Consumer complaint received 2026-05-14 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:
My asset was wrongfully repossessed on XX/XX/XXXX, due to an internal administrative error made by Westlake Financial staff. Account History & Timeline of Error : * XX/XX/XXXX, XXXX Made payment of {$330.00} via app to go towards my XXXX payment. * XX/XX/XXXX, XXXX Made payment of {$330.00} to complete XXXX payment. * XX/XX/XXXX : I noticed the payment on XX/XX/XXXX was incorrectly applied to late fees rather than my monthly obligation. I spoke with customer service agent, XXXX XXXX @ XXXX XXXX on XX/XX/XXXX, and explicitly requested that a representative reallocate the funds to correct this clerical error. * XX/XX/XXXX : Westlake failed to process the request. The account falsely showed a missing XXXX payment, causing a wrongful repossession to occur on XX/XX/XXXX. * The following is an entire timeline starting from the morning of XX/XX/XXXX up to XXXX XXXX of XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXXXXXX XXXX Requested the payment reallocation of {$330.00} to go towards XXXX payment as it was not meant to go to late fees. XXXX XXXX XXXX, my vehicle was gone. XXXX XXXX XXXX XXXXXXXX XXXX- Inquired about why vehicle was repossessed. He stated that an assignment was opened for the repo but the account hadnt been updated to reflect. I explained that I still didnt know why this had occurred as my XXXX payment had been made. I explained the call and request that took place on XX/XX/XXXX in which he said it showed no notes stating that. I insisted this to be reviewed in which I was told being reviewed by upper management, call back in a couple hours XXXX XXXX XXXX XXXXXXXX XXXX Was told no update, corporate office was open at XXXX, call back in the afternoon. XXXX XXXX XXXX XXXXXXXX XXXX- Was transferred to XXXX XXXX XXXX XXXX XXXX Advised request was submitted, call back in a couple hours. XXXX XXXX XXXX XXXX XXXX XXXX Was told not to call because it wouldnt expedite the process/request. Requested new agent. Transferred to XXXX @ XXXXXXXX XXXX - Explained situation, he transferred me to supervisor. XXXX XXXX XXXX @ XXXXXXXX XXXX- was told reallocation request was made that morning. He confirmed that the request was NOT made on XXXX. Advised to call tomorrow as process can take 24-48 hours. Pull recorded call. XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX- Asking how I would like to make payment. I explained the entire situation to her in which she stated that the reallocation was requested XX/XX/XXXX and could take up to 24-48 hours. I also confirmed with her that my account was noted as disputed pending reallocation review. I inquired about if repo/storage fees were accruing during the internal review in which she stated no. She provided me the company to call to obtain the location of my vehicle. I was given the contact information for XXXX XXXX XXXX. I called XXXX XXXX XXXX and spoke with XXXX in the redemption department in which I was told they couldnt provide me any information until a release was received by Westlake Financial. XXXX Spoke with XXXX XXXX XXXX XXXX XXXX. Explained the whole situation again. He stated that the payment was reallocated and that a reinstatement could be created ( {$2600.00} ). He reviewed account then said his supervisor was reviewing the account. Then was told a request was submitted for a supervisor to review but was then told it was going to the investigation department. Was then told that they were closing soon and couldnt a whole lot more and to call back tomorrow. XX/XX/XXXX @ XXXXXXXX XXXX Formal dispute of repossession sent via Westlake Financial customer care contact on website. XXXX WESTLAKE app shows {$330.00} payment from XX/XX/XXXX was reallocated however when I called at XXXX I was then asked again how I would like to make my payment as it showed it was repossessed. I explained the whole situation that had occurred. I was advised that a reinstatement was able to be created however it had not been at that time. I was advised that it showed the potential reinstatement amount to be paid to retrieve my vehicle was {$2600.00}. The agent ultimately told me he submitted a request for his supervisor to review and then stated that it would go to their investigation department for review. XX/XX/XXXX @ XXXXXXXX XXXX- Received email from Westlake requesting immediate attention regarding my account and provided the contact information for the collections department. XX/XX/XXXX @ XXXX XXXX Received email from Westlake requesting immediate attention regarding my account and provided the contact information for the collections department. XX/XX/XXXX @ XXXXXXXX XXXX Received response email from Westlake Financial XXXX advising my ticket had been closed as my account showed an active repossession status and to contact them for further assistance to discuss repossession, reinstatement options, fees. XXXX Westlake app now shows a repossession fee amount totaling {$1000.00} Repossession fee of {$400.00} shows transaction on XX/XX/XXXX. Repossession fee of {$33.00} shows transaction on XX/XX/XXXX. My vehicle is still at a tow facility and I have not received any kind of communication in attempts to have this resolved. My account on the Westlake app also reflected my account was 40 days past due.

Company response to consumer: Closed with explanation