Consumer complaint received 2019-03-04
Company: Westlake Services, LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Westlake Portfolio Management , LLC ( Westlake ) has refused to reimburse funds from over-payment amount of {$7200.00} to XXXX XXXX XXXX XXXX ( XXXX ). And correct and close my account to paid in full with {$0.00} balance. When Westlake knowingly cashed two cashier checks {$7200.00} on XX/XX/XXXX then Force-paid the claimed loss cashier check on XX/XX/XXXX {$7200.00} in total {$14000.00} cashed under false pretense of ( 1 ) auto loan initial payoff amount {$7100.00} is unconscionable conduct and needs to be investigated. 
On XX/XX/XXXX I contacted Westlake to get a payoff quote for refinance purposes with XXXX. I was at XXXX and had the loan specialist speak to Westlake representative ( rep ) and was told the payoff quote amount is $ XXXX.After being approved for the auto refinanced loan at XXXX, Westlake was again contacted to confirm exact mailing address for the payoff check to be mailed. Westlake/Rep stated to be sure to add the per diem expense for the days in the mail to the payoff amount or the check will be insufficient funds. A cashier check dated XX/XX/XXXX in the amount of {$7200.00} was sent to Westlake for my auto loan payoff. On Thursday XX/XX/XXXXI contacted Westlake after receiving a bill for past-due payments owed for XX/XX/XXXX-XX/XX/XXXX car payments. After speaking with Westlake Supervisor/XXXX   stating they ( Westlake ) never receive cashier check {$7200.00} dated XX/XX/XXXX. I immediately contacted XXXX and spoke with XXXX Supervisor/XXXX and placed all parties on conference call to alleviate this matter quickly. With Westlake/XXXX   repeating they never received any payoff cashier check in amount {$7200.00}. XXXX/XXXX  stated let her try and follow-up or try and locate the cashier check {$7200.00}. Westlake/XXXX  stated the fees and dues may still apply, but if we ( Westlake ) at fault and got lost in mail it will be waived and not charged to your account and Westlake will honor the original cashier check {$7200.00} as payoff I have to go. XXXX/XXXX stated she will place a block on the initial cashier check {$7200.00}, don't worry just sign a declaration of loss so I can get you a replacement cashier check for payoff to Westlake. XXXX/XXXX   directs me to go to my branch/bank and pick-up the replacement cashier check for payoff to Westlake. 
On XX/XX/XXXX I returned to bank and as directed got the replacement cashier check in the amount of {$7200.00} withdrew from my saving account at XXXX for auto loan payoff to be sent to Westlake. On XX/XX/XXXX again I contacted Westlake to see if they received the replacement cashier check {$7200.00} for payoff and close my account paid in full and send my Title to XXXX. Westlake Supervisor/XXXX XXXX did confirm Westlake recieved and cashed the replacement cashier check {$7200.00}. However, Westlake/James states they have located the initial payoff cashier check {$7200.00} dated XX/XX/XXXX. But I need to contact XXXX to give Westlake permission to cash with ( XXXX ) letter head on the letter, since your loan payment for this month XXXX is due amount of {$330.00} is your remaining balance everything else on your account is paid off and your Title will be sent after you pay this last payment.On XX/XX/XXXX I contacted XXXX and spoke with XXXX  Specialist/XXXX  and expressed what Westlake Supervisor/XXXX stated to me needing XXXX authorization to cash the initial cashier check {$7200.00}. XXXX/XXXX  informed me that Westlake has already cashed BOTH cashier checks back-to-back the first was {$7200.00} on XX/XX/XXXX and the claimed loss check or they suppose never received cashier check {$7200.00} was then Force-Paid on XX/XX/XXXX at XXXX XXXX in XXXX XXXX at XXXX XXXX. I contacted Westlake again and spoke with Westlake Supervisor/XXXX XXXX and let him know that XXXX Specialist/XXXX  was on the conference call to confirm not only the cashier check {$7200.00} was not lost in the mail but Westlake cashed it and cashed the replacement cashier check {$7200.00} making total amount {$14000.00} cashed for ( 1 ) auto loan payoff initial amount {$7100.00}. Creating over-payment and reimbursement {$7200.00} needs to be mailed to XXXX immediately. Westlake/XXXX  confirmed and stated the reimbursement funds will be mailed to XXXX and got the XXXX XXXX XXXX XXXX from XXXX/XXXX  to exactly where to send reimbursement funds. 
Westlake openly refuses to send reimbursement funds {$7200.00} to XXXX and have stop billing me for an account that has been paid in full and needs to be closed, immediately. Westlake knowingly doubled paid themselves in the amount of {$14000.00} for ( 1 ) payoff initial  debt amount {$7100.00} and continue to charge bogus fees to the same account is unconscionable conduct and fraudulent behavior that is unacceptable and the Federal Trade Commission ( FTC ) needs to sanction and alleviate such company actions expeditiously.I contacted Westlake Portfolio Management LLC ; Westlake/Group President/XXXX XXXX ; Westlake/Chairman of the Board/XXXX XXXX, via phone and emails all to no avail. Once Westlake knowingly or should have known cashed the checks for payment is considered to be Acceptance of the Offer and extinguishes the debt, not in some but the debt in entirety.

Company response to consumer: Closed with explanation