ComplaintsforAC Auto Pay

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with AC Autopay, a company I have been dealing with since March 2024. Initially, I was promised a 30-day extension, which I accepted in good faith. However, despite this arrangement, AC Autopay reported a late payment to all three major credit bureaus, which has severely impacted my credit score.Since March, I have made numerous phone calls in an attempt to resolve this issue, each time having to explain my situation repeatedly, which has been both time-consuming and distressing. Despite assurances from a representative named ****** that I would be contacted to address my concerns, I have yet to receive any follow-up communication.To resolve this matter, I am requesting the following actions from AC Autopay:1. **Immediate correction of my payment record**: The negative and past due payment reported to the credit bureaus must be removed. 2. **Refund of any fees**: Any fees associated with the misreported payment or the handling of this situation should be refunded to me.3. **Adjustment of my payment due date**: The payment due date should be corrected to reflect the agreed-upon extension.This situation has caused unnecessary stress and has had a detrimental effect on my credit standing. I expect these issues to be addressed promptly and professionally. Please contact me at your earliest convenience to confirm that these actions have been taken.Sincerely, *************************** ************

  

  Business response

  09/09/2024

  Thank you for the opportunity to address this complaint.
  
  We apologize for the delay in response as we have been doing all we can to fully research this matter, which required reaching out to the servicer of the loan.
  
  We are still working to get a complete resolution for this issue. However, as of currently, we were able to confirm that there was an issue getting a deferment/due date change, yet the account was marked as delinquent. The delinquency was never 30 days so it would not have been reported to any credit bureau. We are confirming as to whether or not late fees were applied. If so, we will have these waived.
  
  Should the customer have any questions or concerns, we would love to assist him and we invite the customer to give our escalations line a call at ************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Autopay offered a lower APR than my current loan. I was then lead into a HARD inquiry even though they "soft pulled" my credit to give a comparison offer. Once I fully applied for the loan they then gave a misleading offer and stated the original offer was "non existent". They wanted a new down payment of over $9400 which would be 35% of the loan. This is something they could have mentioned prior but instead BAITED AND SWITCHED. Bait and switch in the state of ** is illegal and I am sure it also is elsewhere. They falsified numbers and then lied stating those original numbers are only by "lending tree" even though its signed and dated by their CEO. Here is the law "Georgia's Fair Business Practices Act (FBPA) prohibits deceptive advertising practices, including bait-and-switch, and applies to businesses that engage in consumer transactions. Bait-and-switch is a type of automobile fraud that involves advertising a specific car make or model or financing terms, and then claiming that it is no longer available" They have obviously violated the law and I would like to have the hard inquiry removed from my credit. This company needs to be investigated and handled. Thank you.

  

  Business response

  08/30/2024

  We appreciate the opportunity to review and address this customer feedback. At ********************, we strive to provide full transparency regarding the application process and are disappointed to review this customer may not have received such at this time.
  
  A member of our management team contacted this customer to discuss their concerns by phone, and we are disappointed to review this customer does not wish to proceed with the offer presented. The customer submitted two applications with full authorization to pull credit. As a third-party broker, we must submit the application to a lender for final approval. The lender must conduct a credit inquiry to find out the best possible offer to extend to the applicant.
  
  All pre-qualification estimates in the mail are presented with disclosures printed on the back, to advise our customers that they must apply for the offer and are not guaranteed.Additionally, we provide all disclosure in the Terms and Conditions to which the customer must select I agree to proceed and on our website FAQ.Pre-qualification estimates are based on limited information and once a lender conducts a credit inquiry, they recalculate numbers according to their guidelines.
  
  While we are saddened to review this customer feedback, there were no other offers within our lender network that best met this customers financial goals. We are unable to remove any credit inquiries due to the agreed-upon terms and service provided. We invite this customer to give us a call with any additional questions at ************ and we would be happy to assist them. Our hours of operation are Monday Friday 7 Am 7 PM and 9 AM- 5 PM Saturday, with no hours on Sunday. 

  Customer response

  09/03/2024

   
  Complaint: 22214223
  
  1. I am rejecting this response because: It does NOT matter that its considered a PRE-QUAL letter. Your company has mislead THOUSANDS of people. Dishing out offers via mail that state 10%+ lower APR's and then not honoring them to an EXTENT is not right. Also, I contacted your support team prior to this and they hung up mid phone call once I stated that your sales team was unprofessional and the woman (management)  whom I was speaking to was cutting me off even though I was the one giving a complaint.. 

  2. The back of your letters does not clearly state that there will be an EXTREME change. all it states is that you MIGHT have to include collateral. So lying in your response is even more hilarious. 

      Another issue is that when you're in contact you never state that the offer wont be "Honored" until one of your sales employees state the original "offer" doesn't exist at ALL. But that wont happen until he dodges that question and hard pulls your credit and does "numbers".

  3. The key issue here is that the CUSTOMER will be mislead until the last second and that is when the loan offer terms are brought up (read above). From there you will BAIT AND SWITCH..

  Just because you sent a prequal letter doesn't mean you can include "terms" that make zero sense. None of the terms on your letter full state there is a chance there will be EXTREME change.

  4. Obviously you guys are extremely untrustworthy and I seriously hope you lose every bit of business that you have. Look at your business reviews and then come back and give me a personal response rather than a corporate copy and paste.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a request with Autopay through their subsidiary brand Tresl to refinance my auto loan. I worked with ******************* and asked very specifically about the lender's terms on late payments. **** did not provide an answer and said I could get this information from Flagship. I was not provided with a way to contact Flagship even when I asked when I would get information from them. I was requested to sign my documents on the phone which placed a lot of pressure on me to commit without giving me the proper time to review anything. Also, without providing any information on the policies that I had questioned **** about. Once I was finally able to speak with Flagship after having to sign the documents. I found out that the loan would charge $10 per day after the due date. There is no grace ******* This was asked specifically because it was a deciding factor for me. My original loan has not been paid off by Flagship or Autopay. I advised **** that I would not like to move forward. I asked for a supervisor and was told I would be called back but he did not know when. I have sent emails to them for confirmation that any payment to their company has been returned to refinance my vehicle has been returned. They have stopped responding and it appears that they are avoiding resolving this for their own benefit. They appear to be disregarding my right to rescind before funding. I have not received any funds and have instructed them to return any funds they have received for this loan. I would like written documentation that this is resolved.

  

  Business response

  08/13/2024

  We appreciate the opportunity to review and address this customer concern. Our goal is to provide an excellent experience for our customers, and we are disappointed to review this feedback.
  
  A member of our management team contacted this customer to discuss their concerns by phone and provided all requested information. This customer has requested to stop the refinance process to resolve this complaint. After a thorough review of the customers application and experience, we agree that ceasing the refinance process is an appropriate resolution for this customer and are working with the customer to facilitate the requested resolution. Again, we are disappointed we could not assist this customer at this time and we thank the customer for their patience and understanding as we work to resolve this matter.
  
  Should this customer have any additional questions or concerns, we invite them to reach our escalations line at ************** and we would be very happy to assist them.  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

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about 8-2-2024 I received letter from Autopay to refinance my 2017 ****** 4 Runner( which this is the second time I was offered and applied) the letter states they were excited to inform me due to my excellent credit they could refinance me at a lower rate and a lower payment than I was paying now. I enformed them before that I was trying to lower my Interest to save money. They took my information which hasn't not changed turned it in (hard hit on my credit report) to turn around on 8-9-2024 offer me a higher interest rate than I'm paying now and to extend my loan. I feel they used deceptive means and speech. They need to change this for consumers. I tried calling and explaining this. I feel they are fishing in hopes that some people don't understand financing to well. Thanks

  

  Business response

  08/13/2024

  We appreciate the opportunity to review this customer's concerns. We strive to provide full transparency to our customers by presenting 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 however, we have been unsuccessful in reaching them.
  
  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 at 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 are able to 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 they qualified for.Due to the authorization received when the application was submitted, we are unable to remove any credit inquiries.
  
