Consumer complaint received 2020-12-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
On XX/XX/XXXX @ XXXX I went into the Wells Fargo Branch XXXX XXXX  XXXX XXXX, XXXX Ca XXXX and requested to pay off my car loan. The bank rep XXXX gave me the payoff of {$1000.00}, so I paid it in full. One minute later XXXX stated I had a remaining balance of {$64.00}, so I paid that balance. XXXX congratulated me for paying off the car and said it should take 6-8 weeks to receive my title. 

On XX/XX/XXXX, I called Wells Fargo because It had been 5 months and I still had not received the title. I was transferred XXXX at the office of the President she stated that I still had a balance of {$270.00}. and 3 days earlier they charged -off my loan. I was furious, I insisted I did not want that on my credit report and paid it in full. XXXX took the payment over the phone during that call, I gave her my debit card acct number paid {$270.00}. 

XXXX stated that my car loan was reported late 4 months and the charge off was reported to the credit bureau. That is UNFAIR! I want that reporting fixed. 

XX/XX/XXXX I returned to the XXXX Branch and requested to speak to the branch manager, however XXXX XXXX is covering for Branch Manager XXXX XXXX. 
The office of the President in Arizona employees XXXX and XXXX the researchers for Wells Fargo wanted statements from bank employees who assisted me. So, XXXX XXXX the Branch Manager stated XXXX did remember congratulating me on paying off my vehicle, but that's all she recalled. 

I finally received my Title/Pink Slip and the date issued was XX/XX/XXXX. That date is relevant because the XXXX week of XX/XX/XXXX, Wells Fargo reprocessed my vehicle due to a bank error. I had made my payments at that time via telephone and received confirmations for all my payments. My payment was {$500.00}. and I carried a floating balance of $ XXXXSo there was no reason the funds shouldn't have been released. 

When they repossessed my vehicle I honestly thought my car had been stolen. I new I had made my payments. I recieved a call from the recovery center, explaining where my car was located. So, my neighbor took me to get a rental car. 

XXXX I went to the nearest Wells Fargo Branch closest to the recovery center. I was assisted by Branch Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Ca. XXXX. I spent 2 days sitting in the branch with XXXX as she went through my account with a fine tooth comb and she stated it was a bank error, and now they owed me my title. 

XXXX However last month XX/XX/XXXX I went back to the branch and spoke to XXXX XXXX XXXX XXXX  XXXX XXXX. She remembers me and stated she only assisted me in getting my car back. She looked at her notes but, didnt write anything incrementating that she told me in XXXX during that time. ( Bank Error ) Its very telling that Wells Fargo did issue me my title 2 weeks after they repossessed XXXX however it took them 3 years to mail it. 

If I owned the title to my vehicle since XX/XX/XXXX, Wells Fargo owes me over {$18000.00}. For all the payments I have paid since XXXX XXXX interest. 

XX/XX/XXXX I was referred to The Office of The President for Wells Fargo case investigator XXXX XXXX In Arizona XXXX ext XXXX claim # XXXX. XXXX stated she would " Research '' she apologize at that time for the mishandling on Wells Fargos part. XXXX stated she would contact the parties mentioned above and mail me a letter + email me her findings. 

XXXX I called XXXX XXXX last week in XXXX left messages because I have never received a email or letter she promised to send me regarding credit reporting, and payments I made, when Wells Fargo recognized in XXXX that I was due my title. She stated she has been sick, her son is sick and she hung up on me. It's been 6 weeks. 
I called 2 different attorneys and they recommended I file a complaint with Consumer Affairs. I filed with Consumer Affairs, and they encouraged me to contact your entity. They Consumer Affairs stated I have a legitimate complaint and should proceed. 
I sincerely appreciate any assistance. 

Thank You, XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, Ca. 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