Consumer complaint received 2024-06-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: Bridgecrest Acceptance Corporation
State: CO

Complaint narrative:
After my vehicle was totaled in the summer of XXXX from a hail storm in XXXX ( noting there were delays of insurance processing claims due to XXXX lockdowns ), my insurance ( XXXX XXXX ) made XXXX payments to Bridgecrest to payoff my car loan. XXXX payment was in the amount of {$7300.00} ( the value of the vehicle ) and the other payment was Gap insurance in the amount of {$9000.00}. The checks were issued on XX/XX/XXXX ( refer letter from XXXX XXXX as evidence provided ). Recently, while in preparation for purchasing a new home, I saw on my credit report that Bridgecrest is reporting a 'Delinquent'/'Charge Off " balance of {$16000.00} since XX/XX/XXXX through XX/XX/XXXX, and continues to report a delinquent balance with a 'Charge Off " as of XX/XX/XXXX. The account balance was NOT a 'Charge Off ' nor should have ever been reflected as delinquent status. After the total loss in XX/XX/XXXX, monthly payments continued to paid in full through XX/XX/XXXX, which is evidenced in credit reporting ( refer support provided ). XXXX XXXX paid the remaining balance in full ( check issued in XX/XX/XXXX ; refer support provided ). Status of the account with Bridgecrest should be reflected as 'Paid in Full ', as of settlement of payment from XXXX XXXX XXXX XX/XX/XXXX, or thereabout ). Status SHOULD NOT reflect 'Delinquent ' or 'Charge Off ' in any manner, during that time or thereafter. Bridgecrest has ignored numerous contact attempts to resolve ( i.e., XXXX ( XXXX ) phone calls during business hours during the last week of XX/XX/XXXX, where the line transfers to XXXX, and I would be placed on hold by XXXX for XXXX minutes with no subsequent answer by an agent, and no ability to leave a voicemail or ability to receive a callback. I also attempted to contact for resolution via their online form on XX/XX/XXXX, where I was advised per their email response on XX/XX/XXXX ( refer email response from Bridgecrest provided as support ) that I must contact Bridgecrest via phone to resolve my issue, which I had already attempted numerous times. The cycle repeats ... They do not answer their phone lines, and offer no other means to provide dispute resolutions ). It is clear at this time that Bridgecrest has no interest in correcting their inaccurate records and false reporting regarding this loan account. Despite the account being timely and properly paid in full ( i.e., loan payments for this account were consistently made on time, as evidenced in support provided with this complaint to the CFPB, and the account was properly paid in full by XXXX XXXX subsequent to the total loss by XXXX in XX/XX/XXXX ; also evidenced in support provided to the CFPB ) as indicated above, Bridgecrest continues to falsely report as 'Delinquent'/'Charge Off ' to credit reporting bureaus. Due to Bridgecrest 's inaccurate and irresponsible reporting, my credit has been negatively impacted, and I have had to endure material financial harm. I have had to pay higher interest rates on credit cards, car loans, and now a home loan in order to purchase a home. I also have a debt limit that is severely impacted ( my lines of credit should and would be higher if Bridgecrest did not unjustly damage my credit ). The overall cost to me from Bridgecrest 's incorrect reporting is easily into the thousands of dollars, and future value in the tens of thousands of dollars or more for a mortgage loan, due to the much higher rate I am being quoted by lenders from the harm caused by Bridgecrest.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation