Consumer complaint received 2022-10-31
Company: WELLS FARGO & COMPANY
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Wells Fargo repossessed my vehicle on XX/XX/XXXX and sent me a notice of Intent to auction my vehicle by XX/XX/XXXX. I paid the past due balance and all repossession fees on XX/XX/XXXX over the phone via debit card with a Wells Fargo rep in the reinstatement department. Wells Fargo then advised their repo agent XXXX, that the vehicle was okay to be released to me. I contacted XXXX to schedule the pickup of my vehicle and they advised me to reach out to XXXX XXXX XXXX  at XXXX XXXX XXXX XXXX XXXX  XXXX NY. I scheduled the appointment and went to pick up my vehicle my first attempt was on XX/XX/XXXX, I was denied because the vehicle was not registered. I got into a verbal altercation with one of the employees outside of the location and left. I made another appointment for XX/XX/XXXX and arrived back to the location at XXXX for my XXXX appointment to pick up my vehicle. I arrived with my drivers license and registration/plates for the vehicle. A different employee than the one I interacted with on XX/XX/XXXX, reviewed all my documents and asked me to sign paperwork. The first paper he asked me to sign read that I had checked the vehicle for damages and certified there were none found. I declined to sign the paper and advised the employee i needed to see the vehicle first before signing. He asked for my car key, I gave it to him and he agreed to go and get the vehicle. After waiting for 10 minutes he returned with the vehicle and to my surprise there was very obvious denting and scraping to the rear bumper of my vehicle. I advised the employee I would not sign the form stating there was no vehicle as there was evident damage to my vehicle that this company caused in the process of repossessing my car. The employee then locked the car doors and advised he would not be letting me take my car. We began to argue and I became extremely frustrated. The police were called to the scene and ultimately I left that day without my vehicle. After contacting Wells Fargo they refused to get my vehicle released to me, as I made several calls to the reinstament department and the office of the President. I also requested a 3rd party release and sent a notarized letter authorizing someone to pick the vehicle up on my behalf and was denied by the repo company as they refused to do any further business with me. I then became aware that pursuant to 15 usc 6802 Wells Fargo violated my consumer rights by not advising me that they would disclose my personal information such as my address, to a nonaffiliated third party, that being the repo agent XXXX XXXX AND the XXXX XXXX vendor, XXXX XXXX results. Once I contacted Wells Fargo beginning XX/XX/XXXX THROUGH XX/XX/XXXX, I made several attempts to recover my vehicle as it has been paid for since XX/XX/XXXX. Wells Fargo refused to step in on my behalf in regards to having my property returned to me from this XXXX party that was now illegally holding posession of my automobile. As of XX/XX/XXXX the last thing I was told by my case manager XXXX XXXX, in the office of the President, was that the vehicle would be towed to an auction in New Jersey and I would have to pick it up from there. At this time, Wells Fargo has violated my rights to privacy per 15 USC 6802 & when I advised the manager XXXX XXXX of that, and all other employees that I spoke with, they disregarded my complaints. I still have had no resolution to date, in regards to getting my vehicle back.

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