Consumer complaint received 2024-01-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: Westlake Services, LLC
State: NC

Complaint narrative:
Om XXXX XXXX XXXX I received an email stating that my account would be transferred from US Auto Sales/ US Auto finance to Westlake Portfolio Management ( WPM ). Im not in any part of the legal field so naturally I made the judgement to continue paying my car note as I am a new parent to a now XXXX XXXX XXXX XXXX  ; I need my car. Since the account transfer I have not had any reason to contact WPM as I could do everything through their ( WPM ) app. More recently around the holidays, roughly late XXXX early XXXX, I was on social media when I seen some information regarding US Auto and WPM. After doing much research I realized that US Auto Sales commited a breach of contract by transferring my account to a debt collection agency and not a financial institution. Naturally I went digging for my contract but I must had misplaced or lost it when moving from XXXX  to XXXX XXXX. I called WPM, which records all their calls, on XX/XX/XXXX. Settled by payment information and requested my contract. I was told my contract could not be located. Now Im asking how does the company that so-called bought my contract not have my contract. He proceeds to tell me that he will put in an email request to have my contract sent to email. This is a Friday so Im already skeptical. He told me the request would take XXXX hours so I waited XXXX business hours. I checked my email everyday and no contract. I called on XX/XX/XXXX. They look up my account and verify me and I begin asking questions regarding my contract information and that I was told XXXX hours. The representative then proceeds to play on my words and tells me that kind of request takes XXXX hours which I enlightened him that I indeed waited XXXX business hours. I was put on hold and eventually told that supervisors come in at XXXX XXXXacific time so for me that is XXXX. I call back around noon and explained to the representative what I had already dealt with and that Im not going further with any information unless Im speaking with a supervisor. I explain the situation with the supervisor and I was put on hold for her to look up my contract requests. The supervisor came back and told me that she is going to personally send up the request and that she guarantees I will have my contract by the afternoon. I question it of course because once you have been burned once the trust is gone. I ask what is my next step if I dont receive the contract. She stutters because she clearly wasnt ready for a question like that because there is no next step. She tells me to call back at XXXX pacific time which is XXXX eastern for me. I went to work at XXXX eastern time so no way to satisfy that request. However, I wake up this morning and still not a single contract in my email. Im inclined to believe that WPM does not have my contract which means they are not able to validate my debt with them making it invalid. Also meaning it would need to leave my credit and I can file a cease and desist because that is not my debt. I did go to my local dmv and asked for a lien holder document and it also shows us auto finance

Company response to consumer: Closed with explanation