Consumer complaint received 2025-07-31 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: AC AutoPay LLC, Denver, CO Branch
State: MO

Complaint narrative:
I was solicited via XXXX to find better rates to refinance an existing auto loan. I pulled up the site, and looked at the various vendors that were competing for my business based on my credit rating of XXXX. A provider, Autopay, was offering a 36 mo loan at 4.53 % which was more attractive than my current 7.4 % rate. I provided the information regarding my auto, indicating it was a XXXX model with ~111k miles, providing the exact value to them. I was provided both email and text validation the loan was approved, from both XXXX and Autopay, and then after receiving a phone call from Autopay confirming the details ALREADY provided about the car, they then denied the refinance. This is the problem, and the complaint. I'm obviously very involved in maintaining an excellent credit rating by managing my finances closely, and WILL NOT tolerate a hard hit against my credit account, especially given the fact it was communicated approved by both XXXX and Autopay. I attempted to achieve a remedy with Autopay, to no avail, and they indicated I would need to pursue the issue with XXXX. Conversely, when communicating with XXXX, they indicated they were only a third party clearing house, and I'd have to take up the request with the credit bureaus directly to have the pull rescinded. 
Following is the timeline of events regarding this complaint : XXXX ) XXXX XXXXXXXX XXXX CST - Teaser email from XXXX obtained to check into better refi rates on an existing loan. Located a loan from said provider at a more attractive rate - provided the specific information regarding the car. 

XXXX ) XXXXXXXX XXXX XXXX  CST - Email from Autopay for autoresponse on my interest, and a request to create a profile, based on my application. 

XXXX ) XXXX XXXXXXXX XXXX CST - Text messsage to my phone from Autopay, stating the following : " Hi XXXX, we have you approved for your vehicle refinance! App ID : XXXX. Your loan specialist will be in touch shortly. We look forward to speaking with you and finding some savings. Thanks. '' XXXX ) XXXX XXXX XXXX  CST - Email from XXXX indicating an inquiry into my credit report via XXXX  was detected. 

XXXX ) XXXX XXXX XXXX  - Email from XXXX indicating approval of the request with Autopay, and a request to complete the process via an embedded hyperlink. The actual copy was ; " You're approved to refinance your auto loan. Come back to accept the offer. '' XXXX ) XXXXXXXX XXXX XXXX CST - Email from Autopay indicating they were constructing the contract to finalize the transaction. Copy - " XXXX - We're currently working hard to put your contract together. If you have any questions, please don't hesitate to reach out using our contact information provided below. Please contact your loan specialist to review and select your new loan terms. '' XXXX ) XXXXXXXX XXXX XXXX CST - Recieved a call from call from Autopay, the loan specialist XXXX XXXX as indicated on the email validation. She REPEATED back the information to me regarding the car, year and mileage, and then based on those criteria indicated the loan was denied. I told her this was absolutely ridiculous given it have been communicated to me from both Autopay and XXXX that the loan was approved, and I demanded that the hard pull against my file be retracted.

Company response to consumer: Closed with explanation