Consumer complaint received 2021-06-20
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have an auto loan with Wells Fargo Auto XXXX for a XXXX XXXX XXXX. There was a car accident in which the truck was a total loss. My insurance XXXX XXXX was going to pay the truck and I would submit the remainder balance to GAP. I was on top of the claim since day one and made sure my insurance was doing everything with time. My insurance sent the guarantee letter on XX/XX/XXXX. After two weeks I called Wells Fargo to follow up on the letter and I couldn't get through to their insurance department. I called XXXX XXXX the next week and asked if they had paid the claim wanting for everything to be done in timely filing to give time for GAP to process their claim as well. State farm stated they hadn't received anything back from Wells Fargo. The following weeks XXXX XXXX and myself kept calling Wells Fargo every week at times we would do three way calling to be able to speak to them weeks went by and issue all i would get from the insurance department was that they were having system issues and that i had to call back. Spoke to several reps asking for assistance regarding this issue and at times I would have them transfer me but wouldn't give me an answer and another rep just hug up on me. It was mid XXXX and finally was able to speak to a rep from escalations department by then my account was showing as past due when all the time XXXX XXXX had the check ready to pay the loan. I then spoke to XXXX XXXX from escalations department and she stated that she would look in to it to give her time. I did ask her to please place my acct on hold since they had an issue with there system and they delayed the process with claim and payment couldn't be issued because guarantee letter wasn't sent. Then i had issues with that rep because would receive follow up and i kept getting calls for past due balance. It was by mid XXXX that i asked to speak to someone above XXXX and spoke to XXXX XXXX ( supervisor ). He stated that in fact there was an issue with there system and that he would work on trying to have the claim be expedited. I did express my concern to supervisor regarding my credit and he stated that they would work on having that fixed and that they should correct that. They gave me a deadline on XXXX for the loan to be paid but i still have issues with them applying the payments that GAP and the dealer sent by now and my account still hasn't cleared. I did check my credit and it has also been impacted and it has gone considerably low. I did advised XXXX that this is not right that i am getting the impact of the loan when they were at fault. He stated will send a letter stating that they take responsibility of the issue and that i should send that to creditors so they can correct my credit. I have submitted it to creditor but i am still having issues with Wells Fargo finishing up the claim. It was on XXXX that the accident happened and till this day loan hasn't been cleared when all payments have been submitted.

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