Business Profile

Loan Servicing

AC Auto Pay

Complaints

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

Customer Complaints Summary

206 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/26/2024
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.
Credit Karma notified me that I had offers to refinance my auto loan and lower my interest rate. I went on to the ** app to explore these offers and a company called Autopay had a pre-approved offer listed that would lower my interest rate and monthly payment. I selected the offer and was asked to verify some of my personal information that did not include my social security number or date of birth. It included my yearly income, mortgage, vehicle make/model and mileage. Once I submitted that information I was immediately notified that a hard inquiry was made on my credit report. I specifically read on the initial information regarding this offer that it would be a soft credit pull and was not asked to authorize any type of credit check before submitting my information. I was then contacted by Autopay stating that my loan refinance was in progress and directed to their website to submit additional information. I submitted a copy of my drivers license, proof of insurance, registration and a photo of my odometer. I was then told my loan specialist would be contacting me to finalize the loan. About 30 minutes later I received an email stating that their network of lenders was unable to approve my loan refinance request. It stated that it may be due to incorrect information submitted or my credit being frozen. I did not submit incorrect information and my credit is not frozen. It states that I will receive a detailed explanation of the denial from the lending company. Now I have 3 unauthorized hard inquiries on my credit report and I would like them to be removed.
Business Response
Date: 11/29/2024
Thank you for the opportunity to review and address this feedback. Our mission is to provide the best customer experience possible while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customer's experience at this time. A member of our management team has attempted to call this customer however, we have been unsuccessful in reaching them.

The customer was provided with prequalification estimates on Credit Karma based on public and limited information available, they are not guaranteed offers. Once an application is complete and an official credit inquiry is made by a lender in our network,these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed.

While this process has been successful in assisting many customers with their auto financing journey, this customer did not qualify for final approval from one of our lenders. Due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry.

We are disappointed that we were unable to assist the customer with their auto financing needs. While we understand the customer's concerns, this can be the outcome when applying for an auto loan. If the customer has any additional questions or concerns, we request they contact our escalations line at **************.
Initial Complaint
Date:11/25/2024
Type:Product 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 september 9th,2024 . I contacted autopay company to see if i can refinance y auto loan at the moment. I spoked with the service representative about the refinance situation, at one point the service reprpesentative asked if i will let them pull my credit report to see if they would get a better APR; I answered 3 times do not pull my credit , that i will call them back. Same day i received an email alert about a company pulled my CREDIT *********** them bacak the same day they did open an inside investigation etc, found out that i never approved to run my credit. One week later autopay call me to wait 30 days to dispute this case via experian. I waited until october 15th to dispute via experian, i cant dispute it i call auto pay to solve this fraud, always getting an answer to WAIT. i left multiples voicemail since november 1st . no one calling back yet .
Business Response
Date: 11/27/2024
Thank you for the opportunity to address this complaint.

A member of our management team has reached out to the customer to address the complaint and address his concerns. There was a miscommunication regarding the turnaround time for credit inquiries to be removed. This was corrected and proper expectations were provided. The customer stated that he would continue to wait for the credit inquiry removal to be reflected with the bureaus.

During the conversation with the manager, the customer communicated that they were satisfied with the resolution. Should the customer have any additional questions or concerns, we invite the customer to please reach out to our escalations line at ************ and we would be very 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.
Customer Answer
Date: 12/02/2024

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
Date:11/24/2024
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 have received several "offers" from AutoPay, advertised thru Credit Karma. I initially contacted the company directly thru their website, just because I wanted to deal with them directly. The offer for auto loan refinancing was significantly more than the pre-approved offer that was shown on Credit Karma (CK). I explained to that representative that I was given a pre-approval thru CK & that i thought his offer was bogus. Shortly thereafter, I received a notification of my refusal of their offer. I then went back to CK & "accepted" the offer that was advertised to me. The experience was handled quite differently. I was contacted by telephone & by text. I returned the call when I had time to & was asked to confirm several pieces of info & was then told by the representative that she would be working on my offer. The offer i received was still higher than what was advertised on CK. I was offered a "protection plan" & initially was only given a single page advertisement with no terms of the offer or guidelines whatsoever. I told the representative that i didn't want additional offers, i was only contacting them because of the ************* I was offered. I was told that was not **************, i received another offer on CK for an even lower APR than before.I feel like they are running a bait and switch business. That they are predatory in their practices & that they need to stop falsely advertising offers that they clearly won't approve.
Business Response
Date: 11/26/2024
Thank you for the opportunity to review the customer's concerns. We strive to provide the best possible experience and are disappointed to hear this customer has not received such at this time. A member of our management team has reached out to discuss this customer's feedback and answered all questions regarding the Credit Karma and Autopay journey.

We are a third-party broker and must ultimately submit the application to our lenders for final approval. All pre-qualification offers on Credit Karma are based on public and limited information, they are not guaranteed or final approvals.Our process is disclosed in the Terms and Conditions presented before the application is submitted. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.

Please know this is not the outcome we expected and have placed this customer on a do-not-contact status for now. If the customer needs to speak with us regarding any additional questions or concerns, please reach our escalations line at **************. Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 8:00 am-5:00 pm MST on Saturday with no hours on Sunday. We value the customers time and consideration.
Initial Complaint
Date:11/23/2024
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 applied for refinancing through AutoPay which I thought they were the financing company as they make it appear to be. They offered me an approved loan that was higher interest than stated in pre-approval but that was my decision. They said (Ms. ******** of Denver AutoPay) they would perform a soft pull and then one hard pull from my credit would be pulled. I had two hard pulls from the initiation of the loan which I did not authorize. Autopay needs to delete one of the hard pulls as it did cause my credit score to go down, which they can be held liable for damages if future credit is impacted due to the extra hard pull. I wish for them to delete one of the hard pulls so correction to credit report.
Business Response
Date: 11/26/2024
Thank you for the opportunity to review this customer's concerns. We strive to provide the best possible experience to our customers and are disappointed to see this customer may not have received such at this time.

All pre-qualification estimates on Credit Karma are based on limited and public information. Until a lender performs a hard inquiry and considers further information, we are unable to present the customer with final numbers. As a third-party broker, we operate with full transparency by providing this information within the Terms and Conditions, to which the customer must select I agree to apply. Additionally,we provide these disclosures in the *** on our website, this assists us in minimizing any negative impact on our customers. Should this customer choose to proceed with a refinancing offer within the required timeframe, credit inquiries can be consolidated into one at the end of the refinance process.

The lenders within our network were unable to assist this customer with an offer best met his financial goals and he has declined to proceed at this time. The customer must meet certain qualifications with our lenders to receive alternate financing terms. There are times when lenders will require additional documents to complete the refinance process and should the customer refuse to cooperate, the lender has the right to decline to proceed. Please know this is not the outcome we expected however, this can be the result during the refinance process. Due to the agreed-upon terms and conditions, and service provided, we are unable to remove any credit inquiry at this time.

A member of our management team was unable to reach this customer by phone and we invite him to give us a call at ************ with any further questions. For now, we have placed him on a do-not-contact status. 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.
Customer Answer
Date: 12/02/2024

Complaint: 22597643

I am rejecting this response because:
AutoPay agent stated there would be one soft pull and then one hard pull of credit. They did two hard pulls which decreased my credit after I was told only one hard pull. I was accepted for loan but I declined the terms. There was only one loan company but two HARD pulls. This company fraudulently mislead me and I am Disabled. I will also submit a *** *** complaint against company as well unless they remove 1 of the 2 hard pulls as the agent ******** stated I should have only one soft and one hard pull. I will only accept if 1 hard pull is taken off as a mistake on the company part.

Sincerely,

******* ******
Business Response
Date: 12/23/2024
A member of our management team attempted multiple times to contact this customer by phone to address his concerns however, we were unsuccessful in reaching him.

When an application is submitted through Credit Karma, the process is automatic from soft to hard credit inquiry. As a third-party broker, the soft credit inquiry allows our team to match the application to lenders in our network to find the best potential offer. Once a lender receives the application, they conduct the credit inquiry to determine what offers they may extend to the customer.

Should the customer accept the offer he qualified for, credit inquiries can be consolidated into one inquiry at the end of the refinance process. In this case, as the customer did not proceed with the refinance offer, no inquiries will be consolidated.

This customer agreed to multiple inquiries and the process when the application was submitted. We have attempted to provide him with the agreed-upon terms however, we were unable to reach a resolution. Due to the agreed upon terms, we are unable to remove any credit inquiries at this time.

