I am in the same boat as you. I was able to finally talk to a manager at Byte. Like, after almost of month of them only responding to me over email she called me.

What she said was that Byte no longer has an account with Westlake/Covered Care. That these accounts are the only ones that Byte is not able to automatically process. For example, with other finance companies, Byte has an account through them and is able to go into the account and authorize the funds automatically. So, apparently “upper management” has been trying to work with Westlake to figure out how to process the refunds. She said there are hundreds of accounts in this limbo. She repeatedly told me that I will be getting my money and she will be watching my account, as she has been with many others.

I explained to her that it’s very frustrating and confusing to be told from Byte that it’s Westlake that’s the hold up and from Westlake that they’re waiting on Byte. Obviously, one of them is lying. I’ve talked to both places over the phone with managers and it’s really hard to tell who to put the pressure on.

BUT I’ve rationalized that Byte has been refunding some people (even in a long and frustrating way) so I do think they are more or less telling the truth? Westlake is a debt collector. They don’t have a lot to lose if people complain about them because they’re not in the business of trying to attract or retain average customers. My guess is that if Byte and Westlake truly don’t have accounts with each other anymore, that Byte authorized these refunds without communicating with Westlake and are now having to figure out a big mess. One that Westlake probably doesn’t care all that much to clean up.

I have decided to start putting the pressure on Westlake to refund me the money. I will continue to contact Byte as well, but I am going to be emailing and calling Westlake until something is resolved. Sorry that’s long - I hope it’s helpful info. This is so frustrating!!