Consumer complaint received 2021-01-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Yes I lost my job due to XXXX pandemic and I being on a economic hardship, I get unemployment every to weeks and the amount I'm being approve for to received is {$200.00} a week. I've being working with Wells Fargo Auto about my payments and the amount I can pay. My account with Wells Fargo Auto has being pass due for 120 days but due to covid-19 pandemic. I started paying my on my account back in XX/XX/XXXX and XX/XX/XXXX. When XX/XX/XXXX came around I didn't I have all of the funds to pay my monthly payment of XXXX due to the Unemployment website crashing so that I can request pay from the site but the site was down and I couldn't request any funds on the site because of that and that cause my request of funds to be delayed and push back the next payment release that would be a week or two delay. I spoke with Wells Fargo about the issues, but due for my account being 120 days late on XX/XX/XXXX the account charged off and I was force to come up with the remaining balance of the payoff of the car which will be {$12000.00} or make 3 months installments of that. I talked with Wells Fargo about my economic hardship to see what they can offer and I was told I already exhausted all my options of them helping me with my account. I applied for Wells Fargo Deferment due to covid-19 and that I couldn't apply for it again. I made sure I was in contact with Wells Fargo about everything about my account and what I planned to help my situation. I spoke with Wells Fargo about I received a letter stating I was approve for the covid-19 deferment before my account charged off but I didn't receive the letter in a timely matter because Wells Fargo didn't put my correct mailing address on the envelope so it was returned to them and Wells Fargo re-mail the letter and I didn't received until after my account was charged off. Wells Fargo stated they couldn't granted me that deferment because it was after my account was charged off and that I already received two deferments already. I was shocked because I actually have prove of the letter stating my approval, but Wells Fargo insisted it was a mistake on their part and I should haven't received that letter. I just want Wells Fargo to look into their system to see what is really going on. I also received another Covid-19 Deferment approval letter again dating XX/XX/XXXX and I confuse on to why I received two letters stating I've being approve but Wells Fargo can't seem to have an answer for me. I'm still having a economic hardship due to Covid-19 pandemic I need Wells Fargo to help me with the confusion of the approval letters of Covid-19 Deferment Letters and that I ' don't have the funds to payoff a vehicle due to the pandemic. I will to pay partial payments to let Wells Fargo know that I'am dedicated to make payments on my account and that paying the payoff of the loan is not an option on my behalf because of the pandemic and my situation. If Wells Fargo repo my vehicle during an pandemic I'm not sure that if that something the law will grant them to do it, or not, but it will surely make my situation a lot harder in this pandemic.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation