Consumer complaint received 2026-03-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Westlake Services, LLC
State: GA

Complaint narrative:
I am submitting this complaint after attempting to resolve this matter directly with Westlake Financial Services through written certified correspondence. My concerns remain unresolved. This complaint involves a Retail Installment Contract dated XX/XX/XXXX, associated with Account No. XXXX. After reviewing my contract and payment history, I identified multiple material discrepancies that increased my loan balance and finance charges. 1. Discrepancy in Legal Name and Electronic Signature Authentication The contract identifies the buyer as : XXXX XXXX XXXX XXXX XXXX My correct legal name is XXXX XXXX XXXX. There is a clear discrepancy between my true legal identity and the name reflected on the contract and electronic signature acknowledgment. Because accurate identity verification is fundamental to enforceability, I formally requested from Westlake : The complete electronic signature audit trail IP address logs Timestamp records Identity verification documentation Records reflecting my consent to conduct business electronically Westlake has not provided sufficient documentation verifying that the electronic signature is properly attributable to me under my correct legal name. Without proper authentication documentation, I can not confirm that the agreement was validly executed under my correct identity. 2. {$1500.00} Service Contract Financed Without Clear Affirmative Election Approximately {$1500.00} was included in the amount financed for a service contract ( extended warranty ). I do not recall knowingly and affirmatively electing this optional product. Optional add-on products must be clearly disclosed and voluntarily selected. If this product was included without proper documented consent, it materially increased : The amount financed The principal balance The total finance charge over the life of the loan I requested documentation demonstrating affirmative election of this service contract. Adequate documentation has not been provided. 3. Payment Allocation Concerns My payment history reflects multiple instances in which agent-processed payments were applied toward interest despite my direction that voluntary payments be applied toward principal reduction. Examples include : XX/XX/XXXX Agent payment applied entirely to interest XX/XX/XXXX Agent ACH payment applied in part to interest accrual XX/XX/XXXX {$400.00} payment included {$130.00} applied to interest XX/XX/XXXX {$840.00} payment included {$140.00} applied to interest The minimum confirmed amount applied to interest in those latter two transactions alone is {$280.00}. Improper allocation increases finance charges and prolongs the loan. Requested Resolution I am seeking a reasonable resolution that corrects the balance impact of these issues. Specifically, I request : 1. Production of the complete electronic signature audit trail and authentication documentation. 2. Correction of my legal name in all servicing and reporting records. 3. If affirmative authorization of the {$1500.00} service contract can not be clearly demonstrated, credit of {$1500.00} toward my principal balance. 4. Reallocation of improperly applied interest payments to principal. 5. Issuance of a corrected amortization schedule reflecting adjustments. I am seeking prompt resolution through this regulatory process and am willing to resolve this matter without further escalation if these balance corrections are made.

Company response to consumer: Closed with explanation