Consumer complaint received 2019-06-15
Company: WELLS FARGO & COMPANY
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This is in regards to Wells Fargo dealer services. I was it I was supposed to be a cosigner on an auto loan for an employee, however I ended up is called borrower and co-owner, and the loan application was submitted as a joint loan. Regardless my name, address, phone number, email address, mailing address, Social Security number, a voided check, and who knows what else was provided to the bank by the dealership. It is now just over two years into this alone I had almost zero communication with the bank until just recently after I initiated the conversation Seems to be the major problem is the loan is been past due by 2 to 4 months for the last 12 months or better and I received one phone call actually the very first month that was late Besides That single phone call I didnt receive any communication about this delinquency whether it be mail, email, phone conversation, etc.!!! I now struggle with a XXXX poor credit rating because of this I have XXXX day marks in XXXX day marks ... after the initial phone call I received in XX/XX/XXXX, I did not hear another peep from them for the next 12 months and who knows if I wouldve heard anyways, but I reached out to them. I couldnt even gain access to the online information because I didnt know what the account was! Not to mention theres only been one payment made on time by the primary borrower in 28 months, and it was only becasmuse I took the vehicle from him. I can not believe with the extreme delinquency and constant failure to pay on time and I have never been notified about it ... Topping it off my name comes on and off of the statements like a yo-yo. The primary had 5 addresses over the last 28 months, Ive had 1 ... I never authorized this nor do I understand why my name is listed underneath the other applicants name with his address when I provided all of my information also, and what is my mind is the fact I was the ONLY reason this loan was approved ... I have spent well over 100 hours dealing with this issue!! NO JOKE ... I would say a third of those hours have been spent on hold, sometimes for an hour at a time! I filed several disputes with the office of the president, but my case manager XXXX ID number XXXX chooses to move very quickly disregard any of my concerns or research that Ive done in the cases mostly over before it even started. Her famous words are its not a requirement its a courtesy, or I have reached out to my business partners I am beyond frustrated with this company its outrageous that something like this can happen! I can not believe the runaround they give me, while I sit there and spend half my life on hold! I dont seem to get anywhere with anyone! And I am not allowed to speak with anyone else! XXXX has stated many times they are the highest division and most important people! Next in line is the CEO ... come on this is so frustrating, and Ive called almost daily for the last 2 months. Ive spoken with 20+ individuals which I have gotten their names ID numbers written written specific notes of our conversations in their statements, and just recently realized my security system has recorded every conversation ... It seems that there is a lot of discrepancy amongst the many different departments in regards to the company policies the dues and downs or any other guidelines or requirements. Ive been told multiple times that after a loan reaches 30 days or more past due I both parties and the contracts are supposed to be notified, Ive been told they are not supposed to finance a vehicle with the title brand, Ive been told theyre not supposed to finance a vehicle thats older than seven years for it to ration longer than 48 months, and many more things along the way XXXX has disregarded every statement that Ive brought up route possible wrongdoing, as I dont one thing to help me or benefit me in all my efforts and she actually does not even follow the direction of my dispute or my wishes anyways. Never once have I disputed the fact that payments were late I was disputing the fact that they would not have been late if I was notified and it would not have continued I was the one with the credible financial history and Im the one that is put in a huge amount of effort into her remedies and shes already got the case dismissed before it starts. I left her with a list of roughly 10 to 15 questions and I had to repeat those to her almost daily and I still do not have answers to all of them! Theres an extreme word game played with them and I started playing the game back, I talk to various departments and get answers and then use them against her and her findings but none of it matters and for somebody who is involved with the office of the president, supposedly the highest level of persons available to talk to, she doesnt know jack!!! It seems that every question that I asked she didnt have an answer to nor was I provided answers to most of them. Every time I asked about company policies and procedures I was told thats internal information only!

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