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.

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  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:04/14/2025

  Type:Order 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 bought car from ****** Springfield PA they signed me up in auto pay plus. Now, they were deducting $780 but bi-weekly. Now, I have paid the car loan right away but autopay still deducting money even though *********** car had closed the account. They have atleast taken $1000 but not reflecting on *********** since the loan was paid off. Where does the money go?I called my bank to reject Autopayplus so that was taken care of but still there is not trace where my payment go. I tried getting someone in autopay plus but I was on hold for more than 2 hours in multiple instance but no luck. Why would car Dealership use them if they are scamming people.I need to get my money back.

  Business Response

  Date: 04/15/2025

  Re:Response to BBB Complaint ******* ********, Complaint ID: ********
  
  To Whom It May Concern,
  
  AutoPayPlus appreciates the opportunity to respond to the concerns submitted by our member,Ms. ******* ********.
  
  Ms.******** enrolled in the AutoPayPlus program on January 13, 2025. As part of our service, AutoPayPlus made two payments of $780.98 each on her behalf to her lender, ************************. These payments were posted and cashed by the lender on February 25, 2025, and March 26, 2025each ahead of her scheduled due dates of February 27 and March 27, respectively. Ms. ******** was charged $390.49 in enrollment fees in accordance with the terms of our program. In total, AutoPayPlus debited $1,952.45 from Ms. ********* account. With two full loan payments made totaling $1,561.96 and $390.49 applied to the enrollment fee, there is no remaining balance available for refund.
  
  While we regret any confusion or inconvenience Ms. ******** may have experienced, our records reflect that she did not notify us in writing of her loan payoff or request to cancel the program until we received this BBB complaint on April *******. That same day, Ms. ******** registered for her member portal **************************** provides several convenient communication options, including two-way text messaging and the ability to schedule a callback at a preferred time through ********. Both tools are available within the member portal to ensure timely and efficient support.
  
  Upon receiving her complaint, we honored Ms. ********* request and cancelled her account. Additionally, we submitted proof of payment to her lender to assist with any follow-up she may need to conduct. Since lenders do not notify AutoPayPlus when a loan is paid off, it is incumbent upon the member to inform us so we may promptly stop program services. We trust this addresses the concerns outlined in the complaint. Should Ms. ******** have any additional questions, we remain available and committed to assisting her.
  
  Sincerely,
  ******* P. *****
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:03/26/2025

  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.

  Service line refuses to provide a live agent even though it says it will. Then cycles through the same service line messages over and over while still not providing said "live agent." Also told me to take a deep breath as I expressed intent to submit a complaint with BBB.

  Business Response

  Date: 04/01/2025

  To Whom It May Concern,
  
  We appreciate the opportunity to clarify the events surrounding Mr. ******* recent interaction with our company and to provide details regarding the resolution of his request. Mr. ****** enrolled with AutoPayPlus on January *******. Since enrollment, our company successfully made 25 loan payments on his behalf as part of our biweekly loan payment service. Leading up to his cancellation request, our system sent SMS messages to Mr. ****** offering a congratulatory note on his loan payoff and providing a Calendly link to schedule a call with a live agent. Unfortunately, these messages remained in a "pending" status, indicating they may not have been delivered or reviewed.
  
  On March 26, 2025, the same day Mr. ****** submitted his BBB complaint, he contacted our call center and spoke with an agent. During the call, Mr. ****** confirmed that his loan had been paid off directly with ****** and requested to cancel his account. Our agent verified his information and submitted a refund request on his behalf. Mr. ****** was informed that the refund would be mailed to the address on file within 14 business days, and he acknowledged and accepted this explanation. Following this resolution, on March 31, 2025, I personally followed up by phone to address Mr. ******* BBB complaint. I left a voicemail confirming that I was reaching out in response to the concerns he raised and welcomed him to contact me directly should he have any further questions or need additional assistance. At AutoPayPlus, we remain committed to delivering a positive and reliable experience for every member. Should Mr. ****** have any future financial service needs, we would be honored to serve him again. We sincerely thank him for the time he spent with us and for the opportunity to address his concerns.
  
  Sincerely,

  
  ****** P. *****
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:03/20/2025

  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.

