Consumer complaint received 2020-09-29
Company: Westlake Services, LLC
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I do not have specific dates, however, I have been trying to resolve this issue with Westlake Financial for months now. I can not get Westlake 's Title Department to assist me with obtaining a duplicate title in order to get my car licensed in the state of XXXX, I have a 2010 XXXX XXXX  financed with Westlake Finances. I recently moved from XXXX  to XXXX. IN the move I have misplaced my title for the car. In order for me to get it legally licensed in the state of XXXX  I must produce a title when I go to the County Clerk 's office in order to get the title switched from XXXX  to XXXX. When I moved to XXXX  I visited the XXXX XXXX Clerks office and they ask for a title. I told them I had misplaced it and they informed me to call XXXX  and ask for a duplicate title. I called them and at first they said I would have to go to the closest XXXX  XXXX  office and complete the necessary paperwork to complete my request. At this time was when COVID began and most XXXX offices were closed. When the XXXX  government resumed in person appointment 's I called to make an appointment and they informed me they could not give me a duplicate title where there car still had a lien on it with Westlake Financial Services and I would need to call them and get them to assist me with obtaining a duplicate title and that it was their responsibility to help me with getting a duplicate title. So, for four months now I have been dealing with Westlake Financial services and have gotten nowhere with them. Every street I go down with them is a dead end. The account manager I have been dealing with first gave me the number to their title department and there was never any answer, so I called him back and he gave me a new number and when I finally spoke with a representative they said they could not help me. So, I called my account manager back and informed him they were unwilling to assist me. From that point he emailed them and told them my need. So weeks later and many many calls later and nothing done my account manager informed me to make a request for a duplicate title in writing and I did and attempted to fax it to the number I was given. The number I tried to fax the request to would not work, so once again I called the finance manager back and I emailed it to him so he could direct it to the right entity in the title department. Weeks later and no response from anyone I called back and told they didn't even have my account on file, or I had the wrong number, and finally they had not heard anything back from XXXX  or XXXX  on what they needed to do? No one will help me and every attempt I have made gets nowhere but to a dead end. Evvery peron I speak with tells me something different and no one knows what they are doing. When they called yesterday to collect my payment I told them I would not be making another payment on the loan until someone does their job and helps me get a duplicate title to produce to the county clerk 's office here where I live. I have a car I have been paying for, for months now and can not even drive it because the tags are dead and it's not legal to drive. I will not pay another dime on it until someone at Westlake does their job and helps me get a duplicate title so I can license my car. Now they are calling and being very rude wanting their money, stating the car will go into repo status if I do not make a payment, but yet they won't assist me with a very simple matter. They act like I want a title free and clear to the car and I have enough sense to know that I can not get that until the car is paid off, I only want a duplicate title with their lien still listed on the title. I will not and I refuse to give them another cent until they make this right. I have no use for a car I can not legally drive because of their negligence. I will take my money elsewhere and buy a car that I can legally drive. A higher entity needs to be involved and make them do their job. As I stated before, this has been going on for months and no one will help me! I am basically paying for a car I can not even drive legally.

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