Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Westlake Services, LLC
State: VA

Complaint narrative:
To Whom It May Concern, I am submitting this complaint to formally request assistance and investigation into serious titling, registration, and loan servicing failures involving my auto loan and vehicle purchase. I am currently making payments on a vehicle for which I have no legal ownership or valid registration. 

On XX/XX/XXXX, I purchased a vehicle from XXXX XXXXXXXX XXXX XXXX, Maryland. The financing for this vehicle was provided by Westlake Financial, who is listed as the lienholder. 

On XX/XX/XXXX, just six days after purchase, I began experiencing mechanical issues with the vehicle. I immediately contacted the dealer, and on XX/XX/XXXX, the vehicle was towed back to XXXX XXXX. I also cont

acted Westlake Financial to inform them of the mechanical issues. I was advised to work with the dealer to roll the loan back due to the vehicles condition. The dealer kept the vehicle for approximately 30 days. I received the vehicle back between XXXX and late XXXX after being told the issues were fixed. However, on the same day I received the vehicle, the exact mechanical issues persisted. As a result, the vehicle was sent back to the dealer once again. The dealer kept the vehicle for an additional 30+ days.

Throughout this time, I remained in contact with Westlake Financial, keeping them informed of the ongoing mechanical issues and the fact that the dealer retained possession of the vehicle. Westlake Financial indicated they would contact the dealer to seek a resolution. Despite this, I received no follow-up or meaningful communication from either the dealer or the financial institution. 

On XX/XX/XXXX, the vehicles temporary tags, license tax, and registration expired. I contacted the dealer requesting updated registration or temporary tags, but nothing was provided. I again contacted Westlake Financial to notify them that I had no valid registration or temporary tags. No assistance was provided.

Due to the lack of action, I went to the motor vehicle administration to resolve the issue myself. At that time, I discovered that the vehicle was not registered in my name and had instead been registered to another consumer. I immediately contacted Westlake Financial to report this issue. I specifically raised concern that, as the lienholder, Westlake Financial would have had to sign off on the title for the vehicle to be registered to another individual. 

At the beginning of XX/XX/XXXX, I forwarded all documentation requested by Westlake Financial regarding the incorrect registration. Despite this, on XX/XX/XXXX, my complaint was closed with no resolution.

I again contacted Westlake Financial on XX/XX/XXXX and XX/XX/XXXX. As of today, there has been no correction, no title issued in my name, and no resolution provided.

Additionally, I made multiple documented attempts to trade out of this vehicle in order to mitigate my losses and remove myself from this situation. I contacted both the lienholder and the selling dealer while actively pursuing trade-in opportunities. Due to the unresolved titling and registration issues, I lost multiple viable trade offers. These opportunities would have allowed me to exit the vehicle with an approximate {$800.00} deficit, which I was fully willing to accept simply to resolve the matter. Because the vehicle was not properly titled or registered in my name, these trade transactions could not proceed, resulting in further financial harm.

I am currently making monthly payments on a vehicle that : - Is not titled or registered in my name- Was registered to another consumer without my knowledge or consent- Has been inoperable for extended periods due to unresolved mechanical defects - Has prevented me from trading or selling the vehicle- Has left me unable to legally drive or establish ownership This situation has caused significant financial and emotional distress. I am requesting that the CFPB investigate this matter and assist in compelling Westlake Financial to provide a proper resolution, which may include but is not limited to : - Immediate correction of the title and registration, or - Loan rescission or rollback due to improper titling and failure of ownership transfer, and - Appropriate remediation for payments made on a vehicle I do not legally own Thank you for your time and attention to this matter. I am seeking immediate assistance and resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation