Consumer complaint received 2018-04-12
Company: WELLS FARGO & COMPANY
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am disputing every late payment reported by XXXX XXXX XXXX XXXXXXXX on my Credit. They  fraudulently charged me auto insurance I was not aware of for years. I paid this loan off at the beginning of XX/XX/XXXX after confusion of getting a refund check in XX/XX/XXXX which was the month my last payment would have been. I have this title and they are still reporting me as not paying this loan off and 90 days late at this point. Please see below for chain of events. I do not believe them in anything they say at this point. They have outright lied to me. 

XX/XX/XXXX received a letter that stated internal processing errors for the months of XX/XX/XXXX XX/XX/XXXX had affected the way they posted my payments and credits of any late fees that had been paid would be credited to the account. Ive attached said letter. Also stated any issues that had been reported to the credit agencies would be corrected within 30 days. They have told me none of the credit updating has been done as of XX/XX/XXXX and would not be done until sometime towards the middle of the year. 

XX/XX/XXXX I received a refund check for {$280.00}. I thought it had to do with them correcting the way my payments were applied. The letter stated that credits would be issued to the accounts. Since they sent a check and I thought I had overpaid my loan. This would have been my last payment due month. I therefore waited for my title. They would not have sent me a refund if I still owed them for my loan it would have been credited to my loan balance. 

XX/XX/XXXX I pulled my credit towards at the end of the month so I could start making sure I could get a loan for a house. I see I have an outstanding balance of {$620.00} showing from Wells Fargo on my car loan. I got online with my bank and made the payment immediately. 

XX/XX/XXXX my payment post in the amount of {$620.00} in my bank. 

XXXX XXXX statement received showing no payment posted to my account and there was a balance of only {$420.00}. I thought there was a delay posting it. I once again thought I over paid my loan by {$190.00}. Tried to call but its ridiculous to get someone on the phone. I verified through my bank that they received it. 

XX/XX/XXXX Wells Fargo called me and said I owed them {$420.00} - the majority being late charges or I couldnt have my car title. I said late charges for what? I then demanded to know what was going on and why did I receive a refund check on my loan in XX/XX/XXXX. They stated they had no record of a refund check but I couldnt have my title unless I paid late fees. I paid immediately to get this off my credit and told them I wanted a call back regarding where these late fees came from and what that refund of {$280.00} was for. I asked again why I got a check if I owed you on my loan. I was also told that they received my payment on XX/XX/XXXX but it must have just been an oversight the way my XX/XX/XXXX Statement printed. I said that makes no sense. Noone has ever called to explain and since then Ive learned of the Insurance Fraud they committed. 

XX/XX/XXXX my Title is sent with a letter stating my loan was satisfied on XX/XX/XXXX XX/XX/XXXX Wells Fargo did a hard pull of my credit I was not aware of I owed them nothing and Im not sure its legal for them to do this since my account had been closed and I never authorized this. 
XX/XX/XXXX Im informed I could not prequalify for a mortgage because of Wells Fargo and I was being reported 80 days late at that time. I asked for them to send me the credit report and I had no idea what was going on that Wells Fargo had made a mess the past few months but that car was paid off. 
XX/XX/XXXX I was horrified when I saw the Wells Fargo report on my. I had been reported late 19 times. I called them. I told them I had been waiting on a call about why I received a refund check and I remembered a letter came with it and I wanted them to pull it up and tell me what it said. Depending on who I talked to they denied sending me a refund check. They also told me they have no access to letters that are sent out. I was transferred numerous times. I was constantly told the next department could tell me about the refund check and the letter then I would be told that again. XXXX and XXXX work in the CPI department and they explained they had charged me car insurance and that my payments were being applied to their car insurance and not my loan. I said why were you charging me car insurance I have car insurance?! They said they thought their customers did not have enough so they added it for us. I was livid and said you have ruined my credit! They said they were sorry they understood the frustration but it was going to take months to continue to unravel everyones accounts. I said I dont have months I am trying to buy a house. I then realized the refund check had to do with their fraudulent insurance scandal and not my loan. I never authorized them to charge me for insurance so I had no idea the refund had nothing to do with my loan. I demanded to go higher up to straighten this out and ended up with the office of the president. I have a case number XXXX. I have been calling them consistently only to get the run around. They are working on everyone as quickly as they can is all they can say. They refuse to send me the letter that came in XX/XX/XXXX that had very specific months that I remembered reading. They have verbally told me the months they charged me CPI that I was unaware was : 1. XX/XX/XXXX 2. XX/XX/XXXX 3. XX/XX/XXXX 4. XX/XX/XXXX 5. XX/XX/XXXX 6. XX/XX/XXXX 7. XX/XX/XXXX 8. XX/XX/XXXX 9. XX/XX/XXXX 10. XX/XX/XXXX 11. XX/XX/XXXX 12. XX/XX/XXXX 13. XX/XX/XXXX 14. XX/XX/XXXX 15. XX/XX/XXXX I was told I was making overpayments from XX/XX/XXXX XX/XX/XXXX so they never reported me late. This is not true as by my credit report and I am a single mother and could not have paid the {$1000.00} a month she is claiming I was making. My credit report also shows my loan was consistently going down approximately the same amount every month which means its how the payments were being applied and not that they werent getting them. One month shows the loan balance stayed the same and Im not sure why. That was XX/XX/XXXX and XX/XX/XXXX which is also when according to their records they began charging me insurance again that I was unaware of. I am disputing if any late reports were made to my credit on those months. 

XX/XX/XXXX I called Wells Fargo since my assigned person XXXX did not call me Friday as promised. She was away from her desk and I was told that nothing had even started on my case once again. I said I have a letter from XX/XX/XXXX that you were supposed to start unraveling my account. I said I paid almost {$400.00} in late fees to get this off my credit. She said yes and youll probably get a refund of those when we get your account straightened out. I then demanded XXXX get on the phone. She wanted me to send her all the documentation I have. I said you can pull everything up in your computer. She said no we dont have access to everything. I then begged her to at least report my loan was paid and closed to the credit agencies and please start with XX/XX/XXXX through today and remove my late fees. There would be no late fees if I didnt get a refund check on something I had no knowledge they were doing to me. I said your statement on XX/XX/XXXX shows I owed you {$420.00} and I had made a payment of {$620.00} on XX/XX/XXXX that was not on that statement so I thought I overpaid you once again. I said the girl I just spoke to said when you ever get around to going through my account Ill get a refund of the almost {$400.00} in late fees I paid in good faith in XX/XX/XXXX. She said she would see what she could do about at least getting XX/XX/XXXX through today late reporting removed due to their Insurance program and all of the confusion is has caused and call me XX/XX/XXXX. I told her I was going to have to dispute this on my credit and report them to the Consumer Finance agency and she said no dont do that that just slows the process down. I said ok then you have unit Wednesday. She didnt call. 

Today I got notice that they once again they have now reported me 90 days late on a car I have a title on. They are still reporting {$70.00} late that shows was the past due amount in XX/XX/XXXX that should have been covered by the {$620.00} check that dont show on my statement as being paid. I called Wells Fargo and they said their reporting is on an automatic update so there is nothing they can do to speed up saying my car has been paid off or removing the times they counted me as delinquent. She also said they havent been able to go through all of my payments history but they did see they made a mistake in XX/XX/XXXX so right now they owe me {$11.00}. She didnt know when they could go through the rest of my account. I said XXXX at XXXX in the CPI department said I wasnt reported late that month. She has no explanation for anything. 

Not only am I disputing if any late reports came from the months listed above when they were charging me for insurance and applying my payments to that instead of my loan I am disputing : 1. XX/XX/XXXX 2. XX/XX/XXXX 3. XX/XX/XXXX 4. XX/XX/XXXX 5. XX/XX/XXXX All of these stem from the confusion of the refund check in XX/XX/XXXX for their Insurance Fraud. A statement sent to me on XX/XX/XXXX that showed a balance and no payment had been made which would have paid that balance in full on XX/XX/XXXX. They car was paid off including any fraudulent late fees that I was charged on XX/XX/XXXX.

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