Consumer complaint received 2025-11-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: Westlake Services, LLC
State: TX

Complaint narrative:
b'Company: Westlake Financial ServicesVehicleXX/XX/XXXXIssue: Incorrect Credit Reporting / Mishandled Voluntary Surrender / Harassment / Vehicle Breakdown\nWhat Happened:\nI am filing this complaint because Westlake Financial has mishandled my account, incorrectly reported my vehicle status, and caused financial and emotional stress. Below is the full timeline of events:\n\t1\tMechanical Problems Before Surrender:My XX/XX/XXXX developed major mechanical issues. The catalytic converter failed, and shortly after, the transmission also failed. Because of these issues, the vehicle became non-drivable and unsafe. Repairs were extremely expensive and not manageable for me financially.\n\t2\tI Contacted Westlake Before Surrender:I called Westlake Financial and informed them that the vehicle was not drivable due to these major failures and that I needed to do a voluntary surrender. I was told to take the vehicle directly to the dealershipXX/XX/XXXX Voluntary Surrender Completed:I returned theXX/XX/XXXXto the dealership on XX/XX/XXXX The dealership confirmed the car was surrendered and left on their lot on this date.\n\t4\tWestlake Failed to Update Their System:Even though the vehicle was returned oXX/XX/XXXXWestlake did not update the surrender date in their system. Because of their failure to update it, my account continued to show past due.\n\t5\tCollections Calls Continued After Surrender:I continued receiving collection calls, even though the vehicle had been surrendered weeks earlier. This was stressful and unnecessary because the car was already on the dealership lot.\n\t6\tWestlake Incorrectly Labeled It a Repossession:Instead of treating it as a voluntary surrender (which I completed properly), Westlake began telling me the vehicle was being counted as an involuntary repossession, which is false and damaging to my credit.\n\t7\tI Called Westlake Multiple Times:I explained multiple times that the vehicle was voluntarily surrendered onXX/XX/XXXXand that the dealership had it since that date.\n\t8\tSupervisor Disconnected the Call:When I finally reached a supervisor to fix the account status, the supervisor hung up on me during the call. This prevented me from resolving the issue and is extremely unprofessional.\n\t9\tCurrent Problem:Westlake is still incorrectly reporting the status as a repossession instead of a voluntary surrender.They also failed to correct the surrender date toXX/XX/XXXXhis inaccurate reporting is harming my credit and violates fair reporting standards.\n\n Requested Resolution:\nI am requesting that Westlake Financial:\n\t1\tUpdate the account status to Voluntary Surrender, not Repossession\n\t2\tCorrect the official surrender date to XX/XX/XXXXStop all collection calls\n\t4\tProvide written confirmation of the corrected reporting\n\t5\tInvestigate the supervisor disconnect and the unprofessional handling\n\t6\tEnsure accurate reporting to all credit bureaus\nThis situation has caused unnecessary stress and financial harm due to Westlakes failure to correctly document the voluntary surrender and update their system in a timely manner.'

Company response to consumer: Closed with explanation