ComplaintsforAutoCapital Canada

• Initial Complaint

  20/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a loan on a vehicle through Autocapital Canada. Vehicle was totaled in an accident. Required to send payment in full for lien of vehicle. Autocapital gave the required information for the cheque to be sent, would not accept electronic payment or allow cheque to be personally cashed the made to them. Entire process began in December when vehicle was totaled. I received the cheque from **** and was told to sign and endorse it then send to Autocapital. Autocapital confirmed the address to send it to, and the cheque was sent promptly. When asking for an update, payment supervisor stated the payment is lost and to re send it to them. This would take another 3 or so months *** ** ***** **********. We are owed a substantial refund as the amount they needed to repay the debt was $9,563.85. They were sent $16,675.68 as they said it was required to pay them the full **** check reimbursement and they would refund me the remaining excess. *** ** ***** ********** I am left without a vehicle in the interim, and no refund which is rightfully mine. I have never missed a payment to Autocapital. Supervisor claims payment address had changed but did not inform me when I asked for that information originally. *** ****** ******* ******** *** ***** *************** I am seeking an immediate resolution to avoid involving a lawyer *** ******* ******* ********* **** *** ******** ** ** ******* I want my balance paid off and my refund given to me. *** *** **** ** ******* **** ** **** *** *********** Another resolution would be for Autocapital to allow electronic payment to be made from the **** issued total loss payment, I would not have to wait for my refund this way. No explanation as to why I am being forced to pay via paper cheque with lack of confidence, as I have never missed a payment to them.

  Business response

  28/02/2024

  Good day,

  Thank you for the opportunity to respond to this concern.   We understand how frustrating this situation is and do feel for the customer.

  In an effort to rectify this as quickly as possible we have taken a number of steps.   We have reached out to the insurance company and asked them to put a stop payment on the missing cheque and have it re-issued to the correct address.   Prior to them reissuing a cheque, we have also asked the representative we spoke with to see if electronic funds transfer is an option and are awaiting a response on that as they had to take that question away.  Once the funds are received, we will escalate internally to have any overpayment amount issued to the customer as quickly as possible.   Our customer service team has also reached out to the customer directly to provide them an update on the situation and steps noted above.

  We hope that this can be resolved as quickly as possible to limit any further impact to the customer and are actively working with the insurance company to expedite.

  Thank you,

  AutoCapital Canada

  Customer response

  08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** ******* ****** ** ***** * ******** ** ******* ** ******** ******* **** * ******** **** ** ******* ** ********* **** **** *** *****  **** *** **** **** ************ *** ******* ** ******* * ******* *** ******* ***** ********** ******* ******** ** ***** I demand a direct deposit from AutoCapital in the proper amount of refund owed to me immediatley. I will as of now persue all avenues of reimbursement *** **** ********* ****** ******* ************* ******* *********
  
  Sincerely,
  
  ***** *******

  Business response

  22/03/2024

  Thank you for the additional feedback and sincerest apologies for the negative experience and impacts.

  We actively engaged **** earlier to see if they would issue an EFT and received guidance that the would be sending a cheque to the customer and not an EFT to us. 

  We have received confirmation that the replacement cheque was issued and mailed by **** to the customer on March 4th, 2024.  We attempted to call the customer however voicemail was not initiated and then followed up with an email to the customer to provide them the details we received from **** and requested that, once the cheque is received, to sign it and send it to our office location.   We continue to monitor the situation very closely and are hopeful that this can be resolved shortly.

  Thank you and apologies for the time it has taken to have this matter resolved.

  AutoCapital Canada

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Been waitibg gor refund 6 weeks , the staff telling me it has been process but not release yet . They promise cheque couple weeks now i phone and said its e-transfrer . My debts has been paid and they took the money after i pad it in full and closed . They kept delaying the return and interest accured on the loan that i fully paid already ? They give so much excuse , im nit sure where to complain ive phoned management them its just delaying delaying .

  Business response

  06/12/2023

  Good day,

  Thank you for the opportunity to respond to this concern.   We have reviewed with our operations department and they have provided the following information:

  There was an issue with a payment reversal so this was not issued through the regular process and therefore was delayed. This will be issued tomorrow by end of day by EFT. The customer should see it by end of week in their account.

  We do apologize for the inconvenience and frustration this has caused and if they do not see the money in their account by the end of the week we encourage them to contact us and we will look into further.

  Thank you,

  AutoCapital Canada

• Initial Complaint

  23/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** ******* ****** *** ** **** ** ******** ***** business plan has people paying up to 80 dollars for an NSF payment. They don't call before trying again leaving people not allowed to call during work hours at the whim of when they decide to take a 2nd try at a payment installment. Insurance was supposed to send lump sum to me only and a staff member named Sue contacted my insurance company to complain. Insurance was not by signed contract September 29th to do a multiple payee cheque. Error on insurance part prevented an etransfer because they messed up my account number. To fix this after autocapital contacted my insurance.. they broke settlement contract and issued cheque to me and this company after sue complained. I have spoken to multiple managers and had zero resolution.. but a note on my account to expedite the payment. Thankfully I got my cheque issued same day after superstar customer service rep ripped management a new one and bam.. 4 hours later it's in my account. This company made interest holding my 6100 for over a month. I want that interest back at the interest rates I was charged by them for holding my money. Unable to purchase another car until credit report was cleared by them a month and a half after date of loss of vehicle. Still had to fight with multiple ****** just to get my money. I had to borrow another 4000 for down payment on new car with interest charges. **** ** ************* **** ********** ********* ***** *** ** ***** **** ****** **** **** *******  They also never took into account my cosigner credit record. Now have new car.. with an 11.99 percent interest rate instead of 50 percent or more interest. Cosigner has extremely well credit rating and I only deferred 2 payments during that time.  and I believe you owe me a lot.

  Business response

  04/12/2023

  Good day,

  We are currently reviewing this situation and will be in contact with the customer regarding their concerns.   We appreciate the feedback and will be in touch to discuss further.   We can also be reached at ************@*****************.ca.

   

  Thank you,

  AutoCapital Canada

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have tried to settle with your customer service before.  As of this moment nobody has been in touch.

   

  contact me through this format and i want the head manager.  This would not have been happening if your emoloyee from september 29th minded her own business and did not contact my insurance provider.
  
  Sincerely,
  
  ****** *******

  Business response

  15/12/2023

  Good day,

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

  As has been previously stated, we do apologize for the delay from our normal SLA to provide the insurance refund to the customer and have issued a $50 **** gift card as a customer service gesture related to this aspect.   

  We do stand by the actions taken to have the insurance cheque initially issued in the name of both parties as this is industry standard for insurance cheques where this is an outstanding loan balance and lien held against the vehicle in question to ensure that the funds required to pay off the loan are applied and any residual balance is then issued to the customer.

  We wish the customer all the best in the future and are glad that they are happy with their new vehicle and loan.

  Best,

  AutoCapital Canada

  Customer response

  18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: they emailed me privately.  As per bbb, I asked them to respond here.  Instead they are not going to issue a refund to me based on this letter.

   

  it was initially a gas card now its a **** debit card.

  they cant even be consistent with what they are saying. I do not trustvqnything they are sending as itll probably take a tear to receive anything.

  i am really angry.  They owe me money industry standards or not.

   

  cover the orher 475 dollars for the rental and we will call it even for the hassles and headaches your company caused.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  18/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sold my car to a dealership where they issued a buy out cheque to autocapital. This was done on Oct 26 2023. Problem is that ac is taking random amounts of money out of my account. They are not entitled to anything as per letter of buy out and cheque accepted. With them taking money from my account unauthorized has created other banking fees. I expect the money removed from my account to be placed back in the account. As well needs to be reported to bureaus that account has been paid in full and closed.

  Business response

  28/11/2023

  Good day,

  Thank you for the opportunity to respond to this concern.  

  We have been in contact with the customer regarding the matter and are working to resolve and an refund has been requested for the additional payment taken regarding the account and we have offered to cover any associated bank fees.  We have also provided documentation stating that the account is now paid in full and closed.   

  For background on why additional payment attempts were made after receipt of the payout:  A payout quote was issued on October 26th for the amount of $22988.73 good through November 5th with per diem interest accruing after the good through date.   The payout cheque was received and posted on November 9th and therefore some additional interest accrued and the payout amount was not quite enough to cover this additional interest which resulted in the account staying open and payment attempts continuing.

  We apologize for any convenience this has caused and our Director of Servicing Operations is happy to assist if there are any additional challenges and has been in contact with the customer.

  Thank you,

  AutoCapital Canada

  Customer response

  30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: It has not been issued the refund via direct deposit. Waited 9 business days to receive nothing but lies. Sorry but direct deposit takes 24hrs not weeks. Still very unhappy as for not getting any returned emails as for where is my promised refund by direct deposit. ****** ******** **********
  
  Sincerely,
  
  ****** *****

  Business response

  30/11/2023

  Good day,

  We acknowledge that there are system challenges we are experiencing that has caused a delay in issuing the direct deposit as quickly as we had hoped and intended and apologize for the frustration this causing.  Our operations group is actively looking into the matter and we hope to have resolved shortly and refund issued.    Our Director of Servicing Operations who has had communication with the customer will continue to monitor the situation through to resolution and can be reached with any additional questions on the matter.

  Thank you,

  AutoCapital Canada

• Initial Complaint

  25/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 23 this company made a second attempt at taking a payment that was missed without discussing with me the next date for them to take out the payment missed or March 16. No contact from their company to make sure I would have the funds available in my chequing account. I had the money in my savings to move to chequing for an agreed upon 2nd attempt. ********************************************************************************** Maybe I needed to move my payment date? ************************************************************************ Without any contact!

  Business response

  24/05/2022

  Business Response /* (1000, 5, 2022/03/29) */ Good day, Thank you for the opportunity to respond to this concern. As stated by the customer, we attempted to pull a payment from the account designated by the customer on March 16th which was the contractual due date. This payment was returned NSF by their bank, and therefore, as is standard practice and provisioned for in our contract with the customer, attempted to withdraw the funds again on March 22nd which also returned NSF. The customer subsequently contacted us and advised us that the funds were available on March 25th and we set up another payment pull request at that time. This was the 3rd similar occurrence for this account, with additional bounced payments and second attempts in May and September of last year. We do try to provide courtesy calls when a second attempt is going to occur, however this is not always the case. It is the customers contractual obligation to ensure the funds are in the account they have designated for payment pulls on the payment due dates. We encourage the customer to monitor/diarize their payment dates and review the account balance levels periodically to ensure that there will be sufficient funds in the account to pull the contractually obligated payments to avoid situations like this in the future. If the customer would like to explore making changes to the payment dates for their account, we would be happy to speak with them about it and see what we can do to amend the loan details in such a way that will be helpful to the customer in ensuring the funds are available in the designated account on the due dates. Thank you, AutoCapital Canada Consumer Response /* (3000, 7, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once did they attempt a courtesy call after the first NSF was attempted. When they tried again I was not prepared for them to attempt it again. They called me after I made a complaint to the BBB. They contacted me twice that day and they still only called after the second attempt. ********************************* They say they tried. No they did not. I have call display and voicemail and have gone through my telephone records. I refuse to pay the second NSF fees for this one and thebother two months they mentioned. The first time they try and its not there.. I don't mind paying for that. In the other months that they mentioned the same thing occurred without a courtesy call. ***************************************************************** Business Response /* (4000, 9, 2022/04/08) */ Good day, Thank you for the opportunity to further respond to this concern. As previously stated, it is the customers contractual obligation to make their payments as scheduled and to ensure that sufficient funds are in the account that has been designated for pre-authorized payments on the payment dates. If the funds are not available when payments are attempted to be withdrawn, then a fee is applied by us in order to cover the additional costs of administering collection of the debt owed. This fee is outlined in the contract entered into between us and the customer when we financed their loan and the fees we have charged are valid and will stand. If a customer is not in a position to make a scheduled payment, we recommend they contact us and see if any arrangements can be made regarding the upcoming payment and we will see what we can do to help where possible. Ultimately, the onus is on the customer to monitor the designated bank account and take action as appropriate to ensure payments clear and to avoid any fees incurred. With respect to courtesy calls, the purpose of speaking to this concept in our original reply was to showcase that they are not something that are always done and should not be relied on by a customer as a reminder to ensure that they have sufficient funds in their account to make their contractual payments. Apologies for any confusion caused regarding the initial response on this topic. We encourage the customer to review their current bank account set up and review any services that their bank may offer in order to help prevent future instances. For example, if the customer is manually moving money between accounts prior to payment dates, then their bank may have a service whereby the transfers can be automated to help take the burden off the customer to need to ensure they transfer each time. Alternatively, the bank may offer an overdraft protection product or an option to cover any deficiency balances in the designated account required to cover a payment from a secondary account on their profile prior to them coding as an NSF. The options available would need to be discussed directly with their bank. As stated in the original reply, we would also be happy to discuss the option of making changes to the payment dates going forward if there are alternative dates that would help with ensuring that the funds are available on the payment dates. If the customer calls and speaks with one of our customer service representatives, they can review the account with them and see what options may be available. Thank you, AutoCapital Canada

• Initial Complaint

  23/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  See enclosed document. I am complaining that Auto Capital Canada has in the month of Feb.2022 withdraw a payment of $408.04 thus causing me a bank nsf charge of $48.00. I made arrangements with auto capital canada to defer this payment for a charge of $37.00 which was taken out of my bank acct..also I found out that because it was a new loan that that arrangement to have my payment deferred should have not happened. so I was told I would be refund the$37.00 +48.00. well that did not happen in the month of Feb. i asked when would the payment for Feb. be taken out of my bank acct.i received no answer. well just ******* my *** and *** went in my bank acct on the 24th of Feb.for the Feb payment was taken out bank acct that day. So I did not receive my $37 nor the$48 nsf bank charge in Feb. Now for the month of Feb.my payment was to be taken out on the 15th of March. l looked at my bank acct. on the 16th of March and two payment was attempted to be taken out..I had enough funds in my bank acct for one payment. the two payments was for $408.04 and 370.04.  when I called about these payment hey admitted that only one payment should have been taken out of my bank acct. the $37.i was told that it will be discussed with a management. well i never did get a call back nor email regard this issue. ******** ** *** I was charged another nsf bank charge of $48. Note where my complaint say for the month of Feb the payment was taken out on March 15, this should have read for the month of March my payment was taken out on the 15th of March. Note where my complaint say for the month of Feb the payment was taken out on March 15,this should have read for the month of March my payment was taken out on the 15th of March.

  Business response

  22/06/2022

  Good day,
  
  Thank you for the opportunity to reply to this concern and apologies for the delay in response to the BBB.
  
  We also apologize to the customer for this situation and acknowledge that an operational error occurred internally that led to the payment issue and associated fees. I am pleased to state that we have worked with the customer to rectify the situation and refund any associated fees in April of this year.
  
  The account with us is in good standing and refund has been issued to the customer. We, also in April, provided an account reconciliation to Legal Counsel for the customer per their request.
  
  Again, we apologize for the operational error on our part and assure that customer that the situation will not lead to any impact on interest rate or otherwise for their account with us. We look forward to continuing to finance the loan for this customer and should there be any additional questions or concerns, we welcome them to contact our customer service department who would be happy to assist.
  
  Thank you,
  AutoCapital Canada

  Customer response

  22/06/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Have been satisfactory corrected my complaints.

• Initial Complaint

  16/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got loan though auto Capital, I upgraded my vehicle, the new dealership got better interest rate, so the dealership bought out my old contract, in the time being my car payments cover by insurance I purchased, so when my payment been cover and the car bought out Auto capital owe me refund, the have say to me refund within 5 weeks, now am in 8/9 weeks and no refund yet, and getting same answers over and over, *** **** ****** accounts are hard to get hold of, ***** ** **** ** ******** I just want my refund stop with the lies

  Business response

  29/03/2022

  Good day,
  
  Thank you for the opportunity to respond to this concern.
  
  In this situation, we acknowledge that we did not issue the refund as quickly as we would have liked or in line with our SLA. We apologize to the customer for the inconvenience and frustration the delay in providing the refund has caused and will use this as an opportunity to review the related processes to see how we can ensure a more timely payment going forward.
  
  In this instance, the loan was paid out January 20th leaving an overpayment to be refunded. We issued the refund via direct deposit on March 15th which was roughly 2 weeks longer than the SLA provided.
  
  As mentioned above, we will be providing feedback to the department responsible for handling these payments and thank the customer for their patience and their feedback that will help us improve how we serve our customers.
  
