Consumer complaint received 2017-07-26
Company: Westlake Services, LLC
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
The issue revolves around the matter of a personal vehicle loan that is held by Westlake Financial Services and myself.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to obtain a payoff amount which was given by their automated system and a customer service representative. The amount given was {$9400.00} by the automated system, the customer service representative and online through my account portal.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to confirm the payoff amount before proceeding to my personal institution to obtain a bank check. The amount given was {$9400.00} by the automated system, the customer service representative and online through my account portal on this date.
The payoff amount was sent in the form of two ( 2 ) checks. The first in the amount of {$480.00}, the second check in the amount of {$8900.00}, equaling to the given payoff amount of {$9400.00}. The checks were accompanied by a letter identifying myself, my account, my vehicle and the purpose of the payments. The following mentioned items were sent to Wells Fargo Lockbox LBX # XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX  via USPS 2-Day Priority Mail ( Tracking # : XXXX XXXX XXXX XXXX XXXXXXXX XXXX ) XXXX XXXX , 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to confirm receipt of the payment as USPS notified me that the package was indeed delivered on XXXX XXXX, 2017. During this phone call, I was told that there was no way to confirm that the package had arrived being that the accounting department was in charge of receiving payments. I was told that I nor anyone within the company could contact the accounting department. During this time the customer service agent informed me that I did not send enough for the payoff amount and that I should have been given a 10 day off amount, which was not given to me at any time. She informed me that I was wrong and informed me that I could see the 10 day payoff amount in my online account information, which you can not, and when she returned from placing me on a brief hold to locate this information after asking her to direct me to this information online, she returned to the call and completely negated the fact of her previous statements being incorrect due to the fact she unable to directed to a " 10 day payoff amount ''.
XXXX XXXX, 2017 : The check for the amount of {$480.00} was posted to my account with Westlake Financial Services. After reviewing this information on my online account Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. During this call, I was informed that the check had yet to be posted and to call back the following day.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. During this call, I was told the check was pending.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. I was then told the check was pending and to allow 5-7 business days. At the time of the call, Westlake Financial Services had the check for 3 business days - my concern stemmed from the fact that it was such a large amount and no could give me a definite answer.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. Westlake Financial Services asked if I could give the process a few more days, which was granted.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. At the time of this call, Westlake Financial Services had the check for 7 business days. During this call, I was asked to allow additional time for the check to process.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. During this call, I was told the check could not be located. This completely contradicted everything I been told during previous conversations with Westlake Financial Services. A search of payment was initiated in the system by the customer service representative.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the status of the additional check of {$8900.00}. Due to this date being a national holiday, their offices were closed.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to speak with a supervisor due to all the contradicting information I had been told regarding the check, and that Westlake Finacial Services posted the check as if it were received on XXXX XXXX, 2017 -- which is not factual. The amount sent in on XXXX XXXX, 2017 received XXXX XXXX, 2017 should have satisfied the payoff amount and account should have incurred no additional interest and no additional payment due.
During this call, the Supervisor listened to my issue and said that he would have to go back and listen to my call because the customer service representative should have informed me of the 10-day payoff amount. I alerted the Supervisor, XXXX, that I did get not get said information from anyone. He instructed me to call back 3 hours later that day to get an update.
Three hours later, I contacted XXXX, a Supervisor with Westlake Financial Services and he informed me that he listened to a call that the representative did, in fact, inform me of this 10-day payoff amount. Which is not factual because at no time during the phone calls initiated on XXXX XXXX, 2017 or XXXX XXXX, 2017 was I ever informed of a 10-day payoff amount. He then said it was out of his discretion if the amount could be adjusted and he would have to send an email to his supervisor who would make that decision. XXXX then instructed me to call back before the end of the day to see if his Supervisor responded to the email.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to contact the supervisor, XXXX, regarding a follow-up from the email to his head supervisor which had yet to make a response. No response to the email was provided, yet.
XXXX XXXX, 2017 : Westlake Financial Services was contacted by myself, via phone at the provided number of XXXX to get an update on the current standing of my account. I yet again explained the situation to a customer service representative who then spoke with her supervisor while placing me on a brief hold. After returning from the hold she then informed me that the original supervisor, XXXX, who I was speaking to earlier this month attempted to contact me on XXXX XXXX, 2017 but there was no answer, as you see in the call logs provided directly from my cellular device company, XXXX, there was no call from Westlake Financial Services on XXXX XXXX, 2017. The customer service agent informed that there was an emailed response to my situation but this was not able to be communicated from this supervisor directly and would only be conveyed by XXXX, who was out of the office today.
My issue with Westlake Financial Services are : 1. This financial institution could not contact their own accounting department to confirm receipt of payment.
2. This financial institution held a check longer than the standard 5-7 business days.
3. This financial institution posted inaccurate information in regards to when the check was received.
4. This financial institution gives contradicting information during every phone call had with Westlake Financial Services.
5. Westlake Financial Services Customer Service Department states that they notate your account one day with information but then when a follow-up call is made they claim there are no notations and then when the next day, the notations reappear.
6. Westlake Financial Services gave me the runaround from stating that the check was pending, then processing, then pending, then could n't be found, and lastly posted with inaccurate information.
This is has caused a great deal of emotional stress, grief, XXXX, and loss wages due to the time it 's taken to contact Westlake Financial Services repetitively towards this matter.
Attached to this complaint : 1. Proof of Mailing w/ Tracking Number 1b. Copy of Receipt of {$8900.00} Check 1c. Copy of Receipt of {$480.00} Check 4. Call Logs to Show Proof of Calls and Show No Incoming Call on XXXX XXXX, 2017 from Westlake Financial Services Supervisor XXXX 5. Copy of Letter Sent along with Checks

Company response to consumer: Closed with explanation