Consumer complaint received 2026-03-16 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: GA

Complaint narrative:
On XX/XX/2026, I paid an amount of {$600.00}, I knew that the final payment was {$120.00} which is what I planned to pay once I got paid again. When making this payment, the only pay off amount shown was {$120.00} with no other indication that there was any pending payments or any amount due after this. So I made the payment, got the confirmation that the payment was made and the account was satisfied. The payment also cleared my bank account as well. As a consumer, I had no reason to believe that anything else was due after this because of the confirmation received. I made the intention to pay this account within the 90 day period because it was the same as cash thing so I knew the final payment had to be before XX/XX/2026 which is what I did. When checking my credit report, I seen that this account was still reporting and that it wasn't reporting as closed, so I logged into the account and I seen that there was still a balance but for the full 12 month period. When contacting the company, they stated that there was an ACH payment of XXXX that was reversed after my final payment of XXXX which was not disclosed at the time of payoff. They're now telling me that they are unable to honor the 90 day same as cash regardless of what I thought happened because the payment was reversed. When asked to speak to a XXXX, he stated that the XXXX came out before the final payment but didn't process until after the final payment which resulted in a balance still being on the account. I explained to him that the final payoff did not reflect this balance and I paid what I thought was due because that's what was indicated and if there was any issues then I should have been contacted or emailed or something. He ( XXXX ) stated that they are not responsible to contact consumers about their account and it's our responsibility to know what's going on and that I should have logged in to check the account. Again, I stated to him that after the confirmation screen that the account was paid, there was nothing indicating an issue or a payment issue and that I was told that the account was closed and satisfied. Another supervisor ( XXXX ) then told me that this confirmation isn't final and that I should have logged back in to check the account. I then told them that as a consumer, they shouldn't even show this screen because it indicates to anybody that the account is satisfied and closed and there isn't any need to log back in or gives any indication that the account is not closed or satisfied. We believe that the account is satisfied and closed because that's what we're told from their end. He then stated that I should just pay the $ XXXX settlement of the account to satisfy it and it'll be over with which I then stated is absurd considering that I paid the account with the intention it was closed. He just kept reiterating the fact that I should have logged in to check the account even after it was closed to check for a final balance when in my mind, it shouldn't have been a final balance if the account was deemed paid off. This is indeed predatory considering the company doesn't even send email reminders or text reminders about the account according to their " contract '' that the agent repeatedly kept mentioning. I've never heard of any company not sending an email reminder or text reminder about an upcoming bill or even a unsatisfied bill.

Company response to consumer: Closed with explanation