Consumer complaint received 2018-09-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
On XXXX I went to XXXX XXXX located in XXXX TX to purchase a vehicle. I purchased the 2017 XXXX XXXX vehicle and it was financed through Wells Fargo in the amount of {$20000.00} at 5.09 % interest rate. After I purchased the vehicle a few weeks later I contacted Wells Fargo to go over the invoice that the dealership had submitted to them sine I didn't get a welcome call from Wells Fargo. I was informed by the agent that the dealership added a Luggage Rack, Tow Package and Fixed Running Boards to the amount of my loan. I informed the agent that I did not have these options on my vehicle. He stated that if I didn't have these options than the amount that was financed is incorrect, it should have been less. I was instructed to contact Wells Fargo ECR dept which I did. The agent went over the invoice again and I again told the agent that I did not have these options. The agent stated a case would be opened and not to contact the dealership as they would do so. And if I had pictures of my vehicle to email them to XXXX which I did send the pictures. Around XX/XX/XXXX I called Wells Fargo to make sure the pictures were received. I was told no however, I needed to speak with my assigned rep by the name of XXXX. I spoke to XXXX and she confirmed that they did not receive my pictures and to email them to her personal email address which again I sent the pictures of the vehicle. I received a letter dated XX/XX/XXXX stating that my concerns were being researched and that I should receive an answer on or before XX/XX/XXXX as my first payment to Wells Fargo was due on the XX/XX/XXXX. 

I have paid my monthly payment however, I have not heard back from Wells Fargo. I have emailed them and left messages. I am paying for items that I do not have on my vehicle and Wells Fargo is benefiting from the deception of the dealership. I've asked that the loan in the amount of {$20000.00} be re-calculated at the correct amount for the correct features of my vehicle however, nothing has been done. My monthly payment would be less had the dealer not committed this fraudulent act. I also believe that the dealership inflated the price of the vehicle by added work for tinted windows. I was told by the salesperson that the tinted windows were something that the dealership added to the vehicle, and that this was an option that couldn't be removed. I later checked and found out that tinted windows aka privacy windows is a standard feature for the trim level of my vehicle. I am sure that I'm not the first customer that this has happened too. I am told that this happens all the time ; that dealers inflate the cost of the deal then push it to the financial institutions who are aware that this goes on and they only do something when the vehicle is repo 'd and they are attempting to sell the vehicle. They then go after the dealership for the money that was charged for the non existing equipment. I do not feel that this is a fair practice and it is very deceptive to the consumers.

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