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.

close

Find a Location

AutoPayPlus by US Equity Advantage 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

• 

  AutoPayPlus by US Equity Advantage

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

• 

  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:12/18/2023

  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.

  Autopay advertised a auto loan rate of close to 5% for a term of 84 months on ****** ****** I clicked the add and went through all the online procedures. Their system would not fully complete the process and thus they called me the following day. They informed me that no such rate and term is available and that if I wanted a lower rate than I currently have with my lender, than I would need to adjust the term.
  
  The biggest problem here is not that they falsely advertised, but that they completed a hard check on my credit, which has negatively impacted my score and borrowing ability. They lied and caused damage.

  Business Response

  Date: 12/19/2023

  Dear
  Sir or Madam,
  
  Thank you for your feedback. We at
  AutoPayPlus value our customers’ opinions and strive to exceed their
  expectations. We apologize for any confusion caused by Mr. ********s complaint.
  However, we would like to clarify that we do not have an ongoing business
  relationship with Mr* ****** ******** nor do we underwrite loans or provide
  lending services to customers.
  
  We understand that Mr. ********s
  complaint is with a company named autopay.com, which is not affiliated with
  AutoPayPlus. We regret any inconvenience caused to Mr. ******* and would like
  to assure him that we are available to assist him with his loan servicing needs
  in the future. We appreciate your patience and
  understanding in this matter. Please do not hesitate to contact us if you have
  any further questions or concerns.
  
  Best Regards,
  
  AP Matus
  Director of Operations

  Customer Answer

  Date: 12/19/2023

  
  
  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. The correct business that this complaint should have been filed for is AUTOPAY out of Denver, CO.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/05/2023

  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.

  Them sending pre approvals is a complete lie and fraudulent and having you run credit after asking if this is a real soft approval and does the loan consist for the savings and they said on the letter she says yes . I get a phone call from **** and said its not an approval and they said I don't qualify for the approval letter I have a 800 credit score this company is scamming people in running there credit . They need to honor what they send out if there is no loan they cant send letters out like that false advertisement.

  Business Response

  Date: 12/19/2023

  Dear Sir or Madam:
  
  AutoPayPlus appreciates all feedback from customers as it allows us to tailor our services to not only meet but exceed their expectations.Regarding Mr. ******* complaint, AutoPayPlus regrettably does not have an ongoing/open business relation with Mr. ************************ Please note,AutoPayPlus does not currently underwrite loans or provide any lending services to customers. Moreover, Mr. ******* complaint is with a company named: autopay.com (please see his attached MX-B455W_20231205_121333.pdf) and not AutoPayPlus.
  
  Lastly, I called the number **************** listed in his complaint on 12/19/23, I expressed that we are AutoPayPlus and not AutoPay.com.We had a pleasant conversation; he acknowledged the confusion with the company name and expressed that he would clear this matter up once we have responded to the complaint. Although we do not have a business relationship with ****************,I would like him to know that we are available to assist him with his loan servicing needs should he have a need in the future.
  
  Sincerely,
  
  ***************
  Director of Operations

• Initial Complaint

  Date:11/28/2023

  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.

  The agent who signed me up for this service promised that by making overpayments of $523.08 each month (or $261.54 twice a month), I would finish paying my auto loan about 7 months ahead of schedule. I first called AutoPayPlus on October 30, 2023, as I noticed that the $523.08 weren't being sent to Toyota - only $478.32 was. I wanted to cancel my account to avoid extra charges not going towards my auto loan, which was done in about a week. Later calls from November 2nd to November 28, 2023, were to discuss overpayments, receive a refund, and get a financial breakdown of my payments. Confirmation of a processed refund check came on November 22nd, 2023, with it being mailed on November 20th. During this call, I also requested a financial breakdown, promised within 48 hours, but I had to call again on November 28th, 2023, to receive it.
  
  Upon reviewing the breakdown, I noticed the refund was only $19.53. When I inquired about the discrepancy on November 28th, the agent explained it was due to undisclosed program fees.
  
  According to APP, $2391.60 has been processed by Toyota, covering the base $478.32 owed each month. AutoPayPlus, however, charged me $261.54 twice a month (or $523.08 a month) and an additional $483.22 in June, including two service fees of $2.45. This creates a $445.48 discrepancy, and Toyota has not received the extra amount intended to expedite my loan payoff.
  
  Despite my request for a $445.48 refund, the agent did not agree with me. The breakdown for reference is as follows:
  
  Toyota:
  - June 24: $478.32
  - Aug 03: $478.32
  - Sep 05: $478.32
  - Oct 02: $478.32
  - Nov 02: $478.32
  - Total: $2391.60 received by Toyota
  
  APP:
  - June 15: $483.22 (includes two service fees of $2.45)
  - July 3/July 17: $523.08
  - Aug 1/Aug 15: $523.08
  - Sep 1/Sep 15: $523.08
  - Oct 2/Oct 16: $523.08
  - Nov 1: $261.54
  - Total: $2837.08 charged by APP
  
  Discrepancy: $445.48

  Business Response

  Date: 12/13/2023

  Dear
  Sir or Madam:
  
  We recently received a complaint from Miss ***** **** regarding her enrollment into the AutoPayPlus (APP) program. I reached out to
  Miss **** on 12/13/23; during our call she informed me that all of the
  particulars of the program were not disclosed to her at the time she signed up
  for APP. We discussed that the ACH Debit Agreement (Enrollment Form) was signed
  electronically by her; however, Miss **** stated that she does not remember
  having received a copy of the form. After further discussion, I informed Miss
  **** that we normally do not offer refunds when an account cancels and
  specifically when we have been servicing an account for five plus months (she
  enrolled on 6/8/23). However, based on the particulars discussed I informed
  Miss **** that I would authorize the refund of half of the enrollment fee
  ($199) to which she agreed was acceptable.
  
  In closing, I would like to apologize to Miss **** for any
  inconvenience caused. We will pass on the information to our dealer partner, so
  they are aware of her grievance. Additionally, we are expediting her refund to
  the address we confirmed on our telephone call. Lastly, I would like Miss ****
  to know that we are sorry for this issue and we are committed to her
  satisfaction and hope that we can earn her business again in the future.
  
  Sincerely,
  
  AP M****
  Director of Operations

  Customer Answer

  Date: 12/13/2023

  
  
  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:10/23/2023

  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 have contacted this business regarding my payment change 3 times! All to which I waiting 1 hour or more and all ended in being hung up. I have paid my bill for October and today on OCT 20, 2023 I was billing $1,007.00 from my savings for a car payment that is $527.00 a month.
  I've emailed, caller, and text to cancel my involvement with such program but they keep dodging my intentions to do so.
  I am tired of this company, I want my money back, and I was some sort of resolve as this issue will through off my bank in what I owe, how much, and when I will pay. I need HELP!

  Business Response

  Date: 11/02/2023

  
  Dear
  Sir or Madam:
  
  In the last line of Mr* ******* BBB
  complaint, he asked for help. Immediately upon receiving his complaint, we
  began our internal research into the opportunities presented therein. First, we
  would like to thank Mr. ****** for his service to our great nation as he is an
  active-duty service member. Based on our findings, it appears that the
  dealership originally onboarded his account (7/22/23) on a bi-weekly debit
  cycle, which was subsequently changed to a monthly debit cycle when Mrs. ******
  called on 9/29/23.
  
  Moreover, we made two payments of
  $927.20 on Mr* ******* behalf, with the September 5th payment being
  posted on 9/1/23 and the October 5th payment posting on 10/2/23.
  Additionally, the account was cancelled on 10/25/23 and no debits have been
  processed since cancellation. Lastly any overages on the account will be
  refunded to the address we have on file. I did attempt to speak to Mr. ******;
  however, when I called on 10/31/23 to discuss the complaint and to verify his
  mailing address I was unable to connect with him. In closing, we appreciate the
  opportunity to service Mr* ******* needs and would like to extend an open
  invitation for them to utilize our services again in the future should they
  have a need.
  
  Sincerely,
  
  AP M****
  Director of Operations

• Initial Complaint

  Date:10/23/2023

  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.

  This company is was still withdrawing money for a car payment that i already paid did one refund but refused to refund me for another payment that was drafted from my account

  Business Response

  Date: 10/24/2023

  Dear Sir or
  Madam,
  
  I am writing in
  response to a complaint filed on 10/20/23 against AutoPayPlus (APP) regarding
  an outstanding refund. We take customer concerns very seriously, and I would
  like to extend my sincere apologies for any inconvenience that Ms. ******
  experienced due to the delay in receiving her refund.
  
