Consumer complaint received 2025-01-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Westlake Services, LLC
State: WA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I hope this letter finds you well. I am writing to formally express my serious concerns regarding unauthorized withdrawals from my bank account by XXXX XXXX. Over the past several months, I have made attempts to contact XXXX XXXX through email on two separate occasions to address this issue. Unfortunately, I was not met with the professionalism or assistance I had hoped for, owing in part to my emotional distress regarding the situation. 

Specifically, I am referring to unauthorized withdrawals in the amount of {$270.00} from my account for the months of XXXX, XXXX, XXXX, XXXX, and XXXX. I have consistently relied on the loan statements provided by XXXX XXXX, which I understood to be accurate representations of the amount owed and the monthly payment due. 

Additionally, I reached out to XXXX XXXX via phone and spoke to an individual who claimed to be part of the management team. During this conversation, I expressed my concerns regarding the unauthorized withdrawals. Unfortunately, the response I received was unsatisfactory. After placing me on hold, the representative returned to ask me to specify the months in question. He indicated that I should review my email for what he described as falsified receipts, which I had never seen before. This interaction escalated to a point where the representative spoke to me in an unprofessional manner and abruptly ended the call. 

I feel compelled to bring this matter to your attention, particularly as there was no documentation sent to me regarding these unauthorized withdrawals, which stands in stark contrast to the receipts I received for my authorized payments over the previous 18 months. This is not an isolated incident for me ; I have previously encountered unauthorized withdrawals from another financial institution, allowing me to recognize and act upon the issue promptly. 

As a XXXX XXXX  with XXXX, I am especially concerned about the potential impact of such practices on individuals who XXXX not be able to recognize these discrepancies. It raises a troubling question : how many other customers have unknowingly faced similar issues, resulting in significant financial losses? 

Furthermore, I received a {$50.00} gift card from XXXX XXXX due to an alleged overpayment, which raises additional questions regarding billing accuracy and ethical practices. 

I respectfully request that your office investigate this matter thoroughly to protect consumers like myself from potential fraudulent practices. 

Thank you for your attention to this important issue. I look forward to your response and any assistance you can provide in resolving this situation. 

Sincerely, [ XXXX XXXX  ]

Company response to consumer: Closed with explanation