Consumer complaint received 2025-09-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: Westlake Services, LLC
State: NY

Complaint narrative:
On XX/XX/XXXX Westlake financial repossessed my vehicle. I woke up to find my vehicle gone from my driveway. There were skid marks in my driveway and tire tracks in my lawn. Due to frequent car theft in my area I called the police to report it stolen. After coming to my home and running my information the police XXXX informed me my vehicle had been repossessed. He provided me an out of town phone number for the repo company, no name for the company or any other information. I had to wait for both the repo company and Westlake to open for business for the day. I had to call into work to be able to deal with this situation. First, I spoke to Westlake and was informed of the total amount due to be able to get my vehicle back and reinstate my loan. The total I was quoted was {$1400.00}. Upon my request a breakdown of this payment was emailed to me ( attached ). I was told if I paid that day ( XX/XX/XXXX ) it would take 2-3 business days for my vehicle to be released. They also gave me an out of town phone number, no company information or location, for me to call to be able to retrieve my belongings. I told Westlake I would call them back after I spoke to the repo company to find out where my vehicle was and when I could get my belongings. I then called Westlake back and paid, in full, the {$1400.00} I was quoted. About 20 minutes after making my payment I received an email ( attached ) stating my contact was reinstated and I could pick up my vehicle. I picked up my vehicle about 3 hours ( XXXX ) after making first contact with Westlake XXXX XXXX ). I never received any written communication or documents regarding the repossession ( aside from the above mentioned emails ) and still have not. 
My next monthly payment was due XXXX. I logged on to my online account on XXXX to make my regular payment of {$570.00}. To my surprise my online account was blocked from being able to make payments. It said my account requires special handling and I need to call customer service. I called customer service and I was told the only way I could make my payment was with an agent with a {$5.00} processing fee. I received no explanation why my online account was frozen and why they could not reactivate it. I did not make the payment. I called again on XXXX. Again there was no explanation as to why my account was like this. I was told that it would be fixed within XXXX hours. It was not. I logged on every day for the next 3 days to find y amount will had not been reactivated. On XXXX I received 5 phone calls from Westlake trying to collect my 3 days past due balance. On XXXX I received XXXX phone calls from Westlake trying to collect my 4 days past due balance. When I logged into my account XXXX I discovered an additional {$200.00} repossession fee was addressed to my account with no explanation or communication. On XXXX ( Sunday XXXX ) I answered the second call from Westlake XXXX again calling to collect payment. I spoke to a representative that told me the additional fees were a flatbed fee and a storage fee. I asked for the breakdown or invoice be sent to my email. I still have not received any documents regarding these charges. I was also informed that the reason I could not log into my account was because my account was still in repossession status ( over a week since my vehicle was released and account reinstated ). I was told this would be sent to another department to be resolved. I logged into my account the next day XXXX several times and my online account was still disabled. When I logged into my account XXXX in the evening my account had finally been reactivated. I logged in on the morning of XX/XX/XXXX to make a payment and discovered yet another repossession fee of {$85.00} has been added to my account for a total additional repossession fee of {$290.00}. Again I have not received any documentation or communication for explanation of these fees. I have not received any written communication from Westlake financial in regards to this repossession, including explanation of any fees being imposed, aside from emails I have requested, some of which I will have not received.

Company response to consumer: Closed with explanation