Bridgecrest

(Please see attached for full response)
According to Page 4 of the Contract, in the section
New Roman", serif;"> labeled “Default”, it states:
 
You will be in default if any of the following occurs (except as may be prohibited by law):
1. You fail to make any payment due under this Contract in full, including any down payment, in full when such payment is due…
8. The Vehicle is lost, damaged beyond repair, or destroyed or any other event occurs that causes us to believe that our prospects for payment or realization upon the Vehicle are impaired.
 
If you are in default…we may take back (repossess) the Vehicle.
 
On October 19, 2016, at 36 days past due, the vehicle was successfully recovered. Our customer reached out to Bridgecrest. We allowed our customer to redeem the vehicle. We further explained the negative impacts if the account were to become delinquent in the future. Our customer accepted the redemption offered and the payments were made.
 
On October 24, 2016, we successfully made contact with our customer. Our customer expressed her frustrations about the vehicle being recovered so soon. We apologized and explained first payment default. Our customer confirmed that the vehicle was back in her possession and the call was ended on amicable terms.
 
We apologize for any frustration or inconvenience this matter may have caused. As a gesture of goodwill, we have applied a $25.00 credit our customer’s principal balance.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
Jessica H.
Customer Relations

To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunityto address our customer’s concerns.On November 17, 2015, our customer entered into a Simple Interest RetailInstallment Contract when she purchased a 2014 Toyota Camry from DriveTime.The Contract...

was subsequently assigned to DT Acceptance Corporation, now knownas Bridgecrest Acceptance Corporation. Attached you will find the Simple InterestRetail Installment Contract for your reference.At the time of sale, our customer agreed to make 156 bi-weekly payments of$225.45 beginning on December 14, 2015 with one final payment of $223.44 onDecember 6, 2021.On August 25, 2016, our customer contacted Bridgecrest to set up a paymentarrangement. She informed us that she would be able to make a payment of $676.35on August 31, 2016.On August 31, 2016, Bridgecrest received a payment of $676.35 but it was reverseddue to insufficient funds on September 6, 2016.On September 7, 2016, our customer contacted Bridgecrest to check on the status ofher account. We informed her that her payment had reversed due to insufficientfunds. She advised us that her bank statement reflects that the payment had cleared.Bridgecrest informed our customer to seek clarification from her bank as it wasreversed in our systems on September 6, 2016. Formerly DT Credit Company, LLCPO Box 29018Phoenix, Arizona 85038On September 8, 2016, our customer contacted Bridgecrest to inform us that shewill be sending in a bank statement to prove the payment was drafted from herbank account.On September 9, 2016, after reviewing the bank statement provided, we informedour customer that we would need a running bank transaction history rather than aweek’s worth of transactions. It should reflect a week prior to the transaction dateand up to that day’s date, September 9, 2016. Our customer understood and advisedshe would have her bank send an updated version.On September 10, 2016, Bridgecrest reached out to our customer in regards to thebank statement. We advised her that the bank statement she sent had beentampered with. We informed her that without a running bank statement, free of anymodifications, we are unable to provide further assistance.At this time, Bridgecrest has not been able to reach our customer nor have wereceived an unaltered copy of our customer’s bank statement. We will continue ourefforts to reach our customer in attempt to reach an amicable resolution.We apologize for any inconvenience or confusion this matter may have caused. As agoodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance.Bridgecrest thanks the Revdex.com for their ongoing support. Shouldyou have any questions or comments, please contact our Customer RelationsDepartment at [redacted].Thank you,

For full response, please see attached.  We apologized for the inconvenience and explained she is able to enroll in AutoPay to ensure, moving forward, payments are drafted from her account with no convenience fees assessed. Additionally, our customer is registered with an online account at...

[redacted]. On this site, our customer is able to monitor all transactions regarding her account with multiple payment options at her disposal. Our customer expressed dissatisfaction with the options we presented. She further advised she no longer wished to be contacted and the call was ended. To ensure this request was honored, Bridgecrest has added our customer’s phone number to our internal Do Not Call list. Should our customer wish to discuss her account with Bridgecrest, she will need to contact us directly.   Upon review of our customer’s transaction history, we are unable to determine if she had attempted to enroll in AutoPay. Payments made since the time of purchase have been made either in-person through a third party vendor, credit or debit card, or one-time ACH through Bridgecrest’s website. Our customer has the ability to enroll in AutoPay. However, as the account is 4 days past due for $176.81, she would need to bring the account current in order to do so. Additionally, she will need to allow 10-12 days for the AutoPay to be set in place. Any payments which come due in this timeframe, will be required to be paid using an alternative method of payment.  At this time, Bridgecrest is unable to accommodate our customer’s request to be reimbursed for any convenience fees associated with making her scheduled payments. We apologize for any inconvenience this may have caused. We have applied a $25.00 principal credit, which posted on May 16, 2017, to our customer’s account as a gesture of goodwill. Should our customer have any further questions or concerns, we encourage her to contact our Customer Relations department at [redacted].

(Please see attached for full response)The following steps were taken to address our customers concerns:·         On October 27, 2015, our customer’s December 26, 2014 payment was located and applied to her...

account.·         On February 27, 2016, the cease and desist for outside counsel was removed as the attorney confirmed he was not retained by our customer but his client did have the same name. ·         On February 27, 2016, Bridgecrest waived our customer’s recovery fee of $450 as a goodwill gesture. Our customer was responsible for the remaining balance of $664.96 to reinstate the account.On March 10, 2017, Bridgecrest offered to apply a two payment credit of $411.04 to our customer’s account as an additional goodwill gesture.  Our customer accepted our offer and we confirmed her next due date of April 7, 2017. We came to an amicable resolution with our customer and we encourage her to contact us with any future concerns or questions.We apologize for any frustration or inconvenience this matter may have caused. We will remain in contact with our customer through the accepted resolution.Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted]Thank you,Jessica H. Customer Relations

Please see the attached PDF for our full response.On September 13, 2016, we spoke with our customer to address the concerns in her complaint. We advised that for Bridgecrest to administer an investigation we would need a police report or a report from any government law enforcement agency. In addition, we also require a theft affidavit signed and notarized and legible copies of her driver’s license and social security card. Our customer stated she would provide the requested documentation; however, prior to providing direct contact information for our customer to forward, she abruptly terminated our correspondence. To this date, Bridgecrest has not received any of the aforementioned documentation, nor have we received a police report, a direct report or correspondence from the FBI or any other government law enforcement agency. Should our customer wish to provide us with the required documentation, she can fax the documents to our Customer Relations department at ###-###-####. Alternatively, she may also email us at [redacted] Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, Brodie H. Customer Relations

Please see the attached PDF for our full response.On September 2, 2016, Bridgecrest continued to make collection efforts. Our customer wished for a representative of Bridgecrest upper management to contact him. He stated that an error occurred. Our customer was advised that we would have a...

representative from Bridgecrest management review his account. Throughout October and into December, our customer continued to make payments less than he was scheduled. This caused his account to remain delinquent. Bridgecrest continued attempts to contact our customer to cure his account. Bridgecrest has made several unsuccessful attempts to contact our customer to address his concerns. On January 20, 2017, we sent a letter via Fed Ex to his address he provided. The intent of this letter is to inform our customer of our attempts to reach him.  Bridgecrest sincerely apologizes for the underlying issues that caused this delay, and understands the unnecessary hardship and inconvenience this matter has caused. Bridgecrest is making every effort to ensure that the Contract Rate Buy Down is completed for our customer and has applied a credit toward our customer’s payments of $277.19 to bring the account current. Additionally, as a goodwill gesture, Bridgecrest will credit our customer’s account one monthly payment of $433.09.  Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].  Sincerely, Brodie H. Customer Relations Department

(Please see attached for full response)
On January 12, 2017, Bridgecrest successfully made contact with our customer. We explained we would like to offer the five...

payment deferments. This would require our customer to make one payment towards the account. Her next due date would be January 21, 2017, which would need to be made on time. Per normal procedure, a maximum of 18 payment deferments can be offered over the life of a financed loan. Following these deferments, it is unlikely we will be able to offer our customer any deferments for the remainder of her loan, so she would be required to make future payments in a timely manner. As this is a simple interest loan, interest will continue to accrue during the deferral period. This interest may cause a balloon payment due after the maturity date of the loan is reached. Our customer understood and accepted our offer. The call was then ended on amicable terms.
 
The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.
 
We apologize for any frustration or inconvenience this matter may have caused. We will continue to work with our customer through the completion of the offered resolution. Additionally, as a gesture of goodwill, we have applied a $25.00 credit to our customer’s principal balance.
 
Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043.
 
Thank you,
 
Jessica H.
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 5, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chrysler 300. Prior to the purchase of the...

vehicle, our customer was required to complete the Get Approved Form, providing her and her references’contact information, place of employment, etc. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached is a copy of the Simple Interest Retail Installment Contract and the Get Approved Form for your reference.At the time of sale, our customer agreed to make 132 bi-weekly payments of $170.85 beginning on January 30, 2016 and 1 final payment of $169.90 on February 20, 2021. On page 3 of the Contract,under subsection Default, it states:“You will be in default if any one of the following occurs (except as may be prohibited by law): 1.You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…”Additionally, on page 4 of the Contract, under subsection References/Credit Reports, its states:“We may contact your employer or your references to verify the information you provided to us in your application or in connection with this Contract. We may also contact your employer or your references if we are unable to locate you. The servicer of this Contract may also do so.”Please reference page 4 of the Get Approved Form, under subsection Communication Consent, it states: “You agree that we may call you, using an automatic telephone dialing system or otherwise, leave you a voice, prerecorded, or artificial voice message, or send you a text, e-mail, or other electronic message for: … 2) any purpose related to the servicing and collection of your accounts with us…”If our customer wants to cease telecommunication, email, and/or mail to her, we encourage her to contact Bridgecrest to place any or all of these restrictions on her account. Bridgecrest is able to setup call windows; these are time frames given by our customer where we are allowed to contact her.On May 8, 2016, our customer’s account fell past due and has not been brought current since. The last payment we received from her was August 12, 2016, at 41 days past due. Throughout this period of time where our customer was in default of her Contract, Bridgecrest proceeded with collection efforts in attempt to cure the past due balance.On October 10, 2016, our customer contacted Bridgecrest via email regarding her past due balance.She requested we provide her payment extensions to assist with the delinquent payments. As we are unable to discuss our customer’s account information over email, we attempted to contact her through her phone number on the account.On October 19, 2016, at 95 days past due and no phone communication with our customer since August of 2016, Bridgecrest attempted to contact three (3) of our customer’s references, provided by her on the Get Approved Form, in an attempt to reach her. We were unsuccessful in our attempts as two phone numbers were disconnected and we left a voicemail on the active phone number.After reviewing our customer’s account notations, Bridgecrest has found that our customer has not requested we cease communication to her, place of employment, or references nor do we have any indication that her references requested the same.On November 1, 2016, at 108 days past due, our customer’s account charged off.On November 3, 2016, Bridgecrest exercised its contractual right to secure the vehicle and assigned the vehicle to be recovered.On November 9, 2016, our customer contacted Bridgecrest to discuss the recovery of the vehicle and past due payments. She informed us she was attempting to retrieve the items from the vehicle and she has not been able to make contact with the recovery vendor. She also advised us she was promised an extension through email. We informed her she would need to speak with us over the phone in order to discuss the possibility of payment extensions; emails from our customer are not sufficient enough to have a payment extension performed. Bridgecrest offered to review the email correspondence to confirm what offer of assistance, if any, was given or presented to her at thattime.In regards to the recovery of the vehicle, Bridgecrest advised our customer we have attempted to contact her at least once a day to cure the past due balance. In total, our customer’s full amount to redeem the vehicle is $2,013.04. This is including the recovery fee, late fees, key fees of $90, and past due payments of $1,573.04. In order to redeem the vehicle we offered to reduce the amountrequired to release the vehicle to a minimum of $1,000, which consists of $650 for the past due payments, $325 for the recovery fee, and $25 for late fees.On November 14, 2016, our customer contacted Bridgecrest concerning the retrieval of items from the vehicle. She informed us that the recovery vendor has a small time window where she canschedule an appointment with the vendor; she was seeking assistance with gathering her items. We advised her we have no control over the hours of operation of the vendor and would be unable toassist with releasing her items.On November 19, 2016, our customer contacted Bridgecrest inquiring about a potential hold of the vehicle’s sale. We informed her we would place the vehicle on hold at auction until the following Monday. On November 21, 2016, our customer contacted Bridgecrest to make a $301.05 payment towards the fees to redeem the vehicle. We informed her that she has until November 30, 2016, to pay the remaining balance of $698.95 to redeem the vehicle. Bridgecrest has placed a hold on our customer’s vehicle until November 30, 2016.At this time, Bridgecrest is currently working with our customer to satisfy the necessary minimum to redeem the vehicle. We have reviewed the account notations and we have made countless efforts to cure the past due balance on the account. Bridgecrest is able to confirm that the recovery of the vehicle is legitimate. Should our customer wish to discuss this matter further, we encourage her to contact our Customer Relations department at [redacted], as we are unable to discuss account matters through email correspondence.We apologize for any inconvenience or confusion this matter may have caused. As a good will gesture, Bridgecrest has applied a $25.00 credit to our customer’s account balance. ridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

Dear Ms. Marin,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   Bridgecrest has contacted our customer to discuss the concerns in her complaint. We have reviewed the situation and offered to review assistance...

for the recommended non-covered components mentioned by our customer. Bridgecrest expects all of our agents to treat every customer with respect while providing a high level of customer service. After reviewing our customer’s account and listening to several phone conversations that took place, we have determined the interactions have been handled within Bridgecrest’s set standards of service and support.   On August 8, 2016, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2004 Jeep Grand Cherokee. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company (Bridgecrest) is the servicer for the Lease. Our customer’s lease also came with a Drivers Seat Limited Warranty administered by [redacted]. Attached is the Closed End Motor Vehicle Lease Contract and Drivers Seat Limited Warranty for your review.   On September 27, 2016, our customer contacted [redacted] to express concern about the vehicle jumping and vibrating. [redacted] provided the contact information for an in-network repair facility and explained she would be responsible for any diagnostic fee until it is determined if there are covered repairs. They further explained if the repairs are covered, there is a $100 deductible for in- network claims and a $200 deductible if our customer elected to take the vehicle to an out-of- network repair facility. No claim has been initiated for this concern.   On February 14, 2017, a claim was initiated by an in-network repair facility for replacement of the radiator and thermostat. [redacted] authorized the radiator repairs and explained the thermostat is a non-covered component under the terms of the Drivers Seat Limited Warranty. The approved repairs were expected to be completed the same day. No further mechanical claims have since been initiated.On July 14, 2017, our customer contacted Bridgecrest to advise she took her vehicle for an oil change and was recommended replacement of four tires. She also mentioned the rear windshield wiper needed replacement. We explained these are maintenance items and are non-covered components under the terms of the Drivers Seat Limited Warranty. We have since reached back out to our customer on July 18, 2017 and encouraged her to take the vehicle to an INRF to obtain an estimate for the recommended repairs so that we may review it for possible assistance. Our customer’s account first fell past due on December 22, 2016. Bridgecrest began contacting our customer in an attempt to assist in securing payment. We have reviewed our customer’s account and have determined all collection practices have been handled within Bridgecrest’s set standards of service and support as well as all applicable state and federal laws. On page 3 of the Return Anytime Closed End Motor Vehicle Lease Contract under subsection“Default, repossession, and other remedies” it states; “The following are events of default: (a) You fail to pay any periodic payment when due orany other amount you owe under this Lease when we ask you for it” When an account enters into default status, we make daily attempts to reach our customer in an attempt to assist the customer in bringing the account current. We apologize for any frustration or inconvenience this matter may have caused. We will remain in contact with our customer to ensure an amicable resolution is reached. Should our customer wish to discuss the matter further, we encourage her to contact our Customer Relations department at [redacted]. Thank you for allowing us the opportunity to address our customer’s concerns. Should you, or our customer, have any questions or concerns, please contact our Customer Relations department at [redacted].Thank you, Danielle C.Customer Relations

Bridgecrest did finally give our vehicle back. However with out the help of the Revdex.com our vehicle would have been sold at auction. Their response of how our payment is made is ridiculous, this had nothing to do with how our payment is made. This has everything to do with the fact that they are corrupt. I would appreciate if the Revdex.com would follow up on this business.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. However I will not have the money until August or September. Would this be okay? 
Regards,
[redacted]

I do not understand, how are company who says they are all about customer service, continues to remove the customer, from the service. I have been jumping through hoops for the last 3 weekshow doing and submitting everything that has been requested to resolve the issue. EVERY time I call, I get a different response and answer. You ask to speak with a supervisor and then you get questioned as if they are screening you to speall with the President of the United States of America! 3 weeks into this issue and yet my issue is still unresolved, and told to call back in yet another 48 hours. At this point, I'm really considering the fact of just voluntarily turning this car back over to them, vs jumping through these ungodly hoops for a due date change. Why is it such a big deal and so much paperwork to request a due date change in order to be set up on automatic deductions to make sure you get your money in a timely fashion without being late, do you not want your money? It's really beginning to feel like your company is setting people up to fail versus setting people up to get back on their feet!! The fact that I get more peace of mind walking and riding the bus then I have the last 60 days with your company I will NEVER recommend your company to anyone.

On November 14, 2017, the account holder contacted Bridgecrest to obtain an update on the transport of the vehicle. We explained we were unable to find a third party that is able to return the vehicle directly to her. However, we are able to have the vehicle transported to her local DriveTime...

dealership. Additionally, we offered to pay the daily rate for a rental vehicle, for one day, to assist them in obtaining the vehicle.  The account holder accepted this resolution and the call ended. Bridgecrest has been able to contact our customer to remind him that after the third redemption payments are due the 10th of each month. Should he desire to continue utilizing bill pay though his bank, we encourage our customer to communicate with them to ensure funds are provided to us in a timely manner. Alternatively, our customer can make his payments through an alternate method such as by phone or at Wal-Mart.

For full response, please see attached. We strive to provide an industry-leading experience in everything we do. Central to that goal is building trust with our customers and providing transparency and visibility. That includes being up front when we make a mistake. On September 19, 2017, our...

customer contacted us to discuss possible assistance options for her past due payments due to being affected by the hurricane and being out of work. During this call our representative erroneously offered assistance in the form of a loan modification to defer one of her biweekly payments to the end of the loan to assist during the hardship. Loan modifications to defer payments are subject to review and approval. This option was not available for our customer and should not have been offered during this call. We will be exploring all internal training opportunities and corrective action to ensure our customers are receiving exceptional customer service to include accurate information at all times.   On October 2, 2017, we determined our customer’s account would not be eligible for the requested deferment. We then attempted to reach our customer to assist her with setting payment arrangements on the account but were unsuccessful in our attempts to reach her.   On October 6, 2017, our customer contacted Bridgecrest to check on the status of her deferments. We explained the modification had not been approved and offered to schedule payment arrangements. Our customer advised she would call back.   We apologize for any frustration or inconvenience this matter may have caused our customer.  In an attempt to reach an amicable resolution and show good faith for our mistake, we will apply a credit to our customer’s account in the amount of two bi-weekly payments that would otherwise have been deferred, which will bring her account to a current standing.

For full response, please see attached. On September 9, 2014, at 109 days past due, we assigned the vehicle out for recovery due to non-payment. It was successfully recovered on September 10, 2014. Although our customer contacted the warranty department to express possible mechanical concerns,...

the only claims called in from the repair facilities were for four separate oil changes. These were fully covered under normal warranty terms and no further claims were filed by any repair facility for additional repairs.As of May 15, 2017, our customer owes $5,216.53 to us for the remaining deficiency balance of the loan. We are willing to settle the account balance for 15% of the total amount owed. Should our customer like to take advantage of this offer, she would be required to pay $782.48. Once payment is received and has posted to the account, we will notify the credit bureaus to update our customer’s trade line to reflect the account as “Settled - Charge Off”. Due to our customer having a full cease and desist on her account, we are unable to reach out to her to discuss the proposed resolution. We encourage her to contact our Customer Relations department, at [redacted], to discuss her concerns and the offered resolution.Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].Thank you,Danielle C.Customer Relations Due to our customer having a full cease and desist on her account, we are unable to reach out to her to discuss the proposed resolution. We encourage her to contact our Customer Relations department, at [redacted], to discuss her concerns and the offered resolution.Bridgecrest thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].Thank you,Danielle C.Customer Relations

On August 30, 2017, we contacted our customer and confirmed he had retrieved the vehicle. Our customer expressed concerns about having to make two payments of $845 to secure the release of the vehicle, when he had only agreed to make one at this time. Additionally, our customer discussed concerns...

that the vehicle had been damaged by the recovery vendor. After further review of our customer’s situation, we refunded the second payment of $845 made via certified funds as a goodwill gesture. Should the initial ACH payment of $845 be reversed for any reason, our customer has acknowledged an understanding that the vehicle will be reassigned for recovery. Additionally, we are currently reviewing the situation with the recovery vendor and intend to work with our customer until this matter is resolved.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I an thankful that the organization is able to assist me in my time of hardship however, I noticed that no where in the letter did it state that I have never been late or missed a payment prior to this request.Thank you again for your assistance!
Regards,
[redacted]

I did not decline any service. I explained that I was not going to pay money that I do not have to have the same message given about the vehicle. The vehicle was taken to the BMW dealer the same day this complaint was made. This company has received numerous complaints from me because they know they sold me a lemon and I have been dealing with issues since purchasing this vehicle. Furthermore I requested no calls because I was being harassed multiple times per day for payments even when I’m not behind or have made a payment in the exact same day this company calls me so many times every day still requesting payments. I asked that I not be contacted unless I was behind on payments which I’m not. Even through all the issues and my car sitting at a cheap dealership for two months that this company sent me to I still made my payments. I wasn’t reimbursed the full amount for the rental but I still made my payments. This has been the most stressful situation and this is s common theme for this company.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see the attached PDF for the full response. On July 6, 2016, at 32 days past due, our customer contacted Bridgecrest in regard to the status of his account. He stated that his financial hardship had ended and would now be able to make his scheduled payments; however, he wished for...

Bridgecrest to assist him in bringing his account back to current status. To assist our customer, Bridgecrest offered a loan modification for 3 payment deferments. Additionally, our customer was advised that his next scheduled periodic bi-weekly payment would be on July 16, 2016. Our customer stated he would be able to settle his payment on the aforementioned date. At this time, our customer was approved for the loan modification, the documentation to finalize the contractual adjustment was processed and sent to our customer by way of email.   Upon completion of the loan modification documents, Bridgecrest verifies the information provided, to ensure that our customer’s signature matches their contract at the time of sale. Should the signatures not match, Bridgecrest will contact our customer to re-sign and re-submit the documents. Our customer’s signature did not match his contract at the time of sale, therefore, he was advised that he would n**d to sign and resend the documentation.   On July 18, 2016, our customer contacted Bridgecrest regarding the status of his account. We advised that we had received his modification documents; however, an additional scheduled payment on July 16, 2016, had come due. As a loan modification cannot be completed while a balance is owed, we were unable to process the 3 deferments. Likewise, we encouraged our customer to settle his payment; this would allow for Bridgecrest to finalize his loan modification.