Consumer complaint received 2026-02-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: AC AutoPay LLC, Denver, CO Branch
State: IL

Complaint narrative:
I received a letter in the mail from Autopay. It's basically an advertisement which I understood, showing me my current payment to my car of which day obviously have access to somehow without my permission, a new car payment which is approximately {$96.00} lower than my current payment, as well as a QR code, a phone number, and a web address. I scan that you are code and I went to the web address and I fill out the application including but not limited to my yearly income, my social security number, and my date of birth. I received two phone calls, randomly. The first call is I told the operator that I do not verify my information over the phone from a phone number that calls me. I only call businesses to verify information. I don't do it when they call me. So I continue back on the website to finish my application which I hadn't even done yet, and I got another phone call and I told this second lady the second thing. I don't verify information over the phone from a business which calls me. I only call them. Then I asked to speak to her manager and she hung up on me. So I called back the number that she called from to try to speak directly to her but I got somebody else. I explained the situation and she tried to transfer me to someone higher up, but I told her no that's okay I'll call the number on the letter. So I called the phone number on the letter explain the situation and the gentleman I spoke to told me that my car doesn't mean to qualifications because it's too old. My car is a XXXX and he said that they don't finance anything over XXXX XXXX XXXX. So I let it go at that and disconnect the call. Not 2 minutes later I read the back of the letter and it specifically says, one of the obligations was, " Credit is available for the purchase or refinances of a 2013 model year or newer with a maximum mileage not to exceed 150,000 miles. Vehicle can not be a commercial vehicle, can not have a conversion package, can not have a salvage or bring the title, can not be greater than a 1 ton vehicle, or a vehicle in which odometer has been replaced. Negative equity may need to be paid to your current lender prior to or currently with your refinance. '' My vehicle meets all of those qualifications. It is a XXXX XXXX XXXX XXXX with XXXX miles. It does not have a salvage or branded the title. It is not a one-ton vehicle. And odometer has never been replaced. As far as I know I don't have any negative equity because what I bought the car last year about this time I bought it for {$40000.00} and I put down {$15000.00}. Add in sales tax and any other fees including interest and the current balance is approximately {$28000.00} which I know the car is well worth over that. I'm just highly upset because I got fooled into giving them my personal information including my social security number under the understanding that I met all the qualifications. They baited me in, retrieved my personal information including my income in my date of birth so now they literally have everything they would need to commit identity fraud.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation