Consumer complaint received 2023-11-05
Company: Westlake Services, LLC
State: AR
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
The circumstances surrounding this loan began when my car was first reported as abandoned over 3 months ago. My car was in a nation wide recall by XXXX. Unfortunately my car caught fire while I was driving it and burnt to the ground. XXXX took possession of my car XX/XX/2022. I have sent documentation of this to Westlake. The car has been paid in full and its closed. Westlake put in their system that my car was abandoned and repossessed that I was not aware of until I applied for a loan for a new car..The loan officer at Westlake told me to call customer service, and we had to get this off of there. As far as I knew the abandonment and repossession was taken off of there, I applied for a loan which Westlake approved me for a XXXX XXXX that I did not purchase. I applied for another loan for an XXXX with the same loan officer, he found me the car, Im at the dealership I called him we put in the application and the repossession pops back up and Im blocked from getting alone. The loan officer said he has no idea why that is on there. It was off and proceeded to tell me and the dealership there XXXX to be a glitch in the system because it wasnt on there and I had been approved for a loan just a few days earlier The dealership could not even submit my application because of this repossession that was put back on there! The loan officer apologized explain to the dealership that I know XXXX has to be mad at us cause this was taken off and was approved on another car and now this is back on here! He explained to dealership I dont know what the problem is. Well have to try to figure this out. Why its back on there.! I have been trying to get this off for three months now this is what the problem is no one seems to know how the Westlake computer program works, not the reps at car dealers, not one of the GM manager at customer service, not the loan people at the main Westlake office, no one knows how to remove something from their reporting and no one can provide me with a person or any contact information on who to approach to remove or correct, the info. Meanwhile, loan after loan is denied because of the mistake that Westlake admits is present. They dont know how their own software works or how to correct an error, not one representative has been able to offer any solution to how a zombie report of repo came onto the credit report and no one knows enough about their computer system to resolve it and remove it. Representatives and supervisors, and a GM have even said the credit dispute part of the business, there is no way to contact them except by email. No dispute letters or an opportunity to discuss the problem and resolve it, they are essentially unreachable except by representatives at Westlake who cant break through to get the problem addressed. Meanwhile, additional loan after loan application is denied. Reputable dealers have told me there is no way they can qualify me without the repo mistake removed..! I am a XXXXXXXX XXXX that has had to take XXXX to my XXXX appointments! I have spent thousands of dollars on XXXX and rental cars and dealing with my medical appointments and trying to get there all while Westlake can not seem to fix this!!!

Company response to consumer: Closed with explanation