FAQs
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Loan Servicing (Payments)

Loan Servicing (Payments)

Learn about how we service your line

How do I get my money back if I paid by accident?

One-time payment

Please contact us if you made an online payment that you didn’t mean to make. Payment reversal requests must be made no more than 3 business days after you submit the payment.

We are not always able to reverse a payment due to limitations with payment processors, banking institutions, and card networks.

If possible, we’ll reverse the full amount of the payment after it has been processed. You should receive the funds in your bank account or on your debit card in 5-10 business days, depending on your financial institution.

Future payment

You can cancel a scheduled payment if it was not processed yet, normally up to 24 hours before the payment date. To cancel a future payment:

  • Sign in to your account.
  • Choose a loan. In the Activity tab, find the future payment date and the amount.
  • Click or tap on “⌄” to see the payment details.
  • Click or tap on Cancel.

Autopay

You can stop an automatic payment if it was not processed yet, normally up to 24 hours before the payment date. See how to turn off Autopay.

What can I do if my loan has been charged off?

We may charge off your loan if you stopped making payments for a few months.

If your loan was charged off, it may have been sent to a debt collection agency. To get the debt collection agency details you can sign in to your account and select the charged off loan. The details will be shown at the top of the loan details page.

How do I get a refund?

If your refund amount is less than your outstanding balance, it might not lower your upcoming payment. Instead, you can expect fewer scheduled payments, a smaller final payment, or both.

If your refund amount is more than your outstanding balance, you’ll get back the difference. We’ll send you a reimbursement to your bank account on file within 3-10 business days. If you don’t have a valid bank account you can add one. You may also request to receive the reimbursement as a check mailed to your home address.

How do I get a payoff statement?

To get your payoff statement:

  • Sign in to your account.
  • Choose a loan.
  • Click or tap on Loan options-->Get payoff statement.
  • Select how you want to receive the statement and click/tap Submit.

What’s my loan balance?

To check your loan balance:

  • Sign in to your account.
  • Choose a loan.
  • Click or tap on Loan options-->Make a payment.
  • In the Amount section see Remaining balance.

What happens if I pay more than the amount that is due?

If you pay more than the amount that is due, the extra amount goes toward your loan balance. If your loan is current, an extra amount is normally applied toward the loan principal. As a result you can expect fewer scheduled payments, a smaller final payment, or both.

Late payments / What happens if I make a late payment?

If you experience a financial hardship, please learn about your options.

If you are going to be late on a payment or your payment failed, please sign in to your account and schedule a payment as soon as possible.

We may charge you late fees.

After you schedule a payment, you’ll continue to receive reminders by email and/or text messages but you won’t receive collection calls.

When payment reminders are sent?

We’ll send you payment reminders 3 days before each due date. If you don’t want to receive reminders on your loans in a good status, you can update your communication preferences.

If your loan has an overdue balance, we’ll send you additional reminders.

How can I pay by check?

Checks may take up to 10 business days to process. If you want a faster way to pay you can use a bank account (ACH) or a debit card.

To pay with a check:

  • You must submit one check for one loan only. If you have multiple loans, please mail multiple checks.
  • Write on the check: Your loan ID. Your username or email address that is associated with your account.
  • Make the check payable to: Carputty, Inc 3565 Piedmont Road NE, Two Piedmont Center, APT 225, Atlanta, GA 30305

If you forget to include the loan ID, your payment will go toward the oldest active loan. If your check is higher than the outstanding balance, your loan will be paid off and you’ll receive a reimbursement for the difference.

How can I add a payment method?

You can pay loans with your bank account (ACH), debit card or mail us a check.

To add a new payment method:

  • Sign in to your account.
  • If you have an active loan, click or tap on Loan options-->Manage payment methods. You can also navigate to Account settings and scroll down to the Manage payment methods section.
  • Click or tap on Add payment method.
  • For Bank Account (ACH) you can either manually enter your bank account information or you can click/tap on Autofill using bank login. If you manually entered the information we might ask you to verify your account: We will make two small deposits in amounts of less than $1 each to the bank account. It might take 1-2 business days to appear in your bank account. When you see the amounts in your bank account, please come back and enter the two amounts to verify your account details.
  • After you successfully added the payment method you can make a one-time payment or turn on Autopay.

When are my payments due?

To see when your payments are due:

  • Sign in to your account.
  • Choose a loan.
  • Click or tap on the Activity tab.
  • You can click or tap on the “⌄” sign to see details of a due date.

If you have multiple loans, each loan might have a different due dates schedule. We’ll send you reminders so you don’t forget to pay on time.

How do I turn on/off automatic payments (Autopay)?

You can make automatic payments by turning on Autopay. Autopay automatically debits your payment from a selected payment method, debit card or bank account, on each Autopay due date. Autopay can be aligned with loan payment due dates or more frequent.

Turn on Autopay

  • Sign in to your account.
  • Choose a loan you want to turn on Autopay.
  • Click or tap on Enable Autopay or Loan options-->Manage Autopay.
  • Select frequency and a payment method. If your payment method is not listed, you need first to add it. See how to add a new payment method.
  • Review the payment schedule and Autopay Consent.
  • Click or tap on Set Autopay.
  • You will also receive an email with the Autopay details.

Autopay won’t automatically debit an overdue amount. To pay that amount, please make or schedule a one-time payment on your loan.

Update Autopay

  • Sign in to your account.
  • Choose a loan you want to turn on Autopay.
  • Click or tap on Loan options-->Manage Autopay.
  • Select a new frequency or another payment method.
  • Review updated Autopay Consent.
  • Click or tap on Update Autopay.
  • You will also receive an email with the updated Autopay details.

Turn off Autopay

  • Sign in to your account.
  • Choose a loan you want to turn on Autopay.
  • Click or tap on Loan options-->Manage Autopay.
  • Click or tap on Turn Off Autopay.

Autopay payments that were already processed cannot be cancelled. To stop an Autopay payment that was not processed yet, you need to turn off Autopay 24 hours before the payment date.

How do I pay my loan?

You can make or schedule payment online:

  • Sign in to your account.
  • Choose a loan you want to make a payment for.
  • Click or tap on Make a payment.
  • Select how much you want to pay, when to pay and a payment method. Click Continue. If you don’t have a valid payment method on file you first need to add one.
  • Review the payment details.
  • Click or tap on Make payment.

What can I do if I’ve been impacted by COVID-19?

We understand this is a difficult time. If you experience financial hardship, please contact us and we’ll do everything we can to help you through the situation.

How to update my account if I filed for bankruptcy?

If you have filed a case with the bankruptcy court, we ask that you contact us with the following information: Your full name, username or email address, mobile phone, attorney information (if you have one), Court case number, Chapter filed (7, 11 or 13), Date case was filed.

Alternatively, you can ask your attorney to mail a copy of your bankruptcy petition to :Carputty 3565 Piedmont Road NE, Two Piedmont Center, Building 2 Suite 225, Atlanta, GA 30305

What should I do if I noticed unauthorized activity on my account?

You are not responsible for any unauthorized activities. If you believe fraud occurred on your account please contact us immediately and we’ll do everything we can to help you.

How do I submit a CCPA privacy request?

The California Consumer Privacy Act (CCPA) allows California residents to: Opt out of marketing Request a copy of personal data we have on file about you Request that we delete this data Opt out of having your personal data sold to third parties

Our responses to requests may be limited due to exceptions under the CCPA that relate to financial data. For example, due to financial regulations, we aren’t able to delete some data related to your account or loans. We are not using cookies to track your activity on the website.

How do I send a document to the customer support?

To securely upload and send documents: Sign in to your account. Navigate to Account settings. Scroll to the Upload Documents section and click or tap on Upload document(s).

To keep your personal information safe, documents will not be accessible after you successfully upload them. Our customer support team will review them internally.

We cannot receive documents as attachments to emails.

If you need to mail physical documents, please use the address located in the contact us page.

What’s my loan ID or account number?

You can find your loan ID in most emails related to your loan. It’s also located in your online account: Sign in to your account. Choose a loan in the Active Loans section. Look for a LOAN ID in the loan details page.

Your loan ID is unique. If you have multiple loans, each loan will have a different loan ID. Make sure you use the right loan ID when you contact us.

How do I see my active and past loans?

To see your active loans: Sign in to your account. Choose a loan in the Active Loans section.

To see your past loans: Sign in to your account. Click or tap on View past loans in the Active Loans section. Choose a loan.

How do I change my email and mobile notifications?

You can change your email and text notifications: Sign in to your account. Navigate to Account settings. If you don’t want to receive text messages, uncheck Receive text messages about my loan next to your Mobile Phone number. If you don’t want to receive email payment reminders when your loan is current, uncheck Don’t send payment reminders when my loan is current. Keep in mind, we can’t stop email notifications about regulatory information, payments status and overdue loans.

How do I update my contact information?

To update your contact information: Sign in to your account. Navigate to Account settings. Click or tap on Edit located near the information you want to update. For some updates we’ll send you a one-time code to verify the change.

To keep your account secured you cannot update your personal information such as name, date of birth or Social Security Number. To update your personal information please contact us at help@carputty.com.

Where can I read Terms of Use?

You can view the Terms of Use at https://www.carputty.com/legal.

Where can I read Privacy Policy?

You can view the Privacy Policy at https://www.carputty.com/legal#Privacy-Policy.

How do I change my payment due dates?

Unfortunately, we can’t change your payment due dates or offer you more time to pay. If you are experiencing a financial hardship, contact us.

Does Carputty report my loans to credit bureaus?

We currently don’t report loans to credit bureaus.