Consumer complaint received 2026-01-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: Westlake Services, LLC
State: VA

Complaint narrative:
Consumer : XXXX XXXX XXXX : Westlake Financial Services Product : Auto Loan Issue Type : Loan servicing, repossession, inaccurate credit reporting, failure to provide notice Complaint Summary I am submitting this complaint regarding serious servicing failures, lack of meaningful notice prior to repossession, inaccurate credit reporting, and inconsistent representations by Westlake Financial Services following the repossession and reinstatement of my vehicle. 

While I acknowledge that my account was past due, Westlakes handling of my account deprived me of a reasonable and timely opportunity to prevent repossession and has resulted in ongoing financial and credit harm.

Timeline & Issues 1. Lack of Meaningful Opportunity to Cure Default Westlake repossessed my vehicle on XX/XX/year>. I paid the required amount the very next day ( XX/XX/XXXX ) once I learned my vehicle had been taken, and I physically recovered my vehicle on XX/XX/XXXX. 

However : I was never provided a clear cure deadline prior to repossession. 
The default letter Westlake relies on does not state a timeframe by which payment must be made to avoid repossession.

A supervisor later admitted on a recorded call that the default letter contains no cure deadline, yet is treated as the equivalent of a cure notice for non-title loans.

Without a stated deadline, I had no way to know when repossession would occur or how much time I had to act.

Had I been given a clear timeframe, I would have paid prior to repossession, as I did immediately afterward.

2. Conflicting and Inconsistent Representations I received contradictory explanations from multiple supervisors, including : Some stating that Right to Cure letters are not provided in Virginia. 
Others stating that one should have been sent. 
Others claiming default letters are synonymous with Right to Cure notices, despite admitting those letters contain no cure deadline.

One supervisor later stated Right to Cure letters apply only to title loans.

These inconsistent explanations occurred across multiple calls and written communications, creating confusion and preventing informed action.

3. Notice of Intent ( NOI ) Failures Two Notices of Intent were generated on my account : The first NOI was dated the same day my vehicle was repossessed, making it impossible to act on.

I did not receive either NOI until weeks later.

These notices were sent to an outdated address, despite my address having been verbally verified for over a year. 

A notice generated the same day as repossession does not provide meaningful notice or opportunity to prevent enforcement. 



4. Improper Do Not Contact ( DNC ) Placement My account was placed on a Do Not Contact list without my consent.

A supervisor reviewed the call allegedly authorizing this and confirmed that I did not request to be placed on DNC.

This prevented phone contact during the period Westlake now claims phone calls supplement notice requirements, directly contributing to my lack of awareness and inability to cure prior to repossession.

5. Reinstatement Date Discrepancies Westlake sent me an email on XX/XX/year> confirming my contract was reinstated, and I regained possession of my vehicle on XX/XX/XXXX. 

Despite this : Westlake later claimed reinstatement did not occur until XX/XX/year>. 
During this delay, my account remained classified as repossessed. 
Additional notices were generated. 
Negative credit reporting continued. 

This internal delay caused avoidable harm and confusion. 



6. Inaccurate and Inconsistent Credit Reporting Westlake is reporting my account inconsistently across credit bureaus : Different statuses between XXXX and XXXX.

Balance reported at approximately {$17000.00}, while my signed contract rewrite reflects approximately {$15000.00}. 
Repossession status lingering after reinstatement. 

These inaccuracies have negatively impacted my credit score and financial standing.

7. Supervisor Conduct and Call Handling On multiple occasions : Supervisors talked over me when I requested documentation and escalation.

One supervisor disconnected the call after I requested confirmation that contradictions be documented and escalated. 
Requests for documentation were delayed or denied. 

This reflects a pattern of obstruction rather than isolated customer service issues. 
Requested Resolution I respectfully request that Westlake Financial Services be required to : 1. Conduct a full compliance review of my account handling. 
XXXX. Provide written clarification of notice requirements applied to my loan. 
XXXX. Correct all inaccurate credit reporting across all bureaus. 
XXXX. Correct the account reinstatement date to reflect XX/XX/year>. 
XXXX. Provide a detailed explanation of how cure opportunities are communicated when no deadline is provided. 
XXXX. Ensure my account reflects accurate balances consistent with my signed rewrite. 
XXXX. Address the improper DNC placement and supervisor conduct.

Supporting Documentation I have retained and can provide : Default letter Notices of Intent Reinstatement email Contract rewrite Credit report screenshots Call logs and dates Email correspondence with Westlake representatives

Company response to consumer: Closed with explanation