Consumer complaint received 2023-07-11
Company: WELLS FARGO & COMPANY
State: AL
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:
Company Repossessed vehicle at XXXX for being 68 days behind after payment for XXXX was scheduled on XX/XX/2023 and payment was processed on XXXX XXXX. Making installment loan only 56 days behind in loan agreement it states that the company allows 90 to 120 days / 3 consecutive months of late payments before repossession is filed. My vehicle was repossessed at 68 days. On XX/XX/XXXX, I called the company to set up a deferment and was told I would have to make another payment of {$800.00} to set up the deferment plan. Later in the conversation, the agent told me being that I had just made a payment that I was not in the process of my vehicle being repossessed because that took care of XXXX payment making only 2 months behind at the time of the call. The agent told me to call back on that follow Monday and see if the payment had been processed. I told the agent that I had just started a new job and I would be able to make another payment in two weeks when I was paid again. The agent proceeded to tell me that she would put in the notes to put a hold on the account. Two weeks later on XXXX  night XX/XX/2023 I logged in to make a new payment and was locked out. I thought the system had a error going on or something and the next morning my vehicle was unlawfully repossessed. I was not consecutively behind three months at the time of the repossession and I had already spoken with an agent about doing a deferment and was denied because my last payment was still processing. My account was occurring as late since XXXX online and was never updated making it seem as if I was over so many days behind and I wasnt. This was never updated even after I made 5 payments afterwards. After my vehicle was repossessed I spoke with a Supervisor at XXXX XXXX  on XXXX  XX/XX/2023 and this is where I discussed the details of my situation with him and was told that I would a receive a call back from him on Monday XX/XX/XXXX by noon I never received the called so I called back and was told by another agent/manager at XXXX and was told he would not connect me to another supervisor or manager. The agent refused to listen to my situation fully to understand the matter of my call and told me he would not transfer me over to someone else because he wasnt going to change his answer. I filed a complaint on XX/XX/2023 for a wrongful repossession and was told I would be contacted within 24 hours after the case. I have called to speak with a representative about my case Everyday and several times and I have not heard anything back from them. I am experiencing emotional distress from this situation and it is very unfortunate and unlawful what has happened. The agents continue to tell me Im three months behind until I tell them to look at my payment history and then they still try to argue with me even with receipts that my car payment is behind 3 months when its not. I have the the days calculated and the payment statements to prove my claim. since XXXX my payments have been made and I have attached pictures for proof. This company file repossession for my vehicle even after I made payment and picked my car up two weeks later after making payment.

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