Consumer complaint received 2024-06-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Bridgecrest Acceptance Corporation
State: GA

Complaint narrative:
This complaint is regarding unjust late payment notices. 

Dear Consumer Financial Protection Bureau, I am writing regarding the handling of my account by Bridgecrest. Despite making a postdated payment through their official mobile application, I am being unfairly penalized with a late payment notice which they refuse to remove. 

On XX/XX/year>, I postdated my payment through the Bridgecrest mobile application to ensure it was processed on time with no issues. The payments are due on the XXXX of each month but Bridgecrest offers a postdated payment system where they allow customers to postdated their payments to be retrieved from bank automatically up to XXXX  days later. So I took advantage and I postdated my account, something I've done successfully in the past with no issues. 
However, this time around and to my dismay, I later received notifications by email text and voicemail stating that my payment was late. 
I promptly contacted their customer service department to rectify the situation and explain that the payment had been scheduled in advance and properly as per their guidelines. 

Despite providing proof of the postdated payment and following all necessary protocols, the supervisors at Bridgecrest have refused to remove the late payment notice from my account. XXXX supervisor I spoke to even admitted the reason for the late notices is a glitch on their system that doesn't register the postdated payments and has affected thousands of Bridgecrest customers. 
However the next supervisor stated thatshe does not consider this a postdate but an " XXXX '' or a promise to pay. I'm extremely uncomfortable with that wording used by this supervisor at the consumer executive resolution center, who goes by the name XXXX. 

When I inquired about the late payment notice on the app she stated " that's because you are late and you owes us '' XXXX also stated that if she were to have the late payment texts and calls and emails stopped then she'd also have to make it so I wont ever receive any other communications from Bridgecrest too. 

This unjust action has caused significant distress and may negatively impact my credit report as they admittedly are dealing with many technical glitches in their payment and postdating system. 

I believe this situation exemplifies unfair treatment and mismanagement on the part of Bridgecrest. It is both unreasonable and unacceptable that I am being penalized for an error that is not my fault. The company 's refusal to acknowledge and correct their mistake is a violation of consumer rights. 

I am seeking your assistance to investigate this matter and compel Bridgecrest to remove the incorrect late payment notice from my account. I have attached copies of the relevant documentation, including screenshots of the scheduled payment, correspondence with their customer service, and the late payment notice.

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