Consumer complaint received 2025-01-10 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Westlake Services, LLC
State: FL

Complaint narrative:
I am filing this complaint against Westlake Portfolio Management ( operating under the name XX/XX/XXXX ) regarding issues I have encountered with accessing my account, updating my payment method, and the potential impact on my credit. I began a dental aligner treatment with Byte in XX/XX/year>, which was financed through a monthly payment plan administered by XX/XX/XXXXThe total cost of the treatment was {$2400.00}. I have consistently made my payments on time and set up automatic withdrawals through their online system. However, several issues have arisen that I am unable to resolve, and I am now concerned about the impact this will have on my credit. 

Inability to Access Account : My credit card on file was compromised due to fraudulent activity, and I needed to update my payment method. 
I attempted to log in to my account using my correct username and password, but I received an error message stating that one or both were incorrect. 
I tried to reset my password, which worked on XXXX website but not on XXXX 's website. I received an error message on the XXXX website stating " No valid user account found. '' When attempting to register a new account, I encountered another error message saying, " Sorry, currently our systems can't process your request. Please contact customer service at ( XXXX ) XXXX. '' Failure to Resolve Access Issues : I reached out to XXXX customer service by email and phone multiple times, but I have not received a response. 
The XXXX of XXXX, XXXX XXXX, initially reached out to me and informed me that there were no blocks or restrictions on my account, but she instructed me to contact customer service for assistance. I had already attempted to contact customer service by email and phone multiple times without success, but still received no response. 

Fear of Account Delinquency and Credit Impact : Despite my efforts, I have been unable to update my payment method, and I am concerned that my account will become delinquent, potentially being sent to collections. This would severely impact my credit, which I have worked hard to improve. 
I am uncomfortable providing my new card information over the phone or by email due to concerns about security, especially given the lack of responsive customer service from XXXX. 

Concerns About Business Practices : Given the lack of access to my account, failure of customer service to respond, and the difficulty in resolving a simple issue, I believe that Westlake Portfolio Managements practices are suspicious and possibly predatory. 
I am deeply concerned that their lack of communication and refusal to help could lead to unjust harm to my credit and financial standing. 

I respectfully request the CFPB investigate this matter and assist in ensuring that Westlake Portfolio Management provides a viable solution to update my payment method and avoid negative consequences for my credit. If this issue is not resolved, I will be forced to consider taking legal action. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation