Consumer complaint received 2022-11-03
Company: Westlake Services, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Westlake Financial has acknowledged that I am entitled to two separate refunds yet this company continues to provide me with false information and nonpayment of these two refunds. On XX/XX/XXXX this vehicle was voluntarily repossessed by the dealership, my down payment was returned and the dealership canceled this transaction all within 30 days of the initial transaction date ( XX/XX/XXXX ). Nonetheless, Westlake still took funds out of my account in the amount of XXXX on XX/XX/XXXX. Additionally, the warranty that was refunded by a third-party warranty company ( XXXX XXXX XXXX ), which I paid directly to the dealership was not returned to me but was directly received by Westlake financial ( approx XXXX amount ). I was advised by XXXX XXXXXXXX XXXX on XX/XX/XXXX to contact Westlake Financial so that the refund can be returned to me. Again, these refunds were acknowledged to be returned to me upon waiting the " 21 day '' as per the " Westlake Financial Policy ''. I was told on XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX that my two refund checks were in the physical mail and would arrive during the week ending XX/XX/XXXX. I was advised by representatives to call back if the checks had not arrived by then. Upon calling back on XX/XX/XXXX I was notified by representatives that the refunds were cancelled and no checks were mailed out. While holding because the representative needed to research my account I was hung up on. Upon calling back I was told by another representative that my refunds were cancelled and nothing was mailed out. After advising the representative that the handling of my case may need to be managed up to get a resolution outside of Westlakes abilities I was finally connected to a supervisor XXXX XXXX. XXXX XXXX was not able to communicate why I was told by several representatives on several different dates that my refunds were in the mail. After a 20 minute telephone call XXXX XXXX advised me that he would research my claim further and that he would follow up with me directly by days end with a resolution. That never happened. It is now XXXX and I still have not received either refund. In fact I have been told that these refunds never were mailed. As of XX/XX/XXXX I have been told that I have to wait an additional 21 days to receive a refund because my account was closed on XX/XX/XXXX. I was not given an explanation as to why my account was " closed '' and why that was further delaying my refund. I have placed dozens of calls to Westlake Financial and spent many hours trying to get a concise explanation to the status of my refunds. I receive a different explanation every time that I call. I believe that the are major compliance issues. Their documentation is not reflective of the communications that I have had since XX/XX/XXXX and it raises significant concerns of theft, improper use of my personal identification information and discrimination. I am extremely distressed about this situation because it has created an extreme hardship during this time of inflation.

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