Consumer complaint received 2024-09-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Westlake Services, LLC
State: IN

Complaint narrative:
WESTLAKE FINANCIAL ACCOUNT XXXX XXXXXXXX I purchased a XXXX XXXX XXXX from XXXX XXXX XXXX in XXXX XXXX Indiana in XX/XX/XXXX and got my vehicle financed with Westlake Financial. I had not had any issues with them until the end of XXXX. I had my identity stolen and bank account was hacked, which caused problem after problem. I had been in contact with Westlake and advised them of this. Between XX/XX/XXXX and XX/XX/XXXX I had spoken with them at LEAST five times informing them of my current situation and asking what my options were? Not one of the employees that i spoke with told me of my options, they simply said we will note it in your account, jump to XX/XX/XXXX and I walk outside to leave and my vehicle was repossessed. Mind you, I was currently moving many of my personal property to storage and there were many expensive/valuable items in my trunk. The next day a gentleman called me from Westlake and asked me about payment. I then proceeded to ask him about why it was taken when I had spoken to numerous employees about my current situation? He advised me that the last time I requested an extension was XX/XX/XXXX! I then became very upset and asked him if in fact the calls were recorded and notes taken at the time of these calls? He stated yes, then I became even more upset. From that point on it has been nothing short of a nightmare! I have been lied to NUMEROUS times by NUMEROUS employees! I am not sure exactly how much room I have to type all of this but here it goes. On XX/XX/XXXX I called XXXX times got no where, XX/XX/XXXX called XXXX number XXXX times got nowhere there were so many calls I lost count! by law I did not authorize Westlake Financial to release ANY of my personal information to XXXX XXXX XXXX  ( XXXX XXXX XXXX XXXX. They damaged my vehicle pretty bad when they took it. I never ONCE received ANY paperwork or certified letter from Westlake after my vehicle was repoed. During this time I had been advised by at least five different employees that my vehicle was here in XXXX XXXX at the auction, come to find out my vehicle was THREE hours away. I had also been told by each one of these individuals that i could get ALL of my belongings from my vehicle whether i did or did not pay to get the car back. Still until this current day i have not received ANY mail or anything from Westlake Financial showing me any of these things that have been stated. I have requested that supervisors call me to fix this and no one has EVER called me! XXXX to XX/XX/XXXX arriving at XXXX XXXX at XXXX XXXX  to pick up my vehicle that I struggled to pay for. They asked me if I had an appointment, I said no was not told I needed one, finally they drove my vehicle out to me and not one person gave me ANY documentation regarding the vehicle being picked up or anything. I asked the gentleman about the extensive damage done and the fact that NONE of my paperwork, registration, or license plates were on the vehicle. I said I cant drive three hours without ANY documentation, if for some reason I was pulled over they would have probably thought I stole the vehicle. Every single occurrance that has happened since XX/XX/XXXX has been unlawful and beyond unprofessional. As stated above calling them between XXXX just to get information where my belongings were, whom would be responsible for the damage, to request an extension of payment that is always due the XXXX of each month. Told by at least XXXX employees I could not request extension since vehicle was technically 20 days late. I requested the paperwork for me to take to the DMV to reinstate my vehicle. I requested this be mailed and also emailed to me. I waited a week called again, lied to again saying it was mailed out, it wasnt. I also advised Westlake that I emailed the towing company about the damage done and my belongings, only to be advised this was not correct information, but in fact ALL of my belongings were gone after 30 days after the vehicle being repoed. It has literally been one lie after lie after lie. Requested copy of my loan agreement, never received. EACH call after that, the employee was ONLY concerned that my payment was late! I asked them would you make a car payment for a vehicle you can not legally drive because your company does not comply with proper protocol. Mind you, during this whole time my stepfather has been VERY XXXX and I have no legal vehicle so i cant see him! I was finally told that I needed to submit proof of damage to my car and a list of all items in the car and email it. The last so called supervisor I spoke with had me on hold for OVER XXXX minutes waiting for the co called " XXXX '' department because I had yet to receive my paperwork. He finally came back to the line and said " I am sorry XXXX XXXX we are not mailing out your reinstatement paperwork because your payment is late!!! Are you kidding me? What person in their right mind would pay for a car they XXXX XXXX because the finance company are a bunch or crooks and idiots!!! They have broken so many laws and it was not until this past XXXX  XX/XX/XXXX that I received paperwork stating they now want me to sign over a Power of Attorney to Westlake Financial in order to get my reinstatement paperwork!!! I am not signing ANYTHING until they are investigated. I am a single mother and I can not even do the things I need to not only to fix this situation, but also to finish with all of the identity theft issues I still currently have. Oh I also forgot to mention that they are trying to double charge me repo fees. I already paid those fees in order to get my vehicle back. I paid over {$900.00} in repo fees. According to them I owe on XX/XX/XXXX XXXX  XXXX  Repossession in the total of {$500.00}, on XX/XX/XXXX {$390.00} for a key fee, and on XX/XX/XXXX {$110.00} for storage. Oh and a random repo fee of {$190.00} on XX/XX/XXXX! So then there was a statement under my online account on XX/XX/XXXX saying I am in delinquent status and it said unpaid repo fees of {$1200.00}. I am XXXX XXXX XXXX and not once in my life have XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I may have forgotten a few things, but I tried including as much as I could. as of XX/XX/XXXX I have not submitted my email to Westlake regarding the damage done and all of my personal belongings taken from my vehicle. I was advised to wait to do this until I submitted this complaint.

Company response to consumer: Closed with explanation