Consumer complaint received 2026-03-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Westlake Services, LLC
State: FL

Complaint narrative:
My husband is XXXX XXXX in the United States XXXX and has started boot camp XX/XX/XXXX. On XX/XX/XXXX, I emailed the XXXX XXXX Department of Westlake Financial Services ( XXXX ) for my auto loan. I included all Military documents available provided by my husband : XXXX XXXX contract forXX/XX/XXXXyears,XX/XX/XXXXyears reserve, his XXXX XXXX orders, and our marriage certificate with the request of lowering the interest rate on the vehicle to XX/XX/XXXX as industry standard. Westlake replied on XX/XX/XXXX stating they have received my request and can take up to XX/XX/XXXX days for investigation for approval. I then received an email on XX/XX/XXXX from Westlake Financial stating that my SCRA request has been denied, as I am the sole person on the account, I am not the XXXX XXXX service member as their SCRA Policy only applies to account holders, and not the account holder 's spouse. " The request was submitted by a dependent - SCRA protections apply only to servicemembers who are parties to the financial obligation and are under valid military contract. Dependents are not eligible to receive SCRA benefits unless the servicemember is the borrower and meets all qualifying criteria. '' I replied to the response on XX/XX/XXXX with an appeal of the result of the request clarifying that all of my other financial institutions have granted me the protections as our household income is going to materially affected with an XXXX XXXX income. I requested the protect be extended to me as an industry courtesy. I explained that I was aware of the DOJ Regultory XXXXversight with Westlake Financial in the past and would prefer to resolve this matter directly with Westlake vs escalating to CFPB. I re attached my husbands XXXX XXXX orders to the email. I received a blunt response from Westlake financial on XX/XX/XXXX stating " The account isnt eligible for SCRA benefits because the active-duty servicemember is not listed as a party to the contract. Frankly the Department of Justice matter has no bearing on your situation, and it should not be treated as if it does. '' I've had this auto loan with them since XXXX, the loan has been on autopay, so it is very rare we miss a due date. It is extremely disappointing not to be extended the SCRA protections from Westlake as spouse, as being married to a servicemember is severely going to affect my quality of life, responsibilities, access, income, capabilities, ... the list can go on forever. All of my other creditors such as XXXX XXXX, XXXX, XXXX XXXX, XXXX have extended the standardXX/XX/XXXX or less to my accounts, whether my husband was attached to them with me or not. It is quite insulting to deny protections to families of the XXXX XXXX as they are the ones who are protecting the freedoms for all, including the Westlake employees civilian lives.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation