AC Auto Pay

We apologize for any confusion this matter may have caused the customerThe warranty cancellation was requested on Monday 10/23/I generally takes two weeks to receive the warranty checksWe look to have this matter resolved once we receive the check

Autopay was not able to secure the approval for Mr*** refinance. Autopay has a network of lenders, and our goal, is to secure financing that will meet or exceed the customer’s needs. Autopay never extended a verbal or written offer to the customer. Our agent gave the
customer an initial verbal quote and told him she would try to secure the financing to achieve his goals. All quotes are contingent upon approval. Unfortunately, Autopay was not able to get approval for the loan that was initially quoted. Autopay will remove Mr*** information from our system

AC Autopay placed the customer’s auto loan with third party collection agency November 25th, because the account was severely delinquent. The amount of the debt placed with the agency was $2,878.23. Once an account is place with the agency, all calls Autopay receives in
regards to the debt, get referred to the collection agencyThe agency provides monthly close and return reports for any accounts that have been closed for any reason, which includes settlement accounts. To ensure the validity of the funds received, the agency will generally wait 60-days to report the closed and returned settlement accounts to AC AutopayOn September 13, 2016, the customer called our customer service department asking for his title. At that time, our agent explained to the customer Autopay had not received the paperwork from the collection agency stating the account was closed and settled. Our agent explained to the customer, the notification could take up to days to receive from the collection agency. On September 14, 2016, Autopay’s manager reviewed all past close and returned reports, and was not able to locate a settlement confirmation for this account. She then emailed the collection agency and requested confirmation of the settlement. On September 21st, the customer contacted our office again asking about the title. Our agent advised the customer we are still waiting to hear back from the collection agency. During this conversation, there was a third party in the background screaming and cursing towards our agent. Our agent advised the customer if the cursing in the background continues, she would terminate the call. The cursing did continue and the call was terminated. The customer then called back and received a different agent. Our agent explained our manager sent an email and has not received a response back. A follow up email was sent at that time to the collection agency. On September 22, 2106, AC Autopay received an email back from the collection agency confirming the account had been settled for $1,208.85. That same day, the manager emailed a request to the titles department to release the title to the customer. The title was released to the customer on Friday, September 23rd Autopay did not take advantage of this customer, if anything, Autopay helped this customer out. Autopay gives the collection agency authority to settle accounts on our behalf. The customer saved $1,on the settlement which was a very generous offer, saving over 50% of the remaining contract balance owed

No fax number or email address was provided in the response to the customer’s Revdex.com complaint It clearly states, “The original notarized copy must be returned to the address listed on the bottom of the form.” The address that appears on the bottom of the form is: ** *** *** *** ** ***. If the customer has any questions on how to go about filling out the form, she can call our customer service department

In response to the complaint filed by *** ***, a copy of her contract she signed on 2/7/with Franklinton Pre-Owned, Incis attached for her viewing. Autopay played no role in her selection of vehicle or the terms of her contract. Ms*** entered into this contract voluntarily
and agreed to the terms and conditions of her contract at the time of purchase. The dealership sold her note to Autopay on or around April 23rd, 2014, over two months after the purchase took place. In reviewing the history on Ms*** loan, it is abundantly apparent that Autopay has worked with the customer over the past two years to keep her on the road. Part of Ms*** loan agreement was an agreement for the installation of a GPS and code based starter interrupt systemOn 10/2/and on 6/1/the customer was given a monthly deferment do to hardships the customer encountered. These deferments assisted keeping her loan up-to-date and to prevent disabling her starter interruptOn several occasions, Autopay has agreed to take postdated payments from the customer on her past due bill and released GPS codes to keep her vehicle enabled. This is not the business practice for Autopay to release codes based off postdated credit card payments. Autopay has made many concessions for Ms*** to try to help her outJust this month, Autopay released a code based off a postdated credit card payment which came back declined. Our supervisor has explained on multiple occasions the importance of making payments on time and explained Autopay cannot keep releasing codes based off postdated payments. If Ms*** paid all her payments on time per her contractual due date, she would only have a balance owing of $1,113.58. Since timely payments were not made, Ms*** has created a rather large balloon payment at the end of her loan stemming from her past deferments and her slow payments. As far as Ms*** desired settlement. I have removed all contact numbers for the customer and requested to stop sending out statements. Autopay is not going to forgive the remaining amount due, however if Ms*** would like to give me a call perhaps we can work out a settlement agreement to satisfy both parties. Regards, *** *** *** ** ** *** *** ** *** *** ***

I believe *** now has the response we submitted through an email responsePlease advise if still needing clarification

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,
*** ***Guy called me as well as processed the Gap Refundnow I'm just waiting for the bank!! Thanks!

In regard to Mr***'s complaint, we are in conflict with some of his stated factsWe did in fact assist in obtaining new loan for Mr***His previous loan was with *** *** ***We procured two separate payoffs quotes from the bank and sent payoff via *** *** in
the amount of $27,333.51, received and cashed by the bank on 1/16/We have inquired as to any remaining balance and have not been able to ascertain if one exists and what amount if a balance does remain*** *** did release their lien and in course this is done only after clearing an existing obligationWe are happy to review any document from *** reflecting a remaining balance and assist in clearing saidMr*** was past due on his previous obligation when we paid off the loan, but that also should have been included in the payoff amount they provided Autopay.In regard to the affidavit Mr*** references as suspect in the process, it is what's referred to as a "one in the same" documentWhen a consumer has some variance in related documentation, i.edriver's licence, auto insurance, vehicle registration, etcthat reflects a different names, in this case *** versus ***, it merely is a statement saying "i am the same person"We also in this process, as an aside, procured a new loan at more than half the interest rate versus the original loan.We are, again, happy to review any documentation from the previous lender, i.ea payment history, reflecting a remaining balance on the *** loan

We believe this matter is closedThe complainant, while not our customer, is the auto dealer in a transaction our customer worked withThe customer's account was paid in full, but only five days prior to the dealer contacting our officeThere was some confusion here on his attempt to speak with
our offices and for that, we do apologizewe had no directive from our customer to speak with this individual and that likely led to the majority of the confusionWhile it is our policy, and most others in this industry, to release lien thirty days after pay off, we did make an exception and clear the lien and release title to our consumer early

On February 13th, Mr*** financed a Mercedes-Benz CL Class from *** *** *** located at *** *** *** *** ** *** On or around March 2nd, *** *** *** sold the financing to AC Autopay. Per the contract signed by the customer, ***
*** *** reserves the right to transfer the contract to another party. Per the notes on Mr*** account, he was well aware AC Autopay was handling his auto loan. On November 17th, Autopay responded to a credit bureau dispute and a copy of the contract, buyers order, application, copy of his driver license, reference sheet, right of repossession sheet and application of title was mailed to Mr***'s home address. The attachment to this complaint contains the deficiency balance letter ($10,404.85) that was mailed to the customer after the repossession and liquidation of the collateral. Also included with the attachment is is a copy of the signed contract, buyer's order and a copy of the title

As to this complaint, we believe it to have been resolvedMr***’s related paperwork had been received by the *** Department of Motor Vehicles on 12/23/via *** ***, tracking # ***, signed for by ** ***All necessary paperwork is in the possession of the State to
register the vehicleAs an aside, the seller of Mr***’s vehicle was responsible for the submission of the documents in questionWe procured such from them and forwarded to resolve this issue

Mr***’s contract was done electronically. After completing the electronic contract, the customer could have either saved the file to his computer or printed out a copy of the contract for his records. At the time of purchase, Mr*** worked for the dealership he was buying the
vehicle from, and should have been familiar with this process. On July 20th, 2016, Autopay sent Mr*** a hard copy of the contract he signed along with copies of all letters that were previously mailed to him, per his request. Mr***’s vehicle was repossessed for non-payment and for failure to pay the remaining amount of his deferred down payment. Autopay’s initial redemption quote to Mr*** did not include the deferred down payment he owed. The redemption amount was corrected the same day to include the deferred down payment amount, and was communicated to Mr*** by one of our collection managers. Autopay funded Mr***’s loan based off the contract and information Mr*** electronically signed and completed. Mr*** failed his obligation of contractual payments owed and his deferred down payment owed. Not only has Mr*** failed to make his contractual payments on time, the one payment he did make on 6/7/2016, charged back from the credit card company as fraudulent. Autopay submitted a request to delete Autopay’s trade line on Mr***’s credit bureauThe deletion of the trade lines, in no way releases the customer’s obligation of his contract

We are very sorry *** *** has had an unpleasant experienceWe did make some errors within the process, but have worked diligently to correct allWe have been in contact with *** *** as recently as today, May We believe we have remedied the situation with *** *** and consider the matter closed,
at this time

Complaint: ***
I am rejecting this response because: As you listen to in the first recording of my first call with auto pay I specifically agreed to only ONE hard inquiry, if Autopay doesn’t correct this I reach out to the bank that pulled the inquiry and settle this with them and autopay can deal with them to resolve this situation
Sincerely,
Joel ***

We have reviewed all information pertaining to the consumer complaintMr*** reached us through our partner tributary with *** ***eWithin the application process there it does advise a hard credit pull may be executed and the consumer, Mr*** acknowledges and approves such before
even the first contact with AutopayGiven Mr***'s current credit situation, we were unable to procure a better scenario versus his current car loan termsWe did, in fact send his application to two credit unions attempting to procure better termsWe will not be moving to attempt and remove the inquiries from the reportsWhile our position is Mr*** did consent to such inquiries, we feel it most prudent to point out that this will not damage his credit and the credit bureaus and their respective scoring models make contingency specifically for auto loans and mortgages, versus say credit card applicationsIt is common practice to look to more than one lender in many situations and thus Fair Isaac Corporation describes the process as such:If you apply for several credit cards within a short period of time, multiple inquirieswill appear on your reportLooking for new credit can equate with higher risk, but Credit Scores are not affected by multiple inquiries from auto, mortgage or student loan lenders within a short period of time

