Consumer complaint received 2025-06-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: Westlake Services, LLC
State: VA

Complaint narrative:
I purchased a used vehicle that was financed through Westlake Financial services in XX/XX/XXXX. In XX/XX/XXXX, I was told that I could move my payment to the middle of the month. The original payment date was in the first week of the month. I agreed to move the payment. I also gave Westlake Financial Services access to my bank account for automatic draft or an XXXX the Financial company did not move the payment instead they took XXXX payments of {$480.00} each which caused me financial hardship. It was very difficult to get the finance company to put the extra payment back in my bank account. I was treated very disrespectfully. The customer service representatives were very belligerent. They were outright bullies. In XX/XX/XXXX the car was first repossessed without my knowledge. I had a promise to pay set up. It was XXXX month behind the day before the second payment wouldve been due the car was Repossessed. I paid the debt that I was told would be accepted so that the car would be returned to me. The company that repossessed the car claimed that they did not see the payment. I was in constant contact with Weslake Financial services asking why I could not retrieve my vehicle, to no avail by that Friday the car was sent to XXXX auction in North Carolina. I constantly asked to speak to supervisors. I did not receive the help that I needed so I wrote an email to XXXX XXXX XXXX, the founder of Weslake Financial Services. I received a response from his office. They didnt help. I was told that I was told that the car was going to auction. This person had to call me back after checking their records even after he said he heard on the recording that I was told that. The recording had to have been manipulated. When I was finally contacted again. I was told that the car was on its way back from North Carolina but yet I still had to find a way to go to XXXX Virginia to pick it up. The financial hardship caused me to be evicted, and my bills to not be paid. These abusive and deceptive practices caused my XXXX to be triggered as I struggled to keep the vehicle since my payments were basically going towards interest and not the principle of the loan. The car was repossessed again. I had to do a title search to find out what happened to the car. They never told me what repossession lot had it. They were still calling me for payments months after the car had been repossessed sold and retitled. I had to make them aware that I knew that the car had been retitled then they sent me documentation saying that the car was sold.The harassment, indignant and belligerence from the Customer Service representatives was degrading. Taking my money out of my bank account that they did not have the right to take then taking the money that I had paid to get the car back when it was repossessed in XX/XX/XXXX and still sending it to auction was deceptive. Gaslighting me about moving the payment due date and stealing my money from my bank account then repossessing the car is the most painful, embarrassing and XXXX

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