Complaints

This profile includes complaints for AC Auto Pay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

AC Auto Pay has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  AC Auto Pay

  1147 N Broadway Denver, CO 80203-2106

  
• 

  AC Auto Pay

  8055 E Tufts Ave Ste 1100 Denver, CO 80237

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four soft inquiries on my credit report within 3 months. Who are these people and why are they checking my credit so much?

  

  Business Response

  Date: 01/04/2023

  Thank you for the opportunity to address this complaint.
  
  A member of our management team has reached out to the customer to discuss his concerns. The customer advised that he was concerned about inquiries being made into his credit without his knowledge or authorization, however AUTOPAY does not have an application for this customer. The customer stated he would reach out to the appropriate credit bureaus if and as needed. 
  
  The customer has the manager's contact information and will be reaching out directly should he have any additional questions or concerns.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my vehicle, using Autopay, in September 2022. I have no problem with the service provided at the time, however, I am still waiting for the *** to obtain the title of my car from Autopay to my new servicer. Unfortunately my car was in a hurricane and deemed a total loss and I have been waiting since the end of September to have this resolved. My insurance company cannot payoff the loan because there seems to be some issue with the title. So at this point, I am racking up additional interest charges on a loan that should be paid off but cannot be paid off because the *** can't seem to get the title from Autopay to update the lienholder and send the title to them. I would like to know exactly what is going on and have it corrected ASAP.

  

  Business Response

  Date: 01/11/2023

  Hello and thank you for the opportunity to address this complaint.
  
  This deal was made at the end of September and the paperwork was compiled late October. The paperwork was then sent to the *** within a few days. A month later there was an error with the paperwork and it was sent back for correction early November. It was sent out again in November and then the *** sent it back to fix another error in late November. The third attempt to send to the *** was in December and it is currently in processing. 
  
  We have contacted the member and have given her a full synopsis of the history of her account. She was satisfied with the communication. We advised that we are now waiting for the *** to process and it may take another month.
  
  We do wish to be of any additional assistance that we can be throughout this process should the customer have any questions or concerns. We invite the customer to give our escalations line a call at ************ and we would be happy to assist her!
  
  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 Answer

  Date: 01/18/2023

   
  Complaint: 18678616
  
  I am rejecting this response because:

   

  This has still not been resolved. The response that you cant submit a perfected title properly and the *** keeps rejecting it is a joke. As an auto loan business, you should be able to properly submit a title the first time.
  

  I am being charged interest on a loan I should not even be paying. At this point, I am now going to be upside down on the loan and what should have been a refund to me on this vehicle is going to be me paying way more on a vehicle that should have been paid off in October. It is now almost the end of January. I no longer want a phone call but a refund of the payments I am making while your company figures out how to do their job. Absolutely unacceptable for a business to play with peoples time and money like this.
  
  Sincerely,

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

  

  Business Response

  Date: 02/08/2023

  Our primary goal here at AUTOPAY is to provide the best experience possible while assisting our customers with their auto financing needs. This includes facilitating the perfecting of titles. While we do all we can to avoid complications in the title perfecting process, unfortunately obstacles can arise which may require additional action needed for the *** to complete the perfecting process. Such was the case for this customer.
  
  We have been working with the customer and the *** to get this title perfected as quickly as possible. We have sent the title to the *** as well as additional paperwork which they have recently requested. 
  A member of our titles team has reached out to the customer to provide updates as they come. The customer has direct contact information for our titles team should she have any additional questions or concerns. If the customer would like we also invite her to call our escalations line at ************ at her convenience and we would be very happy to assist her!
  
  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

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I researched and found Autopay on Bankrate.com when searching for a car loan. Autopay advertised new car loans at ****% APR. I called Autopay to get additional information before allowing them to pull a hard credit report. I specifically inquired what was necessary to qualify for the ****% rate. I was told that the guidelines to qualify for the rate are a high credit score, income and employment history (tenure at current employer). I then asked what qualified as a high credit score was was told 800s / between 825-850.Based on these representations and their information on Bankrate and their website, I submitted a formal application and authorized a hard credit pull. I was approved for loan (App ID ************** on December 1, 2022 and assigned a loan agent, ***************************. After exchanging multiple messages with ********************, I was advised that Autopay could only give a rate of ****% -- over twice the advertised rate. My credit score was 875, my income was more than sufficient, and i have been employed by the same company for 18 years. I strongly feel that Autopay is operating a bait and switch business and has misleading advertising that likely violates the consumer protections laws of multiple states. Autopay should be prohibited from advertising ****% rates. Further, Autopay should be required to honor the rate advertised.

