Consumer complaint received 2024-11-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: Westlake Services, LLC
State: GA

Complaint narrative:
Heres a detailed explanation you can use to file your complaint with the Consumer Financial Protection Bureau ( CFPB ). You can modify it as needed : Subject : Dispute of Improper Repossession Fee Charged by Westlake Financial Services Summary of Issue : I am filing this complaint against Westlake Financial Services regarding an improper and unjustified {$190.00} repossession fee that has been added to my account. I retrieved my vehicle in XX/XX/year> after paying all overdue amounts and repossession-related fees, as outlined in their communication. Westlake failed to notify me of this additional charge within the legally required timeframe, and their actions are in violation of Georgia state law and their own contract terms. 

Details of the Situation : 1. Vehicle Repossession and Payment : My vehicle was repossessed in XX/XX/year>. 
On XX/XX/year>, I paid a total of {$1400.00}, which included : {$800.00} for the overdue balance. 
{$73.00} as a late fee. 
{$580.00} for the repossession fee. 
I received an email from Westlake Financial at the time, breaking down these amounts. Based on this breakdown, I paid the total required amount to retrieve my vehicle. 
2. Notification of Additional Fee Months Later : In XX/XX/year>, Westlake Financial informed me of a new charge of {$190.00}, claiming it was related to the repossession. 
This fee was not disclosed to me at the time of repossession or when I retrieved my vehicle. 
Under Georgia law, repossession-related fees must be disclosed to the borrower within 10 days of repossession, which Westlake failed to do. 
3. Attempt to Resolve the Issue : I contacted Westlake Financial multiple times to dispute this fee. Below is a summary of my efforts : During my initial call, I was informed by a supervisor that this fee was part of the original repossession cost but had not been properly allocated at the time of payment. This suggests an internal error on Westlakes part.I was told every time I would call that I would receive a call back in 24hrs, or a week and never received contact from anyone any of the times I called. 
Another representative claimed that only {$420.00} of my payment was applied to the {$580.00} repo fee, with the remaining {$150.00} being applied to my account balance. However, this misallocation is not my responsibility. 
Westlake also referenced a letter sent on XX/XX/year>, which they claimed explained the charges. Upon further clarification, the letter merely stated that I could request a breakdown of what I had already paid and did not notify me of any new fees or charges. 
4. Proof Supporting My Case : I have a copy of the email sent by Westlake Financial in XXXX, providing a full breakdown of what I owed at the time, including the {$580.00} repo fee. This email does not mention any additional charges or fees. 
Westlake failed to provide timely notice of the {$190.00} fee as required by Georgia law, and their explanation of how my payment was allocated highlights an error on their part, not mine. 

Resolution Sought : I request the following actions : 1. The immediate removal of the {$190.00} fee from my account, as it was improperly applied. 
2. Confirmation in writing that this charge has been waived. 
3. A review of Westlake Financials practices to ensure compliance with Georgia repossession laws and consumer protection standards. 

Why This Matter Needs CFPB Attention : Westlake Financials failure to disclose the {$190.00} fee within the required timeframe constitutes a violation of Georgia law. Furthermore, their internal payment misallocation and retroactive fee application reflect poor practices that unfairly burden consumers. I believe this is part of a pattern that warrants investigation to protect other borrowers from similar treatment.

Company response to consumer: Closed with explanation