Consumer complaint received 2023-07-18
Company: WELLS FARGO & COMPANY
State: TN
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:
XX/XX/2023 My wife took our car to the store to pick up prenatal vitamins before work, and after she walked out of the store, walked into work. She felt nauseas, and not quite right and she walked out to go drive to the doctors office but the car we have was suddenly GONE. She panicked and called me, I showed up to see no evidence of theft.. confused we called the police, they had no evidence or reports of tow / repossession so we filed the report and I called my insurance company to report the stolen car. 

So after all of that my fianc just wanted to go home, around XXXX we got a call from the police that the company didn't report the repossession then but reported it now and i would need to call my provider. Now further confused i knew i had paid a lump sum payment for about 9 months of payments, no one called me or emailed to tell me anything was behind or a mistake had been made or anything. And I had to call Wells Fargo in the end of may regarding my account being withdrawn but I had not used it recently and my auto payment withdrew more than it was supposed to.. NO MENTION AT ALL about my car loan being behind.. 

So I was instructed i'd get a call regarding my account soon and here we are mid XXXX, car reposessed. I spoke with wells fargo that friday and they said unless i paid repo fees i would not get any info of where the car is being held, But i need to get my personal belonging out of the vehicle, sorry unless you pay those fees i can not provide any details??... so i was refused to allow me to get my important stuff out of the vehicle.. what the XXXX is that even legal? Now on monday the XXXX i got a call from some lady who basically was XXXX me about how she would look into everything regarding my concerns, ( how did you know where the vehicle would be 30 mins away from my house at target, i suspected they used my gps which is illegal, why can i not get my stuff out of the vehicle, why would you reposess my vehicle when i paid 9 months in advance and some of the monthly payments as well, why was i never notified at ALL my payments were behind??.. ) she called me back today to tell me due to their policy they no longer support and payments beyond three months, they apply it directly to principle, Okay why was i NOT notified I would have asked for it back.. so how about you return it and apply it now? sorry we can not do that once it was submitted.. so I told her ma'am I didn't request a principle payment I think you need to return all that money back to me and apply it now so I can have our vehicle back.. NOPE! I owe them more than I did before.. " get out of here you scamming horrible people. '' So after I told XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

So no car, XXXX XXXXXXXX, I owe them more than i would have originally, and im just told sorry about your luck, pay or we sell the vehicle. How is this legal?? where is the justice in doing this to your customers? I used wells fargo all of my life.. and this is how i'm repaid. How offensive can a company really be.. i've heard horror stories but sheesh. This is just WRONG Oh and i cant access my account anymore due to them completely blocking me from being able too access anything for my own records, cant access my agreement, cant access my loan, cant even access my BANK account..

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