Consumer complaint received 2020-12-26
Company: Westlake Services, LLC
State: OK
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
Westlake Portfolio Management Company ( XXXX XXXX XXXX XXXX XXXX, CA ) bought out my car loan for XXXX XXXX XXXX on XX/XX/XXXX from XXXX XXXX XXXX ( Oklahoma XXXX, OK ). 

The first complaint is that Westlake Portfolio insisted and even tried to coerce me to pay bi-weekly when my financial agreement I signed with XXXX XXXX XXXX on XX/XX/XXXX was monthly. It was not until I proved after 12 attempts by calling Westlake Portfolio and proving via my contract that I pay monthly and I am not past due in the amount of {$1000.00}. Total number of calls that Westlake Portfolio made to me during a 3 week period : 19. 

Second complaint is that on XX/XX/XXXX, Westlake Portfolio made 3 calls stating that my payment I made on XX/XX/XXXX did not go thru and I was still owed {$510.00} for the month of XXXX. I provided my confirmation number I received when I made the payment on Westlake Portfolio Online Payment System and a copy of my bank account statement Third complaint and most aggressive attempt from Westlake Portfolio ( which is still ongoing ). XX/XX/XXXX I started receiving calls from an obscure phone number ( XXXX ) that I never paid the XXXX portion of my car loan. I paid on XX/XX/XXXX ( according to bank statements and the actual car dealership itself XXXX XXXX XXXX XXXX {$510.00} via debit card transaction. Westlake Portfolio bought my loan from XXXX XXXX XXXX ( statement made by customer service supervisor at Westlake Portfolio on XX/XX/XXXX ) the very next day on XX/XX/XXXX. I was told by Westlake Portfolio customer service supervisor on XX/XX/XXXX that if I could send in bank statement proving that I made my car payments to XXXX XXXX XXXX that it would clear it up. I sent screen captures of my bank account statements and the actual page of my statement which proved that on XX/XX/XXXX I made the payment of XXXX, furthermore I included all my payments which XX/XX/XXXX for XXXX Payment, XX/XX/XXXX for XXXX payment, XX/XX/XXXX for XXXX payment, XX/XX/XXXX for XXXX payment all in the amount of {$510.00}. I have provided without a shred of doubt I have made all of my payments in the life of my car loan. I sent these emails as told by the supervisor on XX/XX/XXXX to XXXX and to XXXX. On XX/XX/XXXX I received 2 calls from Westlake Portfolio stating I was behind XXXX and on same day I received a letter stating the same and that I need to pay this amount as soon as possible in order to prevent further collections ( auto repossession ). 

I do not know who else to contact so I decided to go this route to hopefully get Westlake Portfolio to fix my issues and stop these aggressive and schrewed tactics. I feel they use these bullying tactics and unfounded claims of being behind on payments company wide in order to get customers to pay with threats of repossession. I have done everything Westlake Portfolio requested to prove I am not behind and in fact I made all my payments on time and they are still saying that I am past due. They use shrouded tactics and bullying me to make payments I already have. 

I had to prove I pay monthly ( with copy of my contract which allegedly the customer service personnel don't have access to ) and time to time when the next issue pops up and I have to call customer service, Westlake Portfolio will sometimes say I pay bi-weekly. 

They said my payment didn't go through for XX/XX/XXXX payment I made, after I provided my confirmation number and bank statement that issue was resolved. 

Now they say that I never paid for the month of XXXX, even though I proved thru and thru I made my payment thru my car dealership the day before Westlake Portfolio bought out my Automobile Loan. 

This company is by far the most problematic company I have ever dealt with and they try bullying tactics I have never seen before from a American Company. I need help to give me a voice against them. Thank you

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