Consumer complaint received 2017-06-07
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:
Wilshire Consumer Credit XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX - Spoke to XXXX and was told the payoff including all fees was {$2700.00} and that the only way to recover car was to pay {$710.00} immediately which was for my delinquent amount and {$320.00} repossession fees. I asked if the payoff amount included additional fees and he confirmed it did and said that take into account the interest was accruing daily at {$4.00} per day. He said I could only send it via XXXX XXXX X/X/2017 - Confirmed and sent {$710.00} XXXX XXXX  reference XXXX - called back and was told that it would take 48-72 hours processing time for the release of my car and that there could potentially be fees that I would have to pay to towing company at {$25.00} per day. Said that there would be a release letter sent to the towing company from Wilshire to release car but to check back on Monday.
<P/>XX/XX/XXXX - Called on Monday morning and was told that the release notice was sent to the towing company. I picked up the car from XXXX XXXX XXXX. I asked what my fees were and they said that there were no fees and that they would charge the lending company who in turn would charge me back additional fees. I asked what is the amount and was told {$25.00} per day and not other fees. The towing company was closed over the weekend so that would be 3 x 25 for fees.
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XX/XX/XXXX - Called and spoke to XXXX XXXX who claimed to be a supervisor I asked the payoff amount and was told $ {$2300.00}. I was told that they misapplied my payment of {$710.00} and put it all to principal balance instead of backing out repossession fees of {$320.00} and now an additional contract fee amount of {$75.00}. I explained that on XX/XX/XXXX I was quoted a balance of {$2700.00} by XXXX and she advised that did not include {$320.00} fee I advised that I asked XXXX if all fees were assessed and he had confirmed that amount. She said she would look into it and get back to me. I asked for an accounting letter of my account and was sent a letter that confirmed the balance quoted by XXXX. She said she would look into the call recording to find out what happened and why that amount was quoted. I then called back later that evening and got back on the line with XXXX who said that XXXX was gone for today. XXXX said he did tell me the payoff {$2700.00} amount and was so sorry to misquote fees. He sent me another payoff letter that night {$2300.00}. But said keep in mind that there are adjustments pending on your account because of the misapplication of the fees to principal.
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XX/XX/XXXX - I called back in and spoke to XXXX i asked for the payoff amount and if the adjustments were made she said yes but it would not change the balance of my account and that when XXXX  quoted me he did not quote me the fees. I advised that is in possible because the only way to recover car is to pay off delinquent balance plus the fees. When adding up from the ledger indicated {$2700.00} so there were nearly 300 additional fees. She stated that there was interest and I said not {$300.00} worth of interst from Friday until Tuesday and based on the quote per diem it was XXXX per day. She asked to place on a brief hold and then said she needed to do more research and I advised she said she would have her research done already from yesterday and I asked to speak with her manager who now was XXXX XXXX. I spoke with XXXX XXXX who again said that there must of been some sort of misquote by agent but she said that my account was pending an adjustment because the {$710.00} was applied to the principal. She said she would look into everything and get back to me and send a payoff letter.
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I received a payoff letter for {$2300.00} only good thru today and I called to pay off and was told by XXXX XXXX that I needed to pay {$2300.00}. I said that I had a payoff letter from them that indicated {$2300.00} she said she did not see that letter in her system. I advised that how am i able to receive a payoff letter from them and they not have that amount. I asked to speak to XXXX XXXX the other manager. XXXX told me my payoff was XXXX and i said but i received a payoff letter today for {$2300.00} she said but you asked for adjustments to your payment which changed the prin amount. then i said but this letter was received today at XXXX then she said ok well we have to go by that letter but you have interest accruing i asked her to take my payment and she said she could not take my payment and had to transfer me again to someone else. i said I do not feel comfortable with so many people having different numbers and not knowing the amounts to pay.
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I have gotten so many different numbers from this company every time i call for a payoff. they claim one number and then another number. My interest per diem is {$4.00} but {$100.00} 's of dollars have been applied to my account. this company is taking advantage of consumers and need to be stopped they should not be quoting multiple payoff amounts and the agents are uneducated people who do not understand how to read the account ledger system. I want to file a formal complaint for consumer harassment and endangerment.
<P/>XX/XX/XXXX - I called bac

Company response to consumer: Closed with explanation