  On 12/10/2024, my wife and I purchased a new car from Great Lakes ******* in ********, **. During the process, we were asked if we wanted to save on interest by paying bi-monthly of course this is appealing. We asked if this was with *******, they said yes. I started getting emails from AutoPay Plus, but thought they were a scam since I'd never heard of ******* wife and I did not sign anything to join this company. We were told our payments would go straight to *******. Not correct, they were being gathered by this ************ company. While I understand that the dealership has issues here too (and I will be dealing with them), I sat on a phone today (3/20/2025) on hold for 3+ hours attempting to cancel this service that I did not authorize. I also enrolled today on their site for the first time and it offers zero information, only that I signed up when I bought the car.I also submitted a request for someone to call me.This is deceptive, especially since most lenders allow FREE debits - this company is charging me $399, then $2.99 each ****** far, AutoPay Plus has debited $2151.61 from my checking account.On 3/23, they'll have paid ******* $1828.86 A difference of $322.75.I do not want this service. I didn't authorize it, it was NEVER explained to **** want a refund of the difference noted above $322.75, I want this contract canceled with no further owed to this company.

  Business Response

  Date: 03/31/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to the concerns raised by Mrs. ****** ***************. Mrs. *************** was originally enrolled into the AutoPayPlus program on December 10, 2024. During her enrollment, we successfully made three payments on her behalf, with the final electronic payment sent on March 21, 2025. On March 21, 2025, our representative spoke directly with Mrs. ***************, providing clarification regarding AutoPayPlus' role as a third-party facilitator for payments. During this interaction,the representative explained that previously processed charges were non-refundable, which Mrs. *************** acknowledged.
  
  Additionally,on March 27, 2025, I personally contacted Mrs. *************** to extend our sincere apologies for any inconvenience she experienced. During this call, she expressed difficulties in reaching her dealership. To assist her further a member of our Dealer Relations Team has reached out to the dealership to express her concerns directly. We sincerely apologize again for any confusion or inconvenience caused and remain committed to clear communication and comprehensive support. AutoPayPlus considers this matter resolved, but we remain available should further assistance be required.
  
  Respectfully,
  
  ******* P.*****
  Sr. ******** of Operations
  AutoPayPlus

• Initial Complaint

  Date:02/14/2025

  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.

  AutoPayPlus is being used as a middle man to pay our monthly mortgage payments but they end up causing more confusion with the mortgage company and late fees.We cannot find a to stop the process on their website and even when we submit a request to have them call us they never call back. My guess is they know they provide no value for making mortgage payments because the mortgage companies provide the same service but without the confusion. It feels like they are purposely making it difficult to stop the process.

  Business Response

  Date: 02/18/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address Mrs. ********* concerns. AutoPayPlus values transparency and customer satisfaction, and we appreciate the chance to clarify the steps we have taken to resolve this matter.
  
  Response to Mrs. ********* Concerns:
  
  AutoPayPlus received an inquiry from Mrs. ******** via our member portal on February 13, 2025, at 8:28 AM. In response, we promptly attempted to contact her at the phone number listed in her submission (ending in 8929). A voicemail was left at that number.
  
  On February 14, 2025, at 6:24 PM, we made a second attempt to reach Mrs. ******** at the same number. However, the individual who answered informed our agent that we had reached the wrong number. Additionally, we noticed that the contact number listed on this BBB complaint differs from the one we have on record.
  
  Direct Outreach & Resolution:
  
  On February 18, 2025, I personally contacted Mrs. ******** at ************** and was able to discuss her concerns directly. She informed me that her husband had submitted the BBB complaint and that their primary frustration stemmed from the lack of an easy-to-follow format on our website for updating mortgage escrow changes.
  
  I apologized for the inconvenience and assured Mrs. ******** that I would escalate her feedback to our ******************** for review. I also informed her that many of our members choose to upload their mortgage statements annually to help us maintain accurate records. Mrs. ******** mentioned that she already has a scheduled Calendly call on February 24, 2025, with ****** *. to discuss their concerns further. I reiterated the benefits of remaining enrolled with AutoPayPlus and assured her that we are committed to improving the customer experience. She stated that she will discuss the matter with her husband and make a final determination after the call with ******.
  
  Current Account Status:
  
  Mrs.********* AutoPayPlus account remains active, and I confirmed with her that her next debit dates are February 24, 2025, and March 1, 2025. We appreciate the opportunity to address this matter directly with Mrs. ******** and look forward to assisting her further based on the outcome of her scheduled discussion. AutoPayPlus remains committed to providing transparent and efficient service to our members, and we sincerely apologize for any frustration this issue may have caused.
  
  
  Sincerely,
  ** *****
  Senior Director of Operations
  AutoPayPlus
  

• Initial Complaint

  Date:09/18/2024

  Type:Billing 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 vehicle from a ********** dealer. I got charged by $1020 on Sep 16th but I never signed up for the service/loan. My correct loan amount is $939 through ********** directly, which I already scheduled from Oct 1. I didnt even put my bank account info into ******************** website. They managed to have me charged maybe by getting info from the dealership.

  Business Response

  Date: 09/25/2024

  September 25, 2024
  Better Business Bureau
  Attention: Dispute Resolution Team
  
  RE: Complaint ID ******** Billing or Collection Issues
  Dear BBB Dispute Resolution Team,
  
  Thank you for bringing this matter to our attention. AutoPayPlus takes all complaints seriously and we have thoroughly reviewed the details of this customers concern regarding billing and collection issues.
  
  Customer's Statement:
  
  The customer states they were charged $1,020 on September 16, 2024, and alleges that they never signed up for the AutoPayPlus service. Additionally, the customer claims their correct loan amount is $939 through ********** directly, and they have already scheduled payments for their loan starting on October 1, 2024. The customer also asserts that they did not provide bank account information to AutoPayPlus and suspects that the charge may have originated from the dealership.
  
  Our Findings:
  
  Upon reviewing the account, we determined that the charge referenced was initiated as part of a payment processing agreement associated with the purchase of the vehicle. Our records indicate that the customer was provided with information regarding the AutoPayPlus service during the transaction process through our dealer partner.
  On September 23, 2024, I called the customer to discuss the particulars of their complaint;however, I was unable to connect and left a voicemail message. To address the customer's claim that they never signed up for the AutoPayPlus service, I have included their electronically signed enrollment form that originated at the point of sale from our dealer partner. This enrollment form provides clarity on how AutoPayPlus obtained the customer's account information.
  
  The amount charged to the customers account was $1,020.72, which includes a payment of $1,017.73 and a $2.99 ACH fee. This amount is based on a monthly payment cycle with the added benefit of payment acceleration.
  
  Resolution:
  
  To resolve the matter, AutoPayPlus apologizes for any inconvenience caused and has taken the following actions:
  
  I have attached the electronically signed enrollment form to this complaint response for review.
  
  On September 24, 2024, we will issue a refund of the $1,020.72 to the customers address on file.
  
  Next Steps:
  
  Should the customer have any further questions, they are welcome to contact our customer service team at ************** for additional assistance.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  ** *****
  Sr. ******** of Operations
  AutoPayPlus

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  The business provided a document showing I signed up for the AutoPayPlus at the purchase of the vehicle. It is not true because I have never seen this document nor there was my signature. I have a USB drive that contains all the documents signed when purchasing the vehicle and this document is not amongst them. Also, the monthly amount in their document $1020 is different to the actual loan monthly $930. The whole thing was very unprofessional.
  

  However, considering they have sent the refund, I have accepted the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thanks for your quick and effective handling of the complaint. I was very impressed and greatly appreciate your help. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/26/2024

  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.

  AutopayPlus was my loan servicer for my auto loan. I was notified by the bank of a late payment fee being added to my loan amount; after requesting additional information from my bank, the payment was sent to the bank 11-days after the due date. This exceeded their policy of a 10-day grace ******* I called AutoPayPlus and they blamed the payment date on the dealer since it was written that way. After speaking to a customer service representative, it appears that they were happy to cancel my service but stated that they were going to withhold ****** from me since their service fee is $399was not aware of any of the fees that AutopayPlus charged me and they never tried making it right.

  Business Response

  Date: 08/27/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised by Mr. ***************************** regarding his experience with AutoPayPlus. We take all customer feedback seriously and are committed to resolving any issues promptly.
  
  Explanation of Service and Charges:
  
  ******************** enrolled in the AutoPayPlus program on June 5, 2024. On June *******, ******************** contacted AutoPayPlus and spoke with a representative to review his account details, including confirming his first loan payment date of July 20, 2024, which ******************** agreed to. Additionally, on July 1, 2024, ******************* called AutoPayPlus to inquire about a call he received where no message was left. During that call, our agent explained that we were attempting to conduct our Welcome Call, and again reviewed the upcoming debits and confirmed the first payment due date of July 20, 2024.
  
  On August 26, 2024, ******************** contacted AutoPayPlus requesting to speak with a Supervisor regarding a late payment issue. He expressed a desire to cancel his service due to his payment being made late. The Supervisor informed ******************* that the enrollment form was filled out at the dealership at the point of sale, and reiterated that we had confirmed his first loan payment date during previous calls.
  
  ******************** also expressed concerns regarding the enrollment fee associated with his account, stating that he felt he should not have to pay it since he was canceling his account. It is important to note that on page one of the *** Debit Agreement, which ******************** electronically signed on June 5, 2024, at 10:03 pm, it states, "There are no upfront costs. The enrollment fee will be deducted from the initial automatic debits and calculated in the amortization of your finance agreement. See following pages for more detail. At any time, you may choose to cancel the program with no cancellation fee.However, any part of the enrollment fee that AutoPayPlus has collected cannot be refunded and you may owe AutoPayPlus the balance thereof."
  
  Corrective Action:
  
  We understand that ******************** is disputing the $298.93 that he believes should be refunded due to the service cancellation. However, as outlined in the *** Debit Agreement, the enrollment fee is non-refundable once collected, even in the event of a cancellation. We have made two payments on ************************ behalf and have upheld the terms of our agreement. Furthermore, the ******** of Operations, ********************** reached out to ******************** on 8/27/24 and left a voicemail stating he was following up with his concerns.
  
  ************************ account has been canceled per his request, and no further debits will be made. We regret that he was dissatisfied with the service, and we have taken note of his feedback to improve our communication and service processes in the future.
  
  If any further information is needed, please feel free to AutoPayPlus at ***********************.
  
  Sincerely,
  
  ***************
  Sr. ******** of Operations
  AutoPayPlus

• Initial Complaint

  Date:08/24/2024

  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.

  Claimed they would take direct pay from my bank account biweekly for a loan with pcn bank . Instead took full paymen twice in a month . Not splat in have. Plus never paid PNC. And added charges. Original car loan with PNC $224.50. Got charged twice 230 in one month plus $2.99 . And then had to pay PNC. 3 times my car payment plus...

  Business Response

  Date: 08/26/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised by *********************************** regarding her experience with AutoPayPlus. We take all customer feedback seriously and are committed to resolving any issues promptly.
  
  Explanation of Charges:
  
  Under the AutoPayPlus (APP) program, on a bi-weekly cycle, the member's account is debited based on the dates selected at the dealership. AutoPayPlus debits our members' accounts twice on a bi-weekly debit cycle, and the payment is sent once a month (as detailed on page 2 of the *** Debit Agreement under the General Description of the Client Service).
  
  In ******************' specific case, the debit dates and amounts were set at the point of sale by the dealership where the vehicle was purchased. The dealership set her first debit as a full payment debit of $230.19 on August 12, 2024, due to the proximity of her first payment due date of August 27, 2024. All subsequent debits were set bi-weekly for $116.59 (starting 8/26/24).
  
  Corrective Action:
  
  A member of our management team reached out to ****************** on Saturday, August 24, 2024, at 9:37 am, and left a voicemail message. Another attempt to reach ****************** was made on August 26, 2024, at 10:18 am, without contact, and an email was sent to the address we have on file. Additionally, we are following up on ******************' request to cancel her account. The account is currently on hold, ensuring that no future debits will process. The last debit that was processed on August 26, 2024, will be refunded to the address we have on file once we speak to ****************** to finalize the cancellation of her account.
  
  We apologize for any inconvenience this situation has caused and appreciate *****************' patience as we work to resolve it. Our goal is to ensure that every customer's experience with ******************** is positive and that their payments are handled accurately and efficiently. If any further information is needed,please feel free to contact our Member Relations Team at: ***********************. We look forward to speaking with you.
  
  Sincerely,
  
  ***************
  Sr. ******** of Operations
  AutoPayPlus

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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 had a car financed thru autopay plus. The car was paid off on 7-20-2024. On 8-3-24, a payment was taken out of my checking account. I called Autopay plus on 8-3-24, asked for the money to be returned to my account, As of ************** money hasnt been received

  Business Response

  Date: 08/19/2024

  August 19,2024
  
  Better Business Bureau
  
  Re:Complaint by *************************, Complaint ID: ********
  
  Dear BBB Representative,
  
  Thank you for informing us of ********************************* complaint. We understand the importance of addressing customer concerns promptly and accurately.
  
  Summary of the Issue:
  
  ******************* contacted us regarding a payment of $198.25 that was debited from her account on August 2, 2024, after her car loan had been paid off on July *******. She was seeking information about the refund process.
  
  Actions Taken to Resolve the Issue:
  
  1. Contact with the Complainant: I contacted the phone number provided,(517) 795-***, and spoke with ********************. However, since ******************** is not listed on the account, I was unable to provide specific details regarding the account to her, in adherence to our privacy and security policies.
  
  2. Refund Issuance: I informed ******************** that a refund check was mailed out to the account holder, ********************, on August 15, 2024. The check was sent to the address we have on file for ********************. I requested that ******************** relay this information to the account holder.
  