We apologize for the delay but a
refund has not yet been issued on this accountWe have not received the check from the warranty company as of yetWhich needs to be received before we can issue the refund checkWe apologize for the inconvenience this may cause, however we do assure that once the check from the warranty company has been received we will promptly issue the refund check

As stated in the previous response, the customer loan to value ratio was too high for the Credit Union to fund her loan. Her loan amount is much higher than the value of her vehicle; she is up-side-down on her current loan. The $would have gone towards her loan balance, lowering her loan to value ratio, her amount owed, and it would have made her new monthly payment lower. The Credit Union looks at a variety of factors when finalizing a deal. It is quite possible the Credit Union would have been comfortable with the loan to value ratio that was presented on the original deal, if there had not been a chapter discharge on her credit in the past months. Autopay can only submit the best deal possible for the consumer and it is up to the lender to approve the final deal. In this case, the lender offered a great deal with a $down payment stipulation, taking her from a 26.93% interest rate to a 4.5% interest rate. This deal would have saved the consumer over $in payments during the first year of her contract

The consumer’s complaint has been reviewed and the inbound call made by the consumer to Autopay’s call center on 10/11/has been reviewed. At the beginning of the call, our agent gathered application information from the consumer and disclosed he would be doing a soft-pull on her and the
co-buyer’s credit to pre-qualify them for a refinance with one of Autopay’s lending partners. As stated in the complaint, her car did not qualify because she owes a lot more on her loan than the value of the car. Our agent then advised the consumer, Autopay does work with a lender that refinances motorcycles and proceeded to get additional information for their *** ***. Again, the consumer owes more on her motorcycle loan than what the bike is worth, however it fell within the loan-to-value guidelines set forth by the Credit Union, so our agent put together a loan proposal for the Credit UnionAt this point in the conversation, our agent clearly informed the consumer the Credit Union partner would need to do a hard pull on their credit in order to review the application for the refinance on the *** ***, at which time she provided both her and the co-application’s social security numbersThis is on a recorded call and is clearly disclosed to the consumer. The Credit Union declined the loan proposal for two reasons; insufficient collateral and escalating debt. The consumer will receive an adverse action letter from the Credit Union regarding that decision. Escalating debt is different than outstanding or past due debt. In the past months, the consumers took out a new unsecured installment loan and a revolving credit card that has a high balance. These two new accounts would fall into the category of escalating debt. It is unfortunate that Autopay was not able to procure financing with one of our lending partners to help out the consumer. After reviewing the entire phone conversation, our agent worked hard and disclosed the necessary information to the consumer. Our Credit Union partners provide general guidelines to Autopay for applications, but the final decision comes from the Credit Union’s underwriting department

First off, I would like to offer my condolences to Ms*** for the loss of her father. Losing a love one is difficult and I appreciate the fact you are trying to take care of your father’s account. I have reviewed the notes and there are a couple things I would like to point
out. On June 19th, the customer, *** ***, gave verbal authorization to Autopay to speak to his daughter *** *** in reference to future payment matters on his account. *** *** is not listed on the loan and Autopay never received a written power of attorney assigning her as the executor of his estate*** *** contacted our office on February 11th, 2016, prior to the customer’s death, and offered our agent a settlement on her account. In general, Autopay does not settle out an account unless there is an extenuating circumstance that would justify a modification of the loan agreementAny sort of loan modification request would need to be in writing and come directly from the signer on the loan agreement, as this could affect the customer credit rating. No written settlement offer was received from the customer. On April 1st, Autopay received a copy of *** ***’s death certificate, showing he passed away the beginning of March 2016. The death certificate does list a surviving spouse. On April 8th, *** called Autopay, and spoke to an agent, who transferred her to a supervisor’s voice mail. The supervisor, ***, has attempted to reach *** on a couple occasions without any success I would like to suggest for *** and her mother to call Autopay and speak to either myself, Joel Potter at ext or *** at ext to review options. Sincerely, *** ***

Good afternoon, Although we are not in agreement with the perspective presented in Mr***'s complaint, he was issued a refund of $on 1/26/A request to cancel his GAP insurance policy was issued on 1/24/He was provided with the carrier's direct contact information to follow
up with that itemRefunds for such items normally are received within daysThere was initially a delay as payoff for his loan was not received until January 19, The payment Mr*** is referencing was deducted January 17, He had not made any request to stop his automated payment prior and, again, we had not received a payoff prior to that scheduled payment