Consumer complaint received 2019-05-24
Company: Westlake Services, LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/2019 I noticed that my car was gone and found out it was reprocessed by the finance company Westlake Financial, XXXX. First I spoke to XXXX XXXX in customer service department and he transferred the car to XXXX XXXX. She stated the following ( because everyone said to me different ) that the car note was 47 days late and they contacted me ( incorrect till this day XX/XX/2019 no letters no calls not even to tell me the car was repo ) and I owe XXXX. They failed to apply back in XXXX XXXX to the loan. They stated they applied that to the end of the car note they did not apply four months worth. Okay so I was transferred to XXXX all of a sudden the amount changed to XXXX + XXXX repo fees totaling the amount of {$1400.00}. The fees were paid that moment via money gram and everything was fine. They said it can take 4-6 hours to start the reinstatement papers to keep calling back. I called and asked to speak to the supervisor because the paper was not complete yet and he proceed to give me the break down where the fees went. He looked over the summary with me and stated that I can deferred the payment to 30 days since I have always paid my notes and since paying this amount he extended that option. He stated call XX/XX/2019 once the monies that was paid will be applied to account. On XX/XX/2019 I spoke to XXXX in customer service and was told why deferred the payments I have 43 days credit after monies was applied. Now the new payment date is XXXX. On same date I picked up my car and that the account will be updated to call back in 48 hours to see the update. On XX/XX/2019 I saw the summary online and now more charges were put on an extra. I called XXXX XXXX the collections supervisor and he to saw all these charges. An extra XXXX in repo fees, an extra XXXX nsf fees ( mind you I money gram the reinstatement fees that was cash ) XXXX late fees added ( again all these fees were paid when they said to pick up car ). On this date XXXX XXXX looked over the account and he stated the accounting department posted in error and the only fees extra was the repo fees ( XXXX more after being towed when car was picked up ). And when they posted all payments correctly he stated that I do not have a credit of 43 days that I owe the extra repo fees and I am still eligible for the deferred payment. On XX/XX/2019 I spoke to XXXX XXXX and the processed was done and now my new payment is XX/XX/2019 my regular bill plus the extra XXXX repo fees. On XX/XX/2019 I looked at the online summary and now there is another payment charge plus all the fees that XXXX XXXX stated were already paid once I picked up the car. Now not only they said that XXXX was never paid hello I just paid all these fees of XXXX to pay everything owed and asked to speak to XXXX XXXX the supervisor. He when heard my voice he hung up and when I called he told them he was unavailable. I am tired of this company. My daughter is going through the same thing. We purchased the cars and they are the same finance company. They keep adding taking and when asked for a summary of everything " they stated California law stated they did not have to provide that information. '' Please assist me in this matter.

Company response to consumer: Closed with explanation