AC Auto Pay

We have reviewed Mr*** complaintHe has, in fact, paid his loan of as of March 16, Our process and many other's in the industry is to send out title to the consumer within thirty daysAs an offer of good will, we have released this lien and sent title to Mr*** via *** ***He
will receive it on April 4,

Complaint: [redacted]
I am rejecting this response because:I spoke with an agent at AutoPay around 5:30 pm eastern on 4/27/2018. They have now told me that I am 188 days past due. I could not make a payment before because AutoPay could not find my account. Now, they are telling me I am behind and cannot set up a payment until I become current on payments. They would not tell me if they could bring me to current or if this has impacted my credit score even though this is AutoPay’s mistake and not mine. I have been trying to get this resolved for months. Also, I tried to speak to a supervisor, but they were out of the office until the next week. 
Sincerely,
[redacted]

We did in fact respond to this complaint. Ms. [redacted], Ms. [redacted] in our dealings, was sent title on April 4, 2018.

Complaint: [redacted]
I am rejecting this response because:I initially learned about this company through [redacted]. To complete the application process for credit I had to log into this company’s website. Not [redacted]’s. It clearly states on the first page of their website that they will not enact a hard credit pull until a credit offer is accepted. I at no time accepted a offer of credit so a hard pull should not have been done per their website. This is clearly misleading. Regardless if this company states that the hard credit pull will not greatly affect my credit score, it is still misleading to the consumer and the hard credit pull should have not been implemented. Why is this company in the practice of doing hard credit pulls when it clearly states on their website they will not do that till after a loan offer is accepted? Are they implying that if I had not learned about their company through [redacted] and learned about them instead through a search engine this would not have happened?
Sincerely,
[redacted]

Mr. [redacted] did facilitate a loan through Autopay. It was for [redacted]. The loan was originated when  living in Nebraska. Mr. [redacted] moved to North Carolina and needed to completed several tasks to allow for his vehicle to be titled/registered in North Carolina. this took...

several months. In the interim the credit union could not hold the loan as they were not holding a security interest. Autopay did have to buy the loan from the credit union and there was an issue doing so. Autopay does own the loan and it is now within the systems. Mr. [redacted] has not made any payment during the time, has not been penalized and not has his credit affected negatively.

We have researched the consumer's complaint. We do not show the account being reported to the credit bureaus as "collections". We have not received a copy of a credit report reflecting so, nor do we have any control on the [redacted] information. We did, however, on April 4, 2018 submit a manual...

report to the reporting agencies, Equifax, Experian and Trans Union, reporting the account as paid in full.

Complaint: [redacted]
I am rejecting this response because: this account was reported to the credit bureaus as be in “collections” status.  Please see attachment. This 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]

Mr. [redacted] did, in fact, acknowledge and affirm the pull of his credit when he signed in through [redacted], our source of his application. While that is the case and we can not speak specifically to his credit report. The fact is looking for new credit can equate with higher risk, but most...

Credit Scores are not affected by multiple inquiries from auto, mortgage or student loan lenders within a short period of time. We were authorized to have the report pulled and believe the inquiry is not driving the current credit condition.

I have reviewed the customer’s complaint and I believe there are many inaccuracies throughout her complaint.  Ms. [redacted] did purchase a car from [redacted] in the state of [redacted] and the dealership did sell her account to Autopay on or around May 16th 2014.  On October 29th, 2015...

Autopay received a call from the customer advising Autopay she has moved from [redacted] to [redacted] and needs to register her car in the state of [redacted].  The agent she was speaking with emailed our titles department her request. On 11/2/16 Autopay explained to the customer, in order for Autopay to process the request to release the title to the state of [redacted], Autopay would need a request from the IL DMV stating exactly what they need from Autopay to process the title request.  Once Autopay received all the required information from the State of [redacted], our titles department faxed a copy of the title (front and back), the customer move letter, and a servicing letter to [redacted] Secretary of State so the customer could register her vehicle.   That same day, November 20th, 2015, Autopay sent the State of [redacted] all the original documents which included the original title for the vehicle.  The information was sent via [redacted].    Ms. [redacted] spoke to [redacted], a supervisor, on November 20th, 2015 and he explained to the customer her documents were sent overnight to the DMV.  Autopay never received a perfected title back from the State of [redacted].  During the conversation with [redacted] on 11/20/15, the customer had some questions about the release of her title once her contract was satisfied.  [redacted] explained to Ms. [redacted], if she continues to make payments with her credit card, her title would not be release for 90 days from the final credit card payment date.  Credit Card transactions can be disputed up to 90 days with the card company, and in order to ensure the contract has been satisfied, Autopay waits for 90 days prior to releasing the title when a credit card is used to pay off an account. It was suggested to Ms. [redacted] she makes her final payments via [redacted] or check in order to get her title sooner.   We also advised her, she could take a non-dispute form to her bank and have them sign and notarize the form stating her final payment will not be disputed.  The customer stated she did not want to spend the extra money for [redacted] and was not going to take the time to get the non-dispute form signed.     On 3/16/16 the customer made her final payment using a credit card.   On 6/17/2016 the customer contacted our office in regards to the release of her title.  There is no record of the customer calling Autopay a dozen times in regards to the release of her lien / title. Also, there is no record of the customer ever speaking to [redacted] at Autopay.   The agent she spoke to on 6/17/2016 advised the release had not been processed as of that day.  June 17th, 2016 was a Friday and on June 20th, 2016, the following Monday, a lien release was mailed to the customer’s address.  Since Autopay never received the title back from the State of [redacted], we provided the customer a lien release.  She can take that lien release to the DMV and get a title with her name on it, clear of any liens.  Ms. [redacted] confirmed in her complaint she received her lien release, so she has everything she needs in her possession to get a title from the State of [redacted].

Autopay received the paper title from the State of Florida on August 25th, 2016.  The title was sent overnight to the customer the same day, August 25th, 2016.  Per the [redacted] tracking information, the title was delivered to the customer on Friday, August 26th at 12:39pm.

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

Complaint: 11439328
I am rejecting this response because: I understand how financial institutions work, thank you. Maybe you should retrain your call center reps on what "underwriting" actually means. If you're shopping around to find me a lender, that's not underwriting. Underwriting is "to show agreement with or to support by or as if by signing one's name to, as a statement or decision.." not to figure out based on my information if you can find me a lender. Hopefully this will provide you a better understanding next time your dealing with potential customers. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am fully aware of all of this and I have heard it several times. You 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 company. I am not in the wrong, you are and I suggest you fix it on your end and make it right.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11082277, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (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.

Mr. [redacted]’s loan was placed with a 3rd party collection agency December of 2015 for non-payment of his car note.  Autopay received the settlement funds from the collection agency on June 17th, 2016.  The debtor’s title was mailed to him within 45 days from receiving the funding from the...

collection agency.  This matter has been settled.

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

I believe this complaint was addressed in yesterday's response to Mr. [redacted] Revdex.com review he submitted on 3/31/2016.  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. [redacted]...

for any rude treatment he may have received when speaking to our customer service department. I appreciate him taking the time to express his concerns through the Revdex.com forum and his concerns will be reviewed by our quality control department. Autopay strives to provide first class customer service, and when we don’t meet these expectations, Autopay will act promptly to correct the issue. In reviewing Mr. [redacted] file, I believe his recent frustration involves his recent payoff on his account. Autopay received a dealer payoff check on 1/25/2016, which overpaid his account by $300.01. An overage check (ck#7134) was issued today in the amount of $300.01 and will be mailed to the customer’s home address we have on file. If Mr. [redacted] has any question or concerns please reach out to me directly. Sincerely, Joel Potter AUTOPAY Direct: [redacted] Toll Free 1-855-219-0123 Fax 720-307-3534 Submitted: 03/31/2016

Initial Business Response /* (1000, 6, 2015/12/14) */
I have reviewed the complaint filed by Mr. [redacted] and researched his application process with our lending department. I am in agreement with Mr. [redacted], his loan took longer than what our expected target goal is set for. His contract date...

was 11/12/15, funding date was on 12/3/2015 and the payoff was sent to [redacted] Credit Union on 12/7/2015. The deal has been funded and his loan is now with [redacted] Credit Union.
AC Autopay was the originator for his loan application. Autopay collects all the necessary documents and shops the loan with several of our lenders, attempting to find the customer the best rate available. Along with processing all the loan documents, Autopay also does the necessary title work specific to the state the customer lives in. There is a lot of time and paperwork that goes into getting a customer funded. Our agents are trained to disclose the origination fee while discussing the loan with potential customers. If this did not take place verbally, I apologize, this is certainly not how we train our agent and we will use this as a training opportunity. The fee however is disclosed on both the Loan and Security Agreement under the Itemization of the Amount Financed and in a separate Product Disclosure form. Both of these forms were signed by Mr. [redacted] and I have attached the forms to this complaint.
Again, I do apologize to Mr. [redacted] for the delays and miscommunications with our agent. I did attempt to reach out to Mr. [redacted] and left him a message on his voice mail, but I did not get a return call. In an effort to show good faith to the consumer, I am requesting a refund for the loan origination fee to be sent directly to Mr. [redacted]. If Mr. [redacted] has any questions or comments, feel free to give me [redacted] a call directly at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate the response in this matter. I actually have not gotten a chance to check the voicemail as I am out of the country until end of the year. We are relieved to say at least that seller's credit union received the pay off check and it's finally over. Any refund in service fee would be greatly appreciated. I can follow up when I return.
Thank you

Complaint: [redacted]
I am rejecting this response because:
I will proceed with further legal action and see this company in court because I have never had a Mercedes-Benz and this is not my signature on the paper work. In addition my address is not correct. My zip code is not [redacted], it is [redacted]. Also, it seems that this account maybe an account that was opened with my information without my knowledge. Therefore I will file identity theft with the police department today as well.   Sincerely, [redacted]