Consumer complaint received 2017-10-03
Company: Westlake Services, LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
To whom this may concern : This complaint is involving Westlake Financial and XXXX XXXX XXXX. 

I purchased a XXXX XXXX from XXXX XXXX XXXX XX/XX/XXXX, my down payment was XXXX My financing was going to be provided by Westlake Financial through an employee program being offered at Westlake Financial. 

I started my payments on XX/XX/XXXX for a term of 48 months. 
I have been in touch with Westlake and been making my monthly payments to them. 

Since XX/XX/XXXX I have been trying to make a payment but I am being told my account is paid off, without any explanation, this does not make any sense. 

I have my vehicle and I have been making my regular monthly payments. 
No one has informed me of any changes. 

When I asked for answers on XX/XX/XXXX, I spoke to XXXX, supervisor of servicing. She told me first that this contract was " boughtback '' by the dealer since XX/XX/XXXX due to a title issue. Having made payments to Westlake for close to a year this made no sense. She then said that Westlake has reimbursed all my payments to me in the form of a check that I should have. 

When I asked her for the check amount, date and check number, she could n't provide me any of that information. Then she said that the buyback was received XX/XX/XXXX and would take 21 business days to reimburse the payments I have made. I was speaking to her XX/XX/XXXX, more than 21 business days have passed, she still did n't have an answer for me. 

I asked her why this was happening, why no one had contacted me and she had no answers for me. 

When I asked her about the down payment she said to speak to the dealer. She told me the dealer would repossess the vehicle because they had title issues. Since I have complied with my contract, I told her that it would n't be correct for the dealer to repossess the vehicle, having complied with my contract and made all my payments. 
She told me there was no contract. This does n't make sense, since I did sign a contract at the dealer. 

Most of the information she provided to me was vague, either did n't make sense or was incorrect. 

I asked for another manager to review this matter and get back to me and have not heard from them. 

Regarding the dealer, the dealer XXXX XXXX XXXX, called me asking me to go in for a smog check. When I emailed them to schedule a time, they told me they do n't do smog checks. 
They have failed to inform me they " boughtback '' my contract and have no finance company for me. They have not told me about any title issues they are having. 

When I called XX/XX/XXXX, a man name XXXX  insisted he needed my vehicle for smog. 

I confronted him that Westlake claims my loan is closed. He said he did n't have any idea. I told him Westlake claims my account is paid buyback by dealer due to title issues. He insisted again to take my car there for smog but I mention to him I do not feel comfortable. Both dealer and finance company are not telling me what is going on. They are being deceptive instead of honest. 

After a down payment and close to a year of payments, this title is still not transferred or in my name. My registration is also expired! 

I asked the dealer to provide me answers before I go into the dealership. 
I need answers both from the dealer and finance company.

Company response to consumer: Closed with explanation