Consumer complaint received 2015-09-25
Company: Westlake Services, LLC
State: CT
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In the XX/XX/XXXX I totaled my vehicle. It was so upsetting I had to scramble to get another so I could get to work. I had a long bought of unemployment before that and a little XXXX girl to take care of my. Transportation and Job are very important to me. You would assume that a tragedy like this is something you would experience once in a lifetime if ever but that is not the way WestLake treated me through this process at all. First off my original loan was with XXXX XXXX. Despite my unemployment, I never missed any payments for either company. The communication was poor with XXXX and worse with Westlake. I received nothing in the mail telling me when Westlake took over my loan. Nothing!! My XXXX payment was kicked back that XXXX nearly two weeks after it was due with no vendor to pay not because the money was n't there. I received no calls from Westlake either looking for payment. I had to hunt down emails in my email box to find XXXX email from XXXX saying a new company was taking it over Westlake this was XX/XX/XXXX. So I searched my email for Westlake and had XXXX email from them- again nothing in writing nothing in the email. The email link to set up a new account did not work, I had to look up the company online to call them. Nearly when my next payment was due they set up my ACH withdrawal over the phone, apologized profusely for the transition confusion and said they totally understood that I should n't have to make XXXX payments in XXXX that they would defer XXXX infinitely and pay when I could. Now back to XX/XX/XXXX, I have a XXXX accident but have all the necessary insurance I need. I received NOT XXXX DOCUMENT from Westlake once again explaining this process as if I would be an expert in a once in a lifetime tragedy. I am sorry that they have a department that deals with these issues daily but show some empathy, compassion and customer service and figure out how to help your customer through this process instead of treat them like a delinquent only calling to demand money! With no knowledge each and every time on my case what I was going through and where I was at in the process. Just a bill collector call with no back up!! Complete disconnect to other departments and not nice at all. I am your best friend when I am making my {$400.00} dollars payment to you each month but I am literally harassed with no substance phone calls when I have totaled my car and you know I have the proper insurance what is the issue. THE PROCESS TAKES TIME!!! FIX YOUR BOOKS TO REFLECT THAT!!!!! XXXX said that they would pay not worry. Than payment was n't made for nearly a month later. When Westlake was still calling me and I would ask well why is there still money due they would always well ask the insurance company. Finally when I spoke with XXXX they said well did you talk to Westlake you have XXXX insurance. Then I went back to Westlake and they said oh ok well you need to just talk to our XXXX department and file a claim. I was horrified, and made it very clear to them this better not be effecting my credit when you guys again do n't have this transparency in your departments. I pay them my XXXX insurance money with my loan each month they pay the XXXX insurance on my behalf but it did n't occur to them to notify me that that was the next step something was n't automatically done to initiate this process on their side again like I said earlier this is a once in lifetime thing for me what the heck!! I get transferred to someone else that person takes down my XXXX claim information my claim had begun ... or so I thought. I go in more detail in the attachment there is n't enough space to explain the lack of communication in this process, I just want my credit fixed and reflecting no late payments ASAP! They slowed this process no one else!!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation