Consumer complaint received 2023-09-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: Westlake Services, LLC
State: IL

Complaint narrative:
Hello, My name is XXXX XXXX I am in a 72 month contract with WESTLAKE FINANCIAL XXXX # XXXX. My car has been wrongfully repossessed and just because " Westlake has helped me in the past '' they refuse to help me now. My car was first repossessed XX/XX/XXXX which I paid more than {$1000.00} to get back. I called Westlake XXXX and expressed to WESTLAKE I'm having a financial hardship at which the Customer service rep promised me to help and offered an extension. He also stated that he could put my XXXX payment on the back of my contract. If he would have effectively evaluated my account I wouldn't be in this situation. He would have known we would have needed different action because I had already had an extension.This at which is on a recorded line. Westlake never sent an email notice nor statement in the mail Stating that I was XXXX days late and that my car was up for repossession.My car is repossessed and westlake wants {$1600.00} for me to get my car back. I am not the only person in this contract. I also have rights and protections as a consumer if my car is up for repossession long term or short term. XX/XX/XXXX I called @ around XXXX the last call expressing once again that I was having financial hardship and that I couldn't make a {$1600.00} payment but I was willing to give you all my money to my last dime. The Customer service rep told me I could make a payment of {$1100.00} to get my car back. He gave me the location of my car and the information needed to go get my car. He promised he would personally call me back for the payment in an hour since I was {$150.00} short but I knew I would have the money. I had the money and the Customer service rep never called back like he promised. Which is also on a recorded line. I tried giving XXXX a call numerous times Saturday and Sunday and couldn't get through. XX/XX/XXXX I called Westlake financial the representative expressed that I would have to make a Payment of {$1100.00} and put the repo fee on the back of my contact to get my car back I told him the rep from Friday promised I could pay {$1100.00} but If it couldn't go lower I would have to come up with {$80.00} he then transferred me to a supervisor. The Supervisor first told me there was nothing they could do to help me because they helped me in the past and I would have to pay {$1600.00}. Then he told me since the rep promised me the payment of {$1100.00} on friday I was off the table because it wasn't the same day. I then stated if the cast the rep from today XX/XX/XXXX said I could make a payment of {$1100.00} and If we could stick to that. He then got mad and said I had to pay {$1600.00} but what would be the difference between XXXX and Today 's rep they told me they could get the fees waived. If I've been telling Westlake financial I've been having a financial hardship why not help each CONSUMER 's needs. Westlake is very unprofessional and unorganized. It's not the fault of me that Westlake representatives aren't on the same accord. I've been laughed at, antagonized, and hung up on by representatives judged because of my financial hardship and me wanting help. ALL I WANT IS WESTLAKE FINANCIAL TO KEEP THEIR WORD AND PROMISES. I'm in a 72 month 6 YEAR contract with Westlake please tell me what person you know always has a perfect stretch in life. I've been communicating with Westlake on my behalf but I hate that I'm looked at as less because of what I'm going through. I'm literally willing to put every dime I have on the line for this vehicle because I know I wont be able to get another car if I have a repo on my report. The agents don't want to help me even though they've inconvenienced me with the lies and failed promises. The last supervisors hung up on me because he said I could pay {$1100.00} then they would hold my vehicle but he couldn't give it to me in writing ... THATS THE problem! This is unrealistic. I am more than just an account number, I am a human being! Please reach back out to me! Anyone please, this is my life on the line. I'm XXXX XXXX XXXX. This is my first auto loan which wasn't even broken down to me and explained. It's only me and my XXXX XXXX XXXX son please help us!

Company response to consumer: Closed with explanation