  We have removed this customer from our mailing list and placed the application on a do-not-contact status. If the customer has any additional questions, we invite them to call our main 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

  08/16/2024

   
  Complaint: 22118424
  
  I am rejecting this response because: the letter stated they could lower my interest rate due to my excellent credit. They said they are transparent but they didn't explain this when I stated what I was trying to accomplish. They came back with over 2 points over my current interest rate and extended my loan for two years. Nothing about it would have saved me money. There letter is deceptive and only after the fact are they explaining the situation which is shady business practices! I feel they shouldn't have followed through when I explained what I was trying to accomplish and this was the second time this happened.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  7/17: applied for refinance, and supposedly approved discussed terms and determined the application included husbands income which would need to be updated. Was told there was no issue and lender still approved. 7/23: received and signed documents to finalize loan. i have the final contract to provide with dates matching that the papers were provided AFTER a denial was sent to me. it wont let me upload due to size. was told everything was finalized and pay off to my old lender would happen within the next few weeks. 7/27: I receive denial letter from new lender stating income requirements. I followed up with Autopay to see what is going on since the week previous i signed paperwork and this was a done deal. 8/5: after trying to contact autopay multiple times with no response, i contact the new lender who confirm the application is indeed declined. i contact the main Autopay number and wait all day for them to call me back to confirm my findings and what the loan specialist told me was incorrect. Now due to this additional hard inquiry, my credit score has dropped another 14 points and puts me in a position where refinancing doesnt work to my benefit. additionally, i had to uncover their mistake which could have put me in a poor position. they should not be allowed to lead customers to believe a deal is done when it in fact isnt. They lied and I only found out from my own efforts.

  

  Business response

  08/07/2024

  We appreciate the opportunity to review this customer's concerns and are saddened to review the feedback presented. A member of our management team has contacted the customer and they have agreed upon a resolution. We are working the file to get her and her husband approved with the lender.
  
  Should this customer have any additional questions or concerns, we invite them to contact our escalations line at ************ and we would be happy to assist them!
  
  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a mailer from this scam company for a refinance at a lower rate of 5.02% for my car. The rate is currently 6.24%. I applied and complete the process, have my credit pulled, and I get a text from the company. I ask what the rate is and he says 7.29%! What the heck?! Why would anyone refinance anything at a higher rate? And why send me a false mailer to promote that? Its a waste of time and a scam and I want my credit check reversed with the 3 credit companies. I also do not want any type of contact from this company, no mail, no email, no messages of any kind.

  

  Business response

  08/05/2024

  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. 
  
  ******************** 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 at 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 are able to 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 process with the offer she qualified for. If the customer has any additional questions, please call our main line at ************.
  

  Customer response

  08/07/2024

   
  Complaint: 22080580
  
  I am rejecting this response because I disagree with the businesses response and service, and think they are still fraud.  They are by no means transparent in any sense and need to work on their marketing/advertising to be transparent.  
  
  Sincerely,
  
  **************;

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted autopay at the end of May, had an approved agreement through them with me only needing to sign the paperwork. I don't have a printer so they mailed me the documents. However they mailed another customers documents to me and when I notified them I was instructed to discard them. Not until the 26th of June was I contacted about missing documents. The 28th was last day of the agreement. Due to their negligence and the mail system the lender revoked the agreement and refuses to reinstate it since my credit, which was run 3 more times without my approval, is low for them to approve it again. I've been waiting since then to have them fix the issue, with them only relaying there's nothing they can do. Confused how they can negatively affect your credit, but cannot undo what they did. As of now they was to wait and rerun my credit again, which in my opinion is unacceptable at this point.

  

  Business response

  07/31/2024

  At Autopay, we strive to provide the best experience possible and are saddened to review this customer's experience. Members of our management team have discussed this customer's concerns by phone and are unable to provide this customer the resolution they are seeking.
  
  This customer was presented with an offer from one of our lenders which is only valid for 30 days. In this specific case, we were unable to obtain the information required by the lender within the allotted timeframe. Authorization to pull credit by our lenders is granted when the application is submitted, and after further review by lenders within our network, we are unable to find an alternate offer.
  
