Consumer complaint received 2022-10-04
Company: BANK OF THE WEST
State: CT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/22 I paid my RV Loan from Bank of the West for {$7100.00} via online banking app. I mistakenly ended up double paying because it didn't appear that the 1st payment had gone through. I called them immediately once I noticed that I had double payed and told them of the error. They told me that since it hadn't posted on their site yet, they couldn't do anything about it. They also said that it was possible that the 2nd payment may not have gone through since I had paid off the loan with the 1st payment. They told me to call back when I noticed it posted from my bank. 
On XX/XX/22 I called them back telling them that both payments had been posted to my bank and requested a refund. I was informed that only XXXX of the payments was showing on their end so the 2nd must have been pushed back. I accepted their excuse at the time. 
On XX/XX/22 I called them back once again explaining to them the whole scenario. This time the CS agent asked me to confirm the 2nd payment with a screenshot of my bank account statement showing the posting. I did and he accepted it and told me that they would issue me a check. 
On XX/XX/22 I was told that the check was in the mail On XX/XX/22 I still had not received my check, so I called and once again explained the whole situation. The CS agent told me that a check was indeed issued on the 16th. I asked why it was taking so long and was told that the XXXX is very slow and they have no control over the mail. 
On XX/XX/22 I called them once again since I still had not received my check. At 1st the agent told me he couldn't even find my payment, then he told me that he couldn't find any checks that had been sent. The he said could see a check for {$17.00} and change sent on the 29th. I told him, it was a {$7000.00} check, not {$17.00}. He said that he could only find a {$17.00} check. When I provided the dates that I had called and inquired, he finally told me that yes, he could see that a check was sent out on the 16th. I told him I wanted a stop payment on that check and for them to electronically submit my money to my bank. He told me that I had to call my bank and request a stop payment. I asked him how my bank could request a stop payment on a check they didn't send or even receive? If he was talking about my end of the 2nd payment, I can't stop that, the bank has paid it already. The CS agent was giving me the run around and providing me with idiotic excuses. When I told him that, he told me that I was getting too upset and irate and that he was going to disconnect me. I told him he needed to get to the bottom of the situation and get my check to me, to which he told me again that he was going to disconnect me. So, I disconnected instead since there was no way I was getting anywhere with him.

Also, I am unable to access my online account or my statements through Bank of the West now either.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation