Consumer complaint received 2025-11-21 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Westlake Services, LLC
State: NC

Complaint narrative:
Summary of the issue : I have a personal loan originally facilitated through XXXX but serviced by a third-party lender ( XXXX XXXX ). I requested a payoff letter because I intended to pay off the loan in full. After paying the amount listed on the payoff letter, XXXX later claimed I still owed an additional fee. They stated it was an insufficient funds fee or possibly interest but this amount was not included in the payoff letter, and I was never notified of any additional charges. The company also attempted to charge an old card on file, without authorization, long after the payoff. 

What happened : Because the loan was through a third-party lender, I had difficulty finding any customer support through their portal. All communication has been conducted through XXXX and XXXX XXXX representatives. 

I requested a payoff letter and was provided XXXX. I paid the full balance listed in that payoff letter. After this, XXXX XXXX claimed there was an additional fee, which they alternately described as an insufficient funds fee or interest. This alleged fee is tied to a payment attempt made months after the loan was already paid off, using what appears to be an outdated card on file. I never authorized this attempt, and I never received any notice that they tried to withdraw funds or that a fee was added. 

When I first asked about this while requesting the payoff letter, the representative did not mention any additional amounts owed. The payoff letter was presented as the full and accurate amount required to bring the loan to zero. Now, WPM Servicing is treating this amount as a separate, valid charge, even though : -It was not included in the payoff letter -I received no notice of any additional charges -I never authorized a subsequent payment attempt -The attempt seems to have been made to an old or inactive card -This occurred long after the balance had been paid After discovering this erroneous fee, I contacted XXXX XXXX several times. Every representative told me the issue would be fixed within XXXX hours, but the account has never been corrected. Several representatives stated they did not have the accessibility or authority to resolve the issue. When I requested a supervisor, I was repeatedly told that no supervisor was available and that I would receive a call-back a call that never came. 

During my most recent call, I was again told the same XXXX hour timeline, and I was prompted to make a payment toward this incorrect balance before the company corrected its own mistake. 

Why this is a problem : XXXX XXXX has : -Added a fee or interest amount after payoff -Failed to include this amount in the official payoff letter -Attempted to charge an old, possibly inactive card without authorization -Provided no notification of the attempted charge or resulting fee -Presented contradictory explanations ( interest vs. insufficient funds fee ) -Continued to treat the amount as valid despite being improperly added -Provided false or misleading XXXX hour resolution promises -Failed to escalate the issue to a supervisor despite multiple requests -Pressured me to pay an incorrect and undocumented balance -This behavior is improper, deceptive, and violates payoff accuracy standards. 

What I have done to try to resolve it : -Requested and paid the full amount listed on the payoff letter -Contacted XXXX XXXX at least XXXX times -Discussed the issue with the representative when requesting the payoff letter -Asked for supervisor escalation multiple times but never received a call-back -Received repeated but unfulfilled promises of resolution within XXXX hours -Still have received no written correction or clarification -Continue to see the erroneous fee on the account

Company response to consumer: Closed with explanation