ComplaintsforAC Auto Pay

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Opportunity to re-fi car loan. Was asked to send drivers license, insurance, registration by text to their cell phone. JC, the salesperson, emailed me a quote without acknowledging a $900 Gap Addendum was optional. He never noted there was a $375 fee involved. He instructed me to send my title to office in CO, I did. Company has my $375 and my car title. Ive called them twice and asked for a resolution. A supervisor was to call me back, never did. JC has my drivers license and all car info and ********************** has my title. JC today emailed me to note that my credit history prohibited me from obtaining the re-fi. I have perfect credit and a score of almost 800.I need support to get the title back, return my $375 and have JC and Autopay shed my account information. Please help?Thank you.

  

  Business response

  08/15/2022

  Hello and thank you for the opportunity to address this complaint.
  
  Our primary goal here at AUTOPAY is to provide the best customer experience possible. As such, we are disappointed to hear that we were not able to achieve this goal with this customer at this time.
  
  There were multiple moving parts with this issue with the primary issue being centered on the title and title documents being received from the customer. A member of our management team has reached out to the customer and is in constant communication working through these issues so as to obtain a final resolution. The title documents are being sent and we are waiting for the title to arrive. In the meantime, should the customer have any questions or concerns she will be reaching out to our management team.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied to refinance my vehicle on August 27th 2022 with the company auto pay they told me before getting me to the loan process that I had high probable cause of getting a loan through the company so I unlocked my credit and had them do a credit check but they took over a full day to do it check and have a lender approve me they kept sending me emails stating that I was just right around the corner of getting a loan I called them a couple of times to ask if I can close my credit because I don't like my credit to be open they said no we just need a little more time a that's what our lender now so I give more time mind you they already pulled a hard inquiry on my credit report I already have bad credit and they stated that I was perfect as long as I wasn't under 500 which I was ***************************************************************************************************************** it was okay today on August 28th at 9 something this morning they told me that they couldn't find ask me because of either one incorrect information or two my credit was frozen which then I called and I asked him what was the discrepancy because my credit was unlocked all night and I've been calling you guys to see if I can lock it I already have two inquiries on my credit one from you guys in a company I didn't know of but now I know it's from their lender which now that it's too inquiries on my credit report but mind you they told me my credit was okay before I went into the lending process a whole day and a half with them sending me three emails two in the morning one last night stating that I was just around the corner of getting a loan and leave my credit unlocked now I look at my credit there's another inquiry from the same company and now that's three inquiries was dropped my score down to six points there should be some type of law against us or some procedures to help the consumers credit as well as the consumer on behalf of good faith and good business. I have all proof

  

  Business response

  08/02/2022

  Hello and thank you for the opportunity to address these concerns.
  
  Our goal here at AUTOPAY is to provide the best experience possible while assisting our customers with their auto financing needs. While we do everything we can to achieve this goal, unfortunately there are times when we are unable to obtain a loan from one of our lenders due to a number of different factors. We are truly disappointed as such was the case for this customer in this instance.
  
  As an auto loan broker, much of our success in assisting our customers comes from our large network of lenders of whom we have pre-established relationships with. Because of these relationships, we have a general idea of what types of loans each lender can offer based on certain criteria. We then use this knowledge to match up our customers with the lender(s) who have the best possibility (though not a guarantee) of offering the best possible rates and terms in the market today.
  
  When sending an application to a lender for an approval, the lender must pull an official credit report in order to make an informed decision on whether they can extend an offer or not, which the customer must authorize prior to us sending the application to the lender. In order for the lender to pull a credit report, the customer's credit must not be frozen. Should an application be sent to multiple lenders, the credit must not be frozen for each lender as all lenders in our network are separate entities and are unable to share credit information with AUTOPAY or each other.
  
  If we are unable to obtain an offer from the first lender we reach out to, we may send it to a second lender should we feel that there is still a high likelihood of obtaining an offer in an effort to fulfill the customer's wishes in obtaining an auto loan. We will generally do this up to three lenders. If we are unsuccessful after the third attempt, we will close the application out so as to minimize impact to the customer's credit as much as possible.
  
  In the case of this customer, we did receive authorization for credit pull from the customer over a recorded line. The customer did inquire regarding his credit score to which we confirmed it was within the range of which our lenders can work with. The customer was advised that there was a high likelihood for obtaining an offer based on the information provided but it was never stated that an offer would be guaranteed.
  
  
  A member of our escalations line has reached out to the customer to address these concerns. During this conversation the customer acknowledged that ******************** would be unable to have the credit inquiries removed as per his desire with the representative advising that this was due to the inquiries being made with his authorization and according to his desire in seeking an offer for an auto loan.
  
  Again, we are disappointed that we were unable to assist this customer with his auto financing needs at this time and offer our sympathies for the undesirable outcome of this experience. Despite this outcome, we do wish to assist the customer in any way we can should he have any additional questions or concerns! We invite the customer to give our escalations line a call at ************** and we would be happy to assist him!
  
  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

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a pre-approval letter to refinance my car through Autopay and all the conditions worked for me and we proceeded with application. Autopay was aware that I was in a process of moving the car from one state to another and needed my car to be registered in a new state. Despite that, they pushed through with loan approval and got my car refinanced (great, still got work done). Since then, old lender closed the account and sent the car title to Autopay to make the state adjustment, finalize all the documents and send them to the new lender. Title was received by Autopay on June 3rd and since then nothing changed. They stopped responding to my emails and calls (I have contact info for my loan officer and his supervisor), customer service can't do much and they never call back either (even if they promised). It's been 1.5 month and still no title

  

  Business response

  08/02/2022

  Thank you for the opportunity to assist in resolving this matter.  We have been attempting to reach out to the customer and have left multiple messages with no return call.  The Customer is titling and registering in ** but the title and DL are of DE Origin.
  
  Due to this we need to get a duplicate title from DE. This is in processing, and we are waiting for the title to be printed and sent from DE.  As soon as this arrives, we will be sending this along with all title documents to the customer to walk down for perfection at her local DMV. 
  
  We had a delay in obtaining the lien release from previous lien holder, this is now in process, and we anticipate ***** days until we receive the duplicate title from DE.  

  Customer response

  08/02/2022

   
  Complaint: 17637545
  
  I am rejecting this response because:

  Business has being consistently lying and misinforming me on dates: according to Chase (previous lien holder), the title was delivered to Autopay on June 3rd 2022. In the past 2 months Autopay told me that title was delivered on 10th, then on 15th and now on 22nd of June. Moreover, it's not the title anymore, it's a lien release so now we need extra time to get the actual title from DE DMV. I tried to get ahold since early June, nobody ever mentioned anything like this and now I have to wait even more to get my car registered. I don't believe in anything the business is saying because they have been misinforming me for the past 2.5 months. I can't register the car, I can't obtain a better insurance (until it's registered) and I've been constantly lied to.
  
  Sincerely,
  
  *********************************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received an offer ( have evidence) in the Credit Karma application stating that I've been approved for refinancing. I complete a pre-application with no social security information since they said it was a soft inquiry that will not hurt my credit. Today Monday.I tried to contact the person who send me her personal information by email after I complained and call went to voicemail several times. Now I have several inquiries on my credit report without giving them my social security number and without signing or approving any hard inquiry. .This is a scam according to these weird activities going on and I was promised a call for the appointment, but never receivrd a phone call. I want those inquiries removed from my credit profile with all the credit bureau, they were never authorized by me, or economic compensation for damages.

  

  Business response

  07/14/2022

  Hello and thank you for the opportunity to address these concerns.
  
  Credit Karma does perform a soft-credit pull in order to determine if their lead partners (such as AUTOPAY) have a high likelihood of getting an approval from one of the lenders in their marketplace and what those rates and terms could be. The system provides rates when, based on the information provided, there was a pre-qualification (not necessarily an approval) for a rate that was better than the customers current loan.
  
  Then, prior to moving forward with submitting this application to a lead partner to then be forwarded on to actual lenders, the customer must complete the entire credit application, agree to the credit pull authorization, and re-confirm the submission that notifies the customer that lenders would need to obtain a copy of their consumer report. In this way,Credit Karma is doing everything they can to minimize impact on the customer's credit score while still working to find the best rates and terms in the market today.
  
  Because of this process, all applications which AUTOPAY receives from Credit Karma come with authorization for pulling credit. As such,if a customer wishes to dispute this process, they would need to go through Credit Karma directly.
  
  A member of our escalations team has reached out to the customer to explain this process and has referred the customer to Credit Karma directly.
  
  Should the customer have any additional questions or concerns, we invite him to give our escalations line a call at ************** and we would be happy to assist.
  
  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

  07/14/2022

   
  Complaint: 17561615
  
  I am rejecting this response because:

  I asked them for physical evidence from their systems of myself electronically acknowledging/signing approval for a hard inquiry and where I wrote my social security number in order to approve the inquiry they are referring to, of course they cannot provide that information because they are clearly lying and now involving Credit Karma as responsible.
  

  As I stated before, I just want the inquiries from ***************** and ******************* removed from my 3 credit reports since they were never authorized approved.

  
  Sincerely,
  
  ***** Musignac

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinance my car with Autopay, they paid my old lender less than the amount stated in my loan documents, and thats not including their fees. Tried to call them 5 times and every time they say we will reach back to you and they never did. They owe me know $582.55

  

  Business response

  07/12/2022

  Thank you for the opportunity to resolve this matter for the customer.  We have reviewed all communication with the customer and with the previous lien holder.  Our team had worked to calculate the appropriate payoff which included 45 days of perdiem. It was found that there was some confusion on monthly payments made to the original lien holder and that cause that payoff to be short and we have corrected the issue on behalf of the customer.  The customer has been contacted by our escalations team and stated that all the issues have been resolved.  We are keeping a close eye on the customers account to make sure it is completed fully in a timely manner.  In the meantime, should the customer have any further questions or concerns, we invite him to reach out to our escalations team at ************** and we would be happy to assist.

  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

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on May 18, 2022, I Make an application to refinance my 2019 ram ****, few days later I was contacted by a loan officer, his Name ***************************, from the company Autopay, that the application has been received and processed, and after that no more communications about my loan from these guys, then I received paperwork from ********************* that my loan was approved and my first payment is on July 17, 2022, and they said that I no have to make more payments to my previous lender since they already send the payoff, but my previous lender Chrysler Capital called me and they said they are not had received any payoff to my loan, I started worrying about since no more communications from autopay, I started texting my loan officer ******* if they have any news about the payoff of my loan, and he replied to me that Affinity was asking for my W-2 from my last two years, I comply and I emailed my W-2, he said this is not him is the lender Affinity, I said okay, then started to textme 2 days later that Affinity need my most recent paystub, ( i already send 4 paystubs when the original aplication)this is the last thing to get the loan funded, we are talking 3 weeks to get a loan funded, never heard someting like that, 3 weeks later the payoff was never send, i have two payments behin my previous lender and i have one automobile with two loans with 2 differents lenders, its a disaster , and then, June 28, a month and 10 days later ******* wrote to me, that they can not procceed with my loan, he is closing my aplication because they can prove my income is enought to cover, we are taking a month and 10 days later, this company is a member of a Better Business Bureau, i dont belive this, I know companies with a beter business bureau logo, and top 3 customer satisfaction, that have nothing similar to this company, this autopay is a scam, they are unprofessional and lack of customer service, how can be possible this is accredited busines A+, its a joke, im very dissapointed.

  

  Business response

  07/08/2022

  Thank you for the opportunity to provide clarity around the process related to it.

  First, we aim to please 100% of the time and we are disappointed to hear that the consumer feels we did not reach out to him. We are able to see the timeline, there are multiple touchpoints where the customer was engaged for more income verification and multiple explanations of what was needed by the lender and why.  Our escalations team engaged Sales Managers when the customer had reached out to discuss the issue.  Overall the customer was told on the phone on 6/28 The refinance was not going to be able to be completed as the discrepancies in paystubs and W2 were rejected.  AUTOPAY has the ability to use multiple resources to verify income which has been approved by our lenders. Ultimately, it is in the Lenders discretion as to what documents will suffice for proof of income. Unfortunately, we still cannot verify the borrowers income per the requirements set forth by the Lender given the documents provided by the consumer.  The lender chose not to move forward with the loan due to proof of those income discrepancies.  We are sorry that the customers experience with AUTOPAY was not more positive. 

  Should the customer have any additional questions or concerns, we invite him to give our escalations line a call at ************** and we would be happy to assist.  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

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received an email stated by AUTOPAY that I've been approved for refinancing.Received an text from *********************** regarding to scheduing an appointment for today Monday.I tried to contact ******* and went straight to voicemail. Called the receptionist and told thye only send emails, and I even ask for a supervisor and their emails, receptionist refuse to give me their emails and or number as instruted.This is a scam according to these weird activities going on and I was promised a call for the appointment, but the rep failed to call or replied to my messages.

  

  Business response

  06/28/2022

  
  Hello and thank you for the opportunity to address these concerns.
  
  A member of our escalations team has reached out to the customer. During this conversation it was communicated by the customer that the issue is now resolved as he has since been contacted by a loan specialist who is assisting him in moving forward with the refinance 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 happy to assist.
  
  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

  06/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Auto pay refuses to release my title after I have waited there 90 day hold period.I have waited over 100 days and no one returns my calls.I have documentation proving my **** has been paid. Thanks **** S*******

  

  Business response

  06/29/2022

  Autopay is attempting to resolve this issue with the consumer, but have a few items that are at the root cause of the confusion. ******************* is/was not the customer of **********************. He is attempting to facilitate a purchase of a vehicle from the customer of **********************. The loan associated with this vehicle was defaulted as the consumer had not made payment since December of 2017. That consumer actually has no right/legal ability to sell the vehicle without satisfying the obligation securing the lien on it. With that said, Mr. ******** has evidently negotiated a settlement with assistance of the original consumer, to resolve the obligation and clear the lien. Autopay, has not been notified of the completion of this settlement as of this response, but is verifying the details of that transaction. Upon receipt of such, Autopay will release the lien on the vehicle. Mr. ******** indicates he has in his possession proof of this resolution and we will attempt to obtain that and would then close this matter.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Auto pay contacted me though **** offering lower interest rate refinancing for my vehicle. Today I discovered auto pay added $1,832 to the refinanced amount. After calling Penfed, I found out auto pay added a warranty without my knowledge. My vehicle is already covered though ****************** though a recall and class action lawsuit. I had no knowledge Auto pay added these charges.Auto pay uses deceptive marketing and predatory lending practices.I am seeking $1,832 witch is the different in the payoff transferred from Westlake to Penfed. I also request interest accrued since the origination of the Penfed load.The $149 auto pay fee should be refunded do to predatory lending practices. This company needs to be investigated.

  

  Business response

  06/15/2022

  Thank you for the opportunity to resolve this matter.  Here at Autopay, we strive to ensure that each of our customers has a pleasant experience, so we are sorry to hear that the customer has had a less than satisfactory experience. We investigated this matter and attempted to resolve the issue with the customer and are waiting for a return call to discuss further.  We have submitted for the *************** Coverage to be cancelled per the customers previous request. Please dont hesitate to reach out to us if there is anything further you would like clarification on. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We refinanced our truck approximately 7 months ago through Autopay. The loan process went well, and we have the loan through PenFed. We then moved in April ******************************************************************************************** Since April I have either spoken with or text multiple people, including the escalation ***** at Autopay. They finally told me they lost the papers, so we had to go into a notary (money, work missed, and time lost -- we were told they would send a check to cover the notary and that did not happen). We sent the papers in by ****** Then we were told they could not find those papers. I gave them the tracking number and the name of the person who signed for them. That was about a month ago, and as of today no one that I have spoken to previously will respond to me. I called the main number and I was told that the person who was handling this has not followed up and it was going to "escalated" yet again. In the mean time we have been pulled over for being out of compliance with our registration in a new state. We are trying to get this done, but are being ignored. This has taken hours and hours of our time, missed work for my husband and if we get stopped again, the ticket is $300. This is beyond comprehension that this cannot be taken care of and that each individual along the way has dropped the ball. Hopefully, you can help with this. We would appreciate it. We would also like to be reimbursed for the notary as they stated they would pay for this.

  

  Business response

  06/16/2022

  We appreciate the opportunity to resolve this matter for our customer.   A manager of our titles team has been in contact with the customer to correct the issues. The current resolution was discussed with the customer today. Called the customer informed her we got the lien release and we are sending the paperwork to the *** today for a dup title.  We did contact the ** *** and were informed that the process for a dup title takes 18 days.  Once dup title is received, we will send her the docs to walk into the MT *** to renew her registration. She was very appreciative of my call and follow up.  I told her if anything changes, I will keep her updated. She thanked me and was content with the results of the plan and our conversation.  IF the customer needs anything further we would encourage her to call our escalations team so we can continue to assist her in resolving the current title issue that she is facing.  

  Customer response

  07/27/2022

  I tried to file a new complaint, but it would not go through: Description of Complaint: I am following up on a previous complaint, incident #********. I somehow missed your email response in June, and regret that I did not respond at that time. As of today I still do not have my title, I do not receive return calls when I try to follow up. My last text the woman actually asked me if I had moved to MT! I text back saying that I had a hard time believing she was asking me this as I had been trying to get my title for many months BECAUSE we moved to MT. It appears ***** seems to know what they are doing or who is doing what. I was told at one point I would receive my title in the mail by early July along with a $300 check for my troubles and my extra costs for notary etc. If I were to tally the cost of trying to get this license including missed work, hours on the phone and time spent just trying to reach a person, it would far exceed $300. I suspect I have spent over 100 hours trying to get this title. I originally refinance the truck in November and no title was ever issued, then we moved the end of March and started the process to get the title transferred shortly after. As of August 1, it will be 9 months since the refinance, and 4 months since my move. This is absolutely ridiculous at this point. Thank you for hearing my concern. Desired Settlement: I want my title and if I get a ticket, since I already have a warning for out of state license and registration, I want that paid for, and the $300 they stated they would send. My new phone is ************ and I still have my old number ************ but will cancel that line soon.

  

  Business response

  07/28/2022

  The Director of ********************* spoke to *********************** on 7/28/2022 at 3:25PM MST on a recorded line.  It was communicated to **** that the title needed to be perfected in WA to start since that was the original state of record additionally since Pentagon FCU is the lien holder on record that also was added on to the title.  Since Washington is not a title holding state, the title was sent directly to the lien holder (Pentagon FCU) and this was completed on 7/18/2022. 
  
  We at Autopay have stared the second half of the process and facilitating the second half of the process.  We are providing the documentation that is needed to be completed by the lien holder and they will be completing and sending this along with the title to Yellowstone County in ** (this is pending confirmation with the Lien Holder and tracking).  After that the County will communicate to the client and she will need to go in to complete the process and sign the authorization to release the new title back to the lien holder, ****************** is also made aware of this.  The Directors direct line was given to ****************** is the event that any questions arise while awaiting the completion of this process. 
  
  Autopay has committed to sending **** a $500 accommodation check for the inconvenience and she was informed that if a citation was issued to her due to the delay in this process Autopay would reimburse her for that. Ultimate, the final resolution is still pending but there is a resolution plan in place and being worked by the Autopay and Lien holder teams. 
  

  Customer response

  08/03/2022

   
  Complaint: 17340633
  
  I am rejecting this response because:

   

  While I would really like to believe that this is being taken care of, I will not believe anything I am told until title is in hand and the check

  arrives. I have been told many times they were working on it only to find that noone was working on it or even knew what was going on.  

   

  I was told I would be contacted on Tuesday Aug 3rd with an update.  I was not contacted.  I hope to hear something this week.  I would really

  like this to be done soon.

   

   

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

  

  Business response

  08/15/2022

  Customer was seeking update of the process.  A Titles Lender Success Specialist reached out to customer and filled her in on the status.  The title has been perfected and it is now with the lien holder to complete the process of the State to State Transfer.  The state of WA completed the original title electronically and the lien holder has ordered the paper titles printed.  This can take up to 14 days to arrive to the Lien holder.  Once this arrives the title and the transfer paperwork will proceed to the *********** where customer will meet the paperwork to complete the transfer.  A $500 accommodation check has been sent to the customer via ***** for the inconvenience and the length of the process. 
  
  The Lien Holder will be reaching to us and the customer once the title arrives in their possession and is ready for the next steps.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