Consumer complaint received 2023-12-21
Company: Westlake Services, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I am writing to bring to your attention about the unscrupulous practices at Westlake Portfolio Management, On XX/XX/2023 my vehicle was wrongfully repossessed by then lender, US Auto Sales and/or US Auto Servicing XXXX who is reputably known for their abrupt closing and fraudulent practices. The auto loan was then transferred to Westlake Portfolio, who reported yet another repossession on my credit report in XX/XX/2023, which has severed my score and ability to obtain to a new auto loan. Westlake is also reporting conflicting term months of contract, high balance, and past due balance than previous lender ( attached ). Since then I have made attempts to prove to Westlake that my car loan was not in danger of repossession and that I had recently made a large payment of {$3000.00} after receiving my tax refund. 

On XXXX XXXX I was asked to email a copy of my payment in which I did ( emails attached ), I was then told to allow XXXX week for back office to review my documents. This email was sent 2 times until I received confirmation. On this day, I also requested payment history for my vehicle being that everything was transferred from US Auto Sales, I was emailed an insufficient payment history from Westlake Portfolio ( attached ). Since that day I have called faithfully every XXXX weeks to check the status of my investigation and each time I was told my documents have been received, however, the back office is still reviewing my documents. I have made several calls, complaints and requests to speak with a supervisor and have yet to speak with a supervisor or get the issue rectified. On XX/XX/2023 I finally spoke with supervisor recovery, XXXX XXXX ( I am not sure if spelling of name is correct due to the supervisor being difficult when asked to provide his name ), who advised me that the vehicle was sold and they have no record of payment nor emails, despite the fact I had spoken with several agents since I sent the email on XXXX XXXX who advised the paperwork was received and being reviewed by their back office. 

I have requested to have recorded calls to be pulled because Westlake Portfolio has continuously ignored my requests. I have yet to hear anything back from Westlake and when I call I am told that a supervisor is unavailable and that I will have to call back. I am frustrated due to my vehicle being wrongfully repossessed after making such a large payment and having XXXX repossessions being wrongfully reported on my credit report. In such difficult time this has caused so much turmoil and grief to me as a single mother and consumer due to not being able to obtain any source of transportation. 

I am enclosing copies of all relevant documentation, including receipts, and any other supporting evidence that XXXX aid in the investigation of this matter. I believe that this incident serves as a clear example of unethical and unconsionability conduct by Westlake Portfolio, and I trust that the CFPB will take swift action to protect the rights of consumers. 
Please inform me of the steps taken and the progress of your investigation into this matter. If necessary, I am willing to cooperate fully and provide any additional information you XXXX require. 
Thank you for your attention to this matter. I eagerly await your response and appreciate the significant role the Consumer Financial Protection Bureau plays in safeguarding the rights of consumers throughout the country. 

Sincerely, 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