Consumer complaint received 2022-12-31 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: Bridgecrest Acceptance Corporation
State: IL

Complaint narrative:
On XX/XX/XXXX I purchased a vehicle from an online platform ( i.e., XXXX ), which was easy, convenient, and fast. I also obtained funding for the loan to purchase ( i.e., Bridgecrest ) through the same platform. All of that was perfect. 

What I and the world did not anticipate at the time of the purchase, was the advent of the XXXX XXXX pandemic. A month after my purchase, the world literally closed due to the pandemic. Huge financial strains emerged due to the lockdowns and loss of income streams. My lender ( i.e., Bridgecrest ), would call almost 3 times a week seeking car payments that I had fallen back on. It was massive stress and a mental drain every day. I was never offered or informed of the options for relief and at some point, my vehicle was repossessed the night I caught up on the payments. Even though I had caught up on the payments that night before the repossession, my vehicle was still repossessed, and was told to pay a repossession fee to get it back, which I did. The repossession fee again drove me back on my payments. Increasingly being called sometimes as late as XXXX XXXX  in the night by Bridgecrest asking for a payment. It was so much harassment that I stopped answering. 

Today, I know that in response to the ongoing pandemic, the Coronavirus Aid, Relief and Economic Security ( CARES ) Act would have made it possible for those impacted to receive certain payment accommodations, such as account forbearance or deferment, which I was never told or offered even when I asked. For example, because I was facing hardship due to the pandemic, I had the right to request a forbearance for up to 180 days, with the option to extend it another 180 days. I now know, after personal education on the law that while some other CARES Act provisions have expired, or will soon, I still have options available. 

Yes, I caught up on my payments again this past XXXX. Surprisingly, the day I caught up, is the day Bridgecrest offered me a 3-month deferment on my loan. That is ridiculous! My car was illegally repossessed because I had made my payments current and they charged me. Then after catching up on my payments, they kept reporting my balance as not current. Today as I write this complaint, my car loan is not current with major credit bureaus even if all my payments are. They are financially struggling my chances to succeed by accumulating unfair late payments on my record. 

Lastly, this week on Thursday morning ( i.e., XX/XX/XXXX ), I received a scare from Bridgecrest. Between XXXX XXXX  and XXXX XXXX, all the debit cards I have ever used for my car payments ( i.e., even the ones I had deleted a year or two, ago, were charged different unauthorized amounts 17 times. I called Bridgecrest to ask why someone was charging my cards so many unauthorized amounts so many times and didn't get an explanation or assurance of resolution. Neither did I get an apology. 

I have now canceled all my debit cards and ordered new ones. The pain of getting through the end of the year waiting on new cards and having to worry about what just happened is wrong. It is against the law and I know that I'm unfairly being treated by Bridgecrest. I need help from someone with a voice on this.

Company response to consumer: Closed with explanation