Consumer complaint received 2017-08-08
Company: Westlake Services, LLC
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Vehicle was repossessed or sold the vehicle

Complaint:
XX/XX/XXXX- I called wilshire consumer credit to pay off a title loan I had with them for {$2500.00}, I had a pay off amount for {$2700.00} in which I saved up for by XXXX XXXX XXXX with the military. I was informed durning that call there was a new payoff balance of {$3000.00} that I did n't understand where it came from until it was explained to me later on by supervisor XXXX after my car was repossessed. I acknowledged to the first representative during the phone call that I did n't have the {$3000.00}, she then recommended I submit a payoff request for the {$2700.00}, acknowledging me that I would only take a ding to my credit report showing paid in less and then I would still receive my title back in 7-10 business days, not once did she mention the car would still be repossessed during that process, she then give me a two hour processing time to call back and receive an answer. No options to make the account current was given to me, no options to save me {$350.00} in repo fees was given to me, I was n't talked to as if there was a debt nor read my rights about an attempt to collect a debt, on that second hour waiting to get an answer from that process, my car was repossessed. I spoke to three representatives after that, no representative 's could assist me correctly because my account was labeled that " my sole purpose for calling that day was for a settlement '', the process was n't explained to me correctly. I was able to speak with a supervisor, XXXX who took the time to help me and acknowledge me that I was a customer. She acknowledged me that the first rep I spoke with should n't have offered that because my loan was new and I have to have XX/XX/XXXX payment before qualifying for that kind of process. XXXX broke the process down, then offered a positive solution to pay {$900.00} to bring the account current with {$350.00} included to get the car out of repo and within than less than 12 hours I got my car back. XXXX then offered to work a new settlement for {$1500.00} or {$1600.00} to help offset the repo fees and with the pay in less ding on my credit report. XX/XX/XXXX- I received a letter in the mail from wilshire trying to reach me and for me to reach out to them before a repo action can take place, it was mailed out on XX/XX/XXXX and my car was picked up on XX/XX/XXXX. XX/XX/XXXX- XXXX has been great to me during this process, she 's been the middle man since day of the repo. I called in to follow up with the settlement for {$1500.00} or {$1600.00}. Told to call back because the managers have n't responded. XX/XX/XXXX- Called XXXX XXXX for update and given a new pay off amount the management can settle for of {$1800.00} to be paid by XXXX XXXX before the XX/XX/XXXX. I asked to speak with management and the request was sent forward and voice mail left. XX/XX/XXXX- In the mail I received a statement with a payoff balance {$2200.00} by XX/XX/XXXX and I 'm in good standing over all. So I call XXXX and informed her I want to leave the loan on good terms but I should n't have to suffer the repo charged due to the other staffs lack of knowledge. She said she would run that through management. XX/XX/XXXX- XXXX reached out to me through voicemail. I called back and she informed me that management reviewed voice recording and that they in fact say I was informed that no matter the process car would get repossessed, that is n't true and I asked if I could hear that voice recording proof, I was told no because it was for internal use only. I asked again to speak to management and an email was sent for management to contact me. XX/XX/XXXX- I got a letter in the mail from XXXX stating my insurance company informed them I was n't covered due to lack of payment. I call in and spoke to XXXX, she had no follow up to give me regarding management reaching back to me. XXXX told me in regards to the insurance, " XXXX XXXX '' is what I submitted during my initial loan process. I asked how can that be possible when I 'm a XXXX member? She said that 's not her department and she transferred me to the insurance department, and for 25 minutes I was transferring back to regular customer service line and 6 representatives later I finally was able to speak to XXXX XXXX of that department. I asked her how was I able to get approved for that loan with no insurance and it being a major factor of the approval process? She said all Information they get is from a third party. Again bad communication and wrong information being put out. I informed XXXX of my issues with wilshire and let her know how it is im suppose to take their word on what they claim is on a voice recording when their quality of work is not to standard. This process is unacceptable. Out of all the representatives I 've talked to only one ( XXXX ) stepped up and treated me like an actual person. I 've mentioned to other representatives that I ca n't believe I got myself into this loan and the representatives chuckle on the other end of the line and end the call with a little laughter in their voice. Till this day management has not responded to me nor to XXXX for that matter. The settlement process was an option given to me by a wilshire consumer representative who should n't have because I was n't eligible, I called to pay it off or at least get the assistant that the supervisor XXXX provided me. Had I been treated like a person, other than making me feel like I was taking the money out of their pockets, nothing would have escalated like it did. I 'm in the XXXX and I had to XXXX XXXX XXXX XXXX XXXX XXXX for two weeks at a time, XXXX in XXXX and XXXX in XXXX XXXX XXXX with very little communication to payoff this Loan, nothing was taken into consideration to help the situation. Only sorry, agreeance from XXXX that the process was n't handle correctly, there 's nothing they can do, management would get back to me, and they are their own corporate office so I have to wait until management contacts me because there 's no one above them.

Company response to consumer: Closed with explanation