Complaint Review: Westlake Financial Services

I purchased a 1996 Grand Jeep Cherokee Laredo ($4,500) through a small dealership that worked with my credit. I was financed through Westlake Financial and have encountered nothing but problems with them.

It all started with the first payments. They had a direct deposit option through Wells Fargo, and since there was one across the street from my job, I figured it would be easy to do it that way rather than Western Union or Money Gram (where you had to pay a fee). I called their customer service number and told them there was an issue with my paycheck, and that I was going to make a partial payment via Wells Fargo, and mail the rest via mail by a money order. So that was that. I made a deposit through Wells Fargo, and a few days later mailed off a money order. A few weeks have gone by and I didn't receive any confirmation that my 1st month was paidbut I didn't really worry about, it just ran across my mind.

A week and half before my 2nd payment was due, the Jeep had gotten broken into, and was damaged. The windows were busted, and my friends belongings that were in the car were stolen. It cost me almost $400 bucks to fix the windows + match the correct tint. I called Westlake Financial to let them know about what had just happened, and that I needed to extend my payment until my next payday, which was 5 days after my billing date. The CSR told me that there was no problem, and that they will extend my date.

THREE days later, at 4:30am, a tow truck guy was banging and pounding HARD on my door. I live in a small complex, so this obviously woke up my neighbors. He was yelling that he was there to tow my car due to failed payments with Westlake Financial. Now I did not answer the door, because I had just woken up, and second I wasn't in the right state of mind to deal with it due to being angry. I had called WF at 8:00am RIGHT when they opened to get this matter resolved. This time around however, when I contacted CSR, they seemed to be less friendly and had no problems transferring me about 4 times, and putting me on hold for over 30 minutes. When I finally reached a CSR rep, he told me that the Jeep was repo due to NON-PAYMENTS. I was in a state of shock and basically said WTF? I told him that I made a deposit via Wells Fargo, and had mailed the rest of the 1st months payment via money order through the mail. He said that they never received it and to fax over the proof that I had made the payments. He also brought up that my 2nd payment was past due and I told him that I just contacted them because the Jeep had gotten broken into, and I had to wait till my next pay period to make the payment. I said it should be in the notes somewhere in my account, and he said no, there was no record of me contacting them about my 2nd payment or any record of deposit into Wells Fargo. If they never received my payment, then were did my money go to? I had asked him if they received my money order and he said no. So I faxed over the necessary documents to prove that I had paid. I called them back to confirm that they got the fax, and apparently they found out that they had the WRONG INVOICE/account number on my payment slip. When I asked for the total I owed so I could get my car back, the guy said $904.34. This was a week ago.

Now they are saying I owe $1112.34 due to more late fees. I told them I wanted a manager because I don't feel I should have to pay the TOWING FEES because I was not at fault for them printing the WRONG INVOICE/ACCOUNT number on my payment slips. The manager was rude, and basically gave me a f**k you, pay us round about it. I reminded the manager that they had printed the wrong invoice/account info on my payment slips and she responded that my account is technically in default and there was nothing they could do. They also said that the towing companies are contractors, and they need to get paid so to take up the $375 towing fee with them. When I asked for the tow truck info they refused to give it to me.

I am so PISSED that this company is not organized and is not willing to work for you. I'm even more pissed that this is technically their fault for printing the wrong invoice number on my payment slips and even more pissed that they wrongfully reposed it when they didn't have to.

I believe because of my poor credit, that they are taking advantage of me (and apparently other people). This company f**king sucks.

Richard
Los Angeles, California
U.S.A.