Consumer complaint received 2024-11-01 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: NM

Complaint narrative:
We took out a loan for a XXXX  XXXX XXXX with Westlake Finacial Services .

We paid promptly and on time until I lost my second income.

We immediately contacted Westlake Financial Services notifying them of our situation and discussing options while I tried to replace the lost income from the second job.

WFS agreed to take minimal payments ( {$50.00} ) each month until I could secure additional employment.

On the third month of this agreement, WFS indicated that this agreement was no longer offered and that we must pay the full amount due each month and denied any acknowledgment of our minimal payment agreement.

We have been struggling to make any payments but have maintained the at least {$50.00} a month payment since.

We were told by several representatives of WFS that they have a loan rewrite department that could alleviate our situation. Not 1, Not 2, but several agents informed us of a rewrite department. 

We requested a rewrite but were told we don't meet the requirements for a loan rewrite. I asked specifically for the requirements of a loan rewrite but was denied any information on how I could get our loan rewritten. 

Requests to speak to the loan rewrite department have been categorically denied citing various reasons from, they don't have a number I can transfer you to, to they don't speak with customers as they are not trained in customer care. And several now stating they don't rewrite loans and do not have a loan rewrite department. 

recently an agent spoke with my wife and requested a {$100.00} payment so that she could forward our loan to the rewrite department. We made that payment and attempted to contact that agent with her extension number. When my wife asked to speak to " XXXX '' she was told by the agent that they could not transfer calls. 

We have been lied to and deceived by the practices of Westlake Finacial Services. They call non-stop demanding payment even though I have stated over and over again, that we are broke, we can't make the full payment. I have asked repeatedly to speak to the loan rewrite department and now all agents say they don't have a loan rewrite department. And they don't rewrite loans.

Fine, when I ask to continue to make our minimal payments and have them push any payment and interest to the end of the loan that is now being categorically denied.

They appear at this time to only wish to repossess the vehicle and not work with us at all.

Now when they call they often just hang up on us after we answer the phone.

We intend to repay this loan, as soon as feasibly possible. I am getting an insurance settlement from a car crash that will allow us to simply pay off the entire loan. However, WFS has indicated that they will not allow the time for our settlement to be processed so we can pay off the loan. 

They stipulate that we must just refinance the loan, through another company. 

Needless to say with the loss of our second income, my credit has tanked and there is no other companies that will refinance the loan. 

What we need is a delay before repossession, acceptance of our minimal payments for now, and to place any interests or penalties to the end of the loan so I can pay this loan off within the next few months with my insurance settlement.

Company response to consumer: Closed with explanation