Consumer complaint received 2020-12-26
Company: Westlake Services, LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have had payment issues with this bank for over 18 months. For some odd reason, they fail to transfer ACH bank payments, charge me fees ( late, repo ), and fail to apply payments appropriately. For the past 18 months, when I schedule a payment using Bank ACH ( acct, routing # ) Westlake 's fails to take the payment, instead charging me NSF fees. I can check my bank account and the funds would be available. However, they wont accept ACH for months, but accept a Debit Card payment, which they charge a {$5.00} fee for convenience They tell me my account is not usable, but then after a few months, they can finally ACH, then once more, they can't accept payment through ACH. For awhile I thought it was a glitch in their smartphone APP, but after troubleshooting, it's not the app. Its not my bank. The funds are in the account for each payment I schedule. My bank doesn't even acknowledge that Westlake 's attempts to withdraw the ACH payment. 

It is not a convenience, when they charge fees, " nickel and dime ''. double charge repossession fees. I have been repossessed two times in the past 12 months, due to them not taking payments. I can prove I had the funds available, they will not accept the bank statements that prove this. 

Instead, I'm under on a debt for a vehicle that appears I'll never be able to pay off, because the bank keeps screwing me on their fees and charges. I pay the repo fees to return my vehicle, and then I check my Westlake 's account to see more repossession fees added. I am tired of it. I have talked to their representatives 23 times to discuss why they won't accept my one and only bank account for payments to them. Not like XXXX is not an acceptable bank. 

The problem is, they can NSF fees for the ACH payment, but using the same Debit card to the account, they CAN accept with a {$5.00} fee. I am filing a complaint with the XX/XX/XXXX and CFPB this week, because I fear Westlake 's will repossess my vehicle again because they keep saying they can not accept my payment. 

Today I discovered yet again, they did not take the payment for my vehicle. I am {$1300.00} due for fees, that I do not trust are accurate. If they had accepted the scheduled payments when they were set, then I wouldn't have their NSF, repo, and various fees added to my debt. 

I do not have an attorney ( yet ), and I have found that essentially I want them to fix their problems, and correct my account. 

I scheduled another payment for today which was supposed to be paid on the XXXX of this month. I found they again, didn't take the payment and added a NSF fee. The payment I scheduled for today, I ended up having to re-add my bank account info. 

What I want, is for them to FIX their processing fees, remove the added repo fees, and stop doing this. It is not convenient for to use Debit, when a ACH payment is free. It's like this bank is intentionally trying to steal this vehicle by failing to take payments when using their APP.

Company response to consumer: Closed with explanation