Consumer complaint received 2025-01-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Westlake Services, LLC
State: VA

Complaint narrative:
On XX/XX/XXXX my car was XXXX for delinquent balance which consisted of XXXX past due for XX/XX/XXXX and XXXX XXXX. I had previously communicated with Westlake that i had started a new job and that my employer shuts the plant down for XXXX weeks at the end of the year which causes me to not have income for XXXX weeks. On XX/XX/XXXX i woke up to my car XXXX XXXX. I understand the position i played but i also paid the recovery fee as well as both car payments on XX/XX/XXXX at XXXX via XXXX XXXX as the lender states they can not accept any other forms of payment other than wire. My mother sent the wire to them and called in to discuss next steps at that time a gentleman advised my mother and I that he would process the release of my vehicle and that the XXXX XXXX will receive the document no later than XXXX est on XX/XX/XXXX. Since Friday XX/XX/XXXX I have been getting the run around about the vehicle from the lender and XXXX XXXX. I have called everyday since XX/XX/XXXX regarding the vehicle to keep in communication with the lender. On XX/XX/XXXX I called and spoke with several different representatives XXXX of which told me that now i need to send in XXXX references and a paystub to verify i am who i am in order to get my vehicle i was shocked because no one else had said anything about these documents needed and they stated they didnt know why i wasnt told this but this is the reason for the hold up of my vehicle being released. So i sent the documents at XXXX on XX/XX/XXXX I then called to follow up on receipt of the documents and to make sure that the documents will be forwarded to the correct department no one checked on the documents until XXXX on Tuesday XX/XX/XXXX and I was told by XXXX XXXX this is what happens when you default on your loan unfortunately and have multiple repossessions. I truly do not appreciate her XXXX  as I understand again how my financial hardship played a part in this but you have a duty and responsibility to your clients as well. I then asked to speak with a XXXX and I was placed on hold she came back and states she emailed the department because i can not speak with the department and to check back tomorrow. I waited until XXXX XXXX XX/XX/XXXX to reach back out to follow up as I also reached out to the recovery lot and was advised my vehicle will be up for XXXX  on XX/XX/XXXX for non payment even though I made payment in full as to what the price i was quoted. They are saying they have no control and this is the process even though i paid and the lender agreed to the payment and me securing the vehicle. I do believe that Westlake should be investigated for their practices and also trained on customer service as the notes are not aligning every person that you speak with tells you something different to get you off the phone. When i spoke with XXXX today she told me that the documents were just being sent over to the department and that i needed to wait XXXX hours for a resolution how can i wait when the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. This is truly unfair and i believe this is deceptive practices. I also would like to not be responsible for the car sitting at the lot since XX/XX/XXXX since i made payment and was advised that Westlake sent payment for the XXXX to the recovery lot on XX/XX/XXXX the lot is stating they have not received anything from Westlake and that Westlake is slow in processing. I believe that Westlake should be held accountable and reliable for all additional fees that incur with this vehicle after XX/XX/XXXX. Thanks XXXX XXXX

Company response to consumer: Closed with explanation