Consumer complaint received 2023-01-27
Company: Westlake Services, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/22, I initiated my third CFPB complaint to Westlake Financial Services ( CFPB Complaint # XXXX ) informing them that they are still reporting inaccurate information on my credit report. I asked them to update account number XXXX so that it could reflect with accuracy, -but be sure to NOT remove the account from my credit report. WFS ended up deleting the account from my XXXX credit report due to their reporting of inaccurate information. Granted, I appreciated the company doing the right thing, however, it is not what I asked, and I was highly upset. I only requested a correction, -not a deletion. You, the CFPB, informed Westlake Financial of my complaint, and the company investigated. Westlake Financial Services responded to my CFPB complaint 14 later, and wrote me a letter which stated the following Upon review of your account, we have determined that the information we reported to the Credit Reporting Agencies ( CRAs ) was accurate and is properly reflected in your credit report. I really appreciate your prompt response, but please allow me to explain something to you. This company is reporting that I paid 46 out of 48 months on time. ( I still do not believe this to be true ). I believe that I made all 48 payments payments on-time. Nonetheless, I would like to come to a resolution once and for all regarding this matter. First, I would like to request a goodwill adjustment for the alleged late payments. Two years ago, there could have been many reasons beyond my financial inability to pay such as Westlakes computer system being down when attempting to make a payment ; a representative from customer service could've taken down the wrong bank account info when processing my payment over the phone ; the autopay system could've encountered an error that I did not know about to which I would've had to call in later to get corrected ; Or heck, maybe he creditor failed to post the payments to my account on time. There could be many reasons for this beyond my fault! Furthermore, let 's say none of that happened, is there a way I could be granted penalty relief for a reasonable cause? Two years ago there could have been some type of extenuating circumstances that led to the late payments such as being in the hospital, suffering from emotional trauma ; a death or emergency in the family ; my email being hacked and my e-statements ended up in spam ; my paper statements had been stolen from mailbox, or even that my town was subjected to a natural disaster. Again, this was two years ago and a lot has happened since the pandemic and I underwent a lot of things which I am unable to pinpoint exactly what occurred. Side note : The whole pandemic I continued paying my bills on time, yet I am sure that several thousands, or hundreds of thousands of your customers that were unable to fulfill their obligation to you, and or have way more late payments reflecting on their account, yet, I am over 50 % paid off on my loan with no missed payments. I just have a hard time believing that two late payments were due to my own accord. I may have to reach out to Westlakes Executive Department due to my belief that this creditor is acting unfairly.

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