report including removing late payments. 
XXXX. Lenders frequently offer goodwill adjustments for consumers who : Had a documented hardship ( XXXX XXXX XXXXrelated loss, etc. ) Had a good payment history before and/or after the late payment Paid off the account in full The FCRA does not prohibit creditors from removing negative, but accurate, information from a credit report as a goodwill adjustment. Reporting to the credit bureaus is voluntary, and creditors have full discretion to adjust or delete late payments as long as the overall information remains accurate. 
Therefore, your refusal to offer a goodwill adjustment based on a misstatement of the FCRA is not valid. 



My complaint is not duplicative. I provided new material facts, specifically asking for : Documentation of the claimed XX/XX/XXXX deferment Clarification of their false FCRA interpretation I respectfully ask that you : XXXX. Reopen this complaint and require Bridgecrest to provide the signed deferment terms. 
XXXX. Instruct Bridgecrest to correct their FCRA explanation and acknowledge they are allowed to offer goodwill adjustments. 
XXXX. Investigate their use of frivolous labels to dismiss valid complaints from consumers who ask legitimate questions about fairness and hardship relief. 


Bridgecrests claim that the FCRA does not allow such removals is incorrect and misleading. I am requesting a fair resolution that includes : Removal of the late payments from my credit report as a goodwill gesture Written acknowledgment that the FCRA does not prohibit this A correction to any internal policy or communication that falsely claims otherwise The modification agreement confirms what Ive been saying all along : It was signed XX/XX/XXXX, during the XXXX hardship period. 
It says : FINANCE CHARGES WILL CONTINUE TO ACCRUE ON THE UNPAID BALANCE AT THE CONTRACT RATE you will owe more interest on your account because you are not making payments. 

That directly contradicts any representation Bridgecrest made that no interest would be added during the deferment a central point of my complaint. 


I am happy to provide screenshots, documents, and phone records to support this request. 

Sincerely, XXXX XXXX XXXX XXXX What Im Asking For : A copy of the complete CFPB file for this account, including prior complaints and responses Reopening of the current dispute, with direction to Bridgecrest to : Submit all internal records and correspondence related to the XX/XX/XXXX modification Correct their FCRA interpretation, and acknowledge that goodwill adjustments are permissible Remove late payment marks as a goodwill resolution in light of the hardship and full payoff I am attaching or prepared to submit the modification agreement that proves interest was added even though they claim to have assisted me. If there is anything else CFPB needs to move forward, Im happy to comply.

Company response to consumer: Closed with explanation