Consumer complaint received 2025-03-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Bridgecrest Acceptance Corporation
State: FL

Complaint narrative:
I am filing this complaint against Bridgecrest due to misleading information from their representative, refusal to provide proper documentation, and an unjustified vehicle repossession threat. 

On Wednesday, XX/XX/year>, my vehicle was already out for repossession when I called Bridgecrest to inquire about the minimum balance I owed to remove the repossession status. During this call, I was told that the minimum balance I needed to pay was {$360.00}, and I made arrangements to pay that amount as soon as possible to avoid the repossession. The total on the account was {$2000.00} and needed a {$360.00} payment minimum to remove repo. The representative assured me that once I paid this balance, repossession would no longer be valid. 

Following this conversation, I made a {$100.00} payment over the phone with the agent, leaving a remaining balance of {$260.00}. Later that night, I submitted a {$200.00} payment via debit card on bridgecrest website, and the other {$160.00} via debit card same website early Thursday morning, completing the final payment to clear the balance. The account is now at {$1600.00} as I have paid the minimum balance to remove repo. 

At no point during the original call or my payment process was I informed of any additional amounts owed. Instead, the representative explicitly confirmed that once the balance was paid, repossession would no longer be valid. 

However, on XX/XX/year>, I received a repossession text from Bridgecrest, stating that my vehicle was back in repossession. This led me to call Bridgecrest again, where I spoke to multiple agents and escalated to an XXXX XXXX by the name of XXXX. 

During these calls, I was told that the repossession was still valid and that I owed additional amounts. Despite being reassured by the representative on XX/XX/XXXX that paying the {$360.00} balance would remove the repossession status, Bridgecrest has not removed the repossession status and continues to threaten repossession. 

When I called to dispute this, I was informed that my account was still in repossession status and an additional {$460.00} was required. I was told that the original agents assurances were based on the information available at the time, and that it was still determined to be in repossession status due to a 71 days past due rule. 

However : XXXX. I was never informed about the 71 days past due rule during the original call. 
XXXX. I paid the amount I was instructed to pay, and was reassured that repossession would not occur after my payment. 
XXXX. Bridgecrest confirmed that I was misinformed, yet they are still refusing to remove the repossession status. 

Additionally : They refuse to provide a written call summary despite acknowledging the call was valid. 
They refuse to provide a clear breakdown of my balance, including where the extra {$460.00} came from. 
They are insisting that the call recording can only be obtained via court order, which is an unreasonable barrier to resolving this dispute. 

Because of these issues, I am holding off on making any further payments until this dispute is resolved and I receive a clear and proper breakdown of my balance. I am doing this to avoid making any additional payments toward an amount that has not been properly justified or explained. 

Bridgecrests actions demonstrate negligent misrepresentation, deceptive collection practices, and an unfair attempt at repossession based on incorrect information.

Company response to consumer: Closed with explanation