ComplaintsforAC Auto Pay

• 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,
  
  *************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was helping me refinance my vehicle dated January 3 2024. After going back and forth with requirements I was told I was denied last minute which was January 29 2024. I was ok with it and stopped contacting each other after the denial. I received a letter in the mail stating that I had a new account for my vehicle with Los Angeles ******************** and that my first payment due to them was March 4 2024. When I received that information I was shocked and seem like I was getting scammed. I also received an email from my previous lender Capital One stating that my account has been closed and cleared by Los Angeles ********************. The funds were sent to Capital One 02/09/2024. I was working with the agency Autopay for this transaction so I am not sure how they operate when it comes to funding and closing accounts since the company that was assisting me with the refinance is a third party. The new loan was on my credit report which affected my credit score since it became a new inquiry. I received a text message from autopay on March 4 2024 stating that the lender had initially funded the loan by mistake. There was never an official contract between Me and Los Angeles ******************** since I was Denied. I responded stating it has cost damage to my credit report and that how can a transaction of this amount be a mistake. I had told them that since they had already funded and closed my previous account that it only makes sense for me to start making payments to them directly. They refused and told me that I need to contact my previous lender to get the funds reimbursed. I had said it has already affected my credit score and that money will be owed to my previous lender for late fees,gap insurance that was canceled out ETC. I have told them that I shouldn't owe any penalties or fees because this was not my fault. I said send an official contract for me to sign and start making payments to them. They once again are refusing to do a contract with me.

  

  Business response

  04/25/2024

  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 apologize for any confusion and inconvenience ****************** experienced during her refinancing process with AUTOPAY.

  A member of our leadership team has been in communication with ****************** to address this complaint. A Note and Security Agreement (contract) with Los Angeles ******************** (LAFCU) was given to and signed by the customer. We have sent ****************** her signed contract with LAFCU and are working with both her and LAFCU separately so she can begin to make payments on her new contract. We have provided that contract to her today.

   As such, ****************** now has the official loan agreement with LAFCU and is contractually obligated, as per the terms of the Note, to make regular monthly payments until her loan balance is settled in full. We understand there may be some confusion around credit impact and are working with her to address any credit concerns she may have. At this time, her credit file should only reflect a closed account with ********************** One and the required credit pulls for when she applied which are valid and are a necessary part of refinancing.

   Should this customer have any additional questions or concerns, 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

  05/01/2024

   
  Complaint: 21584826
  
  

  Hello Everyone, 

   

  Company: AC Auto Pay
  Consumer: **************************

   

  I am sending this email to inform all parties of my position and the reason for my decision to proceed as follows: 

  I am surrendering the vehicle to LA Federal Credit Union  who appears to be the lien holder of my 2019 Tesla Model 3   License number 

   

  Reasons for surrendering the vehicle: 

  I applied for this loan/refinance on or around 2023, through Autopay.   My loan at the time was with a high interest rate of    18% % APR so I decided to refinance my vehicle 

  I was in direct contact with ********************* with Auto pay the middle person between the applicant and the lenders please see Exhibit A 

  To make a long story short,  I was sent an email with docusign on 1/9/2024, as per my docusign record,  and I signed the documents showing loan details, However, this supposed contract is dated on the 4th of January. 

  Additionally, the loan docs say that the loan application is in process but does not indicate the loan was approved or denied as I was told by ***** and the cover letter as Exhibit B. I docusigned the documents and sent them back via  docusign, the letter shows an active account number as "*******" 

  I then received a letter in the middle of February indicating that my first payment was due March 4 2024. I then proceeded to create an account online however, I was unable to create an account online, it stated "account not found" Then I called and the assistant informed me the account was nonexistent.

  It was not until March 4th that ***** sent me a text stating my loan was funded by mistake and to call Capital one to cancel the transaction and send the check back. I called capital one and was told that I would have to re open the 

  account as the account was already closed and that I would be charged fees and costs to do so. 

  Throughout this time, I had been asking ***** why I was denied and yet my account was paid in full. I was told numerous times by ***** that the application was denied and my car was going to get repossessed if I did not re-establish the 

  account at ********************** one. 

  ***** made it clear I had no account and my application was denied. 

  I then recieve an email from their attorney ***************** on 4/25/2024 telling me that my application was approved and to commence making payments and that I have to pay late fees etc. 

  I do not wish to continue dealing with LA Federal credit union as you can clearly understand my fear is this company's inconsistent and deceitful business practices.  

  I am a single mom and I am 6 months pregnant. This entire fiasco has caused me so much stress and turmoil I do not need. 

  What I have written here is just a brief summary of what transpired here. There was a lot more communication along with threats to repossess my vehicle etc. 

  As a result I have decided to surrender my vehicle 

  The vehicle no longer has Insurance and is parked at 

  ******************************************;

  *******************************;

  I can meet your representative at a scheduled time to release liability and the keys. 

  Additionally, should LAFCU decide to place a negative inquiry on my credit report for any residual amounts or record of repossession, I will dispute it based on the facts stated above to all 3 credit agencies and further report these individuals and companies herein mentioned. 

   

   

   

   

  ***********************;

  *************

   

  

  Business response

  05/14/2024

  We apologize for the delay in responding to this complaint.
  
  We understand the consumer's concerns and we do wish to assist the customer.  A member of our Senior Leadership Team has been attempting to contact the customer in order to discuss this matter further but has been thus far unsuccessful. In order to resolve the complaint to the customers satisfaction we need her to respond to ***** and discuss next steps. 
  
  We ask that the customer please return *****'s calls so as to get this matter fully resolved. If needed, the customer can also reach our escalations line at ************ and an escalations specialist would be very happy to assist the customer as well.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Credit Karma recommended AutoPay to me for re-financing my auto loan. On March 8th I filled out the information on AutoPay to be contacted. Before I was even contacted I got an alert from Credit Karma that I had a new inquiry on my credit. When I checked it, my credit had been hit twice! I lost 14 points on my credit because of AutoPay. I then received a call from ********************* and he explained how everything worked. I agreed to move forward. He sent me a text that included his email and he requested 3 months of bank statements. I have included all of my text with ****** regarding this transaction. I sent those to him on March 11th. He did not respond until March 14th. I did EVERYTHING ****** asked me to do. I put $500 down. When that wasn't enough, he asked for $200 more. I paid. Several times via text ****** said that this deal is done. He came back at me stating that the bank would not accept my business statements that they had to be personal statements. I sent those to him. He said I needed to show that I at least make $3750 per month, I did. He said he had everything needed to get the deal done. THEN he comes back saying that they can't use my personal statements, I needed to get tax returns. This deal lasted almost 30 days. ********************* lied to me and mis lead me several times throughout this deal. Because I was refinancing a buy here pay here loan, ****** knew the urgency. He instructed me to not pay on it anymore because it would mess up the numbers and we would have to start over. MY CAR GOT REPO'D WHILE HE SCREWED AROUND WITH THIS DEAL! All he had to say was "sorry your car got towed" I am demanding that because ****** is a liar. Because ****** mis lead me and ill advised me about the deal. The fees I had to pay to get my car back, I am demanding that AutoPay REMOVE the hard inquiries from my credit! ****** LIED and caused me to lose my car, and be completely stressed out over this situation for DAYS! REMOVE THE INQUIRIES NOW!

  

  Business response

  04/22/2024

  Thank you for the opportunity to address this complaint.

  A manager has reached out to the customer to discuss this complaint. We appreciate the customers time on the phone and his willingness to discuss his concerns. We understand that there are discrepancies between our records and the customers recollection of the events, particularly regarding the due date of his payment. We apologize if there was any misunderstanding.

  We want to clarify that we typically advise customers to continue making payments during the refinancing process to avoid any potential issues. However, it appears there was no direct communication on whether the customer was to make or not make his payment. However, we did identify that there was an opportunity for the loan specialist to emphasize the importance of staying current with any and all active loans. We sincerely apologize for any confusion and inconvenience this may have caused.

  We are committed to resolving this issue to the customers satisfaction. As per his request, we will continue to communicate through the BBB platform. We value the customers feedback and will use it to improve our services.
  We thank the customer for bringing this matter to our attention.

  Customer response

  04/29/2024

   
  Complaint: 21566533
  
  I am rejecting this response because:

  I have proof that I was NEVER behind on ANY of my payments! I have a full payment history available. The business is trying to make me look bad but they refuse to address the numerous times that THEIR employee told me that the deal was done. What is their response to that? Why did I pay the $500 AND then have to pay another $200?? I was told on several occasions that the deal was done. What is their explanation for telling me the deal was done?? The bottom line is that they are incompetent and continued to drag the deal on while lying to me over and over. Why did they continue to tell me that this deal was done? Explain yourself?? The issue isn't the payment, the issue is the company, on several occasions, told me the deal was done. Why??
  
  Sincerely,
  
  *************************

  

  Business response

  05/08/2024

  The customer's primary complaint included concern about his vehicle being repossessed due to not being current on payments with his previous lender. If the customer feels that this is incorrect, we encourage the customer to contact his lender to contest the matter.
  
  Per the screenshots provided by the customer and other communication between the customer, the loan specialist, and the loan specialist's manager, the customer was advised that the process could not be completed and was not done until additional requirements by the lender were satisfied. There were times that we had received and submitted to the lender all that was required at the time, but the process was not complete until the lender funds the loan. It was when working towards this end in the final steps that the lender presented additional requirements. As soon as these requirements were made known to AUTOPAY, we contacted the customer accordingly in an attempt to satisfy these requirements.
  
  We do wish to assist the customer, with a manager having attempted to contact the customer via phone, but he has communicated that he does not wish to be contacted outside of the BBB. As such, having done all that we can do to assist the customer, we are now considering this matter closed.
  
  Again, a manager has reached out to the customer to assist. Should the customer have any additional questions or concerns, we invite him to reach back out to the manager over his account, or he can contact our escalations line 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

  05/13/2024

   
  Complaint: 21566533
  
  I am rejecting this response because: First and foremost, I was NEVER behind on ANY of my payments, prior to contact your company. I will be more than happy to share my payment history with you to once again show the integrity of this company. This company is predatory company. As per my screenshots I was told "it's a done deal". That was a lie. I want the company to remove the inquiry from my credit because of their lies. I know that the company will never admit their fault in this matter. Once again, goes to the integrity of the company and their true commitment to customer service. They should have never told me on multiple occasions that the deal was done. All I want is for the inquiry to be removed from my credit. That will be the only fair resolution to this.

   

  Also, I'd like copies of the transcripts they claim to have on this matter. I have been completely transparent with them, I feel they should share those as well. They are claiming I said that I was behind on payments. Prove it. I'm sure your excuse for not sharing them will be some "its company property" BS. Again, integrity.

   *************************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/6/24 I was provided an option to review offers on Credit Karma to refinance my vehicle. I only reviewed the offers and nothing stated this would be a hard inquiry on my credit. I know have 4 unauthorized hard inquiries from AutoPay! The company refuses to remove the inquiries. Their practices are deceptive and misleading. I didnt authorize Autopay to run my credit once let alone 4 times!

  

  Business response

  04/09/2024

  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 customers experience at this time and have spoken with the customer to discuss her concerns.

  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,unfortunately, this customer did not qualify for final approval from one of our lenders. While we understand the customer's concerns, this can be the outcome when applying for an auto loan.
  
  The customer has communicated that she will remain displeased unless the credit inquiries are removed. At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry.As such, we have done all that we can do to assist the customer.
  
  We are disappointed that we were unable to assist the customer with their auto financing needs. If the customer has any additional questions or concerns, we request she contact our escalations line at ************** and we would be very happy to assist.

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from a dealer and received a refinance offer from AUTOPAY in the mail. Before I let them pull my credit, I specifically asked about the pre-qualification rate on my letter. He said they cannot give a rate until it goes through underwriting, but it will be close. I then received an offer that was not close. It was a bait and switch. They said offers are not regionally considered so this may have been the rate for another state, but not for MN. I told them they sent a letter to me that came to my address and had my existing loan details on it. They know where I live and what my current loan is. Therefore, knowing my credit and income, I knew I would qualify for the best rate possible. The rate they gave me initially was a longer term and less than .25% bettertherefore they would have made more money in the loan due to the longer term. I laughed at him as this was pathetic, he then gave me the same term as my current loan, but still no where close to the initial offer that came in that mail to my home.

  

  Business response

  04/05/2024

  We appreciate the opportunity to review this customer's concerns. We strive to provide full transparency to our customers by providing all disclosures on the back of our mailing letters, on our website, and prior to the application submission as the customer must select I agree to proceed.A member of our management team has reached out by phone to this customer and successfully addressed her concerns.
  
  Autopay is a third-party broker and we must submit the application to a lender for final approval. Prequalification estimate letters are based on public and limited information available, they are not guaranteed or pre-approvals. We refer this customer to the back of the mailing letter for Terms and Conditions or to our website FAQ.
  
  Once an application is complete and an official credit inquiry is made by a lender, these estimates are recalculated according to what the lenders can offer. While we understand this customer's concerns, the customer must meet certain qualifications for alternate offers. At this time,the customer does not wish to proceed with the offer she qualified for.
  
  If the customer has any additional questions, please call our main line at ************.
  

  Customer response

  04/25/2024

  The company followed up with me via phone.  The lady was nice, but there was no resolution.  We will not see eye to eye on this.  I feel they have deceptive marketing to entice people to sign up.  The rate they told me was nowhere close to what they offered me and claimed it was because that rate was not applicable in my area/state.  They are the ones that sent me the offer to MY ADDRESS and have MY CURRENT LOAN information.  My credit is nearly perfect, therefore, I knew I would qualify for the best rate possible.  This was nowhere near this and they could not tell me this until they did a hard credit pull.  They think they did nothing wrong; I feel they are deceptive.  We will never agree, they did not offer me the proposed rate.  I just appreciate the way the BBB follow up with me, so thank you.  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/26 I provided my details on the website, where they claimed there will be no hard hit on my credit score till I chose a lender.I did not chose any lender or did not even get any pre qualify offer and I could see my credit had a hard hit by a lender.When I reached out to them about this, they were not helpful.I checked with Experian and was told the lender has to remove the check.I tried reaching out to the Lender and they are even more unresponsive.I did not give authorization to do a hard hit on my Credit Score and it needs to be removed. Even as per the attachment, credit hard hit will only happen when I chose an offer to submit to a lender. I did not even get an offer and my Credit was hit.

  

  Business response

  04/02/2024

  Thank you for the opportunity to review this customer feedback. We are saddened to hear this customer did not have the best possible experience while working with us. A member of our management team has reached out to address his concerns by phone and we encourage this customer to contact us at ************** with any further questions. 
  
  We are a third-party broker who must submit the customer's application to a lender for final approval. Until the lender conducts a hard inquiry, we cannot present a final offer as disclosed in the Terms and Conditions to which the customer must select I Agree to proceed. At this time, the customer has chosen not to move forward with the offer presented on March 27, 2024, with his loan specialist.

  Due to the authorization received at the time the application was submitted, and the service provided, we are unable to remove any inquiries. Autopay has closed this application and considers this complaint resolved. 

  Customer response

  04/02/2024

   
  Complaint: 21514357
  
  I am rejecting this response because: I did not give go ahead for any lender. Neither I was provided with any prequalified offer. 

  The advertisement is false and misleading that once I chose a lender then only I will be getting a hard hit.

  I have been using credit cards for a really long time, for pre qualification no one does a hard hit to show an options of card I am eligible for.

