Westlake Services, LLC

2018-10-30

Quartzsite, AZ

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: my credit report was obtained from the following companies without my authorization and is causing extreme damage to my credit score.
Company Response: Closed with explanation

Timely Response

2018-10-30

OH

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I have had the Loan with XXXX XXXX XXXX of the car i purchased in XXXX of 2018. I have been paying {$350.00} in the XXXX of every month till XXXX when without notice all our Contracts were sold to another company. Not one time did they report any of the payments on the account. I was told it would be 30 days since the opening of the car loan. That didn't happen, contacted the company at the end of XXXX to address issue and was hung up on multiple times. Asked to speak to manager and it didn't make a difference. After no notice of the change in company I was told by new finance company that XXXX XXXX has not reported any payments since XXXX of 2018. When i contacted Westlake Portfolio Management LLC in XXXX i was told that it would see it the first week of XXXX for it to report. Spoke to someone in the company beginning of XXXX that reports to the credit and she stated that i should see it in the next 5-7 days. I waited till XX/XX/XXXX when it was still not reported to my credit still and was told it would be escalated to a manager. Still heard nothing regarding this from Westlake about this issue. I spoke with them today and got two different stories from an employee and a manger that went from 30 days to 60 days and that its a transfer loan so its going to take much longer to report. They didn't give me a definite answer on whether or not it has been reported and filed, I keep being told you will should see it next month, and its not on my credit report. Its difficult because I keep being told you will see it next month and nothing is being reported and how are you supposed to rebuild your credit when you are making your payment of {$350.00} every month from XXXX till current month being XXXX and its not being reported.
Company Response: Closed with explanation

Timely Response

2018-10-25

Incorrect information on your report

Vehicle loan or lease: Loan

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-10-25

Aurora, CO

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-10-25

MI

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I had a loan with Westlake Financial that was paid off at the end of 2016 when I refinanced my home and paid off all my debt. Westlake paid the loan but reported the title company that sent the check to the DMV in California as the new lien holder. The title was never cleared for me and nothing was ever sent to me. I called Westlake to help and they have refused to correct the matter. My title company even got involved to ask if they will correct it and they hung up on us. All of these calls are most likely recorded and should be there for review. The DMV said the title company could write a letter explaining what happened and we did but I am still unable to get the clean title. I have no way of doing anything with my car because of this and the company that caused the problem is refusing to fix it.
Company Response: Closed with explanation

Timely Response

2018-10-24

Magnolia, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: Westlake Financial Services financed our XXXX XXXX XXXX, in XX/XX/2017, I called Westlake and spoke with a representative to ask for assistance because my payment was late. The female representative noted my account and told me as long as I made the payment I did not have to worry about repossession of the vehicle. However, on approximately XX/XX/2017, my husband contacted Westlake Financial Services to request a payoff of the XXXX XXXX XXXX, because he was attempting to trade the vehicle in for a vehicle with a more affordable payment. The man representative he spoke with, began telling my husband he needed to make a payment first. My husband explained he was not able to make a payment at the time, however I was going to make one. The representative still would not tell my husband the payoff amount. My husband then explained that he was trying to trade the vehicle in for another vehicle, which is why he was requesting the pay off amount, therefore the vehicle would be paid off in full. The representative and my husband exchanged words, however the representative never provided the vehicle payoff, he stated he would email it to my husband, which he did not do. He instead made a note in the account that my husband refused to make a payment and stated that my husband wanted the vehicle picked up, because we were purchasing a new one. My husband never stated that, however several days later our vehicle was repossed. I requested to speak with a supervisor immediately and requested the telephone call be reviewed because my husband had made no such request. The representative was simply upset because my husband could not make a payment while speaking with him, so he utilized his position to be vindictive and create unnecessary expenses to our family while we were already struggling. I never heard anything from my complaint or request to have the telephone call reviewed. To make matters worse I recently discovered Westlake placed a repossession on both my husband and my credit, which will affect us in a negative manner in more ways than one for years. Most Westlake representatives are professional and helpful, however some of them are abusive and utilize unfair tactics against loyal customers. The representatives always state the call is being monitored, however when they are being unprofessional the call can never be located.
Company Response: Closed with explanation

Timely Response

2018-10-24

Las Vegas, NV

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with the interest rate
Company Response: Closed with explanation

Timely Response

2018-10-23

Los Indios, TX

Communication tactics

Debt collection: Auto debt

Frequent or repeated calls
Complaint: They call me every single day begining at XXXX XXXX all the way until after XXXX XXXX i receive about 6 calls a day for almost 2 months now. i have already told them to stop callimg me because my phone number they are calling to belongs to my XXXX year old son. So instead they will put a vocie machine to talk for me to contact them.
Company Response: Closed with explanation

Timely Response

2018-10-19

OH

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I signed a car loan in XX/XX/XXXX. Since then, due to thousands of dollars in repairs, the loan company allowed me to get an extension on a monthly payment 3 or 4 times. I was told that in getting the extension, it would merely extend my loan by that many months. In XXXX or XX/XX/XXXX, my Loan was transferred due to bankruptcy. The new loan company has conducted business by collecting monthly payments and continuing to confirm how many I have left before my loan is paid off. That is, until XX/XX/XXXX. I called to make a payment and was told I owe a balloon payment. I have never been told of a balloon payment in the life of this loan. They are now threatening to take my truck if I do not pay $ XXXX+ a per diem interest. One of their employees told me " that's what this kind of company does. They get you to the end of the loan and then tell you to make a payment that most people can't afford. Then they repo the property, resell it and still have you in debt for the rest ''
Company Response: Closed with explanation

Timely Response

2018-10-19

Fayetteville, NC

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-10-18

Communication tactics

Debt collection: Auto debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-10-18

Ampthill, VA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-10-18

Cols, GA

Communication tactics

Debt collection: Auto debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response

2018-10-16

Lawrenceburg, TN

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: I have requested bill of sale from Westlake Financial from where they sold the car i had. They repossessed after agreeing to a partial pay for one month. I have only gotten the bill, no XXXX where sold or any other items.
Company Response: Closed with explanation

Timely Response

2018-10-15

Mabank, TX

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2018-10-15

AR

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: I received a letter from a WESTLAKE FINANCIAL SERVI stating that I had an account with them and owe them {$12000.00}. I have no knowledge of this account. I mailed a letter to WESTLAKE FINANCIAL SERVI on XX/XX/2018 asking them to VALIDATE not VEFIRY this account they claim I had with them or remove it from my credit report immediately if they can not provide me with suffice documentation. I have yet to receive any VALIDATION of said debt. Please have this account removed from my credit report as soon as possible as it has resulted in defamation and misrepresentation of my credit.
Company Response: Closed with explanation

Timely Response

2018-10-13

Santa Ysabel, CA

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Title loan

Complaint: This company is a fraud and de fraud me I agreed to a 12 % apr on XXXX title loan and had my head ripped off with a GIANT 68 % rate I DID NOT agree to this I was told my rate would be 12 % then I look up Westlake it looks like you the cfpb have fined them XXXX XXXX dollars and my loan XXXX if you can call him that was indicated for fraud from the FBI My " Esigned '' loan documents show 68 % which are forged!!!!
Company Response: Closed with explanation

Timely Response

2018-10-11

Philadelphia, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I financed a vehicle in XX/XX/XXXX and in early XX/XX/XXXX had a very bad car accident I had full coverage on the vehicle but the adjuster never totalled the vehicle out although they verbally said they would and it left me with an unpaid balance of over XXXX and it remains on my credit report even though the account has been closed.
Company Response: Closed with explanation

Timely Response

2018-10-09

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Company Response: Closed with explanation

Timely Response

2018-10-08

OH

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On Monday XX/XX/2018 My wife and I called into the company to ask if we had any pending or scheduled payments that were going to be coming out. The lady on the phone told us no and that nothing will be taken out. On Wednesday XX/XX/XXXX {$240.00} came out and made our account negative. We never authorized that payment and if there was a scheduled payment which nothing showed online or in the app that we had one then nothing should have been taken out. When we called the Monday before we were going to cancel any pending payment so when they told us no that there were no pending payments is where i have a problem. We called that same day ( Wednesday ) and the guy on the phone told us it would be 24-48 hours and gave us a confirmation number of XXXX. So on Friday, XX/XX/XXXX the money was still not back into our account. We called and spoke to another guy. He said he doesn't know why it was never refunded and said that he would like to expedite the process and asked me to send and email with a voided check. i did that and asked when this would would be back into my account and he said 24-48 hours. So on XX/XX/2018 the money still wasn't into our account. We called and spoke to the " supervisor '' and she said it will take 24-48 hours and i asked about the overdraft fees she asked us to send in proof which we did and she advised that she will send it over to the accounting department so we can get our refund. So on XX/XX/2018 we still haven't gotten our money. We called and asked where it was at and they said that since we were set up on recurring that it was going to be mailed to us. Told them that everyone else we have spoken to has told us that it will be going into our bank account not getting mailed and that we want our money back now. So today XX/XX/2018 we still haven't received anything. We called again and told them that we are done with them and just want our money back. Guy on the phone said the check was supposedly mailed out on XX/XX/XXXX but only for the payment amount not for the overdraft fees as well. We sent in more documentation for that and he said he will expedite it. I just want our money back. I have never had a place like this give us a run around and cause us so much harm in our financial life. Normally when they give the days it will be refunded it normally is refunded. I have gone days without eating or money for gas because we haven't had money because they lied to us so many times. it should have never taken this long.
Company Response: Closed with explanation