  After conducting
  a comprehensive investigation into this matter, we reached out to Ms. ****** to
  express our deepest regrets for the delay in issuing her refund. We have given
  the highest priority to expedite the processing of her refund, and I am pleased
  to inform you that the refund check has been dispatched today and is expected
  to reach Ms. ****** by tomorrow.
  
  In addition to
  addressing the immediate refund, we have conducted a thorough review of our
  refund processing procedures. As part of our commitment to continuous improvement,
  we have introduced enhanced training protocols to ensure that similar incidents
  do not reoccur. Our primary objective is to provide a seamless and hassle-free
  experience for all our valued Members.
  
  In conclusion,
  we would like to convey our sincere apologies to Ms. ****** for any
  inconvenience she may have endured due to the delay in her refund. We also want
  to emphasize how much we value Ms. ****** as a member and extend an open
  invitation to assist her with any future needs. If there are any further
  questions, comments, or concerns, please do not hesitate to contact us, and we
  will do our utmost to address them.
  
  Sincerely,
  Katherine P***
  Chief Marketing
  Officer
  

• Initial Complaint

  Date:10/11/2023

  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 purchased a 2021 Dodge Ram from HGreg and was signed up for AutoPayPlus with the promise that this would reduce the length of the loan and save interest as it would make bi weekly payments. I was told that I would have to make an initial full payment of 769.13, which did occur. The first payment was sent to the lien company Ally as promised on September 1, 2023. However, since then they have deducted 386.14 from my checking account on 08/30, 09/13 and 09/27. No further payments have been made to Ally since September 1. Ally is now contacting me stating my loan is past due. There is another withdrawal from my checking account scheduled for tomorrow. I logged on the website for Auto Pay to find my account was inactive with no explanation why. I called them today and stayed on hold for over an hour. Left my number finally to get a call back, nothing. I sent a message on their website, nothing. At this point I want to know why my account is inactive, yet they are still taking money from my account and not paying my lienholder. I would also appreciate to be contacted immediately as my credit is being negatively affected by this. My Auto Pay Plus account number is *******

  Business Response

  Date: 10/13/2023

  Dear
  Sir or Madam:
  
  I recently had the pleasure of
  speaking with Mr. ****** **** regarding the particulars he outlined in his
  complaint. During our conversation we discussed:
  
  Payments are debited bi-weekly and submitted to
  the lender monthly by the payment due date.
  A bi-weekly debit cycle has 26 debits in a year.
  AutoPayPlus will process 24
  debits to make the regularly scheduled 12 monthly payments.
  The 2 extra half debits (25th & 26th debits) are sent to the lender as a principal
  payment (after service fees have been applied).
  This payment method results in
  a reduction of terms of approximately 7 months. 
  
  Lastly, I apologized for the
  escalated hold times and the reason why the account was placed on hold. Since
  our conversation on 10/11/23, I reactivated Mr. *****s account and ensured that
  a principal payment of $748.57 was mailed to his lender. In closing, I would
  like to again apologize for any inconvenience caused and would like to
  reiterate our commitment to provide Mr. Wynn with a “world class” loan
  servicing experience.
  
  Sincerely,
  
  AP M****
  Director of Operations

  Customer Answer

  Date: 10/17/2023

  
  
  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.

  Thanks to Mr. M**** for resolving the issue amicably.  

  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:09/28/2023

  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 entered into contract with AutoPay Plus. They took money out of my account every 2 weeks. They did not make additional payments to my car loan as stated. I have asked 5 times to cancel my account and refund my overpayment money $997.38 and they just keep calling me and leaving voicemails. I want a refund and to cancel my account.

  Business Response

  Date: 10/02/2023

  Dear
  Sir or Madam:
  
  AutoPayPlus (APP) recently received a
  complaint from Mr. ***** regarding cancelling his APP account and receiving his
  refund for overpayment. Additionally, Mr. ***** expressed that he was expecting
  to receive a particular amount back for his refund. On 10/2/23 Mr. ***** and I
  were able to connect/speak; after researching the issue (we reviewed all the
  debit dates and amounts) we both concluded that the refund amount of $518.31
  was correct.
  
