Consumer complaint received 2026-01-08 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Westlake Services, LLC
State: CT

Complaint narrative:
On XX/XX/XXXX, I entered into a financing arrangement through Covered Care XXXX Westlake Portfolio Management for services to be provided by XXXX XXXX XXXX XXXX. 

The initial visit was presented as a complimentary consultation or promotional session. No paid treatment, XXXX  session, or portion of the contracted package was performed or consumed during that visit. 

Following that visit, I signed a contract ( attached ) agreeing to financing in the amount of {$2100.00} for an Unlimited Package of XXXX XXXX XXXX services specifically for the underarm area. 

This financing agreement is explicitly tied to, and conditional upon, the provision of the XXXX XXXX XXXX services promised by XXXX XXXX. The loan exists solely in connection with those services. 

According to the agreement, the first scheduled payment was set for XX/XX/XXXX, with subsequent monthly payments due on the XXXX day of each month until the total financed amount associated with the treatment was paid in full. 

On XX/XX/XXXX, without having received any services, treatments, or contractual benefits associated with the agreement, and with the first collection date approaching, I contacted Covered Care / Westlake Portfolio Management for the first time via email, requesting immediate closure of my account. I stated the following ( quoted verbatim ) : Hello, I am requesting immediate closure of my Covered Care / Westlake account. 

I do not accept the loan terms, and I have not received any of the paid services associated with this financing. I have not used the loan, no services were rendered, and therefore no balance should exist. 

Please close this account immediately and provide written confirmation. 

Thank you. 

All communications were conducted via email. Screenshots of each message sent and received are attached. After receiving phone calls despite my written communications, I explicitly requested that all further communication be conducted in writing only. 

That same day, a case ticket was opened and I received the following response from a company representative, acknowledging receipt of my request and stating that it would be forwarded internally : Dear XXXX XXXX : We will forward your concern to our designated department to further assist you. 
Thank you, XXXX XXXX Customer Assistance Associate. 

However, no further substantive response or resolution was provided. After approximately ten days without any update, and with the automatic payment date approaching, I contacted Covered Care / Westlake again on XX/XX/XXXX, reiterating my request for account closure based on the fact that no services or treatments had been provided, and again requesting written confirmation. 

At minimum, I expected a clear written response clarifying whether I was legally obligated to pay despite not having received any services. No such clarification was provided. 

On XX/XX/XXXX, automated payments were suspended, and I received written notification stating : Automatic payment withdrawals have been suspended on your account effective XX/XX/XXXX Despite this, I continued to receive automated payment reminders and notices while the dispute remained unresolved. I sent additional follow-up emails requesting updates and clarification on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and thereafter, without receiving any substantive response or written resolution. I also requested that automated payment notices cease while the dispute was pending.

Company response to consumer: Closed with explanation