Consumer complaint received 2025-02-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Westlake Services, LLC
State: MA

Complaint narrative:
Account was past due about 60-65 days, with the current payment due on XX/XX/XXXX. On XX/XX/XXXX, at XXXX I called XXXX XXXX make a payment. I was told that the car was up for repossession, but was offered a refinancing option. I then submitted a {$500.00} payment relating to the XXXX day past due, and signed the new agreement. I was repeatedly told that the repo would be stopped and that my account was back to current ( next payment due on XX/XX/XXXX ). 

That same day, XX/XX/XXXX, at about XXXX, the car was repossessed. I was making a delivery when they took the car, and I was left on XXXX XXXX in the frigid cold. tried to speak to the tow driver but I was told that it didn't matter if I said I had made arrangements because they had orders. 
I then called XXXX right away, in the hopes they would realize the mistake and release the car. I was given the run around right away. I was told that they needed XXXX-48hrs to review the account and confirm what had been said before they released the car, even though they admitted that it was all there in the notes and they saw the account changes that had happened that morning. I asked to speak with a supervisor, who said the same thing. He did however, also say that he had notes that the car had been taken before I called, which was ridiculous considering I drive the car for work ( which I only start at XXXX ) and had worked a good chunk of the day before they took it. He did assure me that IF they found that the account was resolved before they took the car, that the car would be released and tow costs would be covered. I asked about the costs of either being out of work for 48hrs or having to rent a car and was told that " unfortunatelly there's nothing we can do about that. '' I also asked for reference numbers for both calls, and the name of the towing company, but they was never given. I was given the direct phone number to the collections department instead because I had to keep calling them, as they do not call to inform the results of their review. I lost about half of my shift because I couldn't continue working without a car, and waited about XXXX to be able to get a ride, as my wife was at her work, in a different town. 

The next morning, on XX/XX/XXXX, I started calling the collections line at XXXX. That line always had a bad connection and each call would either go mute and they would hang up, or the call would just disconnect. I had to call 4 times before I was able to properly speak to someone. The person then said that there were no updates on the review/release yet, but that I " should be prepared for repossession related costs, '' as " the timeline was tight and there is always a risk that the car will be towed if the towing company was already looking for it. '' I then contact lawyers to discuss the situation because I am afraid of what is about to happen. I have been getting the run around, incurred rental costs, missed wages, and now apparently I have to be afraid that they won't even pay the towing costs of a repossession that they themselves told me wouldn't happen. I was told to contact the local police and ask the towing company 's name as they are supposed to report all towings shortly after it happens. I contacted the town 's police department and was told that they received no records of the towing. There was no fax, the officers that had worked the shift the day before confirmed they hadn't heard of any reports. According to the officer that answered the phone, they hadn't even run my plates in quite sometime. They hadn't heard of the make/model I have being towed, or anything to do with my plates specifically. Not only was the repossession done even after the account had been resolved, it was done in a poor and outrageous manner and XXXX sends me in circles just calling them over and over again, but doesn't resolve the issue nor has a definite answer of how the situation will be handled. 

Also, the contract I signed seemed to have timed out in my email. I'm not sure what is going on. The app does say that the account is current and everything is all set, but I can't access the actual contract. I requested a copy and am waiting for it to be received.

Company response to consumer: Closed with explanation