Consumer complaint received 2023-06-23
Company: Westlake Services, LLC
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I was having a difficult time paying my car payment with Westlake Financial. I called them on XX/XX/2023 to discuss the financial problems I was having to see if they could help me. The woman was very helpful. I asked if I could extend one payment to the end of my loan, in exchange for missing my XXXX payment. She said yes, that I just have to pay {$50.00} and she could do that. I paid the {$50.00}. She said I had to fill out a form that she would text me, which I did while I was on the phone with her. I thanked her and asked if there was anything else I needed to do, and she said I was all set. I got a few calls after that about a late payment, when I said I had set up the arrangement, they said it must not be reflecting yet. 

At that time I assumed my next payment due date was XX/XX/XXXX. Funds were tight. I wasn't able to make the XX/XX/XXXX payment, but was prepared to make it on XX/XX/XXXX, so that I didn't hit the 30 days passed due mark. 

On Sunday, XX/XX/XXXX at XXXX, a tow truck shows up and repossesses my car. I was shocked, because since I had done the payment arrangement I wasn't even 30 days past due. I called Westlake right away, and the rep on the phone actually laughed at me, and said I can't make payments whenever I want, in regards to the {$50.00} payment. I told him it was a payment arrangement, and he laughed at me again. 

I owed {$440.00} to get my car back, which I paid. I missed XXXX days of work, and had to get a cab to go pick up my car. I was upset. I called Westlake the day after I got my car back, and asked why it was repossessed when I had the payment arrangement. After speaking with a supervisor it was determined that the woman who processed my payment arrangement, didn't finalize it, which is why the car was repossessed. Within a week they had reversed the repo fees. She said they would look into forgiving a payment, due to the lost wages, time, and inconvenience of the whole situation. 

They did reverse the repo fees ( which never should have been on there ). But they never properly processed the payment arrangement at all, so I ended up getting a 30 day late payment ding on my credit report. And they never made any kind of effort to compensate me for the lost wages, the cab, or anything else. 

I called for the last time today, XX/XX/XXXX, to see if there was an update. And the supervisor said they don't offer anything for mistakes. And I should just make sure i make my payments. 

I'm frustrated. I've never had a lending company be so awful, unforgiving, and threatening. Today they actually told me they can repo the car anytime they want, even if it's a day late. This company is predatory and doesn't own up to their mistakes. I don't think it's unreasonable to ask them to forgive XXXX payment ( {$220.00} ) in exchange for 2 days of lost wages, and the cab fee. They should reimburse me for all of that due to their error, but I know they won't. 

Please help me to ensure this predatory behavior doesn't happen to others.

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