Consumer complaint received 2025-04-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: Westlake Services, LLC
State: TX

Complaint narrative:
This is what was sent to them XXXX  email : XXXX letter : cc : Texas Office of Consumer Credit Commissioner, Consumer Financial Protection Bureau XX/XX/XXXX Westlake Financial Services XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX To Whom It May Concern, I demand the immediate return of my vehicle that was wrongfully repossessed on XX/XX/XXXX at approximately XXXX XXXX, in direct violation of Westlake Financials explicit 30-day forbearance agreement. This agreement, which promised to support my family during catastrophic hardship, was to defer a payment to the end of my loan term. Your breach of this commitment, coupled with abusive conduct by your contractor and ongoing mistreatment, has caused severe financial and emotional harm. 

Catastrophic Hardship Context Since XX/XX/XXXX, my family has endured extraordinary losses : an XXXX tornado caused {$140000.00} in home damage, followed by hurricane damage in XXXX, rendering our XXXX property uninhabitable ( FEMA-verified ) . With no FEMA aid and a denied State Farm claim ( now in litigation ), we face hazardous conditionsno central air, broken windows, and a compromised electrical system. An electrical fire, caused by unsafe window AC units costing {$1400.00} monthly, nearly destroyed our home. My credit score has fallen from XXXX to XXXX, and our {$40000.00} savings are depleted. Your forbearance promise was a lifeline you failed to honor. 

Wrongful Repossession and Contractor Misconduct Despite your agreement, you repossessed my vehicle, now at an auction house ( per XXXX, ext. XXXX ). This action violates Texas law if based on a breached forbearance or improper notice. Your contractor, XXXX XXXX, breached the peace by threatening my life, using profanities, and acting aggressively, causing extreme distress. Under Texas XXXX, repossession is a non-delegable duty ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX ), making Westlake fully liable for her misconduct, which violates the Texas Deceptive Trade Practices Act ( DTPA ) and Fair Debt Collection Practices Act ( FDCPA ). 

Unacceptable Customer Service I have contacted Westlake at least six times, encountering negligence, misinformation, and refusal to escalate. This disregard for my documented hardship and your own agreement suggests unethical practices, potentially actionable under the DTPA for knowing violations. 

Demands for Resolution Given the vehicles auction status, I demand within XXXX hours : XXXXmmediate return of my vehicle or suspension of any auction.

Honor of the 30-day forbearance, with the payment deferred as agreed. 
Full investigation into XXXX conduct and all others that I have spoken to about this, and my account, including all recorded calls. 
Compensation for emotional distress, financial harm, and costs incurred. 

Failure to comply by XX/XX/XXXX, will compel me to pursue legal action for wrongful repossession, DTPA violations ( triple damages ), and FDCPA claims, alongside complaints to the Texas Office of Consumer Credit Commissioner, Consumer Financial Protection Bureau, and Texas Attorney General. I reserve the right to seek punitive damages for your contractors threats and your bad-faith conduct. 

Contact and Evidence Please respond in writing to the above address or XXXX. I have retained documentation ( payment history, FEMA letters, hardship proof ) and am prepared to provide it to regulators or courts. 

Your immediate action is required to mitigate the ongoing harm to my family. I expect a resolution without further delay. 

Respectfully,

Company response to consumer: Closed with explanation