Consumer complaint received 2023-02-16
Company: WELLS FARGO & COMPANY
State: MN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
On XX/XX/XXXX, I got an email from Wells Fargo about my car loan account. I was not sure what it all meant so I called them the following day. When I asked the lady on the phone what the email meant she said that the car loan had been paid off, account was closed and that the lean release was being mailed already. I told her that I had not paid off my car loan of {$9400.00} and that I am not sure who did this. She then said, " well its paid off maybe it was a XXXX gift. '' She laughed on the phone and then asked if there was anything else that I needed. I asked, " where did the payment come from? '' She told me that it had come from an online payment and that's all she could see. At this time, I was confused, and she said " anything else? I said no thanks and she hung up. 

A day after this call I got an email notification that my checking account balance was XXXX dollars. So, I called Wells Fargo immediately and asked how my account could be negative and that I was reporting fraud on my checking account. The lady said that she would look into this and get back to me in a few days. 

On XX/XX/XXXX, I got the lean release in the mail as well as a letter in my email stating that the car was free and clear. So, I went to XXXX XXXX in XXXX XXXX to buy a XXXX  that I was interested in. Let it be known that I had not heard from Wells Fargo since the XXXX of XXXX. I traded in my car for {$10000.00} and bought used XXXX XXXX XXXX. I had with the trade, and all went well. On XX/XX/XXXX, I got a letter from Wells Fargo stating that there had been fraud on my car loan account. Unfortunately, I had already traded the car and had gotten a loan with a different bank for the new vehicle. 

So, my girlfriend and I got on the phone with Wells Fargo to ask what had happened and what needed to be done. We talked to one guy who did not help us much, so we asked to talk with the loan department. The lady from the load department talked to use for about an hour on how Wells Fargo would get this fixed and told us that this was extremely weird and was not our fault. She did say that since the car had been traded in that it was officially the dealerships job now to request a payoff quote and send in a check. 

At this point in time, we are frustrated, confused and very disappointed with Wells Fargo. I call the guy who sold me the vehicle at XXXX XXXX. I tell him what is going on and what the lady from Wells Fargo has told me. XXXX then says that he will talk with his sales manager to see what can be done. 

From XX/XX/XXXX, I have not heard from Wells Fargo regarding there illegal practices of closing out my car loan, moving money from my account without my permission, and not trying to resolve their fraudulent money handling. I now am being forced to pay for two vehicles which one I do not own anymore and the other I do own. Wells Fargo has refused to call me or call the dealership and ask them to get a payoff quote. 

As of today XX/XX/XXXX, I got a text from the General Manager ( XXXX ) at XXXX telling me that I have till the end of XX/XX/XXXX to get this resolve. I told the GM XXXX XXXX that I was working on trying to get Wells Fargo to resolve their illegal practices and to take care of their mess. 

As of today, XX/XX/XXXX, I have not heard from Wells Fargo and all my bank accounts with them have been closed. I want Wells Fargo to tell the Dealership that they can sell the car and to close out my loan with them. I was honest from the beginning and told WF that this did not make sense. 

I told the GM that I would give him an update on this issue. I was hoping that WF would reach out to me, but they have refused to talk to me or reach out to me. I was in a huge scam by WF and now my financial well-being is at risk. I am well aware of WF 's XXXX lawsuit for practices like this and I am now a victim of their actions. 

Please help me get this fixed so I can keep my car and so WF gets there act together. This should never be allowed to another citizen again. I have lost sleep over this and have spent a great deal of my time trying to fix Wells Fargo 's actions. 

Thank you

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