Consumer complaint received 2017-08-22
Company: BANK OF THE WEST
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
On XX/XX/XXXX I went to XXXX XXXX XXXX XXXX. located at XXXX XXXX XXXX, XXXX  XXXX, Colorado for an oil change, and to discuss my XX/XX/XXXX end of lease options. I ended up signing a Retail Installment Sale Contract With Arbitration contract with XXXX XXXX XXXX financed by XXXX XXXX XXXX. The Finance Manager was XXXX XXXX. The following week, I received a phone message from XXXX XXXX advising me that I needed to return to resign the finance document because it was rejected by XXXX XXXX XXXX, due to a clerical error. When I returned to XXXX XXXX XXXX on XX/XX/XXXX, I advised XXXX XXXX that I had changed my mind and that I did not want to sign a new contract, especially that the one that I had signed had been rejected. I wanted to keep my existing lease with XXXX XXXX XXXX, which did not expire until XX/XX/XXXX and turn in the vehicle at the end of the lease. He consulted with another manager who told me that XXXX XXXX XXXX had already cut a check and submitted payment to pay off the existing lease and that they intended to resubmit the contract through another bank with or without my consent. I strongly voiced my objections very clearly and reiterated that I did not want to sign a new contract, and that I wanted to keep my existing lease which was still in full effect. From XXXX XXXX to XXXX XXXX, I received multiple hits on my credit report from XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, Bank of the West, and XXXX XXXX XXXX . The last payment I made to XXXX XXXX XXXX was on XXXX XXXX, therefore, XXXX XXXX XXXX had not cut a check and submitted payment to pay off my existing lease with XXXX XXXX XXXX as they had stated to me on XXXX XXXX. My existing lease was still in full effect. On XXXX XXXX, XXXX, I received a letter and Loan Payment Book from Bank of the West, New, Loan # XXXX, notifying me of the new loan, with the first payment due XX/XX/XXXX. I immediately called Bank of the West that day to notify them that I had never signed for this loan. I first spoke with XXXX, and then a manger by the name of XXXX. He said that he would initiate a fraud report. I requested to get a fax copy of the loan document to see if my signature was on the document, but did not receive it due to a problem with my fax machine. I called again on XX/XX/XXXX and spoke with XXXX about the entire matter and provided my work fax number but never received the fax. I called again on XX/XX/XXXX and spoke with XXXX about the entire matter, and provided my work fax number a second time. When I reviewed the contract I was not surprised to find that it is unsigned and undated. When I checked my XXXX XXXX XXXX online account on XX/XX/XXXX, I saw that the lease was paid off in full by XXXX XXXX XXXX on XX/XX/XXXX. I am filing this complaint because the management at XXXX XXXX XXXX XXXX. should be held financially accountable for deliberately and willfully executing a new loan with Bank of the West without my consent or signature, and against my express wishes when my existing lease was still in full effect, and had in fact not been paid off on the day that I make my wishes very clear. Bank of the West executed a loan that was neither signed, dated nor approved by me, the alleged borrower. This Bank of the West New Loan # XXXX was executed under fraudulent circumstances, is therefore null and void, and must be cancelled immediately.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation