Consumer complaint received 2018-10-03
Company: Westlake Services, LLC
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
To whom it may concern, In the week ending XX/XX/XXXX, I accidentally submitted a double payment to my auto loan payment processor for XXXX. A single one-time payment was made for XXXX which covered my XXXX payment, and when I tried to setup recur pay a 2nd payment was made also for XXXX. I called immediately and was told that the 2nd payment would be reversed and the recur pay cancelled. Today on the XXXX, I was told by your agent that the payment was reversed on the XXXX ( initially told it was reversed on the XXXX ). Either way I should have received the payment to my account by the XXXX. When I called the talked to an agent they could not give me a transaction number or verify how the refund was sent. 

I have since spoken with XXXX XXXX an account manager who told me that within 72 hours she would have an answer for me. To date she has not, and has not return my phone calls. 

It seems that you have no intention of refunding the over-payment so I have reached out to the CFPB for assistance. I believe that XXXX XXXX XXXX XXXX is intentionally delaying the refund with the hopes that I might not want it ( apply it to a future payment ), or they have no intention of refunding my money at all. Agents have repeatedly made the false statements that if I a receive a refund for the 2nd payment I would owe for XXXX and that I have missed a payment with Honor finance. I have a perfect payment history with XXXX XXXX. These statements should be illegal if made intentionally, which I believe they were. 

XXXX are transcripts of the conversations that I have had with XXXX XXXX XXXX. 

XXXX AUDIO RECORDING NOTES XX/XX/2018 - starts at XXXX mark I was told that the refund was processed on the XXXX. The agent was unsure how it was sent and if went by ACH it would take 3-5 business days. I spoke to my bank the same day and I was told that they saw nothing for that amount. 

XX/XX/2018 - starts at XXXX mark I was told that the refund was sent on the XX/XX/XXXX for the amount of XXXX, not the XXXX. I spoke to my bank the same day and I was told that they saw nothing for that amount. 
The agent returned and informed me that they would have to research the refund. What account it went into and how the refund was sent. I was asked how I made the payment and mistakenly said through an agent. I made the payment through their website but spoke with an agent after the mistaken payment. She then said that if they do refund the second payment then I would owe for XXXX, which was false. My XXXX payment was made through XXXX  XXXX, the original lender, and the XXXX payment was the 1st payment I made online through the https : XXXX XXXX I then told the agent that I was going to talk to bank again and to my states consumer protection office. The agent did ask for my bank information which I did not give because I was worried they would try to withdraw the amount a second time. 

XX/XX/2018 starts at XXXX mark The agent says that they did not get my XXXX payment but the payment is shown on my account page. Each time I called they tried to say that if they send the refund it would put me behind a month. I was then transferred to XXXX XXXX, an account supervisor, who verified my address, the routing and account number and told me that she would research the refund and would in contact with me in 24 to 72 hours. She read back to me my bank information which I verified as accurate. I was told that a paper check was the normal method of issuing a refund. I also asked for a transaction number for my bank and her contact information. 

XX/XX/2018 starts at XXXX I attempted to speak with a supervisor to get an update but was told that the refund was pending in their system. He told me that XXXX XXXX would call me once she confirms with their accounting department how the refund was sent. 

XX/XX/2018, 2018 starts at XXXX I attempted to get an update regarding the refund but was told there were no supervisors available for me to speak to. I called 3 separate times before I was able to speak with a supervisor. I was told that he would email XXXX XXXX and request that she call me with an update. 

As of today, It has been 2 weeks and XXXX XXXX has not reached out to me by phone or email with the status of the refund. On three occasions I was not allowed to speak with a supervisor, and told that if they issue a refund I would owe for XXXX. A payment I made on XX/XX/2018 and shows on my account page. How can they not know how they sent the refund? How can they not have detailed records that allow them to trace payments both incoming and outgoing. Their repeated statements that I missed a payment and the refund would result in me paying for XXXX a XXXX time were false and meant to dissuade me from wanting the refund. Not allowing me access to a supervisor was inappropriate, to say the least. 

I am asking for your agency to help me recover the XXXX that is mine and if any inappropriate or illegal actions were taken against me be dealt with accordingly. 

Attached file : Audio recordings of the of phone conversations XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX Wisconsin XXXX

Company response to consumer: Closed with explanation