Consumer complaint received 2022-12-05
Company: Westcreek Financial
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I initially began using Koalafi in XX/XX/2022, and have had countless problems with them. I needed major car repairs totaling {$910.00} on XX/XX/2022. Since I couldnt afford the total out of pocket, I was recommended to use Koalafi as a financing option because they have both XXXX and 24 month lease options. When I initially filled out the online application, I specifically selected a 24 month lease option with a single monthly payment of {$82.00} on the XXXX of every month. When I received my loan documents, I signed the document for a 24 month lease option with an approved monthly amount of {$82.00}. On XX/XX/2022, Koalafi auto drafted my account for {$82.00} which is the approved amount. On XX/XX/2022 I received a notification from my bank stating that Koalafi was trying to auto draft another payment of {$82.00}. I immediately put a stop payment on this charge, as it was unauthorized, and proceeded to put an alert on my bank account to not allow any payments to be taken from the account by Koalafi as I would be calling in the payment monthly. 

As soon as I corrected things with my bank, I contacted the customer service department at Koalafi to find out why they were auto drafting an additional payment. When I had the customer service rep pull up my account and contract, they informed me that my lease option was for XXXX  months at XXXX payments a month and not for XXXX. I obviously refuted this because that was NEVER the lease option that I signed. When I tried explaining this to the first person I spoke to, they simply kept telling me that I signed a XXXX month agreement and that there was nothing that could be done to change it. I proceeded to tell them that I NEVER signed a XXXX month agreement and that I would NEVER sign an agreement for XXXX months as I simply cant afford {$160.00} a month. I continued to ask how and why my lease option was changed without my knowledge or approval, and the representative just kept reading whatever agreement he had in from on him. I then requested to speak to a supervisor or someone that could help me cancel whatever XXXX  month agreement they had me on and put me back on the initial XXXX  month agreement I had originally signed. He then transferred me to a supervisor, XXXX, who simply just kept reading the incorrect agreement and stating there was nothing he could do. He told me that only the auto repair service provider is allowed to request changes to a contract and that I needed to have them contact Koalafi Business directly. 

After I spoke to XXXX, I immediately called my auto repair provider and informed them of the situation. XXXX at XXXX XXXX XXXX called Koalafi Business that same day and informed me they told him that I, the customer, am the only person allowed to request changes. The next day, XX/XX/2022, I called Koalafi back to let them know that my service provider called to request a change back to my original lease term of 24 months, and the second representative proceeded to tell me that XXXX XXXX is not able to make those changes, only the customer can request that. I then proceeded to request a cancellation of the XXXX  month lease so that I could resign a XXXX  month lease option and the representative said they arent allowed to do that. I then asked to speak with someone who can authorize a contract change and the representative proceeded to tell me that Koalafi cant do it. I then asked to speak a manager or supervisor that can assist in changing my contract and they transferred me back to XXXX who proceeded to tell me the exact same things as he did the day prior. XXXX also informed me that he would put in a request to have a case manager review my file and they would call me in XXXX business days. THEY NEVER CALLED. 

I called Koalafi AGAIN on XX/XX/2022 to follow up on the case as I never received a call from any case manager  or anything. The initial representative, XXXX, I spoke to on the phone informed me that a case manager supposedly looked into my account and determined that I could not change my lease terms. I then proceeded to ask how and why my lease got changed in the first place and, like the other reps, XXXX had nothing to say except that I had signed a XXXX  month lease term, which I NEVER actually signed. When I asked why a case a manager never called me, he had no answer. First he told me that the case manage cant make lease changes. Then he told me that if they deem it necessary that they can change the contract, yet my total of {$910.00} didnt qualify for the XXXX  month lease option to begin with even though it completely did as that is what I signed the initial contract for. It became clear in that moment that I was getting the run around and that no one was willing to help me. I then asked to be transferred to a supervisor or manager that could assist me as I know contracts can be cancelled and reformulated fairly easily. XXXX transferred to me XXXX who simply kept telling me to send in the originally lease document and that, after review, they could make changes. I told XXXX that I would send the document if I could find it, and I requested documentation that my account was not in default and that my standing with the credit agencies is fine. He informed me that even if they receive the document, they may not be able to make changes. Obviously he was contradicting himself in his own statement and I called him out on that. I proceeded to ask him if there could have been a technical or human error and he said This company doesnt make errors like that. I told him its clear that they do because my contract was changed without me knowing and without my authorization. I asked to speak to a supervisor/manager above him than COULD make changes, and he said there was nothing he could do and he hung up on me. I immediately searched my email for the document, and it is no where to be found in my file. The only emails I have on file are those that state my payment is late and that Im being sent to collections. 

Since Koalafi refused to help me, I informed them that I would be getting the XXXX  involved. I also informed them that it is not a matter of willingness to pay. I am fully willing to pay off the lease, but I can only do it over XXXX  months at {$82.00} per month. Being that Koalafi is unwilling to help and that they hung up on me, I have no other choice but to file a complaint with the XXXX. The outcome Id like to see is correction of the lease from XXXX to XXXX  months, and ZERO hits on my credit. If there are any credit issues from Koalafi, they need to resolve them so that my credit remains in good standing. Clearly this company is not in the business of customer service.

Company response to consumer: Closed with explanation