Consumer complaint received 2025-04-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: Westlake Services, LLC
State: CA

Complaint narrative:
Loan Transfer Obstruction, Call Misconduct, and Risk of Unlawful Repossession My auto loan is being transferred from XXXX XXXX  to Westlake Portfolio Management ( XXXX ) beginning XX/XX/year>. I began calling today, XX/XX/year> to request urgent clarity regarding : The exact payment amount and due date required to prevent default or repossession Whether late charges from XXXX Bank would be deferred to the end of the loan, as originally confirmed during my current loan with XXXX XXXX Written documentation and verbal confirmation of my account status, payment expectations, and the effective date of the loan transfer This information is critical, as I am attempting in good faith to prevent repossession and maintain my vehicle, which is essential to my income and survival. 

However, Westlake Portfolio Management has made this impossible. Heres what occurred : Call XXXX : I spoke with a representative named XXXX XXXX shortly before XXXX PST today XX/XX/year> who stated they assist with XXXX XXXX loans. I asked about payment obligations and deferral of late fees and expectations. She stated fees may be tacked on at the end according to my agreement with XXXX XXXX and transferred me to a supervisor upon request for answers to my other questions including a specific monetary value that must be paid prior to XX/XX/year> to avoid reposession. The supervisor hung up immediately during the introduction. 
Calls XXXX and XXXX : I called back XXXX additional times, and each time the call was disconnected within the first few seconds, before I could speak with a representative. 
Call XXXX : I reached another representative, a gentleman who did not introduce himself, who repeatedly stated I dont know to all my questions, refused to escalate or transfer me, and said repeatedly, We cant provide any information. Including when asked what their policies, procedures and expectations are with a customer taking out an auto loan directly through them. 

All of these calls were stated to be monitored and recorded. I verified my identity during every attempt and spoke respectfully. I have also submitted a written complaint through their official contact page at https : //www.wpmservicing.com. 

I am trying to make arrangements and prevent loss of my vehicle. I was not provided with : The payment amount due prior to the loan transfer Written confirmation of terms Any guidance on how to resolve my account XXXX that repossession will not proceed due to their obstruction At this point, Westlakes failure to provide information appears deliberate and may be a tactic to initiate repossession while keeping me in the dark. I have experienced job loss XXXX times in the last XXXX years, financial hardship, and this vehicle is my only source of transportation and income currently. Losing it would put me in crisis and risk of being homeless. 



Requested Resolution : XXXX. I want written documentation of my current account status, payment obligations, and deferral terms regarding late fees. 
XXXX. I want confirmation that no repossession will occur while this investigation is pending. 
XXXX. I want an investigation into Westlakes conduct, the agents repeated disconnections, and failure to provide any information on a transferred loan. 

I want to be clearI am not trying to avoid payments. I am actively trying to contact Westlake Portfolio Management to make arrangements and get clarity, but they have made it impossible. I am asking for information so I can make payments and keep my loan in good standing. Instead, I have been met with silence, hang-ups, vague responses, and flat-out refusal to provide any information on how to prevent reposession prior to and after XX/XX/year>. 

I am currently experiencing significant financial hardship. I have lost multiple jobs due to layoffs and restructuring over the past few years. I now rely on this vehicle to work and survive. If repossession occurs due to WPMs failure to provide clear terms or written communication, it would not only jeopardize my job and incomeit could cost me my housing, safety, and ability to meet basic needs. Im doing everything I can to stay afloat, and I need support and accountability to ensure Im not targeted for something I can not even access or resolve. 

I am not comfortable relying on verbal statements given the confusion and disconnections. I am requesting written documentation of my current loan terms, expectations, deferral status, and any options to avoid repossession prior to and after the loan transfer from XXXXXXXX XXXX to Westlake Portfolio Management on XX/XX/year>. 


If this issue is not resolved promptly, I will also be filing complaints with the XXXX XXXX XXXX  XXXX XXXX XXXX XXXX and seeking legal assistance if repossession is attempted without transparency.

Company response to consumer: Closed with explanation