  Moreover, I expressed to Mr. *****
  that we would expedite his refund so it would be put in the mail immediately
  for delivery. Lastly, I verified before terminating our call that Mr. ***** was
  comfortable with our findings and that the refund amount was correct. Mr. *****
  expressed that he did not have any further questions, comments or concerns that
  would warrant additional follow-up. In closing, APP would like Mr. ***** to
  know that we appreciate his patronage over the last year and would relish the
  opportunity to service his needs again in the future.
  
  Sincerely,
  
  AP Matus
  Director
  of Operations

• Initial Complaint

  Date:09/05/2023

  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 am writing to file a complaint against AutoPayPlus for concerning discrepancies and poor service. Despite making bi-weekly payments totaling $5,425.02 since January 2023, my lender received only $4,185.16, creating a substantial $1,239.86 difference. Pictures of my transaction history with AutoPayPlus and my Lender are included.
  
  Hidden fees, including a $399 payment and $2.50 ACH fee per transaction, were imposed without proper disclosure. Additionally, the absence of accessible contracts and agreements on their customer portal adds to the frustration. As evident by their review history on BBB of the 19 reviews, 17 of them are 1 star, and only 2 of them are above 3 stars. Furthermore, there are a few reviews on BBB made by other consumers alluding that the information for the $399 or $400 fee was not accessible or disclosed. I have attached pictures of the navigation taskbar of their "personalized consumer portal" which was marketed to contain my personal account information for their service. In that, there were no options to view the Executed Agreement or Disclosures, I as the consumer, executed with AutoPayPlus.
  
  During a recent call on August 31, 2023, AutoPayPlus cancelled my account, per my request, but declined to refund the $1,239.86 discrepancy. In my cancellation e-mail, also attached, no mention was made for any refund of the excess funds they collected. I kindly request BBB intervention to ensure a fair resolution and refund of the mentioned difference. Your assistance in this matter is greatly appreciated.

  Business Response

  Date: 09/08/2023

  Dear
  Sir or Madam:
  
  Late last year (December 30, 2022),
  Mr. ***** ******** purchased a 2014 Lexus CT200 at Arlington Nissan. His loan
  was established with payments due on the 13th of each month, with
  his first payment due on 2/13/23. In Mr. ********’s complaint, he states,
  “Despite making bi-weekly payments totaling $5,425.02 since January 2023, my
  lender received only $4,185.16, creating a substantial $1,239.86 difference.”.
  
  Per the screenshot, “AutoPayPlus Transaction History as
  of 8.31.23” there are seventeen (17) debits of $301.39 listed, this
  equates to: $5,123.63 in debits having been processed by AutoPayPlus
  (APP). In his complaint, he listed a total of $5,425.02 since January,
  which is overstated by $301.39.
  
  I confirmed that APP sent seven (7)
  payments of $597.88, which totals $4,185.16 (as stated in his complaint). In
  addition, he expressed, “Hidden fees, including a $399 payment and $2.50 ACH
  fee per transaction, were imposed without proper disclosure. Additionally, the
  absence of accessible contracts and agreements on their customer portal adds to
  the frustration.”.
  
  Our records indicate that Mr. ******** selected the
  bi-weekly payment option when he purchased his vehicle. Within 24 hours of
  onboarding a loan with APP we send a text message providing a link where
  our customers can download the enrollment form.
  
  On Page 2 under, “General
  Description of the Client Service”, it states, “You authorize us to debit
  your bank account number and routing number using ACH for payment of the
  specified loan(s) and related fees in accordance with a regularly scheduled
  recurring amount on a timeframe chosen by you (each, a “Transaction”). Your
  loan(s) are paid monthly unless we advise you otherwise. You also authorize us
  to debit any amount that you owe in an amount up to three (3) regularly
  scheduled debits plus $250. Payments to lender(s) (each, a “Lender”) on your
  behalf may be in the form of check or other electronic payment methods. 
  You are not entitled to any interest that may accrue on debited funds pending
  disbursement to your Lender and the timing of any such transfer is at our
  discretion. The initial debits will be applied to the Enrollment Fee
  until paid in full. Should that result in a balance deficiency at time
  a schedule payment is due to a Lender, we will advance funds on your behalf
  with no interest charged until you have a positive balance. The Service, as
  described herein, may be amended by us at any time, upon notice, as set forth
  above. Moreover, we retain full discretion to refuse to accept any user or to
  complete any Transaction at any time.”.
  
  On page 3 under “Service Fees and
  Payments” it states,” You shall pay all fees and charges
  listed on this Agreement applicable to the Service, including, but not limited
  to:

  Up to $399 Enrollment, Account
  Verification fee of $2.45, ACH fee of $1.25/weekly debit, $2.45/biweekly,
  bimonthly or monthly debit;
  NSF ($29.50), Revoked Debit ($50), Stop Payment ($25)
  fees, Customer Advises Not Authorized ($50);
  FedEx Request ($35), Rush Check Request ($10), Phone
  Payment ($10), Paper Statements Mailed ($5);
  Inactivity Fees of $7.50 per month, Escheatment Fee
  (Unclaimed Account) of $50; and
  Any additional fees that you may contract for or incur
  in connection with your use of the Service.
  
  I have attached the Enrollment Form
  (ACH Debit Agreement) that was electronically signed on 1/4/23 at 2:30 pm. In
  addition, the “Terms and Conditions” have been available at* ****************************************** which also outlines our fee
  schedule. Lastly, I called and spoke to Mr. ******** on 9/7/23, wherein I
  expressed that I was following up on this BBB complaint. We reviewed the
  information submitted, I presented my findings and we verbally agreed to a follow
  up call for 9/8/23 to discuss any outstanding items. On our follow up call on
  9/8/23, we discussed his concerns, which were namely: point of sale
  disclosure and information accessibility on the APP customer portal.
  Ultimately, we were able to reach an amicable agreement wherein both parties
  agreed to put this matter to rest. We would like to thank Mr. ******** for his
  patience and candor as we collaborated on a solution. In closing, APP would
  like to extend an offer to assist Mr. ******** if he should have any future
  payment servicing needs.
  
  Sincerely,
  
  AP M****
  Director of Operations

• Initial Complaint

  Date:07/28/2023

  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.

  Was falsely signed up for this scam through the dealership where I purchased my vehicle. Was told it was a program through my finance company that would allow me to pay down my loan faster, resulting in a lowered interest rate if I chose the option to pay bi-weekly. Once I noticed that my extra payments were not posting to my Nissan Finance account I started digging into this company only to learn that it is a 3rd party payment processing firm. I absolutely am capable of paying my bills on my own and do not need company A to send only a fraction of my money to company B and then start pocketing everything else. They were holding approximately $700 of my money that I was told was being paid toward my loan. After hours on hold I finally got this account closed (or so I thought) and even have email proof of closure. I have since refinanced this vehicle loan, closed out the checking account in which AutoPayPlus were drafting from, filed fraud disputes with my bank and am getting the FTC involved. I am now being harassed with automated texts and calls from AutoPayPlus who is still trying to debit my account and telling me that I need to take care of my recent outstanding payment. After reading numerous very similar BBB reviews I believe this should be a class action lawsuit both against this company and dealerships who falsely mislead their customers into signing on for this.

  Business Response

  Date: 08/03/2023

  Dear
  Sir or Madam:
  
  Recently on 7/28/2023 Mrs. **** ********* filed a complaint with the BBB wherein she cited three (3) primary
  concerns with establishing her AutoPayPlus account; they are:
  
  “Was falsely signed up for this scam through the dealership where I purchased my vehicle.”.
  
  “…I noticed that my extra payments were not posting to my Nissan Finance Account…”.
  
  “I am now being harassed with automated texts and calls from AutoPayPlus…”.
  
  Please note I have attached the
  *********’s ACH Debit Agreement (enrollment form), which was provided
  electronically at the point of sale. In regard to the first item listed; our
  records indicate that the *********’s purchased a vehicle on 3/25/23. They signed
  up for bi-weekly payments with AutoPayPlus and electronically signed the ACH
  Debit Agreement (enrollment form) at 2:11 pm.
  
  The second concern listed above is in
  regard to how AutoPayplus customers are debited and how the payments are made
  on behalf of our customers.
  
