Consumer complaint received 2019-11-20
Company: Westlake Services, LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
Our original auto finance company ( XXXX XXXX ) without our consent, sold my husband 's auto loan to another lender ( Westlake Portfolio Management ) two month 's ago. After two year 's we wanted to exercise our right via contract to request a two month deferment to get us through a rough patch. I was told by email and by phone that the terms of our contract would stay the same. A supervisor with XXXX XXXX stated the new lender would have to follow the original contract to the letter, otherwise they would be in breach of contract. When my husband entered into his contract with XXXX XXXX he submitted a power of attorney giving me power to manage any and all of his accounts because he is XXXX XXXX military. XXXX XXXX told me my power of attorney is being transferred over to Westlake along with my husband 's contract. Right from the start Westlake refused to speak to me and asked me to send them another copy of my power of attorney. So I did. A few day 's later I called Westlake and after speaking with over twenty different employee 's and five supervisors, I was capable of getting these deferments done. Now Westlake is is refusing to speak to me. Several representatives have told me my power attorney is still under review. Other 's tell me my name is not on the power of attorney, so I resent the power attorney to them once again. They continue to tell me they cant speak to me so I ask to speak with there legal and or military team. They said they don't have a military team but they have one lawyer who goes by the name of XXXX XXXX. I sent Mr XXXX a detailed email explaining my concerns along with my power of attorney and the only response I got was, " Just to confirm, you are simply looking for the POA to be authorized and approved, right? ". On top of the three power of attorneys that ive already sent Westlake, they were requesting that my husband write a letter authorizing me to speak on his account. So I sent that in. Three power of attorney 's, one acknowledgment from there attorney, and a signed letter later this company is refusing to speak to me. Out of every 10 call 's one rep will talk to me. To add to this struggle, Westlake calls my phone on a daily basis every 30 min and once I answer they will not disclose to me who they are. Once ive got them to admit they are Westlake they tell me they wont talk to me. They are rude, sneaky, and inconsiderate. One representative told me I sounded like a man so the representatives in the past must have mistaken me for my husband. I said well they we're calling me by my name which is very different from my husband 's. Westlake has taken over my husband 's account two month 's ago and they have told me that they do not have to follow his contract even though I have an e-mail stating that they do. XXXX XXXX has absolutely no resources or knowledge of military law 's or right 's. My phone record 's phone calls and I let Westlakes member 's know that when they call. I have proof to back my story. Westlake has harassed me, refused a power of attorney, and refused to abide by the contract that they bought out from XXXX XXXX. They have refused to do business with me after they issued me two deferments on my husband 's behalf. I have made every effort to work with this company but our military family has enough to deal with then to be treated so poorly and unprofessionally. Our family is done with this rollercoaster. We want out of this car loan. I would rather walk barefoot then to finance any vehicle with this company ever again.

Company response to consumer: Closed with explanation