Consumer complaint received 2026-02-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: Westlake Services, LLC
State: TX

Complaint narrative:
Company Information : Westlake Financial Services XXXX. XXXX XXXX XXXX XXXX, CA XXXX Summary of the Problem : I am filing a complaint against Westlake Financial Services for deceptive and unfair business practices related to the repossession and redemption of my vehicle. My vehicle was repossessed after being 32 days late on a payment. I did not receive any required notices before or after the repossession. Westlake provided inconsistent payoff amounts, charged unexplained fees, and is now billing me for additional charges that were never disclosed. I have voice recordings documenting these issues. 

Details of the Issue : I did not receive a Notice of Intent to Repossess, a Notice of Intent to Sell, an itemized list of fees, or any written statement of my right to redeem or reinstate the vehicle. Westlake told me these notices were in my contract, but they never sent any written notice before or after the repossession. 

When I contacted Westlake to redeem my vehicle, they gave me three different payoff amounts within three days. The amounts were approximately {$1500.00}, then {$1700.00}, then {$3000.00}. These inconsistent and constantly changing quotes made it impossible to understand the true redemption cost. I have voice recordings of these conversations. 

I paid {$1600.00} to Westlake and an additional {$40.00} administrative fee at the repo lot. After redeeming my vehicle, Westlake sent me a new bill for {$1300.00}. This includes {$930.00} labeled only as Other. No explanation or itemization was provided for these charges. My regular monthly payment is only {$360.00}, so these fees appear excessive, unexplained, and potentially unlawful. 

I have voice recordings showing conflicting payoff amounts, lack of explanation for fees, and misleading statements about required notices. These actions appear to violate Texas consumer protection laws regarding deceptive trade practices and improper repossession procedures. 

What I Am Requesting : I am requesting that the Texas Attorney General investigate Westlake Financial Services for deceptive, misleading, and unfair business practices. I am asking for a full itemized breakdown of all fees, removal or refund of any improper or inflated charges, and correction of my account balance. 

Desired Resolution : I am requesting a full refund of all unlawful, undisclosed, or improperly added fees, including the {$930.00} labeled only as Other. I also want written confirmation that my account has been corrected and that no inaccurate or negative information will be reported to any credit bureaus. 

Additionally, I am requesting that CFPB review Westlakes decision to repossess my vehicle on XX/XX/year>, during a statewide natural disaster. Texas was experiencing record-breaking freezing temperatures, ice-covered roads, and widespread power outages. By repossessing my vehicle under these conditions, Westlake placed me in harms way and created an unnecessary safety risk. I am asking that this factor be considered in evaluating their conduct and determining appropriate corrective action.

Company response to consumer: Closed with explanation