Consumer complaint received 2025-09-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: Westlake Services, LLC
State: NV

Complaint narrative:
On XX/XX/year> I was advised by Westlake financial services that I had an underwriting amendment proposed to me. The rep then asked if I had reviewed this amendment yet I stated no he proceeded to send me the amendment via text via email I then reviewed the amendment with the rep on the phone together to get a better understanding at what I was looking at. My underwriting amendment states refinanced to better help my past due delinquency issue as I am struggling with finances personally that it will be refinance for 43 months in the amount of {$380.00} monthly. My monthly payments were when I financed the car and got it the first time {$480.00} a month. So Westlake financial is refinancing the remaining balance I owe on the vehicle which is XXXX over XXXX XXXX equaling {$380.00} to pay off the amount owed to help me with my delinquency in my financial hardship. As I remember right now actually I remember calling Westlake financial services about XXXX XXXX  prior in exhausting of my finances hoping they would refinance the car amount as its not nowhere near what its worth now the amount I have to pay they stated they dont do this. Then I received a call from Westlake financial stating that I had a refinancing underwriting amendment which made no sense to me because they just told me that they didnt do this kind of stuff. Anyway my moral complaint is about the fact that I have called several times every day day and night different reps escalated calls spoke to several agents and I can not get both signatures on this form for the life of me which is me XXXX XXXX and my mother XXXX XXXX. She is primary and I am cosigning on the original documentation so therefore we have to re-sign the amendment both her and I but we can not because it wont allow us to it only allows us to have my mother sign it and every time I try to do it it doesnt give me the option too. So given the amount of past XXXX days that I am now after the fact of 52 days past due because nobody from Westlake financial service services can help me with my signing the document issue they stated that they have done all that they can do that its nothing else they can do and that its out of their control and that if need be they can still repossess my car because Im technically still under my original finance agreement. They are so firm on the fact that I am so many days past due and that I must make a payment but no one can help me with my issue no one can help me get it resolved Im trying to cooperate in good faith and take advantage of this underwriting refinance amendment but theyre making it impossible to even do so so my complaint is about the fact that they offered me a underwriting amendment Refinancing agreement that I can not even sign they have no other way of doing it that is the only way they can do it it just doesnt make any sense to me so with their therefore like I dont think thats right that they have the right to repossess my car and you know I am trying to get the paper signed but theyre so pushy on the fact that theres no other way I cant email nobody XXXX cant fax it to no one no one else can help me Im not Im not understanding. I almost forgot to mention that after many days of trying to get this document resolved or fixed or signed and not succeeding because they refuse to help me I decided to finally give up in a way but then I received an email from Westlake financial services to sign a documentation that I opened and it wasnt the same envelope it was a different envelope and I was actually able to sign this one and my mom was too. So I was like OK actually fix it good thank you right now I called them back to make sure they received these documentations I signed me and my mom finally and nobody knows what Im talking about they keep saying I still need XXXX more signature and that XXXX person still needs to sign the same scenario from before Its still happening as I had already signed these documents and Im gon na actually upload the one I design me and her that they state that is still missing a signature because theyre still looking at the original envelope rather than the one that I was sent by another rep that its not the same youre not understanding that And they keep telling me that I need to make a payment that XXXX person needs to sign and that the only thing they can do is resend it but its not working it hasnt been working and its not gon na work but they cant see the document I did sign on her.

Company response to consumer: Closed with explanation