Consumer complaint received 2024-04-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Bridgecrest Acceptance Corporation
State: FL

Complaint narrative:
I am writing to file a formal complaint against Bridgecrest regarding their handling of my request for payment assistance. As a customer who was experiencing financial hardship, I reached out to the company seeking assistance with my payments. However, the manner in which my request was handled by the company 's representatives was highly misleading and ultimately detrimental to my financial situation. 

Upon contacting the company and expressing my difficulty in making payments on XX/XX/year>, I inquired about the possibility of receiving payment assistance. The agent I spoke with informed me that a deferment option was available, but emphasized that I needed to request it specifically. Furthermore, the agent stated that in order for my deferment request to be considered, I would first need to make a one-time payment to bring my account current. 

Seeking clarification on this requirement, I specifically asked the agent if making a payment was necessary to receive payment assistance. The agent confirmed that this was indeed the case, assuring me that my understanding was correct. Consequently, I agreed to proceed with setting up a one-time payment to fulfill this requirement. 

Subsequently, when I asked if it was possible to change the payment date, the agent strongly advised against it, stating that doing so would jeopardize my eligibility for the deferment request. Trusting the information provided by the company 's representative, I adhered to their instructions and made the payment as scheduled, despite the financial strain it imposed on me. 

After making the payment as instructed, I followed up with the company on to inquire about the status of my deferment request on XX/XX/year>. To my dismay, I was informed that my request had been denied. The reason provided for the denial was the payment I had made, which was now deemed by management to have affected my request for deferment. This decision was made at the discretion of management, without regard for the information and assurances provided by the company 's own representative. 

Upon raising this issue with a subsequent agent and explaining the misleading information provided by the previous representative, I received only an apology. Moreover, it was only after disclosing that I had no funds available that the subsequent agent offered a payment plan to bring my account current. 

This sequence of events highlights the company 's deceptive practices, lack of transparency, and inconsistent customer service. The misleading communication and subsequent denial of my deferment request have exacerbated my financial difficulties and caused undue stress and hardship. 

Enclosed with this complaint are copies of the conversations I had with the company 's representatives, which serve as evidence of the misinformation and misleading guidance provided. 

I trust that the Consumer Protection Finance Bureau will take prompt and appropriate action to address these grievous concerns and ensure that consumers are treated fairly and transparently by Bridgecrest. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation