ComplaintsforAC Auto Pay

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for an auto refinance with AutoPay and ************************* was my representative.After a terrible experience of being ghosted for more than a week at a time, I was working towards my refinance with ********. After not responding to her for less than 24 hours she cancelled my progress. In a text message she said the company would reimburse me for my fees having to get documents notarized and shipped to them. It has now been more than a month and I have never received any reimbursement. I sent her the receipts and have reached out to the company several times and get the run around by employees. I want me money back and I want to hard inquiry taken off of my credit report. AutoPay needs to contact the credit agencies and reverse this.

  

  Business response

  06/18/2024

  Thank you for the opportunity to review this customer's concerns. We strive to provide the best possible experience for our customers and are disappointed to hear this customer did not receive such as this time.
  
  A member of our management team spoke with this customer, and we have agreed to reimburse them for notary fees. Due to the agreed-upon terms and conditions, we are unable to remove credit inquiries. The customer has communicated that they are satisfied our offer, and we consider this matter resolved.
  
  Should this customer have any additional questions or concerns, invite them to give our escalations line a call at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as soon as I received my refund and I do expect cooperation in having my hard inquiries removed from my credit report if needed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently refinanced my car loan through ******************* via Autopay. Upon reviewing the finalized contract, I discovered the interest rate is higher and the loan term is one year longer than my old loan with ********.While I was informed by the agent that switching to Penfed would result in a $20 monthly payment reduction, the extended loan term wasn't mentioned. Had I been aware of this, I wouldn't have proceeded with the refinance.Feeling misled, I'd like to explore options for reversing this refinance or, at the very least, shortening the loan term to align with what I was initially presented.

  

  Business response

  06/13/2024

  Thank you for the opportunity to review this customer feedback. We strive to provide full transparency to our customers regarding any offers received and are disappointed to hear this customer may not have received such at this time. A member of our management team has successfully contacted this customer to discuss her concerns and answered all questions.
  
  After further review of recorded lines, the loan specialist presented this customers offer with full transparency, including the length of the term. At this time, we are unable to present this customer with an alternate offer and recommend she wait at least 6 months before applying again.
  
  Should this customer have any additional questions, we ask she reach out to us at ************** and we would be very happy to assist her! Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Autopay sent this document to my address. As it states the new APR is 4.56% on a new refi auto loan and they knew all the information on my existing loan stating my new payment would be $415 from $469/ month a savings of $648 annually. I spoked to a service rep and gave them my personal information for the new loan. They then informed that a personal loan officer would contact me on all the details of the new loan. When they call the new rate was going to be 5.99% NOT the 4.56% as they stated. My credit rating is well over 800 and now took a hard hit for this loan application that was nothing more than a BAIT & SWITCH! I spoke to a supervisor and he said sorry there is nothing I can do.

  

  Business response

  06/10/2024

  Thank you for the opportunity to review this feedback. We strive to provide our customers with full transparency and are concerned to review with customer experience. A member of our escalations team has reached out to discuss this customer's concerns and answered his questions regarding our process.  
  
  All pre-qualification letters are based on limited public information and are not guaranteed offers or approvals, as disclosed on the back of the mailer. In order to receive alternate financing terms, the customer must meet certain qualifications. Due to the authorization received at the time the application was submitted, and the disclosures in the agreed upon terms and conditions, we are unable to remove any inquiries at this time.

  Please know this is not the outcome we expected as our goal is to provide the best experience possible while assisting customers with their auto financing needs. We are saddened that we were unable to assist the customer with these goals at this time. Should this customer have any additional questions or concerns, we invite him to call our escalations line at **************, and we would be very happy to assist him in any way we can.Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 9:00 am-5:00 pm MST on Saturday with no hours on Sunday.

  
  

  Customer response

  06/14/2024

   
  Complaint: 21824700
  
  I am rejecting this response because:
  It clearly stated the new interest rate to be 4.53% Details of my exciting loan were stated in detail and showing the new lower payments! Nothing but a bait and switch scheme! I inquired in good faith which in turn caused a hard hit to my credit score only to have a higher interest rate offered to me! My credit is over 800 so who would ever qualify for the interest rate that was stated. This is unacceptable!
  Sincerely,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website broadcasts that you can see pre-qualified offers for vehicle financing with no credit impact. This is completely false. They present a rate that no one offers and when you submit to see their rates it says that they "run the numbers and find the best rates and terms, all without affecting your credit score" This is false. No offers are presented until after you finish filling out a formal application which I never filled out and i stopped the process before even submitting anything and they did a hard pull on my credit regardless which i did not authorize and this hard pull of your credit affects your credit report. I never authorized a hard pull and only found this out after they had run and called me to tell me that they did one.

  

  Business response

  05/17/2024

  Thank you for the opportunity to review and address this feedback. Our mission is to provide the best customer experience possible while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customer's experience at this time. A member of our management team has attempted to call this customer however, we have been unsuccessful in reaching them.  
  
  The customer was provided with prequalification estimates on Credit Karma based on public and limited information available, they are not guaranteed offers. Once an application is complete and an official credit inquiry is made by a lender in our network,these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed. 
  
  While this process has been successful in assisting many customers with their auto financing journey, this customer did not qualify for an alternate approval from one of our lenders.This customer has declined to proceed with the offer received and the application is closed.  At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry.
  
  We are disappointed that we were unable to assist the customer with their auto financing needs. While we understand the customer's concerns, this can be the outcome when applying for an auto loan. If the customer has any additional questions or concerns, we request they contact our escalations line at **************. Our hours of operation are Mon Fri: 7:00 AM 7:00 PM MST Sat: 9:00 AM 5:00 PM MST with no hours on Sunday. 
  

  Customer response

  05/17/2024

   
  Complaint: 21711296
  
  I am rejecting this response because per their own words once an application is complete they do a hard pull. I never completed the application and I had emails asking me for 5 pieces of data which I did not provide as I did not want to continue the process. In the initial request it says number 1 you apply and we run the numbers and it does not affect ur credit score. This is the only place I clicked and never did it say anything about doing a hard pull. This is very deceptive practices and nowhere did I agree or even want to pursue it any further then the soft pull they did.  There was no transparency and no authorization of pulling my credit beyond soft pull for curiosity sake. 

  
  Sincerely,
  
  *******************************

  

  Business response

  05/22/2024

  When customers apply online, our system is able to conduct a soft credit pull so as to identify if there is a high likelihood of obtaining an offer from a lender and an estimate of what that might be if available. This is all done as the customer fills out the application. Pre-qualified estimates can be provided during this process depending on the information provided. If additional information is needed, we may request this information during the process, but this will not prevent the customer from completing the application should they choose to do so.
  
  At the end of the application process, the customer is brought to a page with a "Submit" button. The application is not completed until the customer clicks on this "Submit" button, however the button is initially inactive and cannot be clicked on until the customer checks a box stating that the customer understands and accepts all Terms for the application, including providing authorization to send the application to lenders for them to make official credit inquiries so as to determine if an offer can be made. Again, AUTOPAY does not receive the application until the "Submit" button is pressed and this cannot be done until the customer checks the box agreeing to the Terms.
  
  AUTOPAY did receive an application for refinance from this customer via Credit Karma. As such, the customer did submit the application online, agreeing to the Terms of the application and providing authorization for lenders to pull an official credit report. We then forwarded the customer's application to lenders per the customer's request via the completed application. For these reasons we are unable to have the inquiries removed.
  

• Initial Complaint

  05/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally submitted an inquiry through credit karma about possible refinance of my auto loan with them. The next day after submitting the inquiry, or without any kind of phone call or introduction my credit was ran with 3 separate companies .After my credit was ran a few times , I called customer service and introduced myself and ask them to stop running my credit. **************** told me I was approved and that my personal agent ***************************** would be calling me that day to explain everything. That was strike 1. Them not calling me to explain the are a broker and not a finance company . Fast Forward. ******* explained things and did call that same day. I agreed to proceed with the refinance option. I was told do not worry about payoff letter and that he will handle getting that part. We finish the document signing . I mail everything to them . They send the pay off to my old company . I call the old company to confirm they received pay off and they confirmed they received the check and I still had a balance of $732. I immediately tell ******* whats going on and he seems concerned and lets me know he will work with his mgmt team to get this resolved. ******* explained to me they have a system that calculates the pay offs and they do not even have to reach out to lenders.A few days go by after me telling ******* my issue of the short pay off so I text him and ask if he has any updates. He text back the pay off was correct on their end and that I should check and see if there are any late fees included thats causing that balance . At that point the issue was put back on me the consumer to figure out. After numerous attempts of leaving text messages and voicemails to call me back , there has not been any communication from ******* or anyone at Autopay plus. Which is disappointing cause the communication was good when I was signing papers but after the loan funded, I was left to figure things out myself with no explanation.

  

  Business response

  05/15/2024

  We appreciate the opportunity to review this customers concerns. We strive to provide the best possible experience and are disappointed to hear this customer may not have received such at this time.
  
  A member of our management team has attempted to reach this customer by phone however, we have not been successful. At this time, we have verified the previous lienholder was paid in full and the loan is closed.
  
  Should this customer have any additional question or concerns, we invite them to reach out to our escalations team at ************. 

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Autopay advertised a refinance rate to me. They had me fill out an application and send them a bunch of info. I have a great financial and top tier credit score (900+). They advertise fake rates and do not actually offer them. This happened to me twice from this company within about 3 years. I gave them the benefit the first time. Now I am frustrated they do this to people and try and take advantage with car salesman tactics. It is a joke and a Scam!

  

  Business response

  05/08/2024

  We appreciate the opportunity to review the customer's feedback, and a member of our management team discussed this customer's concerns by phone. All pre-qualification estimates are presented on limited information and are not final approvals. We are a third-party broker who must submit the customers application to a lender for final approval. Until a lender performs a hard credit inquiry, we are unable to determine what final offer this customer will qualify for. We strive to provide full transparency regarding our process on our website FAQ and in the Terms and Conditions, to which the customer must select I Agree to proceed.
  
  Autopay Disclosures:
  Terms: (will also be on website *************************************** ) 
  Privacy Policy: ***************************************privacy-policy  
  Terms of Use: ***************************************terms  
  ESign Agreement: ***************************************esign  
  Electronic Communication Consent: ***************************************electronic-communication-consent  
  Credit Pull Authorization: ***************************************credit-report-pull-authorization-2  
  
  This customer does not wish to proceed with the offer he qualified for, and has requested not to be contacted again. While we understand this customer's concerns, certain qualifications must be met for alternate terms.
  
  Should this customer have any other questions, we invite him to give our escalations line a call at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Website broadcasts that you can SEE pre-qualified offers for vehicle financing with no credit impact. This is false. No offers are presented until after you finish filling out a formal application on their site that then results in a hard pull of your credit that reflects on your credit report. I spoke to a "loan officer" shortly after stopping the process before a final submission and he confirmed at 04:24pm PST that no, no offers or interest rates will be displayed until you finish the application and get a hard pull on your report that will stay for 2 years.

  

  Business response

  04/25/2024

  We appreciate the opportunity to review the customer's feedback.
  
  Pre-qualification estimates can be provided during the application process based on the limited information submitted online or over the phone. Depending on the information provided, estimates may not be available in which case customers can call in by phone to identify the likelihood of obtaining a loan that meets their financial needs.
  
  A member of our management team discussed this customer's concerns by phone and answered all questions regarding our process.At this time, we have placed this customer on a do-not-contact status and will remove her information as requested. Should this customer have any other questions, we invite her to give our escalations line a call at **************.Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  04/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will reopen the case should contact to my email or cellphone is initiated which indicates they did not in fact remove my information as requested.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Do not trust Autopay - despite advertising that they only do a "soft pull" and that they run the numbers first without affecting your credit score, I got a hard inquiry on my credit score right after applying. There website specifically states that "only when you choose an offer to submit for lender approval, does AUTOPAY run a hard pull against your credit". This is 100% false. Even though I was upset about it, I still wanted to see if they could reduce my APR. The next day, I spoke with ******* and provided all information she needed. She said she would call me back in 10 minutes, yet after a couple hours went by I started feeling extremely uneasy. I tried calling her multiple times and only got her voicemail. I frantically called the company as I thought I was being scammed. I finally called their main line and spoke with *****, who assured me that my application would be pulled. I am demanding that my hard inquiry from Pentagon FCU as this was 100% false advertising. I also am extremely uneasy about them having all my personal and auto information.

  

  Business response

  04/26/2024

  Thank you for the opportunity to review this customer feedback. We strive to provide our customers with the best experience possible and are disappointed to hear that she may not have received such an experience from us at this time. A member of our management team has attempted to reach this customer, but we have been unsuccessful in contacting her by phone.
  
  Pre-qualification estimates can be provided during the application process based on the limited information submitted online or over the phone. Depending on the information provided, estimates may not be available in which case customers can call in by phone to identify the likelihood of obtaining a loan that meets their financial needs. Due to the agreed-upon terms and conditions,and the service provided, we are unable to remove any credit inquiries at this time.
  
  We invite this customer to give us a call at ************** and we would be happy to assist her in addressing her concerns. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I responded to there offer to reduce my car payments. I completed the credit details. The deal they came back with was higher than my current payments once you did the math. I rejected the offer but they pulled a credit report that effected my credit score. Even though I passed on their offer. False advertising is the least of what these people are guilty off. Consumers should be made aware of this company's unscrupulous practices.

  

  Business response

  04/24/2024

  We appreciate the opportunity to review the customer's feedback, and a member of our management team discussed this customer's concerns by phone. All pre-qualification estimates are presented on limited information and are not final approvals. We are a third-party broker who must submit the customers application to a lender for final approval. Until a lender performs a hard credit inquiry, we are unable to determine what final offer this customer will qualify for. We strive to provide full transparency regarding our process on our website FAQ and in the Terms and Conditions, to which the customer must select I Agree to proceed.
  
  Autopay Disclosures:
  Terms: (will also be on website *************************************** ) 
  Privacy Policy: ***************************************privacy-policy  
  Terms of Use: ***************************************terms  
  ESign Agreement: ***************************************esign  
  Electronic Communication Consent: ***************************************electronic-communication-consent  
  Credit Pull Authorization: ***************************************credit-report-pull-authorization-2  
  
  This customer does not wish to proceed with the offer he qualified for, and has requested not to be contacted again. Due to the agreed Terms and Conditions and the service provided, we are unable to remove any credit inquiries at this time. While we understand this customer's concerns, certain qualifications must be met for alternate terms.
  
  Should this customer have any other questions, we invite him to give our escalations line a call at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.
  
  

  Customer response

  04/29/2024

   
  Complaint: 21597485
  
  I am rejecting this response because: this is the WORST form of Bait and Switch. I've uploaded the 'prescreened' document they sent me that is peppered with asterisks. No where do they say it will effect your FICO score. They are too dishonest for that. Instead, they bury that information. These are some of the most dishonest folks you can find. Look at the phony reviews. If you try to leave a real one, the website rejects it! These grifters know what they're doing. Don't be fooled by their deceptive advertising like I was.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied here to refinance my auto loan. I sent in personal documents. (Copy of drivers license, insurance, vehicle registration, etc). I emailed a few times and texted to get an update on what was going on. I heard nothing. Then I went to my online account with this business, and it said my application was canceled. I never canceled this. I sent it private documents. Is this place a scam to collect your private data??

  Customer response

  04/18/2024

  The company contacted me. This complaint can be closed. Thank you for the response and help!

  

  Business response

  04/23/2024

  A manager has contacted the customer to discuss his concerns and answer any questions he may have. During this conversation it was identified that there was a slight misunderstanding which was able to be cleared up. The customer has communicated that he wishes to continue with the process.
  
  We apologize for the confusion and inconvenience, and we thank the customer for their patience and understanding during this process.Should the customer have any additional questions or concerns, we invite him to give our escalations line a call at ************ and we would be very happy to assist him further.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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