Consumer complaint received 2021-10-22
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 XXXX XXXX a one month extension for XX/XX/XXXX after hey approved my extension. I sent them several times my documents on XX/XX/XXXX to XXXX. Over 3 times they did not get my extension document. XX/XX/XXXX I fell 20 feet through a roof. they told me since it was a different hardship they would not except my approved deferral and since my loan was over 35 days past due they would not do anything for me. I was working with the office of the president for weeks trying to get the XXXX deferment that was approved, approved. on XX/XX/XXXX the office of the president denied my extension. on XX/XX/XXXX they immediately put my truck out for repossession. the office of the president did not advise me my vehicle was going to be placed for repo. I was told to call and make arrangements with collections which I always do. I made one payment on XX/XX/XXXX even being on XXXX and the bank knew because I kept in touch with them and XXXX had an arrangement with them for a payment by XX/XX/XXXX. ( which if they would of called me they would have a post dated payment and I would have my truck ). I am having ALL my phone calls pulled at this time as well. all i got was a run around all day. I spoke with a XXXX who told me that A. none of their systems communicate, that even if working with the office of the president there is no way for the loss mitigation, redemption and collections department to know that a consumer is working with a different department. They do not have any signs or codes to know what is going on with a consumers account because they can not even see the notes for different departments because systems do not talk to each other. There for if i was still working with the office of the president my vehicle would of went out for repo... I made arrangements with wells Fargo for a payment by XX/XX/XXXX. I would of put a post date on file so i did not lose my vehicle and wells Fargo KNOWS i almost lost my life to a serious injury. I kept getting the run around from collections to talk to the XXXX and the XXXX kept sending me back to collections. I have severe XXXX and XXXX XXXX. A XXXX advised me that within 24 hours my plates where going to be destroyed by the company who picked up my vehicle. I asked wells Fargo if they know about the laws in XXXX with repossessions. XXXX told me they do not know about any XXXX repossession laws because they are not taught. I keep getting passes back and forth and now this is making my XXXX XXXX, XXXX and XXXX XXXX XXXX going up.. now they want over XXXX to get my vehicle back. I am also having all the calls pulled as well. because of their lack of communication I lost my vehicle and I XXXX not be able to get my truck back. They are violating XXXX repossession laws ... .managers don't call you back. nothing ... .it has been 2 days and i have yet to get anywhere to try to get my vehicle back. they need to be looked into deeply ... .they are not following any of XXXX repo Laws. I feel i should not have to pay the repo fee 's and my vehicle should be send back to me and continue on with the arrangement we had on file since XX/XX/XXXX.

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