Consumer complaint received 2024-12-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Westlake Services, LLC
State: FL

Complaint narrative:
Me and my wife have a vehicle loan at XXXX XXXX, the vehicle is a XXXXXXXX XXXX XXXXXXXX. 
On XX/XX/XXXX i missed our payment, this happened before and we never had problems in paying it, we just paid the insufficient fund fees and kept going. 
This time, as it happened before, we've received a phone call from their automated system telling us about our missed payment and asking us when we would like to make that payment the system is pretty straight forward " XXXX XXXX, you have a past due payment of {$510.00}. When would you like to make that payment? '' I replied " XX/XX/XXXX '', then it confirms the whole information and asks me to confirm, i confirm it, and thats it. On the XXXX ( saturday ) I get a message from my internet provider saying that my payment couldn't be processed. After checking my account, i see a charge of {$1000.00}. I called them right away ( XX/XX/XXXX ) and after explaining everything and the attendant reviewing all the history, he explained that in order for them to analyze and give me any resolution, I would have to wait for the transaction to be fully processed, since it was still showing as " processing '' in my bank app ''. I said " Ok, I will wait but you guys better come up with a refund fast, because I just suffered an overdraft fee from my bank and from my internet provider for insufficient funds, and there are more 2 to come on tuesday, my 2 credit cards. '' The transaction only finished processing on tuesday, then I called them ( XX/XX/XXXX ), and the attendant told me he didn't have an option to issue me a refund and he would have to escalate the matter to his supervisor, which would take 24h to give me a response/resolution. I've waited and called them again the day after, wednesday ( XX/XX/XXXX ), then the attendant told me that it is actually 48h for a response and not 24h and apologized for the incorrect information on the previous call. 
I called again on thursday ( XX/XX/XXXX ) and after a long explanation of back and forth I was finally redirected to a supervisor ( which should get in contact with me an not me with them, again ) at first she tried to force the idea of me being responsible and authorizing the transaction, as I mentioned before, I've dealt with the automated system before and I know what i authorized, and I asked her to hear to recorded call, since it lasted lass than 2 minutes. After some time waiting she came back and said that the automated system doesn't record the calls, and the offered me a refund, and the only option would be a check mailed to me, which should arrive in 7 business days. I then explained her, " well, my next payment is in XX/XX/XXXX, i will get the refund on the XXXX, we have XXXX XXXX XXXX and all, i will be lucky if i can get this funds available in my account before XX/XX/XXXX, plus, i've already suffered 3 overdraft fees on my bank account because you guys unauthorizedly took more money from my account than what you are supposed to. '' She apologized and said that that was the only option or I could ask my bank to dispute the charge, which would take the same amount of time and the damage ( overdrafts ) were already done and my account was already negative. Then she told me that my payment for XXXX was only XXXX XXXX  since " I '' already paid it in advance. Ok. I talked with my wife on how to move money around in order to don't let our account keep suffering overdrafts but I felt really prejudiced for something that I didn't cause to begin with. I called them today an asked " since I paid 2 payments at once ( unauthorizedly ) why do I still have to pay XXXX XXXX  in XXXX, what do I owe you guys? '' Then the attendant told me that is was due to insufficient funds fees in XXXX and in XXXX, since I had to pay late on both of those months, then I asked them " ok, since you guys also caused me a prejudice of XXXX XXXX, XXXX to be exact, I don't wan na pay a single dime on XXXX, and we call it even '' the attendant refused and said that they don't remove fees and that I had the choice to get a refund '' well, after 10 days the damage was done, I got overdrafted 3 times and spent my XXXX with my account negative, how nice of you... I'm sorry for the sarcasm bu this really got into my nerves like, when I delay a payment, they charge me a late fee, when they take more money than they should and i suffer prejudice, they barely give me a refund!?

Company response to consumer: Closed with explanation