Credit Karma Disclosures:
*********************************************

Autopay Disclosures:
Terms: (will also be on website *************************************** )
Privacy Policy: ***************************************privacy-policy
Terms of Use: ***************************************terms
Credit Pull Authorization: ***************************************credit-report-pull-authorization-2

We invite the customer to review the information provided above as well as the Credit Karma and Autopay Websites. Should this customer have additional questions, we would be happy to speak with him. Our escalations line can be reached at ************ and 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: 02/04/2025
Yes, I would like to address the fact that AutoPay is using extortion methods that go against the *** policies and federal law under the *** and Consumer Credit Laws by if you except our terms, we will merge all hard credit pulls into one. If you do not accept the terms and do business with them, they will not merge the 3 hard pulls into one. Based on AutoPays response. This violates federal statutes on extortion since they are tricking you into terms, but then change those terms basically meaning you get preferential treatment if you accept any new terms even if at higher interest rates or if you do not accept their new terms, you are punished by not combing the hard pulls. This violates federal statutes and state statutes on extortion under any category of business, whether credit lending or not.

Please be advised to re-open the case against Autopay. If the BBB does not, then please be advised that they (BBB) are complicit in non-compliance of the federal law and therefore, becomes an accomplice.

The federal statute is below as to new information. If Autopay can combine the hard pulls into one if you accept their offer on new terms, then they can most certainly do so in this case as well so they are not prosecuted to the statute of federal law. The outcome I want is to combine all hard pulls into one (just as if I would have accepted their new terms and did business with them). Please advise them I will prosecute this to the fullest extent of the law if this not done.

See below:

Sincerely,

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

DoD Bravo 10 CS Intelligence Analyst

New information for AutoPay to consider in there response and for BBB to re-open the case is below. In there response, they have used a threat of not combining the hard pulls into one if you do not accept their terms and offer, thus acting in such way or poviding a value is you accept their terms.

The federal statute for extortion is 18 U.S.C. 873. This law makes it a crime to use threats to force someone to act in a certain way or provide something of value.

What does the law say?
What are the penalties?
What are some related statutes?
Initial Complaint
Date:11/12/2024
Type:Sales and Advertising 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.
Date of transaction: Nov 06, 2024 The amount of money paid for this transaction: 0.00$Autopay offered a lower Car refinance loan APR%.Autopay offered a much higher Car refinance loan APR% after the hard Inquiry into my credit Autopay has damaged my credit score by misleading me into thinking I was getting a much better Car refinance loan. Credit Karma is the site where I saw this offer from Autopay.
Business Response
Date: 11/15/2024
Thank you for the opportunity to review and address this feedback. Our mission is to full transparency regarding our process while assisting our customers with their auto financing needs. We are saddened to hear that this may not have been the customers experience.A member of our management team attempted to reach this customer by phone, but we were unsuccessful in speaking with them.

The customer was provided with prequalification estimates on Credit Karma based on public and limited information available, they are not guaranteed offers. Once an application is complete and an official credit inquiry is made by a lender in our network,these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed.

While this process has been successful in assisting many customers with their auto financing journey, this customer has declined to move forward with the offer he qualified for. At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry.

We are disappointed that we were unable to assist the customer with their auto financing goals. If the customer has any additional questions or concerns, we request she contact our escalations line at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

Customer Answer
Date: 11/18/2024

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
Date:11/07/2024
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.
I received a letter soliciting me to refinance my truck with an A+ accredired score form the BBB."Savings estimation - current payment $1,346 New Payment $816 - YOUR MONTHLY Savings $530*in my intake call - "we will not run or hit your credit until we have gathered".I reiterated - three times "I want to hear the offer before you move forward in any fashion"my terms were very simple - Lower my payment by more than $500, Loan term 24 to no more than 36 months I want a defined delineated package - before you hit my credit Today's offer from Auto pay"$648 / month term 78 months at 8.6%"by coming in on line ... you have already given us permission to hit your credit"$648 per
Business Response
Date: 11/14/2024
Thank you for the opportunity to address this complaint.

Our primary goal is to provide the best customer experience possible, whether the customer chooses to move forward with our ******************** or not. As such, we apologize to the customer for the inconvenience they experienced during this process as this does not match up with the quality of service we strive for.

After a thorough review of this complaint, we were able to identify that an error was indeed made during the process. Again, we apologize for this error. This has been addressed internally so as to not occur again and we are working to have any and all inquiries made removed.

A member of our management team has reached out to the customer to discuss this matter and go over the resolution. Should the customer have any additional questions or concerns, we invite the customer to please reach out to our escalations line at ************ and we would be very 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:10/30/2024
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 received a flyer in the mail from AP Autopay, stating that my good credit made me eligible for a special auto loan refinance at 5.20% with a monthly payment of $559. The flyer included a link to apply online or a phone number to call. After I followed the link, they collected my information, including sensitive personal data. However, two hours later, another representative called asking for more details to process my application. When I refused, he revealed the lender was a credit union offering a rate of 6.99%. This feels like a scam aimed at obtaining my personal information and is highly misleading. My credit score has taken a hit for no reason, and Im concerned about who else might have my private information. Businesses should not be allowed to operate this way; its a clear scam that negatively impacts my credit score and report. Im taking this case to a court as this is a clear false advertisement scam.
Business Response
Date: 11/01/2024
Thank you for the opportunity to review this customer's concerns. All pre-qualification offers are based on limited and public information as disclosed on the back of the mailing pre-qualification letters. Until a lender performs a hard inquiry and considers further information, we are unable to present the customer with final numbers.

At this time, the customer requested to stop the application process prior to finalizing the details of the offer he qualified for. The customer must meet certain qualifications in order to receive alternate financing terms and was unwilling to provide the required information. Please know this is not the outcome we expected however, this can be the result during the refinance process. Due to the authorization received and services provided, we are unable to remove any credit inquiry.

While we understand this customers concerns, this can be the outcome when applying for a financing offer. For now, we have taken this customer off of our mailing list and placed him on a do not contact status. Should this customer have any additional questions,we invite him to contact our escalations line at ************. 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.
Initial Complaint
Date:10/30/2024
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.
This has the information of my loan.
Customer Answer
Date: 10/30/2024
Autopay has been very difficult to work with. Earlier this year I attempted to renew the registration for my vehicle in ** to find out that AutoPay had a hiccup when they were reassigning loans and registered the vehicle in a completely different state. It took about 5 phone calls and hours on the phone for them to send me the documents l needed to reregister the car in **. They knew they screwed up and even covered the costs on renewing. This was a sign for me to try to get away from AutoPay. I purchased a new car from ***** ***** ***** in ********** and had an amazing experience. After experiencing difficulty (once again) trying to get a 10 day payoff for my vehicle the dealer and myself were able to get the number. The deal was done and the dealer sent the payoff amount to the address we were given by the AutoPay rep. *** a few months and I am getting letters from Autopay that I have money owed and the car can be repossed. The dealer also cant get a copy of the title when they try to reach out to them. I need the title sent to the dealer as well as my credit fixed for all the months they have shown a late payment because I have not even owned the vehicle.
Business Response
Date: 11/14/2024
Thank you for the opportunity to address this complaint.

We apologize to the customer for the confusion and inconvenience experienced regarding their refinance loan. We have received the payoff from the dealership and applied the proceeds to the account, paying the loan in full. The lien release and title were sent to ***** ***** Chevrolet.There initially was an issue getting a new title perfected for the loan. That was remedied, first placing the new lien and then getting all necessary documentation to perfect the new title and allow for registration to be completed.

Regarding the payoff check from the dealership, the check was received at *********** Groups offices on 9/18/24. It was misplaced internally and caused delay in processing. Again, we apologize to the customer for the inconvenience this caused.

The check was relocated and posted to the account but was in fact delayed. Being that this was not the customers fault, the payment was backdated to the appropriate date and processed to send release to the dealership. Please note that there were no late payments showing reported to the credit bureaus while this situation was being remedied.

Again, this was an exceptional occurrence outside of the norm. We again apologize for the inconvenience and thank the customer for their patience and understanding as we work diligently to getting this matter resolved.

A member of our leadership team has reached out to the customer to discuss this matter and go over the resolution. Should the customer have any additional questions or concerns, we invite the customer to please reach out to our escalations line at ************ and we would be very 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:10/22/2024
Type:Sales and Advertising 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 tried to see offers for autorefinance on Autopay website and Autopay did hard enquiry through **** credit union without even presenting offer to me.Autopay website clearly says no hard pull untill i accept offer and unnecessary caused hard enquiry on my credit profile they are not even responding properly and they brushed off their responsibility here without even considering the fact their website says its only soft enquiry
Business Response
Date: 10/23/2024
We appreciate the opportunity to address this customer feedback and are disappointed to see their *********** provide full transparency to our customers, we outline the application process on our website and before applying.

As a third-party broker, we must submit the customer application to a lender within our network for final approval. The application is initially evaluated with a soft credit inquiry and is then sent to a lender for final approval. The lender conducts a credit inquiry to determine if they can extend an offer to the application under review. Despite our efforts to secure an offer within our extensive lender network, the application was stopped per the customers request, before any decision was determined by the lender.

