Consumer complaint received 2025-06-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Westlake Services, LLC
State: NJ

Complaint narrative:
I recently paid off my car loan. I am left with a balance if {$1300.00} due to fees accrued. I have been trying to speak with the XXXX, which is XXXX XXXX or also known as XXXX XXXX. Located in XXXX XXXX in order to get payment arrangements to pay the balance. As I do not currently have the money in full at this time. I also received a letter stating I could speak to a loan XXXX about making arrangements to pay the balance. On XXXX I called and was told flat out I have no options. Even with what the letter stated. I did not like how the call went so I called again later that day and asked for a XXXX. Was told to call back as no one was available. I called on XX/XX/XXXX since I was off of work and would have better time available make these calls. I was told I could set a payment of my previous monthly car payment amount of {$390.00}. I set that up with her with my checking account information. I called back on XX/XX/XXXX realizing I needed to wait until my next payday of XX/XX/XXXX to send a payment. That agent told me he could set if for XX/XX/XXXX and advised me to call on XX/XX/XXXX to cancel that payment and reset it to process on XX/XX/XXXX. I felt this to be weird since I have been given the run around but I asked him if everything was being documented and will reflect in my file what was said. He also advised me if I called again XX/XX/XXXX I would be able to get further assistance from the collections department since the account would then be XXXX XXXX past due. Again this balance are accrued fees. Not my car loan. I called back on XX/XX/XXXX. Was told theres was no collections department and sure I can make a payment on XX/XX/XXXX but this does not help me with any arrangements to pay the balance. They can not set any kind of plan to get this balanced paid. I must pay in full. I was put on hold multiple times in order for the agent to speak to a XXXX. As I was getting further confused with the mis information and lies essentially. She came back repeating what was already said mutiple times in our conversation. I asked to speak to the supervisor myself. I ws put on hold and she stated no one was available but I could request a call back. I gathered myself and stated I would wait for a call back. XXXX later to today. I have yet to get a call. I called to inquire and again I have to be questioned and belittle about the balance and why can I not pay the full balance. And that I have no arrangements options available. When I inquired about waiting for a supervisor call I was told I need to understand they are busy and XXXX is not too long. I hung up with that agent and called back. A " supervisor '' suddenly exists but states I should find a good friend or get a loan. And if I can not pay the full amount not to take too long paying so I don't risk repossession. I am quite frustrated and feel very disrespected as to how this has been handled .. or lack there of. I was forces out of my home in XXXX due to a toxic relationship I was in and lost the XXXX of XXXX jobs I had at that time. So life shifted since then. While I continued to make my car payments unfortunately they were always late because that was just the only way. But they were paid non the less. My health insurance premium has increased every year so that has changed my expenses as well. Also would like to note the dealership I got the vehicle from has been closed for many years so I could not reach out to them.

Company response to consumer: Closed with explanation