  3. Ongoing Communication: We are committed to ensuring the refund reaches the correct party. If there are any further concerns or if ******************** does not receive the refund check in a timely manner, we encourage him to contact our Member Relations team directly at ***********************.
  
  We apologize for any inconvenience this situation may have caused and appreciate your assistance in facilitating communication. Please let us know if any further information is required.
  
  Sincerely,
  
  ***************
  Sr.Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:07/18/2024

  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.

  My husband and I were set up for auto pay plus. On 06/19/24 we traded our lease & no longer had the KIA ******** On 06/21/2024 we paid off our **** Explorer. On 06/27/24 we had a debit of ****** (Sorento Payment) & 06/28/24 we had a debit of ****** (**** payment).On 07/11/24 we had another debit of ****** & 07/12/24 we had another debit of ******.I did not realize that we were responsible for calling and canceling our auto pay plus service. In previous experiences the Car Lender/Bank would automatically know that the vehicle was traded or no longer in our possession.I'm requesting for ALL 4 payments to be refunded to my bank account immediately.

  Business Response

  Date: 07/19/2024

  Dear Better Business Bureau,
  
  Thank you for forwarding the complaint from ****** and *************************** regarding billing and collection issues with AutoPayPlus. We appreciate the opportunity to address and resolve this matter.
  
  At AutoPayPlus, we are committed to providing our members with exceptional service and support. We regret to learn that ****** and ******* experienced difficulties with the automatic payments following the trade-in of their KIA ******* and the payoff of their **** Explorer.
  
  We understand that ****** and ******* were unaware of the requirement to directly cancel the AutoPayPlus service after trading in their vehicle and paying off the loan. While our terms and conditions state that it is the customers responsibility to notify us of any changes to their account or loan status, we acknowledge that this may have caused confusion and inconvenience.
  
  To address this issue and maintain our commitment to member satisfaction, we have initiated a refund, which includes the four debits in question. The refund process is already underway, and a check will be mailed to ****** and ******* within the next 14 days to the address we have on file.
  
  We apologize for any inconvenience this may have caused and appreciate the Mastens bringing this to our attention. We will take steps to ensure clearer communication regarding the cancellation process in the future to prevent similar issues. Should there be any further questions or if additional information is needed, please feel free to contact our member service team at **************.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***************
  Senior Director of Operations
  AutoPayPlus

• Initial Complaint

  Date:07/17/2024

  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 was enrolled in this program with out my knowledge by a dodge dealership. I had no idea I was enrolled in this external service that charges 400$ to make payments on my behalf I never got paperwork from this company, autopay plus, just text messages telling me they were taking money out of my account when I called the number to cancel, they refused to cancel because I would not proved my personal information including my DOB, SSN, banking information, address, email address! I have been hung up on by 4 agents there, told they will not cancel my account because I am not verified, The dodge dealership will do nothing to cancel the account they created in my name without my knowledge, they slid paperwork into the final paperwork and never mentioned the program at all. Autopay plus does not answer the phone and call backs take hours if they even return the call, the agents literally laugh and tell you they cant help you because you wont give them your SSN and bank information. I have flagged this service at my bank! Autopay plus employees told me to check them out on the BBB since I was worried it was a scam demanding money from my account. DO NOT USE THIS COMPANY, this company is not legit and is not helping anyone!!!

  Business Response

  Date: 07/19/2024

  Dear Better Business Bureau,
  
  Thank you for forwarding the complaint from *************************** regarding service issues with AutoPayPlus. We appreciate the opportunity to address and resolve this matter.
  
  At AutoPayPlus, we are committed to providing our members with exceptional service and support. We regret to learn that ***** experienced difficulties with our service, which was initiated without her knowledge by the Dodge dealership. We understand the frustration and inconvenience caused by this situation. Our policy requires customer verification to protect personal information; however,we acknowledge that our procedures may have caused confusion and distress.
  
  Upon investigation, we found that the *** Debit Agreement form was signed electronically by the number listed as *********************' cellular number. However,to address this issue and maintain our commitment to member satisfaction, we have taken the following actions:
  
  * Immediate Account Cancellation: We have canceled ***************************' AutoPayPlus account to prevent any unauthorized transactions.
  
  We will review our enrollment and verification processes to ensure clearer communication and to mitigate issues of similar kind from happening again in the future. Should there be any further questions or if additional information is needed, please feel free to contact our member service team at **************.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***************
  Senior Director of Operations
  AutoPayPlus