Regarding the customer's concerns in removing the credit inquiry, it is standard practice within the industry to conduct a credit inquiry as part of the application process. At this time, we are unable to remove any credit inquiry that has been made as it is essential for evaluating the customer's financial eligibility and facilitating the financing process. This is disclosed in the Terms and Conditions to which the customer must select I agree to proceed and on our website. We invite this customer to review our terms and additional information below:

Autopay Disclosures:
Terms: (will also be on website *************************************** )
Privacy Policy: ***************************************privacy-policy
Terms of Use: ***************************************terms
ESign Agreement: ***************************************esign
Electronic Communication Consent: ***************************************electronic-communication-consent
Credit Pull Authorization: ***************************************credit-report-pull-authorization-2

By submitting an application, you represent that you have read, understand, and agree to the following. If a joint application is filed, these apply to each of the applicants equally:

You authorize us to pull your credit report and obtain related information about you from one or more consumer reporting agency for the purpose of evaluating your credit options for financing your vehicle through our network of lenders, lending partners and third parties (**************);
You consent to the sharing of the information you have provided in the application and related information about you obtained by us with one or more parties in the Lender Network;
You authorize any party in the Lender Network, to which we have submitted your application for credit, to pull your credit report and obtain related information about you from one or more consumer reporting agency in order to evaluate your application;
You acknowledge that we and any party in the ************** may retain your loan application information in order to comply with certain federal and state laws and regulations;

We are disappointed to hear about the frustration or inconvenience experienced by this customer. Our commitment to providing excellent customer service remains unwavering, and we assure you that we continuously strive to improve our processes to better serve our clients.

Should this customer require any further information or assistance regarding this matter, we invite him to contact us directly 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 Answer
Date: 10/24/2024

Complaint: 22460320

I am rejecting this response because: I have a call with Autopay team and they have agreed to provide a proof for My acceptance which they never did . its kind of fraudulent practice of giving false promise of not having hard enquiry and its really frustating to see how a company says one thing and does another thing.
if they would have said hard enquiry is done i wouldnt have given my details to autopay

Sincerely,

******* **********
Initial Complaint
Date:10/16/2024
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.
On 10/14 the AutoPay. Savings Group made an UNAUTHROIZED HARD credit inquiry on my credit file. The lender they used was *********************. I did not apply for a loan with them. I only requested to view their current rate options for potential loans, and they are claiming I applied for loans. I did not apply for a loan so I need the inquiry removed.
Business Response
Date: 10/17/2024
Thank you for the opportunity to address this complaint.

AUTOPAY is an online marketplace and origination services platform for auto refinance. AUTOPAY works with a network of nation-wide lenders to help consumers find the most competitive interest rate to refinance their vehicles.

On October 14, 2024, Mr. ****** started reviewing rates and entered his vehicle information as well as personal information into the AUTOPAY website to save money by refinancing his auto loan. Each customer who applies agrees to ********************* Terms of Use. In addition to the language within the Terms of Use, AUTOPAYs online application separately discloses that the customer grants permission to ******************** and/or its Lenders to obtain a copy of your credit report just above the submit button.

AUTOPAYs system is set up with controls that only allow a credit inquiry when an application is submitted. In addition to Mr. ******** agreement to AUTOPAYs Terms and Conditions, the Fair Credit Reporting Act (FCRA) provides permissible purpose to a person who intends to use the information in connection with a credit transaction. To provide a firm offer of credit with an accurate quote, lenders conduct a credit inquiry pursuant to the permissible purpose under the FCRA.

When completing an application online, the "submit" button mentioned is inactive and cannot be selected until the customer checks a box stating that they understand and agree to these terms mentioned above. In this way, AUTOPAY is doing all we can to assist customers in finding the best rates available in the market today while minimizing impact to their credit.

Being that the customer did complete an application online while providing authorization to pull credit, we are unable to remove the credit inquiry for this customer. Should the customer have any questions, we invite him to give our escalations line a call at her convenience at ************** and we would be very happy to assist him further!

Please note that our hours of operation are 8:00am-7:30pm CST Monday-Friday and 9:00am-5:00pm CST on Saturday with no hours on Sunday.
Customer Answer
Date: 10/18/2024

Complaint: 22432788

I am rejecting this response because:

this is fraud. I spoke with their escalations line. They are claiming they had authorization from a third party to run my credit. They have no proof or record that I authorized this application.
the third party illegally obtained my credit report and my social security number from the credit bureaus without my permission.
I did not apply for a loan.
I did not authorize my credit to be run.
I need a full investigation here.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

AC Auto Pay

AC Auto Pay

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

AC Auto Pay is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

AC Auto Pay is BBB Accredited.