Consumer complaint received 2025-01-03 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: NC

Complaint narrative:
On XX/XX/year> I contacted Westlake Portfolio Management about getting an amount owed to bring my account current. I was referred to the Recovery department because they had an active repo order on the car.. anyway, I was given a payoff offer to close my account and get the title to the car. I told them I needed to talk to my husband about it. I called back to accept the offer and was given a better offer. I told them I would accept the offer however I wanted to have the agreement in writing. They told me they were sending it to me and I would have it in an hour. After more than an hour I had not received it so I called them back and was told that they couldn't send it to me cause there was an active cease and desist on the account. They told me to send them a letter asking that it be lifted so they could send me the letter and I did so. The supervisor told me that he was going to expedite it to the proper department and I should have the letter by XXXX XXXX rolled around and nothing. I called them back and spoke with the same supervisor who told me I needed to be patient and wait. He confirmed my address and information to send the title once the payment was received. I did not get that letter until XXXX hrs later after many phone calls. Each time they tried to pressure me into making a payment right then because even though we had an agreement they would not cancel the repo order until I paid them. I kept explaining that I was ready to make the payment but was not going to do so without that agreement. I kept calling and finally got someone to send it to me. I paid the amount agreed and was told I would have my title in XXXX days and if not to call them back. 

Fast forward to December XXXX XXXX  days later.. I had no title so I called them back. I was sent back to the recovery department and was told that the account was still XXXX! I asked why and he said they just never closed it! He said he was forwarding it to a supervisor to expedite closing the account so they could release my title. I got so mad, I hung up. I called them back XXXX  days later to verify that they closed my account and the account again was STILL OPEN! Again I was told that the account was being sent to a supervisor to be closed. 

Due to my complete lack of trust in them, on XX/XX/XXXX I tried to call to see if my title had been mailed and found that they had BLOCKED the phone numbers I had on file. I know this because I called from a different number and it went through. It wasn't until I put in my account information that the call was dropped, every single time. My husband had to call them and when he finally reached someone we were told that they had not released the title yet because the account was still open. When asked what the XXXX was going on, we were told that the last agent never closed it. THEN all of a sudden it changed to there was an error on the account. We went round and round with them and then the agent all of a sudden found that the title department sent it back to them because the address was incorrect. Mind you, I verified my address NUMEROUS times AND they have been mailing me stuff for years with no problems! Why all of a sudden was my address incorrect now that it's time to send me my title? The agent stated that they had to have a supervisor make that change and allegedly tried 3 times to contact a supervisor and no one was answering. I was furious! I asked him to try again to reach a supervisor and was placed on hold. He came back and stated that he still couldn't contact a supervisor but his coworker showed him how to change it himself. The address has supposedly been corrected now so we will see if I actually get anything. If not I will be filing legal action. When asked why they blocked me from contacting them he said it was because " I asked them to ''. Why?? Why would I have asked them to block me?? Especially when they still owe me the title that I was rightfully due?! That was absolute XXXX! 

It has been an absolute dumpster fire dealing with this company. Im not sure if they have incompetent people working there or if they are trying to scam people but I have documentation that I am to receive the title to my vehicle for which they were paid for per the agreement.

Company response to consumer: Closed with explanation