Consumer complaint received 2017-01-10 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Bridgecrest Acceptance Corporation
State: AZ

Complaint narrative:
History of account : I am a co-signer on XXXX XXXX XXXX auto loan for my husband, XXXX who is an immigrant from XXXX trying to establish his credit. We have had this loan for over 4 years and NEVER had a reported late. In appx XXXX XXXX actually had a corporate wide credit reporting issue and for 7 months had to pull ALL their reporting from the bureau while fixing it. This resulted in us losing an established credit account from our files ; significantly dropping our credit scores during that time and forcing us into sub prime lending. The histories were added back to the bureau, it increased our score but no renumeration was given for the higher rates of interest we had to pay on new accounts established during that time. We had been using their only auto pay option though XXXX XXXX. 

Current issue : In XXXX, XXXX XXXX sent me an alert that a company called Bridgecrest ( whom at this stage I had never heard of ) placed a XXXX late on our credit file. I called to find out who the company was and was told they bought out XXXX earlier in the year. I escalated to a team supervisor named XXXX who pulled my file and it was determined that XXXX XXXX was " likely '' at fault for not transferring the auto draft. He gave me the number to call XXXX. I escalated to their supervisor who informed me that the issue lay solely with Bridgecrest and refused issue an email stating that XXXX had acted in error. I was only directed back to Bridgecrest who continue to this day to disavow any responsibility with their XXXX party provider ( they now provide their own auto pay internally ). We immediately caught up the late pay plus the current bill and set a new auto pay with Bridgecrest themselves. After a great deal of being pushed back and forth, I gave up for awhile. 

That is until the XXXX credit report came out and I saw it dropped our scores by XXXX points. We are closing a new home on XXXX XXXX and this has put us into a much higher interest rate for the new home we are currently buying. It will cost us an added {$270.00} a month! I called Bridgecrest back again to plea bargain for a courtesy removal of the late reporting under the justification that it was a shared responsibility. Same scripted response. I politely told the rep that I would be forced to involve the CFPB. It was ignored. She claimed there had been XXXX calls made. I told her it never happened and asked to have a recording of any calls they supposedly tried to make to me or any letters showing that XXXX or Bridgecrest had ever sent us a letter of introduction to Bridgecrest. At this stage she became politely frustrated and transferred me to a supervisor named XXXX. 

XXXX listened sympathetically, looked at the phone log and informed me that one of the numbers they had been calling was a bad number. The other number they had was mine. She said they have no ability to pull a record only to see a call log. I asked if they would have identified who they were when calling. She said they would likely only say : '' This is Bridgecrest and we would like to speak to XXXX XXXX ''. I have no recollection of ever receiving a call nor did they call from any of the XXXX XXXX numbers saved in my phone. However, they are still working numbers that go directly to Bridgecrest. My point being it was an unrecognizable company and phone number. If I did n't know who Bridgecrest was, I would have assumed they were sales people and blocked them. She also did n't seem to know who CFPB was. She gave me her extension and suggested I call XXXX XXXX again and try to get them to send an email stating it was their fault ... which brings me XXXX degrees back to where I started.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation