Consumer complaint received 2026-03-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Westlake Services, LLC
State: NM

Complaint narrative:
CFPB Complaint Wrongful Repossession Based on Inaccurate Account Information and Policy Violation I am filing a complaint against Westlake Financial regarding the repossession of my vehicle on XX/XX/XXXX. At the time the repossession order was placed on XX/XX/XXXX, and executed on XX/XX/XXXX, my account was only 15 days past due on the XXXX payment, which we had been trying for 2 weeks to set up an arrangement for payment with them to no avail, and no notes were made to the account. They continued to bully us into making 2 payments, 1 of which we had already made and continued to tell us that our account was over 40 days late. A representative from Westlake Financial confirmed that the companys stated repossession policy is 30 days past due. Therefore, my vehicle was repossessed before the companys own stated policy threshold, making this repossession wrongful. Additionally, my XXXX payment was made, although late. Westlake Financial misapplied this payment due to an internal system error, causing their system to incorrectly report that both XXXX and XXXX payments were unpaid. The repossession agents paperwork stated I was 45 days past due and owed {$1500.00}, which was inaccurate and based on their system error. Westlake has acknowledged internal errors and issues with updating my account and contract, but the repossession proceeded regardless. I was actively attempting to make my XXXX payment on XX/XX/XXXX, the day of the repossession. After the repossession, I spoke to several representatives and a supervisor about getting this fixed and on XX/XX/XXXX at XXXX I spoke to another representative to make my XXXX payment as requested the night before AFTER the Repossession and I was told I must pay approximately {$2500.00} to recover my vehicle. This amount includes : A XXXX payment that was already made A XXXX payment Late fees Repossession, towing, storage, and release fees I also have a recorded phone call in which a representative stated that even if I make my XXXX payment, my vehicle will not be returned unless I pay all repossession-related fees. I then just spoke with another representative on XX/XX/XXXX at XXXX with recorded audio that told me now I just owe my XXXX payment, with the Repossession fees and that the full amount of {$1500.00} will be due before I can get my vehicle back, and then it will take 1- 2 business days after that for me to get by vehicle. I asked Was the repossession decision based on my account showing 45 days past due? she acknowledged yes, I then followed up with That information was incorrect due to your internal errorso why am I being charged for a repossession based on false data? she could not answer this but advised she would add it to an email to a supervisor. I dispute these charges. The repossession was initiated before the 30-day threshold stated by Westlake, and it was based on inaccurate account information caused by their internal error. I should not be responsible for fees resulting from this wrongful repossession. I am requesting : Immediate correction of my account to properly reflect my XXXX payment Return of my vehicle without requiring payment of repossession, towing, storage, or related fees Removal of any late fees associated with this error Written confirmation that no negative credit reporting will occur due to this incident A full investigation into the circumstances that led to this wrongful repossession Legal and Regulatory Note : XXXX Financials actions may constitute a violation of the Consumer Financial Protection Bureaus rules regarding unfair, deceptive, or abusive acts or practices ( UDAAP ), as well as violations of the Truth in Lending Act ( TILA ) regarding accurate account statements and proper payment application. Proceeding with a repossession before their own stated policy and demanding fees caused by their error exposes the company to regulatory scrutiny and potential liability. I have documentation supporting my claims, including payment records, my contract, and recorded communications with Westlake Financial. This situation has caused significant financial and personal hardship, and I am requesting prompt resolution. I have submitted, our current contract with Westlake Financial with all signatures visable, as well as a confirmation for our XXXX XXXX showing we did make the payment for XXXX and we were in fact not 45 days past due like they stated at the time of Repossession. I have more information as well as recordings of conversation if it is needed.

Company response to consumer: Closed with explanation