Consumer complaint received 2019-01-16
Company: WELLS FARGO & COMPANY
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX I received an email informing me that my loan was 30 days late and I immediately contacted Wells Fargo and was placed on hold for over an hour intentionally. I called back and asked to be transferred to the Office of the President. ( It is important to note that I requested a deferment on XX/XX/XXXX with XXXX and was told that it was approved ). I spoke to XXXX and she informed me that she would immediately initiate a dispute with the credit bureaus and that I would be contacted within 10 business days by an analyst. I did not the wait the 10 days because my credit was being negatively impacted by the erroneous credit reporting and I reached out to the analyst. I spoke to XXXX and he informed me that he knew nothing and was still investigating. I asked him the name of the governing agency for Wells Fargo and he responded that there are many and that I could look it up. I ask him to be transferred to his supervisor and he said that was not an option. I told him that I did not want him to handle my case anymore and he said that he would make that request. I asked him the timeframe and he said that he did not know. I asked him if the calls are recorded and he told me yes. I continued to call back and was finally able to speak to a woman who identified herself as XXXX, a supervisor. She told me that due to the holidays that she was having a difficult time tracking down anyone in the deferment department but would contact me directly and keep me posted. She called me again on XX/XX/XXXX and said that she reached someone in deferment but did not have anything tangible to report and would be in touch. I hired an attorney and he told me to contact the credit bureaus and file a dispute for the XX/XX/XXXX late payment which I did. On XX/XX/XXXX, I called Wells Fargo customer service and spoke to XXXX and he informed me that even I requested the exception deferment on XX/XX/XXXX that XXXX dropped the ball internally and never actually approved the exception at all and that is why Wells Fargo marked my XX/XX/XXXX payment 30 days late. I explained to him that I pulled credit report that same day and that they also reported my XX/XX/XXXX payment 30 days late as well. He said it's not even 30 days late yet. I told him that I am looking at a written copy of my credit report. He said that Wells Fargo actually approved the exception deferment on XX/XX/XXXX when is was supposed to be approved on XX/XX/XXXX. The Office of the President still has not shared that information with me and I am waiting on a letter that confirms all of that information. XXXX finally called me back yesterday and I told her that I spoke to another rep in customer service and she told me that had an emergency that prevented her from calling me back sooner. I told her that I have hired an attorney and plan to sue Wells Fargo Dealer Services because it is also worth noting that it is not the first time that they did this to my credit after approving a deferment.

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