Consumer complaint received 2025-09-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Westlake Services, LLC
State: NC

Complaint narrative:
I financed a XXXXXXXX XXXX XXXX  through Westlake Financial. From the very beginning of my loan, I requested that my due date be changed to the XXXX of the month because I am XXXX and receive income once a month, on the XXXX. Westlake refused, telling me it would increase my interest and cost me fees.

Because of that refusal, for 5 years I made every single payment on the XXXX of the month. Each time, Westlake charged me a late fee and interest penalty, despite my consistent payments. I raised this issue repeatedly through phone calls ( all calls should be recorded by Westlake ), yet no correction was ever made. 

In early XXXX, Westlake finally adjusted my due date to the XXXX of the month exactly what I had been requesting from the beginning. Once this change was made, I no longer accrued late fees for six months straight. This proves that Westlake could have done this all along but chose not to, unfairly charging me late fees and interest for five years. 

On XX/XX/XXXX, I made my final payment of {$290.00} ( Confirmation # XXXX ). This payment was more than the amount due ( {$230.00} ), meaning it was overpaid. Both my bank records and Westlakes own payment portal show this transaction. 

Despite this, Westlake issued two separate XX/XX/XXXX statements, neither of which reflected my XX/XX/XXXX payment. Both statements were inconsistent, and both incorrectly showed that I owed money. On top of that, my due date was suddenly switched back to the XXXX, which triggered another late fee that should not exist. 

All of my records, including Westlakes own credit bureau reporting, show that my payment history is 100 % on time and current. The XXXX payment covered the final amount due, yet Westlake continues to act as though a payment is missing and has even threatened collections and repossession.

To make matters worse, I was also placed under a cease and desist order without my consent. I never signed or authorized such an order, yet Westlake required a written signature to have it removed. Despite repeated requests, Westlake has failed to produce any documentation proving how I was placed under this order to begin with. This is improper and raises serious concerns about falsified documentation. 

I have made every payment in good faith. I overpaid on my final payment. Westlakes internal records are contradictory and inaccurate. Instead of resolving the matter, they have attempted to intimidate me with letters and collection threats. 

I am requesting the CFPBs assistance in requiring Westlake to : 1. Correct my account to reflect my XXXX XXXX XXXX  payment. 


2. Remove all wrongful late fees and charges applied over the course of the loan.

3. Confirm that my loan is paid in full.

4. Release my vehicle title immediately.

5. Stop all collection threats and harassment.

6. Provide an explanation and documentation of how I was placed under a cease and desist order without consent.

7. Correct any and all inaccurate reporting to the credit bureaus.

Westlake has had repeated opportunities to address this matter and has failed. Their conduct amounts to unfair billing, harassment, and potential falsification of records. 


-- - Evidence List ( attach/upload ) : Payment proof : XX/XX/XXXX, payment of {$290.00} ( Confirmation # XXXX ). 

Statement evidence : XX/XX/XXXX statements showing two different balances, neither reflecting the XX/XX/XXXX payment. 

Late fee history : 5 years of late fees due to refusal to adjust due date. 

XXXX XXXX screenshot : Shows 100 % on-time payment history reported to credit bureaus.

Westlake letter ( XX/XX/XXXX ) : Demands payment despite records showing final payment already made. 

Payment portal screenshot : Confirms last payment made and applied. 

XXXX XXXX  XXXX issue : Record of Westlake requiring written authorization to remove me from a cease and desist status I never requested or signed.

Company response to consumer: Closed with explanation