Consumer complaint received 2025-01-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Westlake Services, LLC
State: OR

Complaint narrative:
To whom it XXXX concern, Since XX/XX/year> I have reached out to Westlake Financial Services to request that they transfer my vehicle title to the XXXX XXXX, Oregon XXXX ( my new state of residence ). I've gotten mixed information from several XXXX XXXX. 

I went to the XXXX XXXX, Oregon XXXX where a representative provided me with the documentation needed to submit to my vehicle financial institution for my title transfer. I paid over {$30.00} to XXXX to priority mail the proper documents to the XXXX XXXX Department. More than a few weeks went by before I received a response. The response I finally did receive was a blank document listing only XXXX address and the documents that I mailed ( none of the documents I sent were filed out by XXXX ). It took me another month just to finally get hold of a representative in XXXX XXXX XXXX ( every time I requested to be transferred to the titles dept I would be placed on hold for over 15 minutes and then the line would disconnect ). They told me I needed to send a money order but couldn't disclose how much. This made absolutely no sense to me. I then asked to speak with a supervisor. To this day I have yet to speak to a supervisor despite my many attempts .... 

I then emailed XXXX XXXX XXXX explaining the whole situation. The reply I received provided me with information on the steps to take to begin the titles transfer ( information that I was already provided with in XX/XX/year> ). Basically, it seemed as if the titles dept didn't even review my inquiry. I then sent a follow up email urging the titles dept to please actually read my inquiry prior to answering. I received another reply stating that my ticket was closed. 

I then submitted another ticket through the XXXX XXXX portal. This time the ticket I submitted was a grievance. Once again requesting to speak with a supervisor. I also requested the exact information needed to complete a title transfer. How long the title transfer will take, and how I will be notified once the process is completed. I received an auto reply confirming that my ticket has been received, but that is all I received. 

Once I verbally stated that I was going to file a complaint through CFPB I was followed up with a call from the titles department. I spoke to an individual by the name of XXXX XXXX, XXXX XXXX. XXXX requested that I email him all the documents needed for a title transfer. As requested, I emailed XXXX the requested documents on XX/XX/year>. Despite my numerous follow up emails I have yet to receive a response from XXXX on the status of my title transfer. Once again, I have requested to speak with a supervisor. Once again, my request has fallen on deaf ears. 

At this point it has been almost a year since my registration expired. I need to speak with a supervisor at XXXX XXXX XXXX XXXX. I only want to correspond and work with a supervisor until my title transfer is completed. I need to know the exact information needed to complete a title transfer. How long the title transfer will take, and how I will be notified once completed.

Company response to consumer: Closed with explanation