Consumer complaint received 2023-04-04
Company: Westlake Services, LLC
State: FL
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 bought a car that came with defects, needing to change the engine less than 30 days after purchase. Although it was a car with problems, I tried to solve it with the insurance company offering to repair the car. After that, the car was a horrible problem with seemingly endless repair expenses. Some time after the purchase, unfortunately I had a financial problem and contacted WestLake financial, to evaluate the possibility of returning the vehicle. During the phone call, the attendant said not to worry, offering me another 30 days to pay the monthly installment, adding a small interest rate. Two days later, another attendant called me, saying that I would no longer have the time granted to me, that there was some problem in the system, denying me more time. The attendant then told me that the ideal thing to do would be to voluntarily return the car. According to the information given to me, I thought that the car would be sold and that the pending amount would be deducted from the sale price, since I had paid more than 60 % of the vehicle 's value. From that moment my life became XXXX. WestLake sold the car for the price they decided to sell, they kept my car for months and as a result they claim that the monthly payments for the time the car was with them need to be paid adding an even bigger debt. Today, XX/XX/XXXX, trying to find a way out, I called Westlake Financial for assistance around XXXX. The attendant called XXXX was extremely rude, shouting into the phone, saying that I owe money, while I just asked him to send me the email containing the information I needed to assess what could be done. They claim that they sent an email that I never received and a letter that would take a few days to arrive at my residence with this information. As a customer, I believe that receiving detailed information regarding the date of sale of the car, amounts charged, fees, etc. is my right. I requested a resend of the email which I never received and felt extremely humiliated. I tried to speak with a supervisor named XXXX, who was extremely rude, replicating the attendant 's behavior. I requested to be transferred to the customer service sector so that I could obtain the information I wanted and report the humiliation I had suffered, they left me on hold and ended the call. I believe it is my right to receive information and try to force someone to pay something by shouting on the phone and humiliating them in this way, it is a crime. This is extremely serious. There was difficulty in providing information from the beginning and a clear impediment to sending information transparently was not carried out, trying to humiliate me and pressure me to make a payment of approximately {$4000.00} dollars without me having the possibility to evaluate the necessary information.

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