Consumer complaint received 2025-06-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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:
A representative from Bridegrcrest called me ( XX/XX/year> ) named XXXX. Im filing adding to my complaint XXXX because Bridgecrest is refusing to remove late payments from my credit report even as a goodwill adjustment by misrepresenting the Fair Credit Reporting Act ( FCRA ). I clearly explained that I experienced a financial hardship during the COVID-19 pandemic and reached out at the time for help. Bridgecrest declined to participate in CARES Act protections and continued to report late payments. 

I recently contacted Bridgecrest again to request a goodwill removal or courtesy adjustment for the lates. However, I was told they can not do so under the FCRA, which is misleading and incorrect. The FCRA does not prohibit the removal of negative information as a goodwill gesture. In fact, it allows creditors to voluntarily choose not to report certain derogatory marks as long as the information that is reported remains accurate and not misleading. 

I am requesting that the CFPB investigate this policy and Bridgecrests refusal to extend any form of goodwill or hardship relief to customers impacted by COVID-19. I also ask that the CFPB clarify to Bridgecrest that a courtesy removal of late payments is not a violation of the FCRA and is a common practice among lenders who value customer relationships and believe in second chances. 

Bridgecrest is misrepresenting the Fair Credit Reporting Act by falsely stating that they are not allowed to remove late payments even as a courtesy or goodwill gesture. This is misleading and incorrect. The FCRA allows the reporting of accurate information, but it does not require creditors to continue reporting negative marks. There is no rule in the FCRA that prohibits voluntary goodwill removals. I am requesting that the CFPB review Bridgecrests internal training and policies related to credit reporting and consumer communication, as they are misleading customers about their rights and the scope of the FCRA. 


Bridgecrest representative named XXXX told me that Bridgecrest does not remove late payments unless they caused the error, and that the FCRA prohibits them from removing late payments as a goodwill gesture or courtesy adjustment. doing so otherwise. This is misleading and inaccurate. The FCRA permits creditors to report accurate information but does not require them to continue reporting negative marks, and it certainly does not prohibit courtesy or goodwill removals. 

They just refused to do so. 
Bridgecrests response shows a clear pattern of misrepresenting federal law to consumers, and this has affected my ability to rebuild my credit post-COVID. I respectfully request the CFPB investigate whether this reflects a broader internal policy of providing misleading legal guidance about the FCRA. 

On XX/XX/year>, I spoke with a Bridgecrest representative named XXXX. I requested that late payments be removed as a goodwill gesture. XXXX stated that Bridgecrest does not remove late payments unless the company caused the error. She further stated that Bridgecrest can not remove accurate late payments under the Fair Credit Reporting Act ( FCRA ), and that any such courtesy would only be considered in rare unique situations. When I requested a written confirmation of this policy, she said she could not guarantee that and would have to speak to her team first. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation