Consumer complaint received 2024-09-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: Bridgecrest Acceptance Corporation
State: MN

Complaint narrative:
This issue began when my car was totaled on XX/XX/XXXX. A previous complaint ( XXXX ) was filed with the CFPB on or around XX/XX/XXXX. Bridgecrest initially responded to that complaint by assuring me that they were processing the XXXX separate payments from my insurer - one from my primary policy and XXXX from my gap coverage policy - and would resolve this matter promptly after receiving the initial complaint from the CFPB. 

Delays continued to arise after the initial complaint, including the need to request a reissued check from my insurer for my gap insurance coverage as the first check was erroneously cancelled. At the time this was requested, I was assured by Bridgecrest compliance representative XXXX that the matter should be resolved quickly once the check had been received and processed by Bridgecrest. 

As of XX/XX/XXXX, the reissued gap coverage check had been cashed and deposited by Bridgecrest, which I was able to confirm with my insurer ( not the lender ). Bridgecrest last communicated with me that this process would be wrapping up " soon '' on XX/XX/XXXX. Since that time, XXXX has avoided my phone calls, blocked my number on at least XXXX contact line she provided to me, and failed to return my calls. I have been unable to re-establish contact with her since then. When I call Bridgecrest and speak to other agents, they are unwilling or unable to either provide me with a current status update or connect me to a supervisor or other representative who can provide this information. When I spoke with them today, I was informed that if I would like this process to move more quickly and/or be able to speak with a team lead or supervisor, I would have to file another CFPB complaint in order for that to happen. 

At this point Bridgecrest is still not displaying accurate information on my account, and is unnecessarily refusing to provide a payout letter despite having received and process all checks from my insurer, XXXX. Their refusal to provide a payout letter is preventing me from resolving this loan and getting a new vehicle, and will likely result in me having to dispute negative activity on my credit report that would not occur except for their refusal to complete this process on their end. Bridgecrest continues to avoid my attempts to contact them and today informed me that under no circumstances will they allow anyone besides XXXX to communicate with me, including refusing to provide contact information for a team lead or supervisor who could assist in the event that XXXX is actually ill or out of office, not just avoiding my calls. It was at this point that I was advised to go ahead and file a second complaint in order to move this process forward in a more timely manner. 

This situation, caused solely by Bridgecrest 's refusal to process a payout letter or accurately display my account status and payment information, continues to prevent me from obtaining a new vehicle and is having a negative impact overall on my entire family 's finances, not just my own, as we continue to attempt to work with Bridgecrest reasonably. Because the lender has refused to process any of this promptly, they continue to imply both verbally and in writing in the customer portal ( see attached ) that I will owe a much higher amount due to late fees which I should not have incurred, as well as interest which should have been paused while they resolve my balance. Please provide additional assistance in moving this process forward.

Company response to consumer: Closed with explanation