Consumer complaint received 2015-04-15
Company: Westlake Services, LLC
State: LA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
When my car was repossessed late saturday night, I called Westlake financial all day Monday and the representative that day, XXXX, disconnected the call all XXXX times. I located another number and got the sister company and they transferred me to customer service for Westlake, XXXX advised me that my department was gone ( early for the night ). I requested to speak to a supervisor to report my representative for the day. She transferred me over, after XXXX, saying that a supervisor was not there XXXX when I asked her " are you there being unsupervised?? '' ) she then " found '' a supervisor and adamantly stated that because it is not the collections department the supervisor would not be able to access my account or provide any account info. I reiterated that I just wanted to report how the rep handled me all day while I was trying to get information. Well, when XXXX got on the phone, I proceeded to tell him what I was trying to accomplish and what XXXX did ; XXXX tells me that he has the account he can provide ANY account info and he could take a payment ... what do I want?? So, XXXX lied as all of the representatives for WESTLAKE FINANCIAL. He tells me the XXXX and XXXX payments have not been received and that is why the car is repossessed. I advised him that I mailed my payments they just have not applied them. Okay, got nowhere with them on XX/XX/XXXX. On XX/XX/XXXX at XXXX, I talked to XXXX and advised him that I have not gotten any returned mail at the post office, XXXX of the money orders are still outstanding, I need someone to look for my payments where ever the lockboxes are. He tells me the " ... .last payment made was on XXXX XXXX that satisfied the XXXX payment and I am due for XXXX and XXXX ''. My response was, " Just like y'all found that payment go down there and find the other payment! It is NOT my fault you guys have done an illegal seizure of property. All I want is my car back. My maturity date is XX/XX/XXXX, why would I wait this close to just stop paying my bill?? '' The next statement XXXX, from WESTLAKE FINANCIAL, made me cry and it hurt ... he says, " Well, I see that you got a deferment in XX/XX/XXXX ; so this would be something you would do. '' In disbelief that he would try to use that against me and as if I had borrowed the money personally from him and that he know ANYTHING about me, I tell him, " A deferment is something offered by WESTLAKE. You guys get the extra money off interest and it puts me in good standing. I also know that I can get them at least 6months apart, up to XXXX of them for the life of the loan. So at that time, IF I had a hardship, I 'm eligible for a deferment ; meaning I would n't just let my car get repo 'd without at least trying to work something out!!! '' I asked him how much to get my car back, he then tells me this astronomical amount of the tune of more than {$1600.00}. I advised him that {$350.00} of it in the building with him and I was only prepared to give them what I owe this month, now it has almost XXXX because of their mistake. I asked him " what happened to taking ownership of an issue, that 's what customer service is about. '' He then tells me, " your account is not in customer service it is in collections. '' I called on XXXX XXXX to have them to fax me the total amount to get my car back because the money has to come out of my XXXX and they have to have something in writing to show an emergency to get it today ; being that XXXX advised me they only hold the car for 3days ( on day 2 ) XXXX, a supervisor, tells me they " ... do n't send that out. They only send the last statement and to see if the repo company will send what they normally get paid from them to see if that will work. '' I asked how do I get my car back? Dont you want to resolve this issue? '' He says, " I deal with people like you all the time. '' He said the fax can take XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation