AC Auto Pay

Initial Business Response / [redacted] (1000, 7, 2015/06/08) */ One of our Loan Servicing Managers spoke with [redacted] last week. [redacted] advised [redacted] that the payment made on 12/12/14 was returned for nonsufficient funds. [redacted] advised [redacted] that the bank statement that was provide was... not sufficient as it was not a complete statement with the running balance. [redacted] also address that there was no charge for $2000 added to the consumers account. [redacted] was suppose to get back in touch with our office regarding the bank statement. As of todays date we have not heard back from the consumer. The account still remains delinquent and without a complete bank statement we can not issue credit for the returned check.

I spoke to Ms [redacted] in regards to her complaint and we came to an agreed amount to settle out her account I believe Ms [redacted] is satisfied with the desired settlement

I believe this complaint was addressed in yesterday's response to Mr [redacted] Revdex.com review he submitted on 3/31/ I copied the response below in case he has not had a chance to review yet First, and foremost, I would like to take this opportunity to apologize to Mr*** for any rude treatment he may have received when speaking to our customer service departmentI appreciate him taking the time to express his concerns through the Revdex.com forum and his concerns will be reviewed by our quality control departmentAutopay strives to provide first class customer service, and when we don’t meet these expectations, Autopay will act promptly to correct the issueIn reviewing Mr [redacted] file, I believe his recent frustration involves his recent payoff on his accountAutopay received a dealer payoff check on 1/25/2016, which overpaid his account by $An overage check (ck#7134) was issued today in the amount of $and will be mailed to the customer’s home address we have on fileIf Mr [redacted] has any question or concerns please reach out to me directlySincerely, Joel Potter AUTOPAY Direct: [redacted] Toll Free 1-855-219-Fax 720-307-Submitted: 03/31/

Complaint: [redacted] I am rejecting this response because:I am fully aware of all of this and I have heard it several timesYou are missing the point and quite frankly I do not appreciate how unprofessional you are and I guess you are forgetting the fact that I have a signed agreement by myself and your companyI am not in the wrong, you are and I suggest you fix it on your end and make it right Sincerely, [redacted] ***

We are deeply sorry this customer feels this has not been resolvedWe have mailed out the check to [redacted] on 11/01/for the amount of the refund warranty per our proceduresWe have been under the impression that this matter is now resolved

Complaint: [redacted] I am rejecting this response because: this account was reported to the credit bureaus as be in “collections” status Please see attachmentThis caused my credit to decline 40+ points It has now been removed, but caused some damage and delays in some plans I had like buying a house Sincerely, [redacted]

I have reviewed the complaint filed by the customer and acknowledge there were title issues at the dealer level when they sold the car Autopay communicated with the dealer to assist in getting the problem corrected, and asked the dealer to issue the customer a temporary tag while they corrected this matter Attached is a copy of the “Title Rejection Correction Receipt” dated 12/8/2015, which is the proof of application for certificate of title and registration correction Also attached is a copy of the perfected title listing the customer as the owner, and Autopay as the lienholder The corrected title was issued 1/16/ Autopay records indicate all the proper paperwork has been submitted to the Texas Department of Motor vehicles, and there should be no problem for the customer to register her vehicle In our recent conversations with the customer, Autopay has asked for her to provide a document from the Texas DMV explaining why they are not allowing her to register her car The customer has failed to provide any such documentation since the correction was madeI would suggest the customer print out both the attached documents and go to the DMV to register her car If the DMV is unable to process the registration with the paperwork that has been filed, then the customer must request a written explanation from the DMV as to what is needed to get the vehicle registered That documentation can either be faxed [redacted] or emailed ([email protected]) to Autopay for reviewAutopay is unable to assist any further unless we know why the Texas DMV is rejecting her registration

Ms [redacted] motorcycle lease was placed with a third party collection agency on December 25th, She did not pay off her lease directly to Autopay Judging from her complaint, she paid off her balance with PBCM, the third party collection agency we referred the account to If in fact the debtor did payoff her balance in the month of February to PBCM, they will provide a report showing the account has been paid off Since the alleged payoff happened in Mid-February, it would most likely be on the end of month March report from PBCM PBCM has to allow enough time from the final payment date to ensure all funds are valid before reporting paid to their client Once Autopay receives the paid report showing her account has been satisfied, MS [redacted] account will be updated accordingly and her title will be released

In response to Mr [redacted] complaint, Autopay has mailed a copy of his pre-computed retail installment contract for his Cadillac DaVille to the address he providedPlease note, there is no co-signer on these documents, Mr [redacted] is the primary obligor per the signed contractAll finance charges are in accordance to the Federal Truth in Lending Disclosures per the contractThe customer’s request for voluntary repossession has been submitted to our loss control department for review Our effort to secure the collateral in was unsuccessful, as the collateral was not located at the customer’s addressAutopay is in full compliance with the Federal Bankruptcy Courts If the customer chooses to file bankruptcy, please provide the courts with this address for notification Autopay Po Box Denver, CO

