Consumer complaint received 2022-03-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: Bridgecrest Acceptance Corporation
State: AZ

Complaint narrative:
We financed buying a car through Bridgecrest. After purchasing the car and wanting a few more details regarding pay off information and not getting the information from Bridgecrest. We decided to refinance through our credit union. The credit union sent 2 checks to Bridgecrest. Both were cashed on the same day in XX/XX/2022 only one was credited to our acct. I have been reaching out to Bridgecrest for over a month and a few weeks ago was told by the rep that this is not their problem. They cant find the check and to contact our bank. I contacted our bank who sent copies of the cashed checks. I asked Bridgecrest to give me an email to send them copies of the check and they said they do not accept copies of checks. Our bank called Bridgecrest and got nowhere. Our bank contacted their bank and offered to do a conference call between them, bridgecrest and me. Again, Bridgecrest declined. I spent 5 days this week calling and fighting with everyone I could who would listen to me at Bridgecrest. I finally got through to one person in the Resolution dept who listened and asked me to send the copies of the checks. I called back yesterday and was told they found the check that they had cashed. And they would credit my acct. as soon as this was verified. I was told to call back today at XXXX and told to ask for XXXX. I called back and was given the run around that he was unavailable to assist me today and would call me back within XXXX business hours. I teach and explained it is hard for me to get phone calls during school hours. Their reply was again he would call me back within XXXX business hours and that is all they can do for me. She did say the check should be credited to our acct in XXXX XXXX business days. I asked why so long since they have already cashed the check in middle of XXXX and I asked why this is almost impossible for me to get a garantee that my money will be credited to my acct which I will be owed a check for the credit that is owed to me. Her reply was it should be in my acct in XXXX business days. I said should does not mean it will. She said true that it might not be. I asked to talk to someone else she said not possible everyone is busy. I volunteered to hold till someone could answer my questions better. Basically they made money from the interest of a check they cashed hoping I wouldnt ask about it and now I am being told it should be deposited into my acct. This is unacceptable for a loan business. This should not have taken me a month of fighting with the company and being told many times it is not their problem to get my money that is owed to me credited to my account and a refund check issued. Because in the mean time after they lost my check and told me it was t their problem they auto withdrew the monthly money out of my bank acct. which is what the second check was for. I dont understand how they could lose money that they cashed and I had to spend a month fighting for it to be found. They didnt care and I honestly got the impression that if I didnt fight for it they would have just kept the money and not cared.

Company response to consumer: Closed with explanation