  We hope that the customer enjoys their new vehicle and hopefully will have the opportunity to serve them again in the future.
  
  Thanks,
  AutoCapital Canada
  

  Customer response

  05/04/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Just like to say thanks to Steve the CEO for stepping in and taking care of the situation, refund was issued *** **** ** **** *** ******* ** gift card he is going to send me, for the situation that occurred
  Thumbs up for Steve (5 star)
  
  Thanks  

• Initial Complaint

  14/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sold a car to dealer who couriered money to lending company to pay it off. Chq was delivered but they did not process it quickly so I had to charge to my credit card 2 payments to protect my self. Now, the extra $ they have over my total loan balance will take at least a month to be mailed to me. I will have to pay my credit card by then. They took my monthly payments automatically out my bank all along, and my credit card instantly, but now I must wait over a month for them to mail me $600. I would like the money they owe me efficiently as they took it. Thank you

  Business response

  21/01/2022

  Good day,
  
  Thank you for the opportunity to respond to this concern.
  
  In this situation, we provided a payout quote to the dealership on November 16th of last year. The dealer then sent a cheque on December 22nd which was received and posted by us on January 7th. In the interim, the customer did make a payment via our secure portal on January 6th to cover the delay in the dealer cheque coming in.
  
  Our Director of Servicing Operations has authorized a direct refund on January 17th via the secure portal for the extra payment received and customer should have received that by now. Any remaining overpayment amount is being handled by our operations department and timelines for receipt by customer have been communicated to them.
  
  We appreciate this customers business and their patience as we continue to work through the pandemic and related restriction that are in place that impact operations and related timelines.
  
  Thanks,
  AutoCapital Canada

  Customer response

  03/02/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  25/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Oct 4 I updated my bank information to a new bank for my automatic car loan payments with Auto capital 5 days before a payment was due. A rep over email confirmed and asked me to give direct deposit form via email. I did immediately. Rep said banking is officially updated. AC withdrew from my old account where there were no funds as they had been moved into new account. This resulted in a $45 NSF fee and a missed car payment. Auto withdraw was attempted again a few days later, from the wrong account. Another $45 fee accrued with my bank. Finally for the next car payment, as there is one every 2 weeks, it came from the correct account. I then received an email from auto capital saying they are going to charge me $90 in addition to my usual $171car payment as late fee. The rep has not acknowledged this fee. Only the 2 $45 NSF fees from my bank and said in 3 weeks will be refunded. AC is making me pay $81 in interest to defer my missed payment or I will be penalized. Still no resolution

  Business response

  24/05/2022

  Business Response /* (1000, 5, 2021/11/02) */ Good day, Thank you for the opportunity to respond to this concern. We apologize for the frustration that our customer has encountered with respect to the changing of the bank account on file and related transaction issues and fees that have occurred. Our Director of Servicing Operations has been in contact with the customer and has made arrangements to rectify. We have waived all related fees and have made arrangements for a refund to be provided for the NSFs. In addition, we have approved the payment deferral they have requested and made the requisite updates in our systems. Again, we apologize for the frustration and trust that the remedies we have taken will be satisfactory. Best, AutoCapital Canada

• Initial Complaint

  08/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a debt that auto capital canada sold of to a debt collector in 2019. The debt has been paid in full with a release letter on july 31 2019. They keep calling ***************** me about it. And when i tell them that i have a letter releasing me of the debt they say ok disregard this call. Then the next day I get Atleast 2 calls for them regarding the same debt. And when i ask for a manager they say there is none in the office at the time. **********************************

  Business response

  24/05/2022

  Business Response /* (1000, 5, 2021/10/27) */ Good afternoon, Thank you for allowing us the opportunity to respond to this concern. I am pleased to report that the necessary steps have been taken (in early October) to rectify this situation. There was a timing issue related to the account coding and receipt of notification of a payout which caused the loan to not close properly initially. Once informed, we took the necessary steps to fully close the account and have provided confirmation via email to the customer that the account has been closed out. We apologize for the extra calls the customer received related to this loan related to the closure issue and are pleased that we were able to rectify in a timely manner. We look forward to hopefully having the opportunity to serve this customer again in the future. Best, AutoCapital Canada

*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. ↩