Consumer complaint received 2025-12-24 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Westcreek Financial
State: CO

Complaint narrative:
On XX/XX/2024, I submitted a payoff payment for my Koalafi lease ( Account # XXXX ). On XX/XX/2024, Koalafi emailed me confirming that my lease was closed and paid in full pending the clearing of my final payment. 

I was never notified that the payment did not clear, nor did I receive any email, text, or other communication indicating a problem with the payment. This lack of notice prevented me from correcting the issue in a timely manner. I reasonably believed the account was paid off based on Koalafis written confirmation and the absence of any follow-up communication. 

At the time the payment was submitted and in the days that followed, there were more than sufficient funds in my bank account to cover the payoff amount. I have attached documentation showing available funds. There is also no record indicating that Koalafi attempted to reprocess the payment or notify me of a failure. 

On XX/XX/2024, after discovering the issue, I emailed Koalafi in good faith requesting resolution. I asked that the payoff be backdated to XX/XX/XXXX, that any added fees or interest be removed, that written confirmation of a {$0.00} balance be provided, and that no negative credit reporting occur. Supporting documentation was attached. 

Several days later, I contacted Koalafi by phone during a break at work to follow up. During that call, Koalafi acknowledged that they could backdate the payoff amount and reprocess the payment. However, they stated that I would only be allowed to process the payment that same day. This conversation occurred at approximately XXXX XXXX  on a Friday. I explained that I was working and unable to process the payment at that time and requested to complete the payment on the next business day ( Monday ). 

Koalafi refused to allow payment on the next business day and demanded same-day payment, creating unreasonable time pressure and denying a reasonable opportunity to cure the issue. It is standard and reasonable business practice to allow payment to be processed on the next business day when notice is provided late on a Friday afternoon. 

This dispute has caused unnecessary stress and harm despite my consistent good-faith efforts and good standing throughout the life of the account. I had no reason to believe there was an issue after receiving Koalafis paid in full pending clearance email and receiving no further notification of a problem. Once I became aware of the issue in XXXX, I acted promptly and cooperatively to resolve it. 

Koalafi has refused to correct an error that resulted from their own failure to notify me and has prioritized punitive outcomes over reasonable resolution. These actions constitute unreasonable time pressure and a failure to provide a fair opportunity to resolve the issue before harm occurred, particularly where the communication gap was caused by Koalafi. 

I am requesting correction or deletion of any inaccurate credit reporting, confirmation that the account is paid in full with a {$0.00} balance, removal of any improper fees or interest, and written assurance that fair and transparent servicing practices are followed.

Company response to consumer: Closed with explanation