Consumer complaint received 2024-02-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Westlake Services, LLC
State: FL

Complaint narrative:
In XXXX of XXXX, my car Loan Company XXXX XXXX  offered me a XXXX Personal Loan opportunity through XXXX XXXX after I paid my car off. I accepted the loan offer and set up my account for Automatic Payments to be taken out on the XXXX of every month. see attached XXXX XXXX. I continued to make automatic payments up until XXXX of XXXX when I called Wilshire to pay off my loan account in full and was give the payoff amount of {$2200.00} XXXX  - AGENT XXXX XX/XX/XXXX PAYMENT - CUSTOMER PAYMENT XXXX After I paid off the loan, I heard nothing from Wilshire until XXXX of XXXX where I started received letters stating I owed them XXXX cents. I called innumerable times from XXXX to XXXX trying to find resolution and talked to one agent after another including supervisors, where I went over my history with them showing that I called in and was provided a payoff amount of {$2200.00} and they just kept saying you didn't pay off your loan you still owe XXXX and no matter what I said I got absolutely nowhere will these people. After months being passed around from one agent after another I finally spoke to one supervisor and I requested the phone transcripts so that I can review the transcript where I called in to pay off the loan, that shows I was given the payoff amount in full and then provided them approval to take that pay off amount of out of my account. She said she would have to put in a request for the transcripts. and to call back in 30 days. Instead of phone transcript they sent me a Collections Pay off letter threatening to charge off my account and now adding more fees and interest. This account had ALWAYS been paid via Automatic payment. Once I called to pay off the loan in full, they never took another Automatic payment out of my account. If I had owed them, any more money, wouldn't it come our of my account automatic payment as it always had? I called 30 days later and the lady started reading through phone notes where so could see where I called in to pay off the loan. I explained that why would I call in to pay off my account, you give me the pay off amount, they take the payment but leave XXXX balance and not pay it for two years? This makes no sense other than this is a scrupulous organization and has done these type of fraudulent tactics to millions of consumers. The last conversation I had with the manager, she said she would review the transcript and if the error was on their end, they would close the account and they would assume the balance. I heard nothing else until this they emails me a payoff letter now with late fees and interest on a loan I paid off in XXXX. 
The account was paid off and closed per the phone conversation on XXXX XXXX yet Wilshire fraudulently kept this account open and never took another payment then accused me of not paying off my loan. see attached emails, my payment history that shows I always paid automatic payment and the phone call where I called 'paid off " the loan and I never heard another word from these people until XXXX of XXXX without notice they started reporting XX/XX/XXXX days late and then reported this to the credit agencies. I am requesting that you review all the attached documents and work to resolve this fraudulent change off. This company should be put out of business.

Company response to consumer: Closed with explanation