Consumer complaint received 2024-04-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Westlake Services, LLC
State: TX

Complaint narrative:
I have a loan with Westlake, the beginning of XXXX XXXX I was sick and had to be out of work for a long period, the majority of the year. About XXXX months were unpaid. I was in the hospital at the time. Honestly, I wasn't thinking about the loan payments at the time. I made a payment of {$540.00} ( XX/XX/XXXX ) via XXXX XXXX, because at this point my portal had been shut down and I was unable to access my billing portal or any information regarding my loan. The portal has never been re-opened and i have asked via email a few times. So I officially started back working at the end of XXXX. At this point, my credit report was advising a past due balance of {$1600.00} ( at this point this was the only billing reference I had because the billing portal was closed. I never received anything in the mail advising my account was being charged off and at this point, emails from ( XXXX ) were being sent but were going to my spam folder. Which i feel if someone acct is about to be " charge off '' mailed documentation or certified mail would be sent. Never got anything. So I paid another XXXX payments ( XX/XX/XXXX -- XXXX and XX/XX/XXXX -- XXXX ) because again the amount behind on my credit report was {$1600.00}. No update on my credit report for XXXX. So from XXXX, XXXX and XXXX I paid {$2800.00}. So i called Westlake on XX/XX/XXXX, i spoke with XXXX in the collection dept who advised " Your acct was charged off, last month XXXX '' no specific date was given. Of course I'm shocked, XXXX became rather rude and didn't want to hear anything I had to say when it came to why i had gotten behind. I was then passed to XXXX XXXX ask to speak with a supervisor, never talked to XXXX ), who advised the same and ask could i pay at least XXXX as a settlement. I tried to explain my situation and was then passed to XXXX who advised i should " take out another loan, or pull from mt XXXX ) she provided her ext for when I got the money which was XXXX. I was advised by XXXX the settlement was then XXXX after she ask the mileage and the condition of the car. Which was different from the XXXX XXXX told me. I explained to XXXX my situation but no one had any suggestions except to pay the settlement. So today, I'm alerted that Westlake reported the account was charged off on XX/XX/XXXX for the amount of {$16000.00}. My issue is that I was told XXXX and they waited a whole another month after more than the amount owed was paid. I also made another payment on XX/XX/XXXX & XXXX for a total of {$600.00}. They closed the portal back in XX/XX/XXXX, so i had to pay via XXXX XXXX and pay their XXXX XXXX XXXX XXXXees to send a payment. My account was charged off after I inquired about getting the payment plan and paying the amount of my credit report. The last email i received when going back in my spam folder was on XX/XX/XXXX, advising of a settlement offer for {$12000.00}. Another different amount and stated i had 14 days prior to the date of the email which was XX/XX/XXXX. Today would be the XXXX day and I am just now officially being notified on my credit report that it is charged off ( besides word of mouth ) this is XXXX of XXXX emails sent but they never reference a charge-off. In the email it states " Westlake when then close my account '', but technically from the remarks on my credit reports you closed it on XX/XX/XXXX. Also on these XXXX emails, i was finally given a payment website that allows me to avoid the outrageous fees for XXXX XXXX ( XXXX ). Which was never an option prior to the charge off. I feel Westlake made the process of paying them impossible without incurring additional fees that i couldn't afford and advised a totally different month from the actual charge off date

Company response to consumer: Closed with explanation