Consumer complaint received 2021-01-02
Company: Westlake Services, LLC
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I had a rough start, I was in the middle of a financial hard ship and chose to pay rent over my car. But I was working hard and catching up on my payments as fast as I could. Ive attached a copy of my payment history ( westlake financial sent me ). Ive been treated very wrongly and accused of not paying my bills on time yes they were half right but unfortunately I was going through a hardship in transition with Getting a new job, a better job to able to pay my car note. 

Every customer service representative has told me my first payment was suppose to be on XXXX. XXXX ( I called to switch the date to the XXXX Of each month because it was easier w/payday ) If you look at the account, my first payment was in XXXX. I dont understand how no one can see that this payment is reflecting on my payment history. YES! I was behind two months but in the month of XXXX I paid {$1000.00} to get my account in good standing ( no late charges ) Considered that I was still 30 days behind ( XXXX payment still reflecting on my account ) I received an extension to move the payment back. With that extension {$220.00} was still owed which was paid with a little extra ( {$350.00} ) my account was in the green. Therere 3+ payments that were made but not accounted, I have dates and confirmation numbers from the bank and from 3rd party payment options. 

this was greatest accomplishment the next step was to go back to school but with that vehicle at the time I was XXXX just barely getting to work. Youll see in my payment history I was late at first but I managed to work hard and come up with the money to still find out the vehicle was repossessed and that XXXX payment was still reflecting on my account showing I was 30 days behind when I wasnt. I will be going to the media with this information to tell them and explain to them how your customer service reps dont know how to talk to anybody or wont even take two minutes to look at the account and realize that someone messed up. Take accountability for this little messed up and fix it I was stressed overworked always worrying if my car was going to get repo Road when in reality I was in great standing and the only payment that was due was XX/XX/XXXX for {$400.00} ( look at the payment history attached ) the vehicle was repossessed on XX/XX/XXXX. I tried to call and tell them I get paid the XXXX and it would be for the full amount of {$400.00} it was to late the vehicle was gone and set to be sold ( XXXX ) the vehicle wasnt sold until XX/XX/XXXX. My vehicle should never have been repossessed I provided all documentation proving the money was sent and I was caught up on payments Until XX/XX/XXXX payment. there was no late fees attached to any monthly payment dues the remaining balance wouldve been taken care of on XX/XX/XXXX when I got paid.

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