Consumer complaint received 2025-09-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
Subject : Bridgecrest False/Misleading Response to Prior Complaint ( Case # XXXX ) I am submitting a new complaint because Bridgecrest provided false and misleading responses to the CFPB and failed to provide the documents I specifically requested. 

In XX/XX/XXXX, Bridgecrest claims they granted me a COVID-related deferment. I repeatedly requested a copy of the signed XX/XX/XXXX modification/deferment agreement and documentation showing how interest and late reporting were handled under the CARES Act. Bridgecrest never provided this. Instead, they only produced my original XXXX retail installment contract, which is unrelated, and falsely stated that the modification agreement was available in the online portal. As a former customer, I no longer have access to that portal, making their response misleading and evasive. 

Bridgecrests written and verbal statements also contradict each other. They told me and CFPB that no additional interest would accrue during a deferment, yet the XX/XX/XXXX agreement I later obtained clearly states : Finance charges will continue to accrue on the unpaid balance at the contract rate. This directly shows they misrepresented material facts and concealed terms that caused extra charges during a XXXX hardship. 

In addition, Bridgecrest repeatedly claimed that the Fair Credit Reporting Act ( FCRA ) does not allow goodwill adjustments or the removal of late payments. This is legally false. The FCRA does not prohibit goodwill adjustments, and credit reporting is voluntary. Lenders can and do remove late marks for consumers experiencing hardship. Their misstatement of the law misled both me and the CFPB. 

Overall, Bridgecrest failed to provide the documents I requested, gave contradictory and false explanations, and attempted to shift responsibility by pointing me to a portal I can not access. Their response avoided addressing the substance of my complaint. 

Bridgecrest provided a false and misleading response to my prior CFPB complaint by withholding documents, misrepresenting federal law, and directing me to an online portal they know I can not access as I am no longer a customer. Their actions prevented my original complaint from being fully investigated. 

Details of the My Complaint XXXX. XXXX XXXX XXXX ( XX/XX/XXXX ) Bridgecrest claimed in their XX/XX/XXXX response that they assisted me in XX/XX/XXXX with a deferment consisting of four XXXX  payments. 
However, they did not provide the signed XX/XX/XXXX modification agreement to CFPB as evidence. 
Instead, they stated the agreement was available in my online portal. This is misleading because : I am no longer a Bridgecrest customer and can not access the online portal. 
The agreement is central to my complaint because it shows Bridgecrest allowed interest to continue accruing during a XXXX hardship deferment. 
XXXX. Misrepresentation of the Fair Credit Reporting Act ( FCRA ) Bridgecrest stated they were unable to alter accurate reporting of the tradeline. 
This is misleading. The FCRA does not prohibit goodwill adjustments. Reporting is voluntary, and lenders routinely remove late marks as a courtesy for customers in hardship. 
By misrepresenting federal law, Bridgecrest misled both me and the CFPB to avoid accountability. 
XXXX. Generic, Non-Responsive Answer Bridgecrest recycled language from my XXXX retail contract instead of addressing my complaint about the XXXX modification and hardship. 
They claimed they followed all policies and procedures without providing supporting documentation. 
This ignored the central issue of improper interest charges during the XXXX hardship deferment. 
XXXX. Failure to Provide Records Upon Request Bridgecrest claimed I could access records via my online portal. 
They know this is false because my account is closed, and I have no login access. 
Under federal consumer protection standards, I am entitled to receive documentation upon request. Directing me to a closed portal is an intentional barrier. 
Why This Matters Bridgecrests response obstructed CFPBs review by withholding evidence, misrepresenting the law, and avoiding direct answers.

Their conduct misled the Bureau into closing my case prematurely.

This is not just poor customer service it is deceptive and unfair business practice under federal law.

Requested Action I respectfully request that CFPB : 1. Require Bridgecrest to produce the XX/XX/XXXX deferment modification agreement and all related correspondence. 
XXXX. Correct the record regarding Bridgecrests misrepresentation of the FCRA. 
XXXX. Address Bridgecrests practice of directing closed-account customers to inaccessible online portals instead of providing records. 
XXXX. Ensure this complaint is fully reviewed with all evidence, including the documents I have attached. 

I am also requesting that the CFPB fully review my complaint with all supporting evidence, including documents I already provided in my earlier case files. Bridgecrests latest response is incomplete and misleading. 
Withheld Documentation : Bridgecrest previously refused to provide the XX/XX/XXXX modification agreement, even though I specifically requested it. They only produced it much later, and only after I pressed for it. 
Key Contradiction : That XX/XX/XXXX modification agreement ( signed by both parties ) clearly states : Finance charges will continue to accrue on the unpaid balance at the contract rate proving interest was added during the deferment. This directly contradicts Bridgecrests repeated statements to me and to CFPB that no additional interest would accrue as hardship relief.

False Claims About Access : In their latest response, Bridgecrest claimed I could access this document in their online portal. That is not possible because I am no longer a customer. This excuse is misleading and prevents me from reviewing my own contract history. 
FCRA Misrepresentation : Bridgecrest repeatedly told me and the CFPB that the Fair Credit Reporting Act does not allow the removal of accurate late payments. This is legally inaccurate. The FCRA does not prohibit creditors from making goodwill adjustments. Lenders routinely make these adjustments for consumers in hardship situations. 

Previous complaints regarding this same account The attachments were already uploaded This complaint is directly connected to my earlier CFPB complaints regarding the same Bridgecrest account. In those earlier complaints, I already submitted attachments, including the XX/XX/XXXX modification agreement and related correspondence. I am requesting CFPB staff to review those attachments in connection with this complaint, since Bridgecrest continues to provide misleading responses while ignoring key documents that are already on file. 

My Request : XXXX. That CFPB staff review the XX/XX/XXXX modification agreement alongside Bridgecrests written claims to identify the contradiction. 
XXXX. That CFPB require Bridgecrest to explain why they withheld this agreement in prior responses.

3. That CFPB instruct Bridgecrest to correct their FCRA misstatement and acknowledge goodwill adjustments are permissible. 
XXXX. That CFPB not accept online portal access as an excuse to deny me access to critical documentation, especially as a former customer. 

This is not a new issueit is an ongoing pattern of Bridgecrest withholding key documents and providing misleading explanations. I am attaching the XX/XX/XXXX modification agreement again, but I also ask CFPB to review all attachments from my prior complaints because those records prove a pattern of misrepresentation. 

Bridgecrests conduct goes beyond my individual account and amounts to deceptive trade practices. During XXXX, Bridgecrest publicly assured borrowers that hardship accommodations would not result in additional interest charges, yet my XX/XX/XXXX modification agreement proves that interest continued to accrue. This contradicts their public statements and misled consumers. I respectfully request that the CFPB not only review my case but also consider referring this matter to the Federal Trade Commission ( FTC ) for investigation of unfair and deceptive acts and practices, as this appears to be a systemic issue affecting many customers, not just me. 

Bridgecrest falsely stated in their XX/XX/XXXX response that I could access the XX/XX/XXXX modification agreement through their online portal. This is untrue. I am no longer a customer, and as shown in the attached screenshot, the portal clearly says No Accounts Found, preventing me from accessing any records. Bridgecrest knows this and still used it as an excuse to withhold documentation. This misrepresentation is part of a pattern of evasive responses and denial of material documents that I have repeatedly requested. 
Thank you XXXX XXXX XXXX

Company response to consumer: Closed with explanation