Consumer complaint received 2020-08-14
Company: Westlake Services, LLC
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XX/XX/XXXX I ( XXXX XXXX ) went to XXXX XXXX at XXXX XXXX XXXX, XXXX, Maryland XXXX to purchase a used vehicle with my co-signer XXXX XXXX XXXX of XXXX XXXX, Maryland. The salesman, XXXX ( XXXX XXXX ) handled the sale and paperwork. Mr. XXXX, herein XXXX, told Mr. XXXX and myself the lender will not do the loan for the car if I did not change my auto insurance to XXXX. I paid a down payment of {$2000.00} to XXXX XXXX for a XXXX XXXX XXXX. XXXX told us the loan was approved and to call the lender ( XXXX XXXX XXXX ) for a phone interview in the morning. I was told I had seven ( 7 ) days to return the car. He gave me the keys and I drove away. 

On XX/XX/XXXX I canceled my auto coverage with XXXX XXXX XXXX and changed to XXXX with representatives from both companies on the phone. I told the XXXX Representative the car dealer 's lending company would not approve my loan unless I changed my current auto insurance to XXXX. The XXXX Representative was appalled, and too was the XXXX Representative, to hear the lenders conditions and warned me to be careful. XXXX texted me from XXXX XXXX XXXX XXXX multiple times asking me to get in touch with the bank, namely XXXX with Western Funding Inc. on XXXX XXXX XXXX XXXX. XXXX asked me to bring him a color copy of the front and back of my social security card along with a copy of the XXXX Insurance card. I took him a color copy of only the front of my social security card and emailed him a copy of my insurance card. All of the paperwork for the transaction reflected Western Funding Inc. as the lender with multiple addresses ( XXXX XXXX XXXX, XXXX, CA XXXX and XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX ( XXXX ) XXXX. XXXX called me repeatedly asking me to comply with Western Funding and his manager ( XXXX ) called me to fill out a SSA-89 form authorizing the Social Security Administration to release my social security number for verification while still requesting color copies of the front and back of my social security card and color copy of my drivers license. I spoke with a Western Funding rep. ( XXXX ) and told her I submitted copies to the dealer and did not feel comfortable sending color copies of my identification front and back. I took the car to XXXX XXXX XXXX XXXX XXXX, XXXX, Md. XXXX because the engine light was on. I paid {$81.00} for an oil change and air filter and told by a XXXX XXXX mechanic to have the fuel system cleaned and replace the brake fluid. 

XX/XX/XXXX I gave my old car to charity ( XXXX XXXX ). While I was driving with my God-daughter ( XXXX XXXX ) and her children of XXXX years old, XXXX years old and XXXX XXXX the passenger door in the rear flew open and the baby with the car seat ( secured into place and belted ) fell out of the car dangling by the seat belt. Now the baby is traumatized. She screams and cries and begs not to go because she's afraid to ride in any car now. I learned there was a recall on the XXXX XXXX XXXX that was life threatening. The doors could open while the vehicle is in motion. I called the XXXX XXXX right away and told them of the incident. XXXX instructed me to take the vehicle to my nearest XXXX dealer. I also told them about after I parked the car, turned off all of the electronics and removed the key, got out and locked the doors ; 10-20 minutes later I went outside to hear that the car was running. I put the key into the ignition, turned it to on position then back to off and the car shut off. XXXX Customer Service asked me for the VIN saying, according to the VIN that recall was fixed on XX/XX/XXXX and to have it diagnosed or repaired would be my expense. I called XXXX XXXX and told them I had to put the vehicle in the shop for recall issues and told them about the terrifying event of the baby falling out of the car. I spoke to the Manager at XXXX XXXX ( XXXX ) who was upset that I took the car in to be repaired. I asked him if he knew about the recalls and how could he sale me a death trap. He said The recall is not on me, it's on the owner and you should not have taken it there now I won't get my money. I'm trying to help you you have to give the bank what they need so that I can get my money. It stressed me out to the point of passing out in the tub and ending up in the hospital ( XXXX Mt. XXXX, XXXX ) until being released on XX/XX/XXXX. 