Timely Response

2018-10-04

Soquel, CA

Problem with a credit reporting company's investigation into an existing problem

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Complaint: I have a loan with WESTLAKE FINANCIAL SVC. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and WESTLAKE FINANCIAL SVC with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/2017.
Company Response: Closed with explanation

Timely Response

2018-10-03

Milwaukee, WI

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: To whom it may concern, In the week ending XX/XX/XXXX, I accidentally submitted a double payment to my auto loan payment processor for XXXX. A single one-time payment was made for XXXX which covered my XXXX payment, and when I tried to setup recur pay a 2nd payment was made also for XXXX. I called immediately and was told that the 2nd payment would be reversed and the recur pay cancelled. Today on the XXXX, I was told by your agent that the payment was reversed on the XXXX ( initially told it was reversed on the XXXX ). Either way I should have received the payment to my account by the XXXX. When I called the talked to an agent they could not give me a transaction number or verify how the refund was sent. I have since spoken with XXXX XXXX an account manager who told me that within 72 hours she would have an answer for me. To date she has not, and has not return my phone calls. It seems that you have no intention of refunding the over-payment so I have reached out to the CFPB for assistance. I believe that XXXX XXXX XXXX XXXX is intentionally delaying the refund with the hopes that I might not want it ( apply it to a future payment ), or they have no intention of refunding my money at all. Agents have repeatedly made the false statements that if I a receive a refund for the 2nd payment I would owe for XXXX and that I have missed a payment with Honor finance. I have a perfect payment history with XXXX XXXX. These statements should be illegal if made intentionally, which I believe they were. XXXX are transcripts of the conversations that I have had with XXXX XXXX XXXX. XXXX AUDIO RECORDING NOTES XX/XX/2018 - starts at XXXX mark I was told that the refund was processed on the XXXX. The agent was unsure how it was sent and if went by ACH it would take 3-5 business days. I spoke to my bank the same day and I was told that they saw nothing for that amount. XX/XX/2018 - starts at XXXX mark I was told that the refund was sent on the XX/XX/XXXX for the amount of XXXX, not the XXXX. I spoke to my bank the same day and I was told that they saw nothing for that amount. The agent returned and informed me that they would have to research the refund. What account it went into and how the refund was sent. I was asked how I made the payment and mistakenly said through an agent. I made the payment through their website but spoke with an agent after the mistaken payment. She then said that if they do refund the second payment then I would owe for XXXX, which was false. My XXXX payment was made through XXXX XXXX, the original lender, and the XXXX payment was the 1st payment I made online through the https : XXXX XXXX I then told the agent that I was going to talk to bank again and to my states consumer protection office. The agent did ask for my bank information which I did not give because I was worried they would try to withdraw the amount a second time. XX/XX/2018 starts at XXXX mark The agent says that they did not get my XXXX payment but the payment is shown on my account page. Each time I called they tried to say that if they send the refund it would put me behind a month. I was then transferred to XXXX XXXX, an account supervisor, who verified my address, the routing and account number and told me that she would research the refund and would in contact with me in 24 to 72 hours. She read back to me my bank information which I verified as accurate. I was told that a paper check was the normal method of issuing a refund. I also asked for a transaction number for my bank and her contact information. XX/XX/2018 starts at XXXX I attempted to speak with a supervisor to get an update but was told that the refund was pending in their system. He told me that XXXX XXXX would call me once she confirms with their accounting department how the refund was sent. XX/XX/2018, 2018 starts at XXXX I attempted to get an update regarding the refund but was told there were no supervisors available for me to speak to. I called 3 separate times before I was able to speak with a supervisor. I was told that he would email XXXX XXXX and request that she call me with an update. As of today, It has been 2 weeks and XXXX XXXX has not reached out to me by phone or email with the status of the refund. On three occasions I was not allowed to speak with a supervisor, and told that if they issue a refund I would owe for XXXX. A payment I made on XX/XX/2018 and shows on my account page. How can they not know how they sent the refund? How can they not have detailed records that allow them to trace payments both incoming and outgoing. Their repeated statements that I missed a payment and the refund would result in me paying for XXXX a XXXX time were false and meant to dissuade me from wanting the refund. Not allowing me access to a supervisor was inappropriate, to say the least. I am asking for your agency to help me recover the XXXX that is mine and if any inappropriate or illegal actions were taken against me be dealt with accordingly. Attached file : Audio recordings of the of phone conversations XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX Wisconsin XXXX
Company Response: Closed with explanation

Timely Response

2018-10-03

Boise, ID

Communication tactics

Debt collection: Auto debt

Frequent or repeated calls
Complaint: XXXX took over my car loan. the repedetly call me its 3-4 times a day all with in three hours. i called them asked them to stop calling they said they will call over and over tell they get me. i have never even been late on a payment and they harrass me
Company Response: Closed with explanation

Timely Response

2018-10-02

TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with personal statement of dispute
Complaint: Westlake Financial Services has placed false & incorrect information on my credit report, which I filed a dispute for with XXXX. They reported payments made from XXXX - XX/XX/2017 and no payments were ever made. The papers for the original loan were not completed until XX/XX/2017, how could payments be made XXXX, XXXX & XXXX when the loan didn't exist yet? Once the loan was processed with the paperwork by my son, not me and we left the XXXX XXXX XXXX XXXX XXXX dealership the truck broke down and went through repairs over the next 3 weeks. My son was told, by XXXX XXXX ( Manager ), what to say to the bank when they called him or else he would not be able to keep the truck, so he did 3 days after the purchase speak with the bank rep and told them what he was told to say ( which was written on his envelope by Manager ; Down Payment {$8500.00} ( which was not given, there was a trade in ) / Drivers : my son and me only & the truck runs good ) while the truck was in the shop with a " promise '' all would be fixed. Over the next 3 weeks it was back at the dealership 4 times, the last time it was to be repaired locally, when we spoke with the dealership. After this the dealership closed down and disappeared when we tried to return the truck. The bank told us they have no title for the truck and they don't want it because they can not do anything with it without a title and we informed the bank no payments would be made on the auto loan due to us being given false information and no proper repairs to the truck. This was when they told us they could do nothing with it and had numerous other auto loans from this dealer that they also had no titles for and would be processing a complaint and lawsuit against the dealership if they could find them. The first dealings with the bank about no longer wanting the truck, nor needing the loan was around XX/XX/2017, which was within the first 30 days of the paperwork being processed. The bank was also notified that we tried to return the truck to the dealership which was when we discovered they were gone from the site and no longer answered any calls on any numbers that we had. We do not have possession of the vehicle, no payments were ever made on the loan, I never signed anything for paperwork on this loan, the dealership Manager, XXXX told me I was not needed on the loan, but somehow I was added on the loan when the papers were signed electronically. The only thing that I signed was an We Owe document stating what the dealership agreed to repair on the truck as part of the loan agreement and a few other docs that the dealership explained were for their use only due to me being his parent and his first loan, but it would solely be his responsibility, not mine. Then he specifically told me when I asked that I didn't have to be the cosigner on the loan and my son could be on the loan by himself. I did not sign loan documents ( My son has copies of the loan docs that he was given which will be attached ), therefore the bank should not be able to legally file anything on my credit report. Copies of documents referenced are attached to this complaint. Also, aside from that I feel that the fact is this bank is crooked and files false information on peoples credit reports like mine and my sons. I want this removed from my credit reports, all 3 bureaus. If I can not get this resolved without having to take legal action, my next step will be to pursue a law suit against Westlake Financial and anyone else involved in the false reporting of information to our credit reports therefore causing distress and excessive upfront costs due to the drop in credit scores and unable to proceed with certain other endeavors to improve our lives, ie .... Purchasing a vehicle that does run, purchasing a home, refinancing our home.
Company Response: Closed with explanation

Timely Response

2018-10-01

Las Vegas, NV

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem related to refinancing
Complaint: I have stage XXXX XXXX and have been trying to refinance my car with my credit union. My credit union requires a copy of the title so that they can confirm that no one else is on the car title. Westlake has been refusing to provide the information to my credit union. Westlake said they require the request come directly from my credit union and not myself. When my credit union requested the information, Westlake said they would provide it in a couple of days. The required documentation never showed up. Now Westlake says they will not provide the information needed to refinance my vehicle as i battle this XXXX and can no longer work. It has now been over 30 days and my refinancing attempt must start all over again, which means running my credit again. This is grossly effecting my fiances and my credit reporting since i now have multiple inquiries that should not be necessary.
Company Response: Closed with explanation

Timely Response