Complaints

This profile includes complaints for AutoPayPlus by US Equity Advantage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoPayPlus by US Equity Advantage

  800 N Magnolia Ave STE 1275 Orlando, FL 32803-3255

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  AutoPayPlus by US Equity Advantage

  Winter Park, FL 32789

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:08/04/2025

  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.

  I was somehow signed up for this "service" without my consent that is now charging me for the service of paying my bill on my behalf. Their very shady website contains no information and promises the ability to remove yourself from their program but provides no information of on how to do it. **************** not available, and no access to make any account changes online. This company is a complete sham. I started receiving texts and emails portraying them as a servicer of my loan when they are actually an unrelated, extraneous service that I actively do not want and refuse to pay for.

  Business Response

  Date: 08/04/2025

  Dear Better Business Bureau,
  
  Our records confirm that Mr. ******** was enrolled in our program on July 25, 2025, by the participating dealership at the time of his vehicle purchase. As part of that process, an electronically signed ACH Debit Agreement was completed,authorizing AutoPayPlus to initiate a one-time verification debit in the amount of $2.99. This debit was processed to validate the banking information associated with the enrollment. No other debits have occurred.
  
  In response to Mr. ********* request for no further contact and a refund of the $2.99 fee,AutoPayPlus has initiated the refund process. A physical check has been issued and is being mailed to the address on file. Additionally, the account was cancelled, and an email confirming this cancellation was sent to Mr. ******** on August 4, 2025. No future debits will be processed from his account, and all communication from our team has ceased in accordance with his request. We trust this resolves the matter. Should any further clarification be needed by the Better Business Bureau, we are available to assist.
  
  Sincerely,
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus
  

  Customer Answer

  Date: 08/04/2025

   
  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. To be fair, while they are certainly responsible for the way in which their service was marketed, they directly did nothing inappropriate. Their leadership and two customer service staff were also proactive about addressing my problem.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/15/2025

  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 was considering a auto refi with this company and I didn't complete the application because I wanted to think about it.... I never gave them my social security number.... And they ran my credit.... My score dropped 18pts because of the hard inquiry they did.... I never gave them permission to run my credit or check it.... I never completed the application

  Business Response

  Date: 07/17/2025

  Dear Better Business Bureau,
  
  AutoPayPlus is responding to the recent complaint submitted by Mr. ****** ********. After reviewing the details, we have confirmed that this complaint was submitted in error and does not pertain to our organization. Mr. ******** referenced a company he believed to be AutoPayPlus; however, upon speaking directly with him on July 17, 2025, we clarified that AutoPayPlus was not involved in the matter described. The company Mr. ******** intended to reference is AutoPay,which is a separate and unaffiliated entity based in *********
  
  During our conversation, Mr. ******** acknowledged the misunderstanding and confirmed that AutoPayPlus is not at fault. He stated he would update the BBB accordingly. We respectfully request that this complaint be dismissed or redirected, as it does not involve AutoPayPlus or any of its services.
  
  Sincerely,

  
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:07/09/2025

  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.

  Aug 23 2024 purchased a vehicle at CDJR of *********, **********, *****, **. Was advised my loan would be at *********************, also *************. On August 24 2024 began getting non stop texts on my phone to call and set up payment arrangements for my new vehicle thru AUTOPAYPLUS. I know its a scam, I do not know who these people are, I ignore the texts, I contact the dealership to confirm my loan is thru Suncoast, which it is and my bill of sale states its *********************. During the week, I receive my welcome letter from Suncoast. I am thinking all is good. Then the worst happens in September 2024, AutpPay Plus send thru my personal bank account a charge of $645.00 which bounced and then resent it again. I called them to see what this charge was for, they said my car payment, I said I have my loan thru Suncoast for $ ****** . The *** at Autopay plus, asked if this account needs to be closed, I said I never opened it. I I also want the 2 $35.00 NSF refunded, the *** said ok. I got an email from Autopayplus that I was late in signing up for my account about 3 weeks later. I called again, asked them again why are you scamming and harassing me, This *** again said he would take care of me and I asked when should I expect the $***** for the *** charges, he said it was on its way. In November 2024 guess what another membership email. Again I called and was removed from their list. I inquired about the $ ***** again. The rude *** said they are NOT sending that money and if I really want it, I should file a ***ort with my credit union and have them refund me. I told Autopayplus, the credit union did not try to scam me. As of today, AUTOPAYPLUS HAS NOT REFUNDED THE $***** they OWE ME. I am still angry at the game that was played on me.

