AC Auto Pay

Complaint: 11439328
I am rejecting this response because: The representative never stated that it was simply a quote. When 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 72 months instead of 60. 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 doing. I sincerely hope they go out of business. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/09/21) */
The consumer's automobile loan was in fact serviced here at Autopay on behalf of her lender, Finco Management. Autopay transferred servicing of the account back to the lender, [redacted] on May 31, 2015. The loan was not paid in full at...

that time and the title was sent to Finco Management to continue process. The loan was not paid in full and the title is in possession of her original lender.

On March 9th 2016, our customer service agent and collection manager attempted to explain to the customer’s daughter, an authorized third party, the procedure to get her mother’s title released prior to the 90 day credit card hold.  The 90 day credit card hold is a safeguard in place to ensure...

a customer doesn’t turn around and dispute a transaction after they receive the title.     The customer’s daughter did not accept the explanation that was given and became confrontational with our staff.  At that point, Autopay advised the daughter we would need to deal with our customer directly, since these type of requests need to come directly from the signer or co-signer of the contract.   Once the customer was on the line, for security purposes, she was asked to verify some basic information to ensure Autopay was speaking to the correct person.  The credit card waiver form has been emailed to the customer.   I have also attached a copy of the form to the response.  If the customer has any questions on how to go about filling out the form, she can call our customer service department.  The original notarized copy must be returned to the address listed on the bottom of the form.   Once the completed form is received, Autopay will release the title to the customer.

Complaint: [redacted]
I am rejecting this response because:
I called the phone number that a.c. Autopay gave me in their last response and I was informed a check $860 and some change was mailed to A.C.. Autopay last month .  This is what I have been dealing with from the beginning  . So AC Autopay has my refund when are they going to mail the $860 and change going to be mailed to me Thank you
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/23) */
I have reviewed and researched the complaint filed by Ms. [redacted]. Ms. [redacted] complaint has some validity, there was an error made when boarding her loan. Autopay boarded a principal balance using the total amount of payment data in the...

Truth-In-Lending disclosure on her contract. Autopay corrected the error using the principal balance listed on her contract and calcualated her payments accordingly. I contacted the customer on 10/21/15 and went over the error and the correction made and she seemed satisfied per our discussion.
I also reviewed the status of her vehicle. Her vehicle was impounded by the City and County of [redacted] In order for Autopay to get the vehicle out of impound, we had to sign a 4 page agreement with the Prosecution and Code Enforcement department. In said agreement,one of the stipulations is as follows, "Lien Holders Guarantee Not TO Return Motor Vehicle To Owner". I have attached a copy of the agreement for the customer to review. I also discussed this issue with the customer. Our loss control department put the vehicle on a temporary hold at the auction to give the customer a couple of days to research her options, if any, with the City of [redacted] If there are no new developments, Autopay will move forward with liquidations next Tuesday, 10/27/15. I gave the customer my phone number to report any updates.

Ms. [redacted] motorcycle lease was placed with a third party collection agency on December 25th, 2015.   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.

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. However we have still not received the lien release, only the title. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/19) */
I have reviewed Mr. [redacted]'s complaint and I believe there are some inaccuracies in his accusations. Autopay boarded Mr. [redacted]'s loan on or around 3/26/2015. At the time of boarding, the customer's first payment due date was on 4/12/2015. ...

Mr. [redacted] has had several slow pays since the loan has been in our office. I attached a PDF file that includes a copy of his payment history for review. The mailing address and the phone number Autopay has on file matches the information Mr. [redacted] provided to the Revdex.com. On three different occasions, Autopay mailed the customer a right to cure notice. The most recent right to cure letter was mailed to the customer on 9/23/2015. A copy of this letter is included in the PDF attachment for review. Our collections department made numerous attempts to reach Mr. [redacted] to resolve his delinquency with no success. Once Mr. [redacted]'s account reached the 59 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 employment. At that time Mr. [redacted] contacted our office and attempted to pay his past due balances using a 3rd party's credit card. The 3rd party card holder was not available to authorize the transaction so Autopay did not accept the payment. There are no notes or supporting documents from the customer in regards to his payment information being incorrect. The only document the customer provided did not pertain to his account. I included a copy of the document Mr. [redacted] provided to Autopay which would be page 3 of the attached PDF file.
A notice of intent to sell was also sent to the customer. It is not too late for Mr. [redacted] to contact our loss control department and resolve his delinquency and fees owed to redeem his vehicle. The 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.

I have reviewed the complaint filed by Mr. [redacted].  The contract and the loan document both support the customer elected to purchase Warranty and Gap products.  Once the deal goes to funding the cancellation of these products must go through the warranty and gap companies.  Mr....

[redacted] ended up paying off his loan less than 30 days from funding.  I contacted both companies and explained the situation and I obtained cancellation documents for both the warranty and gap products.  I sent these documents to the customer and he signed and sent them back.   I have submitted both cancellation request to the gap and warranty company and we are awaiting the refund from them.  Mr. [redacted] will receive a full refund for these products once the warranty and gap company process the refund.  I have spoken to the customer and explained the process.   I understand Mr. [redacted] frustration.  The loan consultant he was dealing with departed from Autopay shortly after closing this loan.  I spent some time on the phone with the customer, reviewing his contract and the itemization of amount financed and the truth and lending disclosure.  I believe I answered all the questions the customer had, and if any other questions arise, he has my contact information and can call me at any time.       Thank you, [redacted]

The complaint filed by Ms. [redacted] is directed towards the dealership, [redacted]o, not AC Autopay.   Ms. [redacted] purchased her vehicle from the dealer on 10/1/2013, and [redacted] Auto sold her loan to AC Autopay on or around 11/22/2013.  Notes on her file indicate she...

tried to trade in her vehicle to [redacted] back in March of 2014, and at that time, the dealership was still in business.   Attached is a copy of the bill of sale and contract that was provided to Autopay by the dealer.  In reviewing the contract and bill of sale provided by the dealership, there is no evidence of a written clause regarding trading in her vehicle.   If Ms. [redacted] has a copy of a contract that is different than the one provided by the dealership, I would encourage her to fax it in to our office for review.  As of today, the customer has a remaining balance on her contract of $4,270.94.  The customer has a decent payment history with Autopay, but even with that decent payment history, she is still upside down on her loan.  Along with the attached bill of sale and contract, a copy of the NADA with an estimated mileage of 220,000 is attached.  In an effort to help the customer out, Autopay is willing to settle out Ms. [redacted]’s loan based off the rough trade-in value.     If Ms. [redacted] would like to take advantage of this generous offer, please contact [redacted] at [redacted], so we can discuss the details of this offer.   If this offer is not confirmed by the customer by the end of August 2016, it will be considered null and void, and Autopay will continue to go by the terms and conditions of her installment contract.

I have reviewed the customer's complaint and I apologize for
the length of time it took to get the cancellation of the Gap and Warranty
processed. Our goal is to handle cancellations
within a week window, and this clearly took much longer than weeks. Autopay
has a lot of consumers that take
advantage of the Gap and Vehicle Protection Plans we offer, which means we send
over a high volume of deals to the Gap and Warranty companies each week. It appears in this instance, the customer
cancelled the vehicle protection product prior to the company receiving the
funding from Autopay. Once the warranty
company received the proceeds from Autopay, which was included in a bulk check
for multiple deals, they recognized the customer had cancelled the product and cut
Autopay a refund check. Autopay received
the refund check, but there was a question on the details of the check, and which
loan it belong to.
Yesterday evening, July 7th, 2016, Autopay hand delivered
check # [redacted] in the amount of $and check # [redacted] in the amount of
$to the customer's finance company.
The $covers the vehicle
protection plan product, and the $covers the remaining Gap amount ($38.39),
plus the disputed interest amount ($31.29).
The disputed interest was calculated based off the product amount $3099.00,
the contract interest rate of 2.49%, and days of interest. The days was calculated from the contract
date of 2/16/to an end date of 7/14/16.
I believe this should satisfy the desired settlement requested by the
consumer.

We are sorry [redacted] feels this way. We did receive her application from [redacted] for refinance on her automobile loan. Unfortunately, at this time we do not have any programs that will fit her needs.