  

  Business Response

  Date: 12/13/2022

  Hello and thank you for the opportunity to address this complaint. 
  
  The rate presented on Bankrate was a pre-qualification estimate based on limited information. The factors presented to the customer were provided as general factors that our lenders consider and were not exclusive. 
  

  While certain rates may be available in the market, these rates are based on certain criteria by certain lenders and are never a guarantee. Once additional information is obtained through a completed application and an official credit report is pulled and reviewed by the lender, these estimates are then adjusted according to what the lenders can provide. Unfortunately, even if an offer is made, it may not always meet the customer's needs. Such was the case for this customer at this time.
  
  A manager has reached out to the customer to discuss his concerns and explain the process. The customer communicated that he has since found financing for his purchase through another party. The manager then suggested that the next best possible resolution may be to refinance. Due to recent increases in interest rates made by the **************** it was suggested to the customer that he allow 3-6 months for interest rates to lower prior to refinancing.
  
  The customer communicated that he was displeased with the overall experience and would remain so unless we could provide him with financing at a ****% interest rate or close thereto. Unfortunately we would be unable to provide financing for the customer's purchase as he has already financed elsewhere. We would also be unable to guarantee any specific interest rate for a refinance as the lender is who makes that determination based on current rates set by the **************** As such, we would be unable to accommodate the customer's requests at this time.
  
  We are disappointed in this outcome as it was not what we had anticipated. Again, our primary goal is to provide the best customer experience possibly by assisting our customers with their auto financing needs. We are saddened that we were unable to assist the customer with this goal.
  
  We do wish to assist the customer in any way we can, including looking into refinancing if and when the customer is ready to refinance. Should he wish for further assistance or have any additional questions, we invite the customer to give our escalations line a call at ************** and we would be happy to assist him!
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website said I would have a "Outstanding" chance of getting my car loan refinanced, but it took less than 2 minutes to decline me. They did a hard-hit on my credit report which is now going to drag my credit score lower when I wouldn't have tried if they hadn't said I had such good chances of getting it. Predatory Advertising and flat-out lies about chances at approval when they had my soft-********** info from Credit Karma.

  

  Business Response

  Date: 12/09/2022

  Hello and thank you for the opportunity to address this complaint. 
  
  While at first were unable to obtain an offer, one of our lenders became available and was able to provide an offer. A loan specialist has reached out to the customer to go over the offer and will be in contact with the customer throughout this process.
  
  If needed, we also invite the customer to give our escalations line a call at ************** and we would be happy to assist him!
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a letter in the mail for auto refinancing. So I called he company which is autopay , I did tell them I didnt want to put a hard inquiry on my credit report if I wouldnt get approved. They told me they can check to ensure wether I will. Get approved or not then continue with running my credit which they said I would get approved. They ran my credit got approved but couldnt give me a better interest rate from what I had which was one of the reasons I didnt want to touch my credit right now. If I wouldnt get approved for refinancing and better interest rate. I did tell the representative multiple times before running my credit but I spoke to a manager to review calls and they just said we didnt hear anything about your credit Which their calls are recorded. I need help so u guys can review th calls so it proves I was telling he truth to get this hard inquirys removed from my credit report . I was miss lead and scammed

  

  Business Response

  Date: 12/07/2022

  Hello and thank you for the opportunity to address this complaint. 
  
  During the conversation between the AUTOPAY representative and the customer, the representative explained that we would be able to use the information obtained for the application to identify if there was a likelihood of getting an offer from a lender. The representative also advised the customer that his credit would only be affected after the application was submitted to a lender for obtaining an offer and they (the lender) pulled an official credit report.
  
