Consumer complaint received 2025-06-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Westlake Services, LLC
State: TX

Complaint narrative:
On XX/XX/XXXX, I signed a Vehicle Retail Installment and Security Agreement with XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX TX XXXX XXXX for a used XXXX XXXX XXXX XXXX truck, price {$10000.00}. I made a deposit of {$3000.00} and the balance including the sales tax and other associated fees was {$8100.00}. 

XXXX XXXX offered financing from Westlake Financial , XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX. The financing agreement was for a 36-month period at 13.19 %. Hence, the actual amount financed at the rate of 13.19 % over 36 months was {$8100.00}. 

XXXX XXXX also offered me a Vehicle Service Agreement from XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, PA XXXX. At the time of signing, I was not informed that the price of the Service was {$2500.00} and it was for a 12-month period. I was also offered a GAP Insurance Agreement from XXXX XXXX XXXX XXXX, Administered by XXXX XXXX XXXX XXXX XXXX, price {$560.00} for 36 months. That price was also not discussed at the time of signing. 

Now the Service Agreement works out to be {$200.00} a month and the GAP Insurance works out to be {$15.00} a month. However, XXXX combined the Vehicle cost with the Service and GAP Insurance costs to arrive at a total cost of {$11000.00}. XXXX then applied the terms of the Vehicle financing ( 13.19 % over a 36-month period ) to that total amount, even though the Retail Installment Agreement specifically states that the Vehicle Service amount of {$2500.00} was not a factor in the vehicle financing. Even more weird, XXXX came up with a monthly installment of {$380.00}. 

On XX/XX/XXXX, I cancelled the Vehicle Service Agreement for a full refund ( {$2500.00} ) as per the agreement. That refund was not updated to my account until the XX/XX/XXXX by Westlake. On XX/XX/XXXX I also cancelled the GAP Insurance and received a refund of {$480.00} on XX/XX/XXXX. Both refunds were returned to Westlake Financial Services. 

Between XX/XX/XXXX and XX/XX/XXXX, I received an undated letter from Westlake Financial informing me of my account number, payment amount ( {$380.00} ), payment date and payment options. I chose the online option of myaccount.westlakefinancial.com and created an online account on that site. 

Westlake shows my 30-day billing period as the XXXX of XXXX month to the XXXX of the following month and payment due on the XXXX day of each month. Thus, my first payment for the XX/XX/XXXX to XX/XX/XXXX, was due on the XX/XX/XXXX. 

On XX/XX/XXXX, I made an online payment of {$380.00} to Westlake Financial. On XX/XX/XXXX, Westlake updated my online account with the GAP Insurance refund of {$480.00}. 

On XX/XX/XXXX, Westlake changed my payment from {$380.00} to {$360.00} monthly, without any explanation. 

On XX/XX/XXXX, Westlake confirmed that the refund on the Service Agreement was processed, but they required more time for processing it to my account. 

On XX/XX/XXXX, I made another online payment of {$380.00} to Westlake Financial. 

On XX/XX/XXXX, Westlake Financial reported to my XXXX credit report that I had opened a new line of credit with them with a beginning balance of {$10000.00} and a monthly payment of {$360.00}. Note that was after receiving {$1200.00} credit to my account. ( {$380.00} plus {$380.00} plus {$480.00} ). 

On XX/XX/XXXX, Westlake responded to my enquiry re the Service refund, saying they had not yet received any refund for the cancelled agreement. 

On XX/XX/XXXX5, Westlake updated my account with the Service Agreement refund of {$2500.00}. 

On XX/XX/XXXX, Westlake showed my payment to be {$340.00}, with a balance of {$7500.00}. 

On XX/XX/XXXX, I filed a dispute with XXXX regarding a balance of $ XXXXon my account reported by Westlake Financial to my credit file on XX/XX/XXXX. On that date Westlake Financial was aware that the Service Agreement and the GAP Insurance were both cancelled, refunds were being processed, and my first payment was made on time. Also, that {$10000.00} included the {$2500.00} Vehicle Service amount. 

On XX/XX/XXXX, Westlake sent me a printout showing, according to them, my payment history. That document did not contain the companys letterhead and was not dated. The balance on that statement showed {$7500.00}. On that date the online balance showed {$7500.00}.

On that date, I also saw for the first time that Westlake had some monthly billing statements. The first statement dated XX/XX/XXXX, had a due date of XX/XX/XXXX, payment amount of {$380.00} and a balance of {$10000.00}. It was also labeled as 0 payment of 36. The second statement, dated XX/XX/XXXX, had a due date of XX/XX/XXXX, a payment of {$380.00}, a balance of {$10000.00} and labeled payment 1 of 36. The third statement dated XX/XX/XXXX, had a due date of XX/XX/XXXX, a payment of {$340.00}, a balance of {$10000.00} and labeled as payment 2 of 36. None of the statements included the GAP Insurance refund of {$480.00}, up to that point. The fourth statement dated XX/XX/XXXX, with a due date XX/XX/XXXX, a payment of {$360.00}, a balance of {$7600.00} and labeled payment 2 of 36. 

The webpage however, showed a total payment made of {$4000.00} and a balance of {$7200.00}. 

But here is my real issue with the account : From the beginning on the XX/XX/XXXX, Westlake has been charging me interest at 13.19 % on a total amount of {$11000.00} instead of the Vehicle cost {$8100.00}. Furthermore, Westlake Financial has received {$2900.00} in refunds to my account, but Westlake Financial keeps charging me on the refunded amount to the tune of {$100.00} a month and expects this to continue to the maturity date of ( XX/XX/XXXX ) on the account. 

I also have concerns with 3 of the entries to my credit file on the XX/XX/XXXX. I only authorized the one with XXXX XXXX, but the entries show that Westlake Financial Services and XXXX XXXX XXXX XXXX accessed my report on that date also.

After 4 months plus, I have not received any receipts from Westlake Financial Services to substantiate their claim that they have made any payments on my behalf to the parties mentioned above. What I have is an undated letter with account and payment information. ( See attached page ). 

It is with the foregoing in mind that I have decided to contact you to take a look at what Westlake Financial is doing with my account. Thank you for your time spent on this matter. 



XXXX XXXX

Company response to consumer: Closed with explanation