Consumer complaint received 2017-11-19
Company: WELLS FARGO & COMPANY
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
On XX/XX/XXXX I made a regular installment payment to Wells Fargo Dealer Services ( WFDS ) in the amount of {$280.00} using the WFDS online eservices format. On XX/XX/XXXX I went back to the eservices format to schedule my next installment payment due on XX/XX/XXXX and found that a payment of {$1600.00} had been placed in our account. In a panic, we contacted WFDS for two days trying to find out who made the payment, why it was made, etc., as all of our loan information and documentation, to include collateral documents, was given to a third party ( XXXX XXXX XXXX ) by WFDS, without our knowledge or consent and we believed that fraud had occurred. Without any information from WFDS, we made contact with our local police, as well as the XXXX County Sheriff 's Department and filed a police report. We also made contact with the Federal Bureau of Investigation ( FBI ) of Wisconsin and the Wisconsin Department of Motor Vehicles and filed complaints with them. We instructed the WDMV not to remove the lienholder from the title. After all documentary procedures were completed, WFDS Office of the President ( WFDSOP ) contacted me on XX/XX/XXXX. XXXX XXXX, the analyst that is working with the legal team on three complaints we have on file with WFDSOP, stated that someone from the executive team paid the remainder of the loan. We asked her to have the funds removed from our account and stated it was done in a fraudulent manner, without our permission. We were not asked permission and we were not notified that it was done on XX/XX/XXXX. Their actions have caused detrimental affects on us and continue to do so. XXXX refused to inform her supervisors of the reasons we requested the payment reversal, stating she knows that it is having detrimental affects and that is in direct violation of their company policies. She stated that they can change policies at will and she knows that it was done without our permission, that it was done without our knowledge and that we were not notified of the payment until she made contact with us on XX/XX/XXXX. We have called on a daily basis and they refuse all requests to remove the funds. We eventually received by mail ( XX/XX/XXXX ) a letter stating that they would remove the funds if we asked and a copy is enclosed with this complaint. We made contact with them again, and they still refuse to remove the funds from our loan. We are not in receipt of the title and intend to return the title to the DMV to have the lienholder placed back on until we pay the loan in full. WFDSOP states that this was done as a payoff to the bad treatment we have suffered at their hands for over 16 months and we have stated that we have agreed to NO settlement in any part or way whatsoever. Our account was supposed to be in a locked position in order to keep fraudulent activity at bay until all issues could be resolved. WFDSOP have stated that they are in possession of a power of attorney and they refuse to turn over any loan documentation or the power of attorney and we have no documentation and our notary public does not have documentation that we signed any power of attorney. They have made multiple grievous, fraudulent errors on our loan account and continue to make errors holding us in an imprisoned state in order to move forward with our complaints and resolution and continue to commit fraud and privacy breach not just on us, but other account holders as well. Evidence of the second privacy breach is enclosed as well and will be addressed under a separate complaint by ourselves as well as the victim of the privacy/security breach.

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 non-monetary relief