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'm sorry, I am not clear on what you are claiming in your response. Your old loan was paid off, on the amount your lender advised. We are merely asking for you to substantiate a balance there, as they are not advising us a balance remained. "We" did not get paid anything, as you state. You took a new loan with [redacted] at 6.56% with a $486 monthly payment. We paid off your previous loan with a $583 payment accruing at a 14.4% interest rate. I'm not sure what you think was done wrong here. Send us a statement showing you have a balance remaining with [redacted] and we can go from there. If there is not a balance there, we are unclear what you are claiming. You initially said you had a $2000+ balance with them, now we have spiraled into a new series of claims that we do not understand.

In response to Mr. [redacted] complaint, Autopay has mailed a copy of his pre-computed retail installment contract for his 2001 Cadillac DaVille to the address he provided. Please note, there is no co-signer on these documents, Mr. [redacted] is the primary obligor per the signed contract. All finance...

charges are in accordance to the Federal Truth in Lending Disclosures per the contract. The customer’s request for voluntary repossession has been submitted to our loss control department for review.   Our effort to secure the collateral in 2014 was unsuccessful, as the collateral was not located at the customer’s address. Autopay 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 40469 Denver, CO 80204.

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 1/16/2016.  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 made. I 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 review. Autopay is unable to assist any further unless we know why the Texas DMV is rejecting her registration.

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]
bull my loan Buy out was 27 something now I owe 28.9 I asked the credit union about it. They said u told them 28.9 was the buy out .. if u paid the old loan 27 something and the credit union paid u 28.9 that's almost a2 grand difference pay it back

Initial Business Response /[redacted]/
I had an opportunity to review the complaint filed by Mr. [redacted]. The CPI (Insurance)was cancelled effective 3/2/15. Mr. [redacted] was issued credit to his loan for $326 on May 12, 2015. The account still remains delinquent and is reporting to the...

bureaus as delinquent.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with the insurance BRS personally many times since 3/2/15. I was told the insurance was still on the file. I also talked to autopay since then and was told by their staff the money insurance was still in place. This response is a lie. I spoke with Lilliana with BRS in May and was told the insurance was still in place. If that was refunded, why was I not informed in May? Also, the insurance was in place on the car always. THere was a breif break from 2/20/15 to 3/1/15 with liberty mutual and the insurance was in place since 1/2015. I do not understand why it was placed in Jan 2015 if my policy did not lapse until 2/2015. I received a bill in the mail from autopay this week and it does not show any adjustments. I still feel my credit should be restored because my car was reposessed due to this.
Final Business Response /[redacted]/
I would suggest that [redacted] review his statement dated 6/5/2015 which reflects the credit issued. I would also suggest if [redacted] has additional concerns regarding the insurance he call and speak with one of our Loan Servicing Managers. [redacted] has struggled to stay current on his account since November of 2014. We will continue to report accurate information as we have been doing.
Complaint Response Date bumped because: Holiday

I have attached a copy of Ms. [redacted] payment history for her to review.   Since Autopay obtained the loan in January of 2014, the customer has only been assessed one late charge in the amount of $1.88 on May 25th, 2015.  The customer spoke to a collections manager at that time, who...

explained to the customer she was not allotting for the $5.00 convenience fee when paying her payments on-line.  In reviewing the notes and payment history on the customer’s account, it would appear the customer has difficulties navigating her payments on the automated IVR system, not accounting for the $5.00 convenience fee.  The customer has on several occasions accused Autopay of charging more on her card than the actual payment amount made.  We have asked for the customer several times to fax over a copy of her bank statement supporting her accusations, but nothing is ever sent.    I would suggest for the customer to review the payment history against her bank statements, and if she has any discrepancies in the amount paid, provide proof of such discrepancies and Autopay will research the matter.

Complaint: [redacted]
I am rejecting this response because:The business has had 45 days to accomplish this. After 30+ days I called and it still had not even been ordered from the state of Florida by their own admission. For this complaint to be settled the title will need to be in hand as I have been told numerous stories as to where my title is. So far the delay has cost me 2 different buyers of the bike who couldn't wait any longer for the title. 
Sincerely,
[redacted]