  My auto loan worked in the same way,

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

  Customer response

  04/02/2024

  Here is another screenshot, it is from the email which Auto Pay had sent me after I completed everything. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AC Autopay has been slow to report my faithful and on time payments to credit bureaus and it had been over 5 months since they last updated my payment history to the credit bureaus. I filled a dispute using credit karma because the credit age and the amount paid on the loan were outdated, and I have actually paid a lot more of the loan than was reflected.Rather than providing the correct information to Equifax and Transunion AC Autopay completely removed the account from my Transunion and Equifax reporting.This caused me a **************** credit at a time when I'm trying to fix my credit score and purchase a new home. It may set me back months and make finding a new home impossible.AC Autopay has caused real damage to a customer who has been faithful and almost always on time with paying his auto loan.

  

  Business response

  04/02/2024

  We apologize for any confusion regarding Mr. ***** account.Typically, the most efficient manner to resolve any credit bureau issue is to dispute any perceived discrepancy through the credit bureaus themselves as we do not have any view into the full credit bureau reporting or related scores.With that said, Mr. ***** loan with us is currently being reported. The trade line shows *********** Group/Autopay on our information submitted. There was a change made in October 2023 to reflect *********** Group as there was a company organizational change made. We would be happy to review Mr. ***** report he is referencing should he desire to provide us with what hes viewing. Regarding his balance, we show it has been paid down substantially since getting the loan in March of 2022. We are happy to provide a full accounting of all payments received and the application of those payments. ************ notes a 41-point reduction in his score. We do not know the time frame this may have occurred during his loan history here and again all may be best served sending his information through the credit reporting agencies to validate. The loan was past due at an earlier stage in the payment history, but again we do not have a running total of the score or its fluctuation.
  We have included the web links in this response to best serve a continued investigation into the matter, should ************ decide to dispute the reporting formally.
  Equifax:
  ***********************************************************************************
  Transunion:
  *******************************
  Experian:
  *******************************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto Pay ran a hard credit inquiry without my permission. Nor did I provide my social security number. At 12:41am on the 26th I received an email to finish my application. As I stopped when i was asked to put in my social security number. At 11:20am on the 26th received an email to finish application as dont want to miss out. Again disregarded email. At 6:20pm on the 26th I received and email an email stating good news your application has been submitted and an email there was a hard inquiry on my report. I then received an email Weve got good news working hard to put your contact together. I then get a text from an employee there Hi ****, we have you approved for your auto Refinance! App ID: **************. Please give me a quick call to my direct line at ******xxxx when time permits. Looking forward to speaking with you and finding you some savings. Thanks, persons name (I removed sensitive information)I then immediately called person above and very sternly advised her I never submitted my social security number, nor did I give anyone verbal permission to run a hard inquiry on my credit report. I said I needed management to contact me back and no one called me. She seemed to know she was in the wrong. Told her to immediately close any communication or account with my information. I filed a report with Experian I noticed in following days that the hard inquiry disappeared from my Credit Karma hard inquiry section. However my mortgage lender still saw the hard inquiry some where, as I was asked about it.Today on 3/11/24 I received an email from AutoPay: Thank you for using AUTOPAY in your search for financing. Unfortunately, we were unable to approve your request at this time. Your application was evaluated, in whole or in part, using information provided by Experian, a consumer reporting agency. As you can see from above communication when they ran my hard inquiry without my approval or knowledge- I was approved.This is not ok

  

  Business response

  03/14/2024

  Thank you for the opportunity to review and address this customer's feedback. We strive to provide clear transparency within our process and are disappointed to hear this customer was not satisfied with our disclosures at this time. To provide our customers with the best experience, we list all credit disclosures within the *** on our website, as well as in the Terms and Conditions prior to applying. Additionally, the application was submitted through Top10CarLoans with full authorization received to proceed with the Autopay process.
  
  While we understand this customer's concerns, we must submit the application to a lender for final approval. At this time, the customer states she will provide a police report to remove any credit inquiries due to identity theft. A member of our management team has reached out to this customer by phone and addressed her concerns. For any additional questions or concerns, we invite this customer to reach out to us at **************.
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit score was negatively impacted by AutoPay's misleading advertised interest rates. AutoPay provided misleading advertising on CreditKarma resulting in unnecessary hard queries on my credit reports. I provided the model year (2019) of my vehicle along with the current odometer mileage prior to receiving their advertised APR of 5.09%. This loan rate was directly compared to my current loan's 7.11% interest rate. I started my loan application with AutoPay based entirely on this >2% lower interest rate.I unfroze my credit files at all three bureaus and the application process resulted in hard queries on my credit report at all three bureaus. After the hard queries AutoPay returned a 6.84% interest rate. I asked *********************** about this large difference. He told me it was because it was a 2019 model year vehicle. The 2019 model year of the vehicle was known prior to issuing the initial misleading rate quotes. Please see the attached screen capture showing this along with the direct comparison to my current loan.I would not have started the application resulting in the hard queries if AutoPay had provided honest and accurate interest rate quotes in their advertisement. These unnecessary hard queries negatively impact my credit score, which increased my cost of credit and decreases my available credit.

  

  Business response

  03/13/2024

  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 customers experience at this time and have spoken with the customer to discuss his concerns.
  
  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, unfortunately, there are times that we are unable to obtain an offer from a lender that best meets the customer's financial needs. In this case, we did receive an offer from a lender, however, the rates and terms provided varied from the prequalification estimate provided initially. At this time, due to the service provided, 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, unfortunately this can be the outcome when applying for an auto loan. If the customer has any additional questions or concerns, we have requested he contact our escalations line at **************.
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was purchasing a new vehicle and was going to use my current vehicle (Jeep wrangler) that is financed with AC Autopay as a trade in. I was not able to trade the vehicle in due to their company estimated and reported the incorrect mileage to the ************* of ******** (*****). The ***** advised that I could not report the change it would have to be done by the company and verified by a mechanic to ensure the odometer was not tampered. I requested AC Autopay to correct the mileage they reported in the beginning of January and that was never done. My new vehicle was delivered and I could not do the trade in. This has left me with two active car payments causing financial struggles on me. I contacted them and did a volunteer surrender that started in mid January. I completed the paperwork and sent it in February after they never updated the mileage to complete the trade in. I was told a supervisor would contact me to complete the process and schedule the pickup of the vehicle. While I waited for this call I cancelled the **** insurance on the vehicle. The **** insurance company processed it and sent the refund to AC Autopay on 2/04/24. I have called them several times because the supervisor still has not contacted me to process the volunteer surrender nor have they sent me my refund for the **** insurance. It is not March and the vehicle is still in my possession and no one has many effort to help me. I contacted ***** *********** because they are affiliated with them and still no help. I need the volunteer surrender completed as soon as possible and I need my refund for the **** insurance processed immediately.

  Customer response

  03/01/2024

  I received a call from one department of this company that stated that their policy they do not refund the gaap insurance. It it is applied to the principle of the loan. I advised her that I never heard of that when it is my funds that was paid for a service that was cancelled. However if they are applying to the principle and it is reduced then I am ok with that. She connected me to the another department that handles the volunteer surrender and the representative began asking me the same questions as the other 30 representatives. I advised him at this point I have done my part stop asking me the same questions and giving me the same excuses. He hung up. I called back to the original department that called me and she contacted them on my behalf. They are sending me a new volunteer surrender form and want me to sign it and send it back with a recent date. I advise them that is inaccurate due to the fact the original date  was in February not in March. I feel this is fraudulent and violates my consumer rights. I should not have to redo a form with  a recent date because they were neglecting their job. I will be contacting my JAG office to get a lawyer to review into this.

  

  Business response

  03/17/2024

  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 unable to achieve this goal for this customer at this time.
  
  We apologize for the delay in responding to this complaint. This customer's loan was through a lender whom we assist with servicing. As such, there are many facets involved with this complaint which has required much research so as to properly identify and address each issue involved.
  
  This complaint has been brought to the director of our servicing department and is still being researched so as to be able to provide the best resolution for this customer.
  
  Again, we do apologize for the prolonged delay and hope to have a resolution soon.
  
  Should the customer have any additional questions or concerns in the meantime, we would be very happy to assist. We invite the customer to give our escalations line a call at ************ and we would be very happy to help the customer further!
  
  Please note that our hours of operation are Monday Friday 7AM to 7PM MST and Saturday 8AM to 5PM MST with no hours on Sunday. 

  

  Business response

  03/18/2024

  We have been able to complete the necessary research for this complaint. We again apologize for the confusion surrounding Ms. ******* experience and account issues. There are several pieces in the information communicated and well look to address all.

  
  **************** indicates the mileage for her vehicle was erroneous. This transaction was initiated in April of 2023 for a refinance of an existing loan versus a purchase loan, so the vehicle was in ****************** possession already and the loan granted was made to pay off her loan with her lender, Navy ******************** and place a new loan through our service. *************** had reached us through her inquiry made through Credit Karma. A complete application was done through that process. One of the many items needed within the process of obtaining the refinance loan is the mileage of the vehicle. This mileage, in this case ****** miles for the vehicle, was provided by ****************.This was/is the mileage used in her transaction and is the mileage placed on the new title created for her new loan. We are unclear from her communication or conversations what **************** is saying, what the specific mileage discrepancy is. We are unclear on how any discrepancy would have prohibited her from trading in the vehicle and no communication is on record here regarding any issue until after **************** decided there was no remedy outside of purchasing a new vehicle and dismissing any trade in for the new purchase transaction. If a discrepancy exists there would have been potential remedies regarding the mileage. There is nothing that can be done to correct that now regarding that transaction, we believe, at this point, as she completed her new purchase.

  
  **************** next references her communicated desire to have her vehicle voluntarily repossessed. This request is in process and we will contact and confirm with **************** that recovery. It has been communicated,but restating here that it is not just a turning in of the vehicle. The process would entail the recovery of the vehicle and then sale of the same. The proceeds of the sale would be applied to the existing loan balance of $41,715.75. If the sale of the vehicle does not return at least that much, any remaining balance would be the obligation of **************** to appease the loan. If the vehicle sale resulted in an amount greater than that balance, **************** would be entitled to that difference.
  **************** additional communication included a request that a refund of the *** coverage, included in her loan, be refunded to her. This cancellation and pro-rated refund has been completed. The refund of that coverage was $780.82, received on 2/12/24 and applied to her loan to reduce the principal amount owed on her existing loan. There is no refund due **************** directly as her new lender paid the cost of the *** coverage, $895.00 initially, in the financed amount of that new loan.

  
  While we empathize with Ms. ******* current situation, we are not clear what errors were made by *********** Group within this transaction. We will not be issuing any refund to **************** and will communicate the results of the sale of her vehicle and provide full accounting of any deficiency or overage upon completion of that sale.

  Customer response

  03/22/2024

  It is very concerning that this the response that you provided. You never accepted any responsibility for your lack of customer service. Yes I did a refinance with your company in the beginning of the year of 2023. My mileage was updated with your company in December of 2023. Several months had passed prior to me switching to your company. Why did you contact the *** and update my mileage in December? This can be verified thru the *** system. This is how I discovered it was incorrect because ******* told me when I was trying to do the trade in. Then when I visited the *** they verified it as well. This lead me not to be able to trade the vehicle in because they stated the mileage was incorrect and they have to ensure the odometer was not tampered.

   

  I contacted your company in January and inquired about the volunteer surrender and mileage issue. I was never told that you could not do the mileage correction. I have the email traffic to prove where your representative told me I had to call in for that. I was sent the volunteer surrender documents and sent it in February.  Your company never responded until I got the BBB involved. Then you had me do the form over because your company needed a more recent date which goes to show your company lack of response. I called your company about the refund on the **** insurance and no one never said that it goes towards the principle. If that information was relayed to me when I call then it would of never been mentioned in the complaint. Again, an example of your company's lack of knowledge. It took for the representative to call me after this complaint was made to tell me that.  The vehicle was finally picked up due to this complaint not because your company did the right thing the first time around. I have all the emails to show all of this. The main issue is no one has taken responsibility to say we dropped the ball and we are sorry. I am attaching the emails again just in case you did not see them the first time. At this point please do what you need to do to sell the vehicle and contact me to complete the process. This company is a joke and ***** Forest need to reconsider their partnership with you.

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