Complaint: I am rejecting this response because: The representative never stated that it was simply a quoteWhen she stated that they would not be able to provide a lower interest rate, I asked what they could do at the same rate, for months instead of At this point the rep stated that my payments on that would be $385, which I accepted, and the representative advised she would "forward the information over to Underwriting." This is unfair business practices and I would never wish anyone with half a brain to waste their time and get their hopes up for a company that doesn't know what they are doingI sincerely hope they go out of business Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/11/19) */ I have reviewed Mr [redacted] 's complaint and I believe there are some inaccuracies in his accusationsAutopay boarded Mr [redacted] 's loan on or around 3/26/At the time of boarding, the customer's first payment due date was on 4/12/ Mr [redacted] has had several slow pays since the loan has been in our officeI attached a PDF file that includes a copy of his payment history for reviewThe mailing address and the phone number Autopay has on file matches the information Mr [redacted] provided to the Revdex.comOn three different occasions, Autopay mailed the customer a right to cure noticeThe most recent right to cure letter was mailed to the customer on 9/23/A copy of this letter is included in the PDF attachment for reviewOur collections department made numerous attempts to reach Mr [redacted] to resolve his delinquency with no successOnce Mr [redacted] 's account reached the days past due mark our loss control department assigned the account for repossession Our repossession agent located and hooked up the Mr [redacted] 's vehicle at his place of employmentAt that time Mr [redacted] contacted our office and attempted to pay his past due balances using a 3rd party's credit cardThe 3rd party card holder was not available to authorize the transaction so Autopay did not accept the paymentThere are no notes or supporting documents from the customer in regards to his payment information being incorrectThe only document the customer provided did not pertain to his accountI included a copy of the document Mr [redacted] provided to Autopay which would be page of the attached PDF file A notice of intent to sell was also sent to the customerIt is not too late for Mr [redacted] to contact our loss control department and resolve his delinquency and fees owed to redeem his vehicleThe notice of intent to sell expires on 11/22/2015, however I have asked for our loss control department to place the unit on hold until the end of the month giving Mr [redacted] a few extra days to come up with the funds to redeem the vehicle

Revdex.com: [redacted] with Autopay and [redacted] provided outstanding serviceI wouldn't trust [redacted] in sales, though [redacted] and [redacted] and [redacted] with AAC were awesome everything is completed, and I'm totally satisfied, please close the complaints! Thanks again for your help! [redacted] Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: I have contacted *** State DOL within the past week and they have not received any paperwork for the vehicleThey further confirm that the vehicle is still registered to the previous owner
Sincerely,
*** ***

The customer, who lives in the state of Florida, did pay off his lease agreement with Autopay for his Motolease Financial lease agreement. Since this is a lease and not a standard loan, the title lists Motolease as the owner of the bike. All titles are done electronically in the state of
Florida, so in order for Autopay to release a paper title, Autopay must order it from the state of Florida. Autopay has ordered the title from the state of Florida and we are currently waiting for the paper title. Once the paper title is received, it will be released to the customer along with a lease termination bill of sale, so the customer can transfer ownership to himself

Complaint:
I am rejecting this response because:Luckily for me my daughter insisted this be facilitated through her attorney and there was a fax number as well as an email provided, I will supply the email to the Revdex.com if necessary
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
THE WHOLE IDEA OF THIS COMPLAINT IS BECAUSE OF THE AMOUNT OF TIME IT TOOK TO RELEASE MY TITLE !!! AFTER SENDING A *** *** THAT IS INSTANT PAYMENT I SHOULD HAVE GOTTEN MY TITLE WITHIN A REASONABLE TIME !!! I WILL NEVER USE THIS COMPANY AGAIN AND WOULD NEVER REFER IT TO ANY OF MY FRIENDSBY THE WAY I DID RECEIVE MY TITLE ON 03/04/

Autopay satisfied our obligation to the customer by providing the customer a lien release. Autopay did not lose the customer’s title; it was never return by the IL DMV. If the customer has proof the DMV returned the title, please provide the tracking number information, so it can be researched further. I contacted the customer on June 30th, to explain the series of events that took place, which the customer disagreed withWe agreed to disagreeOn June 30th, Autopay mailed check# *** payable to the customer in the amount of $to cover the cost for a new title. If the customer has any further difficulties or questions, please feel free to reach out to me directly, and I will do my best to assist you. *** *** ***

Autopay uses a multitude of lenders to find our customers the best and most competitive rate as possible. Ms*** deal was put together based off the Credit Unions criteria for approval. Ms*** deal would have taken her from a 26.93% APR down to a 4.5% APR, saving her
thousands of dollars during the life of her loan. The deal was submitted to the Credit Union for funding, and the Credit Union advised Autopay of a stipulation requiring a $down payment to fund the deal at the 4.5% APR. The customer’s loan to value ratio for her vehicle was too high, creating the need for the down payment. I understand Ms***’s frustration of this being sprung on her so far into the process, which most certainly was not our intention. However, the down payment stipulation is required by the Credit Union for approval, and that could not be changed

Judging from your response, clearly there was a miscommunication of how the lending process works, and I apologize for that. In your response you stated, “She would forward the information over to underwriting.” Underwriting refers to the structured process used by financial service companies to assess the creditworthiness or risk of potential customers. The underwriting department reviews all aspects of the loan submitted, such as, employment history, resident history, salary, debt to income ratio, credit reports and scores, age and miles on the car, and length of loan. Hopefully understanding this process will help you the next time you are dealing with a financial institution. Sincerely, *** ***