Consumer complaint received 2025-01-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Westlake Services, LLC
State: TN

Complaint narrative:
This is in reference to Westlake Financial Services, XXXX XXXX XXXX, and the Auction place in XXXX, TN. I am 100 % service connected through the VA on a fixed income who is still in the XXXX of 11 years trying to medical out, who also just had a newborn infant child born premature XX/XX/XXXX, had a lot going on at the time and was behind a couple of payments. They called and called and called from random numbers and even local numbers using spoof tactics from what it would seem ( CA company and number calling from my TN XXXX XXXX ) I explained the situation over and over when they called but it was never notated in my account so they kept calling and harassing me I told them when I was able to make the payment. they continued to call and bother email and never sent a physical letter. Fast forward. They repossessed the vehicle at around XXXX eastern on XX/XX/XXXX ( the only vehicle we had ) leaving me with a wife and newborn child I cant take anywhere if there was an emergency or if we had to go anywhere or get anything I asked the repo guy ( gave me a card for XXXX no name for him address or phone number ) where the vehicle would be and he told me XXXX XXXX TN and that it was like {$10.00} a day for him to have it there after 5 days or something that's all that was said but unbeknownst to me... the issue is when I called to try to reclaim the vehicle they refuse to give me an accurate answer as to where the vehicle is as I was told it would be in XXXX XXXX TN called to set up the recovery and payment option whatever. the amount has increased still is increasing and they have me back and forth with a million different people and not a single accurate bit of knowledge or information. none of them speak english either it seems. I called westlake to get an amount location etc and I was informed that 5 or 6 days after the repossession when I called and was able to retrieve it due to inclement weather I was informed of different amounts to get it back and it was at this point that during the recorded call the supervisor I spoke to told me, after id made the arrangement, that my vehicle is actually en route to XXXX, TN for my vehicle to be sent to auction. Westlake would not give me any accurate information as to where it truly was. Fastforward I called the auction place and they denied having the vehicle yet but had reciept it was supposed to come there so I called the company who does the repos for Westlake ( which is XXXX XXXX XXXX ) again was given the run around and could not provide a number for the tow place but gave me a number associated with a " case number '' by the woman at XXXX where the repo guy apparently called the police locally before the repo took place for whatever reason, which in turn caused alot more issues alluding to the fact that I required a police presence at my house for the repo, so I called XXXX XXXX Police department and the number I was given was not a " case number '' at all. I called westlake again and got no where per usual and ended up having to call XXXX again and speak to a different individual but " assured '' me that if I called westlake since they were the ones in charge of that, that they had to put a stop or pause or hold or whatever on the account to keep it local for me and not send it to auction and to call them and let them know because they had to do that. I called westlake again dealing with a very hard to understand individual who was very rude and unprofessional and told me that I was wrong and the company they use for repos was wrong as well. as of XX/XX/XXXX I have been informed my car was set up to be sent to auction XX/XX/XXXX. I have tried to do what I can to rectify the situation and to make it right but financially, but they have been impossible to deal with. I am very angry and upset because this has effected my credit and my ability to take care of my family or even to be able to say XXXX it and get another vehicle. Yes I was behind, Yes I tried to fix it and notify and work with them, regardless their actions and lack there of has caused a major strain and stress financially, mentally, emotionally, and even physically. I tried to do what I could and have been drug throughout the earth trying to fix the issue. Westlake has been on the radar and subject to litigation by many consumers including military service members and veterans alike.

Company response to consumer: Closed with explanation