ComplaintsforAC Auto Pay

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began a refinance process with Autopay around June 12th and worked with ***********************. The numbers initially looked good and I sent everything around the 16th of July after waiting for **** to send over the correct documents. It took an additional 17 days to receive any information at all. Due to a mistake on ****'s end, they had to find a second lender because of the MILEAGE and YEAR of my truck. Something that should have been found very early in the process. I sent documents again on August 16th. It took FIFTEEN days after that for **** to reach out to me for....a copy of my driver's license, which they were already provided twice. Numerous calls and texts went unanswered. **** told me I had a 60 day grace ****** on payments. Blue ******************** has a payment due on 10/03/2021, so I reached out to **** to find out why. He told me it begins at date of contract, August 4th. I was never informed of this. As of 09/08 I am still waiting for a payoff check to my old lender.

  

  Business response

  09/15/2021

  Thank you for the opportunity to address these concerns. We appreciate all feedback and the opportunity to improve our processes and staff.
  
  We are sad to hear that the service provided did not meet the customers expectations. We have researched the matter and have addressed the internal issues accordingly so as to ensure that a positive experience is provided for future customers. While there were concerns brought up regarding the process for this specific customer, this refinancing has been completed. We have reached out to the customer to discuss the matter. As of now there is no further action to be taken. The customer is aware of this and understands.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received this mailing stating I was pre-qualified to refinance my auto loan with a new lower rate. So, I went onto the web site and completed the application. I then was called and went over my y application. I was speaking with Cynthia. I asked how long this would take, she told me since I was pre-qualified, the underwriters had to do their thing, and should receive a call in 24 -48 hours. Later in the day, I am and my sister (co-signed on the auto loan) were notified that we had 3-4 inquiries to our credit! I immediately called AutoPay and spoke to Cy. I explained to him the above and he stated we were not approved, and would receive notification. As far as the multiple inquiries, he said no one explained our process to you? I am stated no, Cynthia justed since I was pre-qualified, it was just a matter of procedure. If I had been told they would be making inquiries into our credit, I would have told them, forget it. We're trying to repair our credit, so don't want inquiries!

• Initial Complaint

  08/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The representative misrepresented the "savings" I would receive through auto refinancing. I asked her to stop the process, but she told me she could not. She cost me $4000 and 7 more months of payments. This company is a scam. Buyers beware and don't listen to them when they tell you how much you will be saving--in my case it was a lie. After high pressure to hurry and get my papers in, because the application had "expired," I sent them in after being assured of my savings. Yes, I feel dumb for not reading the fine print more carefully, but I am also livid about the lies and false quote.

  

  Business response

  08/25/2021

  Thank you for allowing us to address this issue.  In response to the concerns, we reached out to get further information and to address the customers concerns. During our contact, it was communicated by you that you were able to speak with one of our loan specialists and get the matter resolved.
  
  We are sorry that we were unable to meet your needs initially but we are pleased to know that we were able to help you get the resolution you were looking for in the end! Should you have any additional questions or concerns, please feel free to reach out to our escalations team at 1-844-290-5731.
  
  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

  08/25/2021

   
  Better Business Bureau:
  
  I received a call from the customer representative who worked with me initially. She was kind enough to say that they would reverse the processing of the loan, and I am waiting for confirmation of this. I have also reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to Autopay for the courteous telephone communication and for resolving the matter.  
  
  Sincerely,
  ******** ******

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/28/21 I submitted application with AutoPay (AP) to refinance my 2017 Chrysler Pacifica last 4 of VIN ****. 7/08/21 AP sent me an email reading my application was being finalized, ref APP ID# *******. 7/27/21 AP sent email reading my application was reviewed and a new lender secured, ******************* (PFCU). 7/26/21 AP sent an email that my package was finalized. I signed the package electronically using secure access code from AP. 8/18/21 PFCU sent me mail containing new member #, no auto loan info listed. 8/20/21 the original lender America ****************** (AFCU) contacted me for non-payment/acct past due. AFCU had no record of AP paying off loan. 8/20/21 I contacted PCFU confirming new auto loan. 8/20/21, I followed up with AP. 8/23/21 follow up from AP that loan was still in lender funded status.' AP did not pay off original loan with AFCU and sold new loan to PFCU. PFCU reports on 8/9/21 they paid AP $25,754.21. I am financially responsible for 2 auto loans on same vehicle

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was using them to refinance and they told me everything was good and I wouldn’t have to make any payments to my old lender. Then they screwed around and never sent the full payoff amount and now I’m in default with my other lender and got a strike on my credit for not paying my loan. And autopay keeps giving me the run around.

  

  Business response

  08/04/2021

  Thank you for giving AUTOPAY the opportunity to resolve this matter.  We appreciate you reaching out and providing us with this feedback regarding your experience. Excellent customer service is our primary goal and we are saddened that this goal was not achieved initially with regards to your experience. As such, our management team has reached out to work with you on getting you the resolution you need. Through these efforts, it has been communicated that the issue is being resolved. Should you have any further questions or concerns, please reach out to us and we will be happy to help! You can reach our Escalations Team at 1-844-290-5731. 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

  08/05/2021

   
  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

  07/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a scam to get your social security number and information. They may tell you that they have already run your credit and that you qualify for refinance and make everything seem ready to go. Then you my find an email that actually they won`t do anything and goodbye. You will have an inquiry on your credit, they will have all your information to sell to other scammers, and they will have wasted your time. You will get much much more spam after that.

  

  Business response

  08/04/2021

  Thank you for letting us resolve this matter. Thank you for reaching out and providing us with this feedback regarding your experience. Excellent customer service is our primary goal and we are saddened that this goal was not achieved initially with regards to your experience. As such, one of our loan specialists did attempt to reach out in an effort to work with you on getting you the resolution you need. It has come to our understanding that these attempts were unsuccessful and that you have decided to finance elsewhere. We are sorry that we were unable to assist you at this time but we do hope to be able to assist you in the future! Should you desire to refinance again and/or should you have any further questions or concerns, please reach out to us at 1-844-276-3272 and we will be happy to help! If needed, you can also reach our Escalations Team at 1-844-290-5731. 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

  07/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for auto loan refinance with AutoPay and was approved on June 10th. I then signed documents through Docusign, submitted all required proofs-income, ID, insurance, etc. Printed, notarized, and returned rest of required paperwork on June 17th. It is now July 24th and still no funding. I have had to submit more paystubs because of the amount of time that has passed since I was approved for the loan. This process was supposed to take up to 7 days. Three times now I’ve been told my loan was in “queue” for funding, only to have them ask for new copies of Drivers license and more pay stubs. This month my husband changed jobs, and since this process has drug on all summer, it looks like they’re now taking issue with him changing jobs; something that should not factor in since this process should’ve been completed in June. I am furious that I’ve been jerked around all summer and now the loan will likely fall through due to job/income change.

  

  Business response

  08/04/2021

  Thank you for reaching out and providing us with this feedback regarding your experience. We strive to provide the best customer service possible with each and every interaction. We are very saddened that this was not achieved initially with regards to your experience. Our management team has reached out to work with you on getting you the resolutions you need. Through these efforts, it has been communicated that the issues have been and/or are being resolved. Should you have any further questions or concerns, please reach out to us and we will be happy to help! You can reach our Escalations Team at 1-844-290-5731. 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

  08/04/2021

   
  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,
  ***** *******

*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. ↩