  We apologize for any inconvenience this has caused and the customer will receive additional information in the mail from our lenders. Should this customer have any additional questions or concerns, we invite him to reach 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

  08/01/2024

   
  Complaint: 22066409
  
  I am rejecting this response because:
  

  Failure to do business on their part in a timely manner should never effect the results of my application. Their employees failed to do their jobs and I'm the one who is punished for it. I had an accepted deal with a lender. Failure to send me the proper documents in the 30 day window is in no way my fault and should in all situations be the company who is liable. While they just say there nothing they can do, but they can continue to process your credit. Ridiculous.
  Sincerely,
  
  *****************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They are a scam company. I called them from an ad I got in the mail. Told me they approved my refinance request, then told me they couldnt help me. They called me 4-5 times keeping this along during work hours when I expressly asked them to only call between noon and one.

  

  Business response

  08/08/2024

  Thank you for the opportunity to review this customer's concerns. A member of our management team contacted this customer, and we are happy to assist her in knowing the details of the offer received.
  
  Two applications were submitted to us, one application was closed prompting an automated email notification that confused the customer. The second application received approval, and a loan specialist presented her offer during the hours requested by this customer. The approved application was closed, as the customer was unable to provide the required stipulations requested by the lender who extended the approval.
  
  We sincerely apologize for any confusion this has caused and are disappointed we could not assist this customer at this time. We invite this customer to reach out escalations line at ************ with any additional questions. 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

  08/13/2024

   
  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

  07/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company, without my explicit consent ran my credit on two occasions when just browsing different car refinancing rates. I would like them to remove the hard inquiries as I did not authorize them.

  

  Business response

  07/31/2024

  We appreciate the opportunity to review and address this customer feedback. Our goal at ******************** is to provide full transparency to our customers and we are disappointed to review this customer's concerns. We received this customers application directly through the website, with full authorization for a lender to pull credit.
  
  We are a third-party broker who works with a network of lenders to find the best potential offer for our customers. When the customer applies online, they must select I agree to our terms of use, which includes authorization for a lender in our network to conduct a credit inquiry. Once a lender reviews the application, numbers are recalculated to determine the best potential offer the customer qualifies for.
  
  In this case, two applications were submitted to us. One application was closed, without any credit inquiries conducted. Only the primary application was sent to the lenders in our network that best met the potential to receive final approval,which resulted in multiple inquiries.
  
  This customer was approved by a lender and declined to move forward with the offer received. We are saddened to review that this customer is no longer interested in working with us, and has been placed on a do not contact status per his request. Due to the agreed-upon terms and the offer received, we are unable to remove any credit inquiries at this time.
  
  Should this customer have any additional questions or concerns, we invite him give our escalations line a call at ************** and we would be very happy to speak with 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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company advertised auto loans as low as 4.94% on a 48-month loan for weeks on Credit Karma. When I applied with excellent credit, I was offered a much higher rate. When I complained about the rate, the loan officer told me they arent able to offer lower than 6.5% to anyone right now, regardless of credit score and even on a brand new vehicle. That is bait and switch. Why does their ad say they can go as low as 4.9% if no one can get that loan rate? I have screen shots of their offer when I applied last week and today. What a complete waste of time.

  

  Business response

  08/02/2024

   At AUTOPAY, we strive to provide the best experience possible. As such, we appreciate the opportunity to review and address this customer's concern.  A member of our management team has attempted to speak with this customer; however, we were unsuccessful in making contact.
  
  Prequalification estimates on Credit Karma are based on public and limited information available, they are not guaranteed offers. These estimates are recalculated by the lender once an official credit report is pulled and an offer is made. AUTOPAY is a third-party broker who works with a network of lenders to find the best potential offer available in the market today. When an application is completed and authorization to pull an official credit report is provided, we then submit the application to lenders in our network who would have the highest likelihood of providing an offer. Once a lender receives the application, they go through their process to determine the best offer to extend to the customer after having first pulled and reviewed an official credit report. It is only at this time, after a credit report has been pulled and if an offer is made by a lender, that we would know the specific numbers that the customer would be approved for.
  
  While this process has been successful in assisting many customers with their auto financing journey, there are times when we are unable to obtain an offer that benefits the customer. We are saddened that we were unsuccessful in obtaining an offer that suited this customers needs.
   
  We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at her convenience at **************. 
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday.

*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. ↩