Consumer complaint received 2023-12-27
Product: Debt collection — Auto debt
Issue: Communication tactics — Frequent or repeated messages
Company: Westlake Services, LLC (NC)

XXXX Complaint ID XXXX XXXXXXXX Called Westlake Financial XX/XX/2023 to pay bill because site wouldn't take credit card ; employee says can't take credit card via phone but keep trying site due to system issues. Call back XX/XX/2023 after attempts and am told no credit cards, request delayed payment or deferment based on financial hardships ( fixed budget, XXXX veteran ) until XX/XX/XXXX. Was told no and late fee to be added. Request to speak to supervisor : calls " disconnect '' at most attempts to reach supervisor ( assuming they hung up ), finally talk to a supervisor after repeated attempts and again attempt to resolve in good faith. 

Bill was due XX/XX/2023 of {$180.00}, tried over several days to resolve, with Westlake repossessing on the XXXX. I stated that it was a voluntary surrender if Westlake couldn't wait until the XXXX after multiple good faith efforts to pay or defer without late fee. Voluntary doesn't include include repo charges : the car could have been towed to Westlakes preferred location without taking personal items or demanding keys ( new set was {$100.00} ) after the fact. 

The company uses atrocious customer service to force the need for multiple calls ( sound XXXX away, thick accent, and none able to properly answer questions ). Email is no better ( see attached ), they ignore questions and " close '' the case. Issues on their end become the consumers problem as they purposely frustrate resolutions : I have repeatedly explained to Westlake that a confident sounding employee stated credit cards could be used on the site and that I made financial decisions based on that. 

The employee representing the company, gave bad information, and the customer deals with the fallout. Attempts to communicate with Westlake give XXXX  responses blaming customer without providing the requested evidence or information. 

I have, in good faith, attempted to resolve this with the company. I was denied a deferment or removal of a late fee, despite making the payment decision based on Westlake employee input at FIRST attempt to pay/resolve. I refuse to be bullied into paying for bad customer service and what amounts to vehicle theft ( next night repo after stating would surrender rather than pay fees ) over a {$40.00} late fee. 

They have added a {$300.00} repo charge to the account. Either it was voluntary or it wasn't : requests for clarification from the company are met with non answers. The contract is interest based and they provided no options without late fees. They have claimed to have offered over the phone in email responses and have declined to provide recordings, transcripts, or other records proving it. It's literally my word vs theirs as they charge me for taking my vehicle and they do nothing but lie : " Your inquiry XXXX XXXXXXXX has been updated. 

Hi XXXX. I listened to your first contact with us on XX/XX/2023 and was able to hear agent advising you to call your payment in, also listened to call on XX/XX/2023 and heard agent letting you know several times we do not take credit, only debit checkings and savings. Also on XX/XX/2023 account is 5 days past due and again you are told we don't accept credit cards, agent offers options. Based on your simple interest contract you are charged interest a day. If you wish to have more information you may contact customer service this ticket is being closed now. ''