Consumer complaint received 2023-07-12
Company: Westlake Services, LLC
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I got an a used car finance through Westlake Financial. They sent a repo man to get my vehicle. I am XXXX. I told them I havent been feeling well and Social Security messed up my payments and I couldnt make a payment. In XX/XX/2023, Ok the last situation no one sent me the payment deferment papers. I check my email and the app and still no paper to sign. I got sick and when I felt a little better I called back to follow up. Because I had several missed calls from them. But nothing by mail. They said it wasnt approved because I didnt sign it. I informed them no one sent it to me. The customer service representative sent it to me again. Then I signed it and after immediately sent it back to him and he hung up before I even finished reading or signing. I file a complaint with the supervisor and told him he was rude and hung up on me because I was reading the contract which agreed to approve me and I asked if they have the right email. He hung up. I didnt even sign the paper yet. But I signed and sent and saved the contract. Also I made a {$50.00} payment to start a payment arrangement until XX/XX/XXXX because thats when XXXX said my situation should be fixed by that date, hopefully. I told them several times I had to go to the hospital to have XXXX. I will not be in my right mind to follow up. He said ok XXXX writing it now. I said again make sure you put in my notes that I am having XXXX I wont be able to follow up. He agreed and said he did. And here we are today where the repo man has took my vehicle. I dont even know this man I havent been contacted by mail or anything to give me a chance before my car is repossessed. I asked for several supervisors who either lied or hung up on me. When I asked what they do for people with financial hardships. They said payment arrangements and deferments. I said I did make a payment arrangement he went around that and said, Do you want your car reinstated or not? and start lying saying his son has and he just had his car repossessed but I still have to make the payment theres nothing anybody can do. Note this I am only 56 days late. He says I have to make a {$990.00} payment to get my vehicle from XXXX XXXX. The repo man just gave me a car with his name and number no address or anything. He could be stealing my car I dont know he didnt give me papers or anything to sign now that Im thinking about it. Also one supervisor told me he didnt see where I had signed the document then one seen where I did. I asked what about the payment arrangement he said its was for only 2 days. I said No it was for XX/XX/XXXX. I repeated and asked him and everything he said yes. The supervisor said No payment arrangements are only for 2 days. I just feel like I was discriminated against for having a XXXX and I feel my rights where violated because I made an agreement to pay when I paid the {$50.00}. I could follow up because I was having XXXX and I am sick. They say they see it in the notes, but he didnt care. I asked XXXX to request the audio recordings because I know what was said to me. He said it wasnt an employee code or anything just his name is XXXX and he was the supervisor. I asked for information to file a complaint and he gave me an email. I also asked for a physical address to write a letter he said it wasnt a physical office or anything just email that number. Also the first caller a woman couldnt get a supervisor on the phone I think she lied and wasnt even trying to help me. I ask if he can send me my file they have on me and my account he said no he cant send it to me without a court order and I needed a lawyer for that. 
Also before that the agreement from I was approved in XXXX for deferment and In XX/XX/2023 they said I was approved for an extension and I signed it. Ok then they call me later saying it wasnt approved when you can read it and it says it approved and the customer representative said it was. I was so confused. One representative will tell I didnt do something then one will say I did. They just confused me because XXXX XXXX. I feel like my rights was violated.

Company response to consumer: Closed with explanation