  Business Response

  Date: 07/17/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Ms. ***** ***** concerns regarding her experience with AutoPayPlus. Our records confirm that Ms. **** enrolled in the AutoPayPlus program on August 23, 2024, during the purchase of her vehicle at CDJR of *********. The enrollment was completed at the dealership using a secure, tablet-based e-signature platform. This process included the capture of Ms. ***** personal and banking information and her consent to participate in our automated loan payment service, which is designed to work in coordination with her lender, **********************
  
  Following enrollment, AutoPayPlus sent welcome communications to assist with the account setup process. It appears these communications were not recognized or expected,which understandably caused concern. Ms. **** later contacted our office regarding debit activity she did not recognize. We can confirm that the only successful debit processed from Ms. ***** account was a $2.99 ACH Verification Debit on August 26, 2024. This one-time microtransaction is standard practice to validate banking information before scheduling recurring loan payments. No further funds were secured from her account.
  
  On September 20, 2024, AutoPayPlus attempted to debit $665.94 (which included a $662.95 loan installment and a $2.99 processing fee). This attempt failed due to insufficient funds (R01 return). A second attempt on September 23, 2024 also returned for the same reason. These debits were unsuccessful, and no additional charges were applied. Upon speaking with Ms. **** and receiving her cancellation request, we immediately deactivated her account on September 23, 2024, and sent written confirmation to the email address on file. Her account has remained closed, and no further communication or debit attempts have occurred.
  
  As part of our continued commitment to customer service, I personally attempted to contact Ms. **** by phone on July 15, 2025, and left a voicemail inviting her to return my call should she need any additional clarification or assistance regarding this matter. AutoPayPlus remains committed to transparency, customer care, and integrity in our partnerships with dealerships and members. While our program is offered to help members accelerate loan repayment, participation is voluntary, and we regret any misunderstanding in this instance. Should Ms. **** have further questions,she is welcome to contact our Member Support Team at **************, Monday through Friday, 9:00 a.m. to 6:00 p.m. ET.
  
  Sincerely,

  
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus 

• Initial Complaint

  Date:07/04/2025

  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 June 24 a charge hit my card for autopay plus but then didn't hit my debit directly leaving me locked out of my account and no one picking up the phone. July 1st it finally hit the account. July 3rd they canceled the payment and returned it to their account but not mine stealing ******. Won't let me cancel my account and won't stop pulling money from it or my debt. Literally a scam.

  Business Response

  Date: 07/07/2025

  Dear BBB,
  
  AutoPayPlus appreciates the opportunity to respond to Mr. **** concerns. We take all member feedback seriously and are committed to providing accurate information and responsive service.
  Mr. *** enrolled in our biweekly payment program at the dealership in connection with his *********** auto loan. On June 24, 2025, AutoPayPlus initiated a debit of $255.79 from Mr. **** designated account. This debit was successfully processed and applied to ******************** loan on June 30, 2025, as his first loan payment in the amount of $252.80, along with our $2.99 ACH processing fee. Upon receipt of this BBB complaint, I personally contacted ****** on July 7, 2025, and explained the details of the processed payment. During the call, Mr. *** requested to cancel his account. I honored that request the same day and issued a written confirmation to the email address on file.
  
  During the same conversation, I informed Mr. *** that a previously scheduled debit in the amount of $129.39 ($126.40 plus a $2.99 ACH processing fee) was set to process on July 8, 2025, despite the account being canceled. Mr. *** acknowledged that he was aware the debit may return, and we advised him accordingly. This information was clearly communicated as part of our effort to maintain transparency and support during the transition. Because the original funds were applied directly to Mr. **** auto loan and not returned to AutoPayPlus, a refund is not applicable at this time. We understand that Mr. *** may not have been fully aware of the programs structure or benefits at the time of enrollment. Should he wish to revisit those benefits or re-enroll in the future, we remain available to assist him.
  
  Respectfully,
  
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:06/23/2025

  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.

  They took an extra $200. They are scammers. Stop calling me. They need to be shut down.

  Business Response

  Date: 06/25/2025

  To the
  Better Business Bureau:
  
  AutoPayPlus
  has completed a thorough review of the complaint submitted by Ms. Azaria
  Hosein. The claim alleges that AutoPayPlus withdrew unauthorized funds and
  refers to the company as “scammers.” We categorically reject this assertion.
  AutoPayPlus upholds the highest ethical standards and always strives to “Do
  the Right Thing”—a core value that guides how we serve our members and
  manage account-related concerns.
  
