Consumer complaint received 2025-04-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: Westlake Services, LLC
State: LA

Complaint narrative:
On XX/XX/XXXX of XXXX I sent in a request to Westlake portfolio management to get my XXXX benefits for XXXX  after getting off the phone with XXXX XXXX he told me that I will have to send a proof of service letter to a email and I conducted it on XX/XX/XXXX at XXXX due to complications that year and also applying for an XXXX benefits from a lot of other companies, I didnt realize that a year later they still have not contacted me back so I decided to give them a call back and I was directed to do the same thing that year. XXXX XXXX was the individual I talk to and he told me that it wouldnt get approved but to send my proof of service letter in because I couldnt prove that it was an impact to my financial situation. I left a brief description of my financial situation and why I had to end up selling that vehicle I sent them another email stating all of this on XX/XX/XXXX to the email that he provided the year prior to both of those emails. I did not receive a response so on XX/XX/XXXX I decided to send a email again with an attached document explaining the the XXXX  XXXX coverage in that I fell under the XXXX  XXXX coverage. I received the automated email that confirmed that they had received my email and that they will get back to me within XXXX  days. I received the email on XX/XX/XXXX from XXXX XXXX requesting more documentation for my case. On XX/XX/XXXX I sent the requested documents to XXXX XXXX. She done replied on XX/XX/XXXX that it had been denied due to XXXX  days of the vehicle being paid off. I called her and told her that for the last almost XXXX  years, Ive been trying to get in contact with someone from that office. She elaborated more and she told me that they were going for the Federal SCRA and not the XXXX  XXXX Coverage I done explained to XXXX XXXX that I am filing for XXXX  XXXX Coverage and end XXXX  XXXX coverage it does not have a time limit. Its just before my after duty career is over in XXXX. I called back. I was told that her superior XXXX XXXX was on vacation and he will give me a call back when he gets back but I didnt receive a call back on XX/XX/XXXX. I decided to give them a call back. I talked to XXXX XXXX and he told me that it is a denial due to I applied for my XXXX benefits XXXX  days after it was paid off and he also stated that I needed to be a resident of XXXX  to get the XXXX XXXX benefits. I told him in the law that it was for military members stationed in XXXX  on active duty orders, and he stated that it would take XXXX weeks for them to look into it and to send it again so I sent it again. I had gotten jaw surgery so I was waiting on a phone call after XXXX weeks but I could not make the call due to the surgery so I was feeling comfortable on XX/XX/XXXX to give them a call because I havent received a call yet and he stated that I still have to be a resident and I asked him did he read it and he had no answer and he said its still gon na be a denial and were still going with XXXX  Day denial from the federal. I am filing this complaint today because I felt belittled and dismissed when I was trying to explain and he would cut me off and say Im not about to talk in circles. I called their customer service and they said that they couldnt take complaints and I called and they said he had no supervisor. I felt stuck but I did some research and I am filing this complaint today. If you need any more information from me, including the individuals phone number or any more details, please give me a call.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation