Consumer complaint received 2021-01-25
Company: Westlake Services, LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
The arrangements and contract of guarantee from XXXX XXXX and XXXX XXXX dated XXXX and agreed to pay in addition to the loan balance, they would pay all XXXX  fees and storage bills. On XXXX Westlake Insurance Dept . without notice to the insurance company or us, hired XXXX XXXX to remove the truck to an unknown location under the pretense of repossession. There was no default of loan, no repossession, and no abandonment. They claimed that they moved the vehicle to stop storage fees. XXXX XXXX XXXX and us received a email from XXXX XXXX XXXX with Westlake Financial Insurance Claims confirming this fact. However, they billed the insurance for additional storage fees from the lot they moved it to. The insurance paid the payoff amount and all of the charges including both XXXX  bills, storage fees to XXXX. XXXX and storage fees at the second location. 

In order to pick up the vehicle from XXXX. XXXX, Westlake filed papers with XXXX XXXX that the vehicle was abandoned at a impound lot and they were retrieving collateral property. This fraudulent filings because my Insurance had already guaranteed payment in full and myself notified every party involved, the location of the vehicle and the insurance obtained the payoff with a Letter of Guarantee with a 15 day grace period. XXXX XXXX Director of Insurance Claims handled this claim with XXXX XXXX XXXX XXXX XXXX XXXX adjusters for XXXX XXXX XXXX. They paid all of the charges except the repo fee because it was invalid due to the fact that Westlake had already made an agreement with XXXX in writing to take possession of the vehicle on XXXX The vehicle was released to XXXX XXXX and title transferred as paid in full and the insurance received the title. 

The false information has been reported to all three credit bureaus as a charge off for 14 months. This has caused major damage to our line of credit and has resulted in having to paying higher interest rates. The false and misleading information started with false statement on a Texas government document in order to obtain the vehicle. False reporting to credit agency causing undo financial burden. They have caused our credit score to drop almost 300 points each this year. I notified the credit reporting agencies, Westlake Insurance Dept., Westlake Collection Dept., Westlake Customer Service, XXXX XXXX XXXX with Westlake Financial Insurance Claims, and XXXX XXXX XXXX of Insurance Claims that this was a dispute, To date I have received no documents or information. Westlake Financial continues to validate the charge off with no response or acknowledgement of the dispute. This has caused damages to my corporation line of credit. I have requested all the paperwork in regards to this claim. I have requested an audit of the account and under the Freedom of Information Act I request a copy of all communication documents and emails between all parties involved. The three credit reporting agencies received the dispute and now refuse to address the matter because Westlake Financial claims it is valid. In regards to their responses when I call Westlake Financial, they have been rude, non-compliant with Federal laws, they continue to ignore the dispute, and have turned it over to a collection agency who also refuses to comply. I have been screamed at and told I just need to pay my bills. Now I being harassed with continuous settlement offers and promises of settled in full. We did not settle we paid in full. This not an isolated case with Westlake Financial. Most of the dealership in this area refuse to use Westlake because of their poor business tactics. I believe that Westlake Financial violated both TDCPA, FDCPA, violated Texas Vehicle Storage Laws and committed violations under the CFPB. Westlake has hundreds of these complaints and no one has yet to stop them. 

I have attached all documents and emails that transpired and two of the dispute emails to Westlake.

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