Consumer complaint received 2023-06-20
Company: Westlake Services, LLC
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
On XX/XX/XXXX I called Wilshire Consumer Credit and I ask how much is my pay off amount to pay the title loan off and the representative put me on brief hold and said it was about XXXX or XXXX and some change to pay it off. I told her I have XXXX right now to pay it off can we do that. She said let me ask my supervisor and see if we can do that, then they put me on a brief hold again for like 5 mins then another person got on the phone and I explained that I was waiting for a decision from a supervisor to pay off my balance for XXXX. The representative put me on hold again for another five minutes then said it's fine. He said it'll be a fee if the representative do it or they can transfer me to the operator and I can pay it through the automatic machine free of charge so I said ok. I paid it over the phone within a few mins XXXX was automatically deducted from my account. I called again like five minutes later to ask how long will the process take to show it was paid. The representative then said a couple of days so I was a little ignored because XXXX already has been deducted but at this point it's nothing I can do but just wait. So a few days past I called Wilshire Consumer Credit again to make sure my account was paid off like they said it'll take, and to ask how long will it take to get my title to my car back. The representative that spoke to me told me that my account was still not cleared to being paid off I have a reminder amount of XXXX and something. I then explain to them that a supervisor gave clearance to the representative that all I had to pay was XXXX to pay my title loan off. This conversation should be recorded and documented what's the problem. They then proceed to say we don't have no recording of you talking to a representative about asking a supervisor for approval for XXXX. I then began to be scared because at this point I don't know who am I talking to and why if it's a loan office my conversation is not being recorded and why did they agreed XXXX now their changing the amount. I immediately got upset and ask to speak to a manager. The manager proceeded to say sorry ma'am theirs no recording and theirs nothing I can do and hung up on me. I called their customer service number again and ask for their corporate contact. They only gave me a complaint email and that was it. I emailed the corporate office and never heard anything. After that conversation I immediately called my XXXX XXXX XXXX to report this situation because at this point I don't know if it's fraud or what. XXXX XXXX granted my money back. A week later I got a called from another representative saying he was the manager and he agreed to settle for XXXX I told him am no longer interested because am not sure if this customer service number or the people working for this company is legit. I immediately disputed it to all three credit bureaus and their was no action taken. The account balance is wrong and I disputed a couple times already. Now today XX/XX/XXXX, Wilshire Consumer credit says my balance went up because their been a couple of times I called to change the payment date. I told them I never called them or spoke to them about changing my payment date so how are you charging me fees and I ask them about my monthly balance not reflecting the correct amount. They said because I change the payment date. I ask for the recording of me calling to change the date. They then proceeded to say their going to transfer my account to higher authorities to make sure their wasn't no fraudulent person changing my date and they can go over the recording. They said it will take a few days for them to figure it out. At this point I'm just confused and I want to make a complaint. It seem to me they over charging me and they won't let me pay off my correct balance to pay off the loan.

Company response to consumer: Closed with explanation