  Our
  internal review confirms the following:

  Ms.
  Azaria Hosein enrolled in the AutoPayPlus program through her dealership
  on May 3, 2025. She is listed as the primary account holder on the
  account.
  Although
  the account includes a co-signer, Sonja Hosein, all payment activity and
  banking authorization were based solely on Ms. Azaria Hosein’s personal
  bank account.
  The
  only successful debit initiated by AutoPayPlus was a $2.99 verification
  transaction on May 6, 2025.
  Scheduled
  debits for $501.02 (initiated May 30, 2025) and $250.51 (initiated June
  13, 2025) were returned by her financial institution with a return code of
  R10 – Customer Advises Not Authorized.
  Despite
  receiving no funds for these returned transactions, AutoPayPlus made a
  loan payment of $501.02 directly to Ms. Hosein’s lender, which was
  successfully processed on June 16, 2025. This action reflects our Core
  Values of “Above & Beyond” and “We Care”—ensuring the member’s
  loan remained in good standing even though we had not received
  reimbursement. As a result, Ms. Hosein currently owes AutoPayPlus
  $501.02.
  There
  is no record of any other successful debits or funds withdrawn. The claim
  that AutoPayPlus “took an extra $200” is not supported by any banking or
  internal records.
  
  We have
  honored Ms. Hosein’s request to cease further contact. However, should she wish
  to cure the outstanding balance, AutoPayPlus remains available to assist in
  resolving the matter in a professional and collaborative manner.
  
  Sincerely,

  Amilcar
  P. Matus
  Senior Director of Operations
  AutoPayPlus

  Customer Answer

  Date: 07/05/2025

  No it’s not been resolved 

• Initial Complaint

  Date:06/11/2025

  Type:Product 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 am filing this complaint against AutoPayPlus (******************************) due to deceptive financial practices, misapplication of funds, and refusal to refund payments.AutoPayPlus processes payments in advance meaning payments withdrawn in January were intended to cover February. In January 2025, I traded in my prior vehicle (Kia ******* and no longer had that loan. When I set up my new account for my ******* Tucson, a representative from AutoPayPlus confirmed I had $813 in credit from my Seltos account that would be transferred to my new Tucson account. However, ******************** continued to withdraw bi-weekly payments for my new Tucson loan.Later, I discovered that the lender AutoPayPlus was supposedly sending payments to for my Tucson was not actually my lender they never received any payments from AutoPayPlus. Therefore, in addition to the $813 credit (which was eventually refunded), all funds withdrawn for my Tucson loan should have also been refunded since no payments were ever properly applied.Despite this, AutoPayPlus has refused to refund the additional funds they withdrew for the Tucson loan. They have failed to provide me with a full transaction history or documentation, despite repeated requests. Their representatives have misled me throughout the process, and they continue to withhold funds that rightfully belong to ***** of today, AutoPayPlus has only refunded $813 (the original Seltos credit), but has refused to refund the substantial additional funds withdrawn for the Tucson account, despite the fact that those payments were never applied to any lender.This situation has caused serious financial harm, emotional distress, and credit complications as a result of their mismanagement

  Business Response

  Date: 06/24/2025

  To whom it may concern:
  
  As the Chief Marketing Officer at AutoPayPlus, I conducted a comprehensive review of Ms. Haj’s accounts and interactions. Based on that review, I respectfully submit the following facts to clarify the sequence of events and address the concerns raised in her complaint. Ms. Haj maintained several sequential AutoPayPlus enrollments tied to her evolving vehicle financing. The specific concern raised in this BBB complaint centers around her enrollment tied to a 2025 Hyundai Tucson. On February 20 and February 28, 2025, AutoPayPlus processed two debits of $406.96 each, totaling $813.92, from her account. These funds were never sent to any lender. Rather, they were held internally while her financing was being finalized.
  
  On March 6, 2025, the full $813.92 was transferred into Ms. Haj’s most recent AutoPayPlus account (#682449), which was tied to Hyundai Motor Finance. Prior to her first payment due date of April 20, 2025, Ms. Haj voluntarily canceled her enrollment on 4/8/25 and we refunded her $813.92, which cleared on 4/21/25. Because no additional debits were made, and because no payments were disbursed to any lender, no additional refund or adjustment was warranted. Ms. Haj was provided complete transparency throughout this process. On May 14, 2025, I personally sent her a detailed email containing all four of her enrollment forms, full ledger history, and confirmation of the lender details she had requested. Ms. Haj acknowledged receipt of that documentation at 10:26 a.m. that same day.

  We believe that the genesis of the confusion lies with her second enrollment. AutoPayPlus made a first payment of $847.91, which included a principal payment of $284.89. That along with multiple return debits created confusion that we feel have been reconciled in our response. We have submitted each enrollment form in conjunction with all debit/payment history for each account to Ms. Haj. Lastly, we have reconciled the debits for each of the accounts to the payments to each lender through the four enrollments listed.
  
  In conclusion, AutoPayPlus recognizes that the combination of multiple vehicle enrollments, returned payments, and lender transitions may have reasonably contributed to Ms. Haj’s confusion. While our internal review confirms that all debits were appropriately applied, transferred, or refunded, we remain empathetic to the complexity of her experience. We trust that the information provided demonstrates AutoPayPlus acted in good faith and with full transparency at every step. AutoPayPlus remains available should further clarification be required.
  

  Sincerely,
  Katherine Pett
  Chief Marketing Officer
  AutoPayPlus
  
  

  
  Enrollments 1 and 2 were associated with her 2024 Kia Seltos
  
  Enrollment 1: Amanda Haj (617172) 
  Enrollment Date: 12/3/2023
  Vehicle: 2024 Kia Seltos – VIN: KNDEUCAA5R7556716
  Lender: Kia Finance of America
  Interest Rate: 12.65%
  Payment Amount: $598.40 (biweekly debits of $301.65 include $2.45 ACH Fee, $299.20 applied to loan)
  * Number of Biweekly Debits Processed: 16 (see attached debit/payment history)
  Number of Payments Made: 7
  Enrollment Fee Paid: $399
  Reason for Cancellation: Refinanced loan to a lower interest rate.
  Date of Cancellation: 7/19/2024
  Amount Transferred to New APP Account: $199.40 Amanda Haj (654117)
  
  Notes Regarding Enrollment 1:
  16 debits of $299.20 equals $4,787.20
  7 payments of $598.40 equals $4,188.80
  The difference between debits/payments was $598.40 minus $399 enrollment fee equals $199.40, which was transferred to Account 654117 on 7/24/2024.
  
  * Please note: Ms. Haj’s 6/17/2024 debit returned R01 and was resubmitted on 6/21/2024 in the amount of $319.15. This includes the $299.20 biweekly debit, $2.45 ACH Fee and $17.50 NSF Fee.
  
  Enrollment 2: Amanda Haj (654117) 
  Enrollment Date: 7/22/2024
  Vehicle: 2024 Kia Seltos – VIN: KNDEUCAA5R7556716
  Lender: Capital One Auto Finance
  Interest Rate: 8.65%
  Payment Amount: $563.02 (biweekly debits of $283.96 include $2.45 ACH Fee, $281.51 applied to loan)
  * Number of Debits Processed: 11 (see attached debit/payment history)
  Number of Payments Made: 6
  Enrollment Fee Paid: $0
  Reason for Cancellation: Early trade in.
  Date of Cancellation: 2/5/2025
  Amount Transferred to New APP Account: $281.51 Amanda Haj (678405)
  
  Notes Regarding Enrollment 2:
  Transferred amount of $199.40
  There were 11 total debits: 8 debits of $281.51 equals $ 2,252.08, 1 debit of $367.00, 1 debit of $281.51 and 1 debit of $563.02. All Equaling $3,663.01
  Her first debit (7/31/2024) was $367.00 (she made this arrangement with the onboarding agent on 7/22/2024).
  Ms. Haj 11/20/24 debit returned R01 and was resubmitted on 11/26/2024 in the amount of $301.46. This includes the $281.51 biweekly debit, $2.45 ACH Fee and $17.50 NSF Fee.
  Ms. Haj 12/18/2024 debit returned R01; furthermore, the resubmittal on 12/23/2024 also returned R01.
  On 1/7/2025 a debit of $600.47 was processed. This includes two debits of $281.51 ($563.02), $2.45 ACH Fee plus $35 (2 debits of $17.50 NSF Fees). This debit was to ensure her payment was made by the 1/15/2025 payment due date.
  Ms. Haj 1/29/25 debit returned R01 as did the resubmittal debit on 2/3/2025.
  On 2/5/2025 Ms. Haj spoke to a manager and expressed that she traded in her vehicle and wanted the balance of $281.51 transferred over to her new account 678405. The manager stated the transferred would be made; however, he did not know at that time that the resubmitted (2/3/2025) debit would return R01.
  When the debit returned the transfer of $281.51 was reversed.
  The total funds debited was: 8 debits of $281.51 which equals $ 2,252.08.  First debit of $367.00. Two other debits (see b and c) totaling $844.53 and transferred amount of $199.40 (see 1) provide a grand total of: $3,663.01.
  6 total payments were made on Mrs. Haj behalf. 1 for $847.91 and 5 for $563.02 ($2,815.10) equals $3,663.01
  All debited amounts were reconciled to the payments made on her behalf.
  
  * Please note: Mrs. Haj’s first payment included a principal payment of $284.89. She also had several return payments. The combination of these two things we believe led to confusion on her part.
  
  Enrollments 3 and 4 was for her 2025 Hyundai Tucson
  
  Enrollment 3: Amanda Haj (678405) 
  Enrollment Date: 1/31/2025
  Vehicle: 2025 Hyundai Tucson – VIN: 5NMJACDEXSH467986
  Lender: Regional Acceptance Corp.
  Interest Rate: 14.20%
  Payment Amount: $813.92 (biweekly debits of $409.41 include $2.45 ACH Fee, $406.96 applied to loan)
  Number of Debits Processed: 2 for $406.96 totaling $813.92
  Number of Payments Made: 0
  Enrollment Fee Paid: $0
  Reason for Cancellation: Loan re-contracted with dealership
  Date of Cancellation: 3/6/2025
  Amount Transferred to Back to Pervious APP Account: $281.51 Amanda Haj (#654117) – refer to 2f above.
  Amount Transferred to New APP Account: $813.92 Amanda Haj (682449)
  
  
  Enrollment 4: Amanda Haj (682449) 
  Enrollment Date: 3/6/2025
  Vehicle: 2025 Hyundai Tucson – VIN: 5NMJACDEXSH467986
  Lender: Hyundai Motor Finance
  Interest Rate: 7.56%
  Payment Amount: $746.20 (biweekly debits of $376.09 include $2.45 ACH Fee, $281.51 applied to loan)
  Number of Biweekly Debits Processed: 0
  Number of Payments Made: 0
  Enrollment Fee Paid: $0
  Reason for Cancellation: Member stated she preferred to pay lender directly
  Date of Cancellation: 4/8/2025
  Amount Refunded to Member: $813.92, transfer from previous account: Amanda Haj (678405). The refund was cashed on 4/21/2025.
  
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  Autopay plus is a horrible company they have charged my card multiple times for my carnote which was 440 on may 23 then on my 29 which led to my account being in the negative. When i contacted them they told me that i wasnt getting charged twice in 1 month but my account said other wise. The company im supposed to pay is global lending services which is wear that money is supposed to go through auto pay plus and they are just pocketing money. Also the reason why auto pay plus is not a good company because when i finally paid my may carnote they told me i owed them 460 bucks because global lending did not release my funds back to them and said i had to pay for it which is completely unfair. They have been harassing me for the past week in a half telling them to pay for something that has been paid already. Another thing is when i paid for my first month in february I only paid global lending and not auto pay plus but when i told them that they told me they dont care

  Business Response

  Date: 06/11/2025

  Dear Better
  Business Bureau,
  
  AutoPayPlus
  is providing this response to clarify the facts surrounding Mr. Ira Hemingway’s
  account activity and address the concerns expressed in his recent complaint.
  Mr. Hemingway enrolled in the AutoPayPlus payment program on March 15, 2025, to
  facilitate scheduled payments toward his vehicle loan with Global Lending
  Services.
  
  During the
  course of the account, multiple debit attempts made by AutoPayPlus were
  returned unpaid, resulting in AutoPayPlus not receiving funds from the member.
  Please note, all debit attempts were returned as R01 or R11 transactions.
  Despite not having successfully debited the member’s account, AutoPayPlus, in
  good faith advanced a payment of $440.46 to Global Lending Services on
  the member’s behalf. The lender has confirmed that this payment was received
  and applied to Mr. Hemingway’s loan account on May 22, 2025. This payment
  was issued via FIS Check #6765544. The amount of $440.46 is
  therefore owed to AutoPayPlus, as these funds were disbursed to the lender
  without corresponding reimbursement from the member. This was fully explained
  to Mr. Hemingway, who acknowledged the balance owed and indicated he would
  contact AutoPayPlus to resolve the matter. The member also made additional
  payments directly to his lender, resulting in what appears to be a duplicate
  payment scenario. AutoPayPlus has provided documentation confirming the payment
  sent to the lender, and it is the lender’s responsibility to address any
  duplicate payment concerns.
  
  At the
  member’s request, his account has since been cancelled and no further payment
  activity will occur through AutoPayPlus. Additionally, as Mr. Hemingway
  requested no further contact from AutoPayPlus in his BBB complaint, AutoPayPlus
  will honor that request at this time. Should the member choose to contact
  AutoPayPlus in the future to resolve the outstanding balance, we remain
  available to assist. While it is unfortunate that this situation led to
  confusion and frustration, AutoPayPlus has acted appropriately in accordance
  with its program terms and remains committed to transparency and fairness in
  its business practices.
  
  Respectfully,
  
  Amilcar
  P. Matus
  Senior Director of Operations
  AutoPayPlus

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23442847
  
  
  
  I am rejecting this response because Autopayplus told me that since i double paid global lending i owe them money that’s doesn’t seem right to me shouldn’t the companies be able to communicate that’s and get autopayplus paid so i won’t be paying 1,400 dollars in between both companies. Also i noticed that I didn’t even pay autopayplus the first month i directly paid global lending and there was no complaints, in the picture i displayed it shows payment to global lending services only not to autopayplus they contacted me after when i paid global lending services the first time so why would i need to pay autopay plus now and i am not the only victim to this company the have countless of bad reviews of people having the same exact issues 

  
  
  
  Sincerely,
  
  
  
  Ira Hemingway

  Business Response

  Date: 06/16/2025

  Dear Better
  Business Bureau,
  
  This
  rebuttal response is provided to address the most recent comments submitted by
  Mr. Ira Hemingway regarding his AutoPayPlus account. To clarify once again:
  AutoPayPlus disbursed a payment of $440.46 to Mr. Hemingway’s lender,
  Global Lending Services, on May 15, 2025, via FIS Check #6765544.
  This payment was issued in good faith, even though AutoPayPlus had
  not yet successfully debited those funds from Mr. Hemingway’s account due
  to multiple payment returns (R01 and R11 codes).
  
  Our account
  ledger confirms that:
  All
  prior debit attempts from March through May 2025 were returned unpaid,
  including a final return (R11) on May 29, 2025, for the same
  amount.
  The
  only successful debit was a $0.25 verification on April 22, 2025.
  The
  payment to the lender was issued anyway, at the program’s risk, and
  successfully applied to Mr. Hemingway’s loan.
  
  AutoPayPlus
  does not receive or retain funds unless a debit clears. In this case, the
  company advanced funds on behalf of the member that were never recovered,
  resulting in the outstanding balance of $440.00. The responsibility to
  repay those funds lies solely with the member. Mr. Hemingway mentions that he
  paid Global Lending directly. If he made a duplicate payment to his lender
  independently, any refund or correction related to that overpayment would need
  to be resolved between him and the lender. AutoPayPlus fulfilled its obligation
  to the lender per program terms and incurred a loss due to the failed debit.
  
  We
  understand Mr. Hemingway’s frustration; however, no error or wrongdoing
  occurred on the part of AutoPayPlus. As previously stated, Mr. Hemingway’s
  account has been fully canceled, and AutoPayPlus is respecting his request for
  no further contact. The company remains available to the member should he wish
  to resolve the outstanding balance voluntarily.
  
  Respectfully,
  Amilcar
  P. Matus
  Senior Director of Operations
  AutoPayPlus

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23442847
  
  
  
  I am rejecting this response because they claimed that they have never debited but 25 cent from my account but as you can see from my picture i did not pay them in april why should I pay now and also they do not tell you that they charge a fee before they start doing business. Also last month payment wasn’t my fault I accidentally paid global lending twice my actual carnote company and Autopayplus said that when they called global lending they woulnt release the other funds to them. Then Autopayplus stated that its my fault and i had to pay them the amount that means I would have paid over 1,300 dollars in one month, that’s not fair to me that’s why I cut ties with Autopayplus it shouldn’t be my fault that global lending won’t realese funds to Autopay Plus. I will not be giving them anymore money I don’t trust them I still don’t fully know what they do and why I would need them if I can pay my company directly this buiness is a scam, they buy 5 star reviews, I’ve read multiple bad reviews saying the same problems I had I recommend no one use this company just pay your lender directly it is easier and more comfortable 

  
  
  
  
  Sincerely,
  
  
  
  Ira Hemingway

• Initial Complaint

  Date:06/05/2025

  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.

  We bought a 2020 ********** outlander in 2022 through this ally auto pay plus. Last month (may 5th 2025) we bought a new car through a different company. The ********** was paid off through a trade in. I got a confirmation email for that on May 21st saying it has been paid off. Autopayplus has still taken out 3 payments though. We have called twice now and told we can do it ourselves on the app ( we can not) and told that we had to call our bank to stop the payments. They told us that they would look into reimbursing us for the payments they should not have taken. But we are still getting payments taken out of our account. We are pretty much told they can't do anything to help us or prevent this from happening. I have since called my bank and stopped the autopayment but it is still being taken out somehow. We even had to pay our bank $30 to stop these payments. But they are still coming out. We aren't sure what to even do at this point. We are probably going to cancel our bank account to stop this from happening as we aren't sure who to turn to for help anymore. The payment is ****** bi weekly. And they have taken an extra 3 payments at this time of writing this but may take more if we can't figure out how to stop it.

  Business Response

  Date: 06/10/2025

  Dear Better Business Bureau,
  
  This response is provided to address the concerns submitted by Mrs. ******* ********* regarding her account with ********************. Mrs. ********* enrolled in the AutoPayPlus payment program on March 29, 2022, to facilitate bi-weekly payments toward her vehicle loan. Since that time, 38 payments were processed on her behalf in accordance with the agreed-upon payment schedule. On June ******, AutoPayPlus sent a regularly scheduled payment of $538.12 to ************** on her behalf, as there had been no notification received that the vehicle loan had been paid off through a trade-in. The first notice of the loan payoff was received on June 9, 2025, when Mrs. ********* contacted AutoPayPlus directly.
  
  Upon receiving this information, the account was canceled, and no additional payments will be processed. It is important to clarify that AutoPayPlus cannot independently withdraw funds from a members account outside of the authorized payment schedule established when the member enrolls in the service. In this case, payments continued per the established schedule because notification of the loan closure had not yet been received. It is also noted that ************* indicated she was advised to manage this issue through the AutoPayPlus app. A review of internal records revealed no documented conversation in which this guidance was provided by the AutoPayPlus team.Member service and communication quality are taken very seriously, and this matter will continue to be reviewed to ensure accuracy. Additionally, because the payment was stopped through the members bank after it had already been submitted to the lender, there remains an outstanding balance of $269.06 owed to AutoPayPlus for the processed payment.
  
  On June *******, a call was placed to Mrs. ********* at the phone number listed in the complaint in an effort to clarify the situation and answer any remaining questions. A voicemail message was left, and AutoPayPlus remains available to speak with Mrs. ********* directly to resolve any outstanding concerns. While it is regrettable that this situation caused any frustration, AutoPayPlus remains committed to providing transparency and support to bring this matter to a full resolution.
  
  Respectfully,
  
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:05/06/2025

  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.

  I paid off my car recently and noticed my weekly auto payments didnt stop. I called my lender bank, ********, and they said my car loan had been paid off as of 3/3/25. I called Auto Pay Plus to ask about stopping the payments and getting a refund for the 6 charges that came out of my checking account after 3/3. They refunded me $271.12, but the total they took out of my account after 3/3, was $332.82 ($55.47 weekly from 3/7 - 4/11). I called Auto Pay Plus back to ask about the additional money, and they said they refunded the charges from 3/14 - 4/11 (The refund for these 5 charges should have actually been $277.35) but said they sent the 3/7 payment to ******** and that the bank cashed it. I called ******** back, and they said there were no payments received on their end after 3/3 from Auto Pay Plus. Im attaching written confirmation from ******** that states the loan was paid off on 3/3, a screenshot of the 6 transactions that ************* took from my checking account after 3/3, and the confirmation from Auto Pay Plus about the amount they refunded me. I am owed $61.70 from Auto Pay Plus.

  Business Response

  Date: 05/15/2025

  Dear Better Business Bureau,
  
  Thank you for providing us the opportunity to address the concerns raised by Mrs. ******* *****. Mrs. ***** enrolled with AutoPayPlus on March 23, 2019. Since enrollment, we have successfully processed 71 payments to her lender, ********,on her behalf. Due to regulatory compliance measures (*****-*****-****** Act -GLBA), lenders do not proactively notify AutoPayPlus when a loan has been fully paid off. Our first indication of payoff was when Mrs. ****** 72nd payment was reversed by ******** on April 9, 2025, due to the account being closed (RPPS Returned Item R02 Account Closed). Upon notification from Mrs. ***** regarding this issue on April 17, 2025, we promptly reviewed her account. An initial refund of $271.12 was issued, covering payments made from March 7 through April 4, 2025. Mrs. ***** stated in her complaint that she was owed an additional $61.70, referencing a discrepancy between the refunded amount and the total withdrawn from her account after March 3, 2025. This prompted further internal review to reconcile the balance in question.
  
  AutoPayPlus charges a $1.25 ACH transaction fee per weekly debit. Therefore, each debit consists of $54.22 applied to the members reserve balance. AutoPayPlus sends a single monthly payment to the lender based on the accumulated reserve funds.From March 7 through April 11, 2025, six weekly debits were withdrawn. ********* calculated an overage of $61.70 by including the $1.25 ACH fee in each debit, but that fee is not forwarded to the lender. When calculating the total reserve balance collected during that period (6 x $54.22 = $325.32) and subtracting the previously refunded amount of $271.12, the remaining balance is $54.20. Since a $54.22 debit occurred on April 11, 2025, we will refund that amount back to Mrs. ***** to the mailing address we have on file.
  
  We apologize for any inconvenience Mrs. ***** experienced and thank her for her patience during this process. The refund will be processed promptly. Thank you again for allowing us to address this matter.
  
  Sincerely,
  
  ******* P.*****
  Senior Director of Operations
  AutoPayPlus
  

  Customer Answer

  Date: 05/19/2025

   
  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:05/05/2025

  Type:Billing 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.

  Autopayplus paid my car loan late after I called them multiple times to try to get them to pay it. Finally I asked to be reimbursed so I could pay the financial institution myself. They said it would take 14 days to reimburse me so with the payment already being late I finally got them to wire payment to my financial institution. I then asked to cancel their services so this wouldnt happen again and they said they could do that and send me the remainder of the money they had collected from me. Days later I get a text telling me theyve sent me a check for less than half of what they had collected. When I called to ask what happened to the rest of the money they said they were charging a 399$ fee for their services. Services that made one payment for me, and that payment was late. They repeatedly denied responsibility for making a late payment and blamed the finance department at the dealership and the financial institution itself. Keep in mind they had over a month to deliver payment and make sure the information was correct. They never reached out once to me and the only reason I knew they hadnt made payment was because my financial institution called me asking for payment.

  Business Response

  Date: 05/14/2025

  BBB Response ***** ********
  Complaint ID: ********
  

  Dear Better Business Bureau,
  
  Thank you for providing us with the opportunity to respond to ******************* complaint. At AutoPayPlus, we are guided by our core value: Do the right thing. We strive to uphold the highest ethical standards and always act with integrity doing what is right for both our members and our ***************. Loendorf enrolled in our automated loan payment program, which facilitates timely payments to lenders as part of a structured biweekly budgeting service.A one-time program fee of $399 is associated with enrollment and is typically swept within the first six months of a members start date. In this case,$397.97 was swept from Mr. ********* account on January 10, 2025.
  
  After *********** contacted us with concerns about his experience and requested to discontinue his participation in the program, I personally reached out to him by phone. During our conversation, I sincerely apologized for the inconvenience he encountered and assured him that we were committed to making things ******** a gesture of goodwill and in keeping with our commitment to integrity, I authorized a full refund of the $397.97. The refund is currently being processed and is scheduled to be mailed to Mr. ******** on May 14, 2025, to the address he confirmed during our call. We value every members experience, and this situation has served as a meaningful reminder of the importance of consistent execution and communication. We remain committed to earning and keeping the trust of our members and look forward to servicing his needs should he require our assistance in the future.
  
  Sincerely,

  
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus

  Customer Answer

  Date: 05/19/2025

   
  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,
  
  ***** ********