Consumer complaint received 2024-02-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
I opened an account with Bridgecrest in XX/XX/XXXX for a car loan. The car was involved in an accident in XX/XX/XXXX and deemed a total loss. Insurance paid the fair market value for the car on XX/XX/XXXX in the amount of {$27000.00}. Gap insurance paid the remaining balance on XX/XX/XXXX in the amount of {$7400.00} which posted to my account on XX/XX/XXXX. My account was closed with a XXXX balance on XX/XX/XXXX. 

Despite receiving a $ XXXX insurance payout in XXXX, Bridgecrest began reporting my account as delinquent in XXXX. They continued to report my account as delinquent in XXXX and XXXX which was unequivocally false. 

I spoke with the credit reporting department at Bridgecrest several times in XXXX and they assured me that credit reporting would be updated when the account was paid in full. 

So I waited until the Gap claim payment sent to Bridgecrest. I had to call several times between XX/XX/XXXX when the payment was sent to XX/XX/XXXX when the payment finally posted to my account to gather status on when Bridgecrest would post the payment to my account and revise my payment history on my credit file only for the agent to tell me to call back the next day or next week. On XX/XX/XXXX, I was elated to hear that Bridgecrest finally posted the payment and I was transferred to the credit reporting department where that agent was so kind and helpful. She was completely sympathetic to my situation and apologized for the plight that Bridgecrest had taken me through. She advised that the credit reporting would be updated to reflect that my account had never been late for the life of the loan. 

She submitted the correction to the credit reporting agencies and emailed me a copy of the letter. Credit reporting was updated the within a day or 2 days and showed the true state of my account- NEVER late. 

On XX/XX/XXXX, I received a credit alert that I had a late payment reported to my credit file. It was Bridgecrest again reporting my now closed account as XX/XX/XXXX days late. 

I called customer service and they pointed the finger at XXXX saying it was an error on their end and they had not reported the delinquency. So I did my due diligence and called XXXX. They told me that XXXX only reports what is communicated to them ( which has always been my understanding as well ) and that Bridgecrest had reported the delinquency on XX/XX/XXXX. The rep at XXXX graciously filed a dispute since Bridgecrest refused to acknowledge and rectify their error when I called that day. 

I have lost all faith in the ability to handle this issue directly with Bridgecrest. I have never had to call customer service as frequently with any other business in which I am a customer as I have in my short time being a Bridgecrest customer. This is by far the worst customer service experience I have ever dealt with. This company has poor business practices and even poorer customer relation deftness.

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