Consumer complaint received 2023-08-11 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Westlake Services, LLC
State: IL

Complaint narrative:
I financed a loan with Westlake Portfolio Management under XXXX XXXX via XXXX XXXX XXXX removal in the amount of {$3500.00} on XX/XX/2023. Tired of the shady billing practices mentioned in XXXX Complaint ID XXXX ( PDF export attached ), I paid off the loan in full on XX/XX/2023 in the amount of {$3400.00}. 

On my payment history I see that {$25.00} of the XX/XX/2023 payoff went to a non-sufficient fund fee dated as the SAME DAY AS the payoff transaction. The payoff transaction on XX/XX/2023 was SUCCESSFUL, so all NSF fees associated with a SUCCESSFUL transaction on XX/XX/2023 are inaccurate. Again, the loan payoff transaction in the amount of {$3400.00} on XX/XX/2023 was SUCCESSFUL, yet {$25.00} of the {$3400.00} payment amount went to an NSF fee. A successful transaction predicates that all required account information needed to successfully complete the transaction, such as a routing numbers, etc., ARE CORRECT. I am entitled to a {$25.00} refund for this fee. 

Westlake Portfolio Management has not addressed this issue in my previous Complaint ID XXXX. Why was {$25.00} of my SUCCESSFUL {$3400.00} loan payoff transaction on XX/XX/2023 applied to an NSF fee? Where did this fee come from? Let me guessthis NSF fee is also from yet another conveniently untraceable attempt by Westlake Portfolio Management to debit my account? If so, please provide the date of and reason for this failed attempt made by Westlake Portfolio Management. Please be advised that Westlake Portfolio Management has never been authorized to debit my account at any time other than on a payment due date or if I as the customer initiates a payment. These sporadic, unauthorized payment attempts are another point in this complaint. My bank account was repeatedly accessed/attempted to be accessed on several occasions without my consent. 

The company knows these transactions are invalid but if I hadnt advocated for myself via several hours spent on the phone with their incompetent support call center, nothing would have been done. On XX/XX/203 Westlake Portfolio Management agreed to waive the fraudulent NSF fee from XX/XX/2023. To this day, XX/XX/2023, they have not honored this written agreement. The NSF fee from XX/XX/2023 has NOT BEEN WAIVED ; it is accruing interest on my account and just today, XX/XX/2023 I received an email titled You Have A Payment Due. The current balance, with interest, is {$28.00}. I am entitled to having this balance waived in its entirety. I should not and will not pay interest on an invalid fee that shouldnt have been assessed to begin with, not to mention the fact of interest accrual shows the extreme slowness and lack of urgency with which Westlake Portfolio Management responds to customers problems THEY CAUSED.

Within previous communications provided in Complaint ID XXXX, Westlake Portfolio Management provided false contact information for the Compliance Specialist overseeing my case. I called the listed phone number XXXX ( XXXX ) XXXX several times and each time was sent to the voicemail of someone named XXXX XXXX. 

Westlake Portfolio Managements Compliance Specialist as stated is XXXX XXXX.

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