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ACTION NEEDED!
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I'll begin with my positive feedback, I've had Westlake for about 3 years and since day one I've always made my payments on time, made larger payment amounts and they would not bother me at all. At one point I was unable to make a full payment and they
gladly deferred it to the end of my loan. No problems at all. I've been happy with Westlake, never had to complain before they have been completely understandable and worked with me until I spoke to this individual below who brings in the negative feedback.
Never had I experienced such a horrible service with their reps until now. I was transferred to whom claimed to be a -COLLECTIONS MANAGER JULIO JIMENEZ- I find myself in need of all the help I can get to remain in good standings with all, not just Westlake.
From the beginning of the call, just by the tone of his voice I felt it was not going to be a good one. I went over my account with Julio and he repeatedly kept talking over me, I would ask questions and he would cut me off demanding payment, HE rudely asked
ME to not interrupt him when he was not being of any help and ignoring my questions himself, def. a hard individual to try to get to communicate with you in a professional matter. I asked him to lower the tone on his voice, there was no need for attitude I
called in just fine ready to discuss my account. I was taking the attitude he was giving until he got very loud and rude, raised his voice. I had been respectful and expect the same. He seemed to just not care. Well after the issue with my current loan was
discussed I asked if there was anything he could do to possibly waive the Payment Process Fee and HE CARELESSLY GIGGLED! without trying to hide that obvious smile on the other side of the phone. I asked him why he was laughing at me? and HE RESPONDED with
-You're account is delinquent and you still want us to waive the payment process fee- ((clearly admitting to why he was making fun of me, at least Mute me to not be so obvious!!)) well hello my dear but if its delinquent I am need of help, don’t you think?
I felt he was so unprofessional. Him laughing at me due to my request really got to me, going through this financial hardship those $18.00 that you are charging me to process a payment sure brings a meal to the table to be able and feed my 7yr old son! Now,
because of the -COLLECTIONS MANAGER TITLE- he carries with the company I asked him if he was familiar with the Mini Miranda, He stated they do not fall under the FDCPA Guidelines (which explains why he did not read them to me). I am not sure why this company
exposes their business with incompetent managers. Some type of action needs to be taken on this individual. Him laughing at me, my struggle and made me cry on the phone. Westlake you need to be concerned about the way this specific employee is treating your
customers, if you don’t BBB will! on which I will be filing a complaint with BBB as well. This type of service is completely unacceptable in a Customer Service field. I am hoping corporate reviews this call and takes action, here is more than sufficient info
to help you locate the call if it is that they are in fact being recorded and PLEASE LISTEN CLEARLY TO IT: 12/19/2013 @ 11:05AM (714) ***-**73 is the number I called from, Call lasted about 15 minutes.
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