Consumer complaint received 2019-07-02
Company: WELLS FARGO & COMPANY
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Recap : We have never received a payment amount or a way to make a payment to you guys since we purchased the 2016 XXXX XXXX. 
We were contacted by Wells Fargo and then eventually by your office weekly for months telling us not to make a payment until resolved. 
Copies of text messages from your office Sent to my sons work phone were sent to you guys but now have conveniently disappeared. 
XXXX in your office of the president called weekly to only tell me he had no resolution to our account but not to worry it was being resolved. 
XXXX also told me that he himself was going to the dealership to find a solutionlater found out he never did but lied to me. 
Each week I ask him for a way to make payments and the monthly amount. His response was dont pay because I can not tell you how it will be credited to an account since we dont have an account for you yet. 
My son moves but notifies you guys of his new address and all alone you have had my number and address. 
My son lost his job and moved back to XXXX giving you his new address etc but then I called you and ask that my address and phone number be the one you contact because he was struggling to find a job and with XXXX kids and no money I took over the loan. 
For months we are told no contract yet and no payment amount. 
Then out of the blue one day you send me a copy of a contract that you said I signed with you guys for an interest rate I did not agree to. 
What you did was white out the company ( XXXX XXXX ) and put your name as the lender and changed the interest rate without my consent. Done electronically and never sent to me with the new amount on it. 
Then you call us and tell us we have to make all of the payments at one time and come up with an amount that we can not afford at one time. 
We agreed to send the car back and pay for the use and you refused that. I had put XXXX down on this car, drove it off the lot with a contract with XXXX XXXX for 6.5 %. You raised that amount to 7.99 % and whited out the company and resent the contract I signed with them saying we are now delinquent in our payments. All the while the phone calls kept coming from your office and the person calling us could not come up with a loan number and a monthly payment. 
In XX/XX/XXXX I am done and get my own loan and pay the car off. In the process of my doing this you turn this over to my credit as a delinquent account saying it was for the first two payments ( see your own letter on XX/XX/XXXX. ) Yet I have just spoke to XXXX again and he repeated that now he was closing out the account and marked it delinquent. This would have not happened had I not called you guys demanding a fix by telling XXXX I was going to go over his head and report him as not doing his job.How convenient that now he has a solution. 
I repeated all of this to you and ask you to help. All you did was not listen and send me letters and make phone calls that when I returned your calls I never got you but your Answering machine. 
My last call I ask you for an appointment and left a time and never heard back from you. 
I was told that there is no one higher than you and XXXX. 
So what I have found out on line and this letter is to serve you with my intentions : Wells Fargo has a class action law suit against them that the Attorney General is involved in that is all about them assigning unauthorized loans to people without their consent. XXXX XXXX Dollars was the award for the people in this suit which is still going on. 
I intend to call the attorney generals office today and find out how to proceed with my scenario.

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