  In the attached ACH Debit Agreement/enrollment
  form, on the third page you will find under: General Description of
  the Client Service, that it states:
  “You authorize us to debit your bank account number and routing number using ACH for payment of the specified loan(s) and related fees in accordance with a regularly scheduled recurring amount on a time-frame chosen by you (each, a “Transaction”). Your loan(s) are paid monthly unless we advise you otherwise. You also authorize us to debit any amount that you owe in an amount up to three (3) regularly scheduled debits plus $250. Payments to lender(s) (each, a “Lender”) on your behalf may be in the form of check or other electronic payment methods.  You are not entitled to any interest that may accrue on debited funds pending disbursement to your Lender and the timing of any such transfer is at our discretion. The initial debits will be applied to the Enrollment Fee until paid in full. Should that result in a balance deficiency at time a schedule payment is due to a Lender, we will advance funds on your behalf with no interest charged until you have a positive balance. The Service, as described herein, may be amended by us at any time, upon notice, as set forth above. Moreover, we retain full discretion to refuse to accept any user or to complete any Transaction at any time.”.
  
  Once the enrollment fee of $399 has
  been satisfied the two (2) extra debits that are collected in a twenty-six
  bi-weekly debit cycle are forwarded to your lender as a principal payment.
  
  The third concern surrounds the *********’s
  apprehension about how AutoPayPlus’ attempted to contact them in order to
  resolve their concerns. When we were notified on 7/28/23 that the *********’s
  did not want any further contact from our organization we responded by ceasing
  communication attempts immediately. It is important to note that our first
  attempt to contact the *********’s was on 7/25/23 and was in response to an
  email requesting their account be cancelled and to receive a call back to
  discuss. Since then, we spoke to the *********’s on 7/26/23 to cancel their
  account and again on 7/28/23 to discuss the four (4) revoked debits after
  AutoPayPlus sent three (3) payments on their behalf. In closing, we apologize
  for any inconvenience that the *********’s encountered and would like them to
  know that we are available to service their loan payment needs in the future.
  
  Sincerely,
  
  AP M****
  Director of Operations

• Initial Complaint

  Date:06/15/2023

  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.

  I purchased a 2020 Nissan Rogue in the beginning of June. The finance person at the dealership asked if I wanted to sign up for autopsy to sync to my paychecks to cut my interest in half. I said OK thinking she meant auto payments being scheduled through my bank that the loan came from. It was not told to me that AutoPayplus is a 3rd party business. As soon as June 8 hits, the $240 comes out of my account. I keep checking my auto loan and don’t see any payments posted. I look back in my bank statement and see “AutoPayPlus” next to the withdrawal, not “******* *** Auto Loan.” I immediately call my bank and they say companies like this usually mail the checks which is why it takes longer, I tried logging in to AutoPay but am not able, and I have called several times with no help. No one past the people who verify my account have called me back. I was not given a log in to even cancel.
  
  Now I am afraid I won’t be able to cancel in time and will be out $240 that could’ve been put towards my loan.
  
  Very unhappy and stressed.

  Business Response

  Date: 06/22/2023

  Dear Sir or Madam:
  
  On 6/15/2023 Mrs.
  ****** alerted our organization of an issue she was experiencing. Initially
  when she called, she expressed that she wanted to cancel her AutoPayPlus (APP)
  account. Upon her request we placed her account on “Hold” so no further debits
  would be processed from her bank account and transferred her to the Member
  Relations Team. Unfortunately, during the transfer process to the Member
  Relations department (the team that processes cancellation requests) the call
  did not connect. Mrs* ****** also sent an email to APP (on 6/15/23), which we
  received at 10:56 am wherein she expressed her desire to speak to someone
  regarding the concerns she outlined in her email. At 11:38 am she spoke to an
  APP Team Member named Sam who addressed her concerns by explaining the benefits
  of AutoPayPlus, then by cancelling her account and requesting a refund of the
  debit we processed on 6/8/23.
  
  To ensure her
  needs were addressed, I reached out to Mrs* ****** on 6/21/23 to confirm that
  her concerns have been attended to as well as to verify that her refund check
  is being mailed to the address on file. She confirmed that there were no
  pending outstanding issues. I thanked Mrs* ****** for her feedback and informed
  her that APP is always available and at her disposal should she need us in the
  future.
  
  
  Sincerely,
  
  AP M****
  Director of
  Operations

  Customer Answer

  Date: 06/26/2023

  
  
  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,
  
  
  
  ****** ******