XX/XX/XXXX - I took the vehicle to XXXX XXXX at XXXX XXXX XXXX, XXXX, MD. XXXX where XXXX XXXX performed the necessary repairs for the recall issue. Mr. XXXX told me it would be at least a couple of days to have it done. An email request came from XXXX XXXX XXXX Tel : XXXX XXXX XXXX XXXX via email to sign a SSA release form. The company name on the XXXX release form is XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX, with an odd request to return the form via reply to the email only. XXXX and XXXX called me repeatedly throughout the day to urge me to comply with the bank. Before calling Western Funding I called the Consumer Protection Bureau, the Federal Trade Commission, and the Office of the Attorney General for advise. I spoke with XXXX XXXX XXXX XXXX XXXX XXXX XXXX who said file complaints with FTC, XXXX XXXX and to get back with him as the transaction seems to be identity theft. He emailed me the links to file my complaints against the dealer and Western Funding Inc. I got a call from Mr. XXXX XXXX of Western Funding to do a telephone interview. As I was speaking with MrXXXX XXXX, XXXX from XXXX XXXX called. Mr. XXXX overheard XXXX tell me Don't tell the bank you don't have possession of the car they won't give me my money. I know how banks work I've been doing this for a long time. Just sign the form and send them what they need so I can get my money and close the deal! I told XXXX I was on the phone with XXXX of Western Funding and that he heard what he said to me. His reply was I didn't do anything wrong. Go on and talk to him and let me know what he said. When I hung up from XXXX 's call to my home phone I went back to the call from XXXX on my cell phone. I asked XXXX if he heard what the dealer said. I also asked him about his company not lending to me unless I went with XXXX and he brushed it off. Mr. XXXX instructed me to call back the following day if I was in possession of the vehicle or as soon as I had it in my possession. 

XX/XX/XXXX XXXX XXXX and myself were on the phone with XXXX XXXX and XXXX XXXX throughout the day, trying to resolve the matter at hand. After making 12 calls to XXXX XXXX and leaving over 5 messages, I thought it would be best to call them when I am in possession of the vehicle. 

XX/XX/XXXX - XXXX XXXX of Western Funding called my cell phone at XXXX to complete the telephone interview. I told her about my conversation with XXXX and asked to speak to him. She insisted on handling the call and said XXXX didn't make any notes on your conversation. I told her I would call to see if the car was ready for pick up and return the call to Western once I had possession of it. Mr. XXXX at XXXX XXXX said XXXX has not finalized the repair, but if I needed it right away he would release it to me. When I returned home, I called Western Funding reaching XXXX XXXX who conducted the interview. A few of the questions did not pertain to me at all, only the questions about my birth-date and place, mother 's maiden name last employment had the right answer in their choice of multiple answers. XXXX XXXX instructed me to email picture Identification, bank statements and paycheck stub to XXXX in which I complied, and sent the same information to XXXX XXXX. I called Western to  confirm receipt of the form and documents. XXXX with Western Funding told me Your loan was returned to the dealer. You will have  to ask the dealer why and if there is nothing else, have a good day. I called XXXX XXXX right away and spoke with XXXX then with XXXX. XXXX said You messed up the deal by talking too much, asking too many questions and not having the car in your possession. I called XXXX XXXX, hysterical and a nervous wreck, I could not believe what was happening. I had Mr. XXXX on the phone along with XXXX, XXXX did not and could not answer any of Mr. XXXX legitimate questions. XXXX ( XXXX XXXX ) told us to bring the car back and that he would give me my down-payment back minus processing fees of {$490.00}. When we got to the XXXX XXXX office, I asked XXXX what was his full name? He laughed and said XXXX. I'm just the salesperson I don't have anything to do with it. I asked for his last name and he reluctantly said XXXX. Oddly enough the check for {$1500.00} was from XXXX XXXX XXXX, dba XXXX XXXX

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