  Toward the end of the call, the representative advised that there was a high likelihood of us receiving an offer based on the information provided. The representative then asked the customer if we had his authorization for pulling credit, to which the customer agreed. The representative then explained that the application was complete and would be sent to a lender to pull credit and see if an offer could be obtain, which the customer again agreed to.
  
  We are unable to know for certain if an offer can be obtained until after the lender pulls an official credit report. Even with high likelihoods, there are occasions where the lender is still unable to provide an offer that benefits the customer, which unfortunately was the case for this customer.
  
  We are disappointed in this outcome as it was not what we had anticipated. Our primary goal at AUTOPAY is to provide the best customer experience possible while assisting our customers with their auto financing needs. We are saddened that we were unable to meet this goal for this customer at this time.
  
  A manager has reached out to the customer to discuss his concerns and answer any questions he may have. During the conversation the customer stated that he understood the process but still wanted the inquiry to be removed. The manager explained that we would be unable to have the inquiry removed as we did receive his authorization to pull credit and submitted it to a lender per his request. The customer then communicated that he would remain dissatisfied as we were unable to accommodate his request to have the inquiry removed.
  
  Again, we are disappointed in the outcome of this experience. While we were unable to obtain an offer that would benefit the customer at this time, we do wish to be of assistance should he have any additional questions or concerns. We invite the customer to give our escalations line a call at ************** and we would be happy to assist him!
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never solicited business with AutoPay or any of their affiliates for a new vehicle or to re-finance an existing vehicle. I received multiple hard inquiries to my credit report from various credit companies ***** Federal Credit, Xactus, AXOS, and Credit Plus) that I am being told were initiated by AutoPay to re-finance a 2017 ****** Maxima. I do not own a 2017 ****** Maxima nor do anyone in my immediate family own a ****** Maxima. Contacting AutoPay multiple times has been a waste of time. The representatives I have spoken to have all been unhelpful as I tell them that either someone has obtained by information and requested credit OR they have illegally requested a third party company pull my credit. Either way I have never heard of or initiated any business communications with AutoPay or the affiliates that they attempted to secure credit under my name.

  

  Business Response

  Date: 12/02/2022

  Hello and thank you for the opportunity to address this complaint.
  
  AUTOPAY received an application for refinance from this customer on 8/30/2022 coming from ********** with authorization for pulling credit.
  
  A member of our escalations team has reached out to the customer to discuss this complaint and explain the process. It was identified that the customer had applied with ********** through Credit Karma. The customer insisted that he did not submit an application through Credit Karma. 
  
  The customer was advised to file a police report for identity fraud then provide it to AUTOPAY. Only when a police report is received will we be able to work towards having the inquiries removed.
  
  Should the customer have any additional questions or concerns, we invite him to give our escalations line a call at ************** and we would be happy to assist.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this company to process a lease buy out on a vehicle. They were supposed to coordinate the necessary paperwork with ******* the new lender and my local DMV. I started this process in June of 2022. The loan was funded in July. I have contacted this company numerous times for a company of the new title and get a new excuse most times and now I can't even get a person on the phone or to return my calls.

  

  Business Response

  Date: 12/02/2022

  Customer obtained a Lease Buy Out loan with ************************* through Autopay on 7/13/2022, the payoff sent on 7/15/22, and on 8/10/22 when we checked in with ****** for the title paperwork was still in processing and we were told it would take two weeks. We did not receive the docs from ****** (Lien release and Paid in full letter) before the vehicle suffered a total loss and on 9/28/22 we reached out to ****** gain, and they sent us part of what was needed next day.  On 10/11/22 we received the rest of the documents we needed from ******.  A title agent spoke with ************ an informed her the paperwork would be at the *** on 11/7/22, this did not happen as we realized we now needed a new BOS and ODO statement from ******.These were received on 11/22/22 and assigned to a senior agent for processing but was not sent immediately and this was an internal error that caused this delay.  This is now resolved and the documents are sent to the *** for processing as of 11/30/2022.
  
  An Assistant titles manager communicated with ************ and she requested a copy of title and paperwork sent to the *** so that she can move along her total loss claim.  The assistant manager confirmed the email address where she would like the copy sent. She has now received the documents and is satisfied with the resolution.  The estimated processing time in the customer state is 21 days. 

  Customer Answer

  Date: 12/08/2022

   
  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

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18/22 I submitted an application to Autopay.Less than an hour later I received a "Real-Time Credit Inquiry Alert" from Experian Identity Works. Autopay's website states "Only when you choose an offer to submit for lender approval, does AUTOPAY run a hard pull against your credit which may affect your credit score." On 11/22, I called ***** left a message, then called Autopay. A woman asked me to hold. I was hung up on. I called back, a man said he would ask **** to call. At 4:30 pm, **** called and asked the make/model of my vehicle and the payoff. I uploaded that info and ALL documentation requested on 11/18. I told him I was looking for a competitive interest rate and made it clear I was waiting on HIM, as I did not want to apply several places and bring down my credit score. I heard nothing the rest of 11/22 or 11/23. On Friday, 11/25/22, at 12:46 pm, I left a message for ****. On Sat, 11/26/22, I called **** and left a message. I called Autopay to confirm **** was at work. He was, but I heard nothing from him. On Mon, 11/28 I received texts from ****: "I have been waiting for my lender. The updated approval is pending issuance from my lender. Once it is i will be in touch". On 11/28 at 1:55 pm, **** called to say he needed a picture of my odometer and a new payoff letter because the one he had expired. He said, "luckily the banks we use will let you finance for up to 96 months, so we can get your payment really low". I reminded him I wanted a competitive rate. I told him I want a shorter loan with low interest and I filled out the app at Autopay because rates are advertised as low as 2.9%. I told him I was confident our bank would give me a loan with 5-5.5% interest. He said I should get a loan through my bank because he would not meet or beat their rate. I wasted ten days with this scam of a company thatcompleted a full credit inquiry - despite stating they do not until you choose a loan.

  

  Business Response

  Date: 12/06/2022

  Hello and thank you for the opportunity to address this complaint.
  
  A manager has reached out to the customer to discuss her concerns. During the conversation the customer communicated that we had addressed her concerns.
  
  Should the customer have any additional questions or concerns, she has the manager's contact information and will be reaching out directly.

  Customer Answer

  Date: 12/10/2022

   
  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

  Date:11/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 18, 2022 my car was stolen by a man claiming to have a repo order from ac autopay for my vehicle. He was abusive and threatening and said he was going to run me over so I called police. The police forced me to let him to take my car. They refused to let me get my things out as well, including my deceased mothers jewelry and last will and testament, stating I would need to wait on the notice I'd receive after the repossession. I of course never received anything from them. I don't owe ac autopay money and they never had a security interest in my car let alone a valid (or invalid for that matter) lien on my title. They are an aggregator that my husband tried to use for a refinance. However, they sent the wrong payoff amount, charged sales tax stating he purchased the car from them when he didn't, and failed to remove my name from the title to complete title work and the lender closed the account and reported it as paid in full on my husband's credit report in January 2022. The contract has no account info, is dated over a month before they said they completed paperwork, listed it as a sale including illegally charging sales tax, again they never took me off the title while i had nothing to do with the loan,and THE CONTRACT WAS NOT WITH AUTOPAY BUT WITH A CREDIT UNIION. The lender closed the account because it wasn't a valid contract. We were told by autopay rep that they don't repo cars and we were asking the wrong people where my car is. We have no idea where it is or where our belongings are.We've heard nothing from anyone about any of it.They stole my car. I have verified who the lienholder is and it is listed as the original lender, who did not repossess the car, as we no longer owe them money.They reported the repo on his credit report and we disputed it as fraud and transunion investigated and deleted it from his file.

  

  Business Response

  Date: 11/18/2022

  Thank you for the opportunity to address ****************** complaint.****************** applied for a loan to refinance an existing loan on his 2016 ******* Sonata through Autopay Direct on October 31, 2020. This application resulted in an approval by Premier ******************** and a contract for the loan was presented to ******************. The executed copy of that agreement and related documents is included with this response. The first payment date for that loan was set for December 18, 2020. This loan was funded and serviced by the credit union. Autopay facilitated completing the payoff of the old obligation and secured the lien release for the old obligation. Per the included payment histories provided by the credit union, a payment was made on the loan effective January 21, 2021. This payment was returned unpaid by the bank on January 22, 2021. Per the credit union payment history from the credit union, no other payments were received for the loan/account.
  For the new loan a transfer of title is required to secure the new lenders position and a new title is issued showing the lienholder and consumer for the new loan. The new loan was in ************************* name only and the old loan and title also included ****************** spouse ***************************. She was removed from repayment obligation for the automobile and the new title was to be issued in ****************** name only.  To fully complete the transaction the new title needs to be issued with the new lienholder recorded. Required documents from ***************************, specifically a copy of her drivers license and a power of attorney for the transaction were required to facilitate this change. Between January 2021 and June of 2022,these documents were provided, and multiple attempts were made to obtain these documents from the consumer. Unable to procure the required documents and leaving the new lender unable to secure a lien as required by the note and security agreement, Autopay repurchased the loan from the lender, and it was assigned to Autopay by the credit union on May 3, 2022. A copy of this assignment is included. Autopay assumed the servicing of the loan and attempts continued to contact ****************** to resolve the title issue and obtain payments on the obligation. While the account was technically severely past due in the repayment obligations with the credit union, the loan was boarded as current at Autopay allowing ****************** to start fresh, if you will not requiring the past due amount to be caught up. The attempts to speak with ****************** were unsuccessful and no payments were made to Autopay regarding the obligation to this point, as well. The payment history and servicing log at Autopay are included here, as well. Being unsuccessful in attempting to make contact and resolve the deficiencies with the loan, a notice of Right to Cure was sent to ****************** on July 29, 2022 and copy of same is included. No response was received and contact attempts continued. Being unable to speak with ****************** and not having received any payment on the obligation since its inception, the vehicle was assigned for repossession and was recovered on September 20, 2022.A notice of Intent advising of the repossession and the intent to sell the collateral. A copy of this notice is included here. The vehicle has not been sold and Autopay is still willing to try and remedy the situation with *****************. To date there have been zero payments made on the obligation since inception and we await the opportunity to resolve the matter.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my 2017 Jeep Cherokee with Autopay in 8/2021 with the sole purpose of removing my wife from the title. I was notified by Autopay in 8/2022 that they did not complete the process with the PA **** I had to get the paperwork notarized again so they could send it to the **** Autopay even reimbursed me for the notary fees due to their mistake. It is November and my wife's name is still on the title. I contacted Autopay numerous times about this issue and still no resolution and they cannot or will not inform me of what's going on. I asked to be transferred to a title specialist. His reply was our phone system will not allow him to transfer the call. I asked for a work order number that the *** requested. Again nothing. This place took my money and the agent got his commission and here I am a whole year later with no resolution at all.

  

  Business Response

  Date: 11/21/2022

  Hello and thank you for the opportunity to address this complaint.
  
  This customer refinanced their vehicle through us and closed the deal on 8/26/21. This went through normal processing times and was then delivered to our third party processor. This was unable to be processes through this processing method and we recalled the file from the third party. Unfortunately, in order to protect sensitive information our third-party processor disposes of all documents not needed for their processing including items that we use internally to process.  
   
  Once items arrived at AutoPay, we were able to obtain the documents needed with the assistance of the customer. We then processed and delivered these items to the **** We did not receive a perfection notice as this went to the funding institution, nor did we receive notice that the removal party was not removed from the title. This was discovered by the customer when he needed to pull title information and he made us aware of the situation at AutoPay. At this point we needed a new set of signed documents from the customer to correct the error and this caused concerns for the customer since he had done this twice before.
  
  An assistant manager contacted the customer and explained the situation and the next steps. We are having our *************** return the title to us and we will be pairing this up with the documents provided from the customer to have the error corrected. ETA for completion is ***** days to allow for internal and DMV processing time. In the interim the assistant manager assisting the customer will continue to be the ************ of contact.