Consumer complaint received 2023-08-07
Company: Westlake Services, LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
As of XX/XX/2023 I have contacted my finance company in regards to me being involved in a rear end collision. I have been asked was I okay from the rep on the phone. I told them XXXX not sure how to answer this but I was contacting you guys to let you guys I have been placed in a rental car with whom has possession of my vehicle is a body now and I have not received the date of completed repairs. The rep has told me okay one second I will submit this information in your profile and after holding on the phone for 30 to 60 minutes of only talking to the rep for 5 minutes, he then returns to the call to just tell me he cant submit the claim over the phone I then was instructed to do so online via their website.

https : //www.wpmservicing.com/contactus/ After a couple months has came and gone by no follow up call has been returned in regards to my vehicle status, my vehicle is yet still in the repair shop as of XX/XX/2023. I have sent a email to the company in reference to trying to contact them and requesting of a supervisor to contact me. I NEVER can personally get a name of a supervisor, the rep provides me with different name of themselves. After then told one name I do advise them them they have told me this but now they telling me this. 

Now here we are in XXXX. Just XX/XX/2023 my vehicle was stolen from where I had just got out of it now even XXXX minutes of me coming back out to no sight of my vehicle. 

I begin to ask questions around the neighborhood because one I am not from the neighborhood or area as a whole and this is just not a clear understanding. So I contacted XXXX - to being advise that my vehicle was recovery by a repossession company. So after being told that they told me to contact my finance company. I did do so but all they say too me, was that as of XX/XX/2023 I have to pay {$2000.00} XX/XX/2023 I have to pay {$1600.00} XX/XX/2023 I have too pay {$1700.00} XX/XX/2023 I have to pay {$1900.00} So I asked the rep who is it everyday Ive called its as high low price thats being requested of me too pay but no one too give me the phone number too the departments that you guys are transferring me too, and or there is NEVER a name or phone number for a supervisor to be contact or even contact me themselves. 

They only give me the option of gathering my belongings. But in response of myself I told them I am not going to get my belongings if I cant get it all at once. They then disconnected the call and have not returned it since. Any contact with the finance company was and is because of Wm wanting/ trying to retrieve my vehicle. They are not trying to be in compliance. I asked for the name and phone number of the location! 

They are able to provide me with a phone number but no name of the location of repossession company who performed the repossession. 

The rep told me out their mouth, well sir XXXX dont dont what to tell you. I have a number to the location. I take the number. Listed below. 

XXXX ( XXXX ) XXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ) XXXX After contacting these numbers XXXX still here without answers of where my or how too retrieve my belongings and thats including my vehicle alone. 

They have been contacted via email with no follow up of email nor returned phone calls from the finance company! 

westlake portfolio management services How do I get this resolved?

Because prior to my account of being in delinquency I have contacted them in honor of respect of myself and my contract that my vehicle was WRECKED. May be a total lost and Im not sure if they will repair it or actually just submitting it as a total lost and I have no date of completion of the repair. 

They STOLED my vehicle after Ive retrieved it from the collision shop and its been repaired.

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