Consumer complaint received 2018-01-15
Company: WELLS FARGO & COMPANY
State: WA
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:
I purchased my car XX/XX/XXXX new XXXX XXXX and was successfully making my monthly loan payments to Wells Fargo until, out of work and unemployment ran out last XX/XX/XXXX. I phone Wells Fargo collections and spoke with a Supervisor XXXX @ XXXX to let her know I was looking for work and would contact her when I was reemployed. this was XX/XX/XXXX. I phoned her back on XX/XX/XXXX to let her know I could begin making payments. She informed me, my loan had gone to another department due to its status - she gave me the phone number and I called immediately. I spoke with someone who explained that the loan was charged off and no more interest was going to be applied to the loan and I could continue to make monthly payments until I was ready for a settlement and I agreed to make a payment the following week. I was close to getting a job with two different companies so I felt confident I could continue with the payments. I called back on the XX/XX/XXXX ( I had obtained employment and the first day was the following Monday. when I phoned back a Rep - XXXX proceeded to tell me everything that was discussed the week before was wrong! There was no ability for me to make monthly payments, the person I spoke to was in training and this person XXXX sat next to her during the phone call and heard everything, but the person I spoke with was wrong. XXXX then told me my car was out for repression and could be taken at any time. I asked to speak to a Supervisor and was transferred to XXXX. He asked me why I had n't answered all the collection calls and I said because I was working with a Supervisor, XXXX. He said I had to make a settlement for the car and I agreed to pay $ XXXX.and change. I asked him if I could call him directly and he gave me his direct phone number XXXX. The new job only paid $ XXXX/hr and I 'm a single mom of a teenager so it was tough, but I agreed it was that or give up the car I had been paying on for 4.5 years. I then received the two letters ini the mail in XX/XX/XXXX - one was for the confirmation that {$570.00}. would be withdrawn from my account on XX/XX/XXXX ( that was canceled ) and the other the original agreement I made with the person on XX/XX/XXXX. ( this has been misplaced by me so I do n't have a record ) I made the first payment of {$1800.00} at the end of XX/XX/XXXX with XXXX and asked him for the written agreement of XXXX / 4 months and mentioned the earlier agreement letter - he seemed very surprised about this letter from XX/XX/XXXX and said he would get me the new letter - this was XX/XX/XXXX. I phoned him on XX/XX/XXXX and he asked if I was going to make a payment and I said no I wanted the agreement letter - again he seemed surprised and said it would go out that day. I continually phone XXXX during the month of XX/XX/XXXX, XX/XX/XXXX, twice on the XX/XX/XXXX, and XX/XX/XXXX both to get a status on the agreement letter and to make a payment. I was getting suspicious because my experience with department of Wells Fargo was always changing. XX/XX/XXXX was one conversation, XX/XX/XXXX another and then I was receiving nothing in writing so I had no confidence that Wells Fargo would change thier mind on the payment agreement. It was n't until I received another letter from Wells Fargo indicacting they were trying to get in touch with me over this debt that I called and spoke to XXXX again. She seemed to be under the impression that I somehow knew she was my rep - I said no ( I had only spoken with her for about 15 minutes on XX/XX/XXXX ) she then informed me I had broken the agreement and my car was out for Repo. I explained that I was going to make payments and authorized her to withdraw {$570.00} which she did. then she called everyday, during work hours for the next week. I asked at one point to only contact me before XXXX XXXX  and not until after XXXX M-F and she kept calling. At one point during XX/XX/XXXX. I called after XXXX XXXX and spoke to a different Rep. who looked through the records and could n't tell me why she was calling. I asked that person to note on my account to only call me before XXXX and after XXXX he made those notes and asked if I wanted to file a complaint against XXXX I said no - just only call me when I 'm not at work - he said ok. XXXX kept calling and on XX/XX/XXXX at XXXX she called again and I asked to speak to her Supervisor and again I let the Supervisor know that I 've requested to be contacted on the above mentioned times and she said ok and asked me if I wanted to file a complaint against XXXX - agian I said no. XXXX stopped calling. On XX/XX/XXXX I contacted XXXX to make my XX/XX/XXXX. payment and this one was for {$50.00}. She took the payment and gave me confirmation number XXXX and asked me where my car was - i asked her why and she said it 's out for repo ( this is something XXXX says everytime we talk ) she phoned again on XX/XX/XXXX during work hours so I was unable to respond. On XX/XX/XXXX, while I was home for lunch a tow truck shows up in my driveway and I immediately call Wells Fargo asking why the tow truck is there and the person I spoke with told me I was n't making payments - I knew I was - the Supervisor would n't help so I was transferred to the Office of the President Dealer Services and spoke with someone there who gave me a case number XXXX and said someone would be getting in touch with me - the tow truck driver was still there but finally left. XXXX XXXX was assigned to the case and called me the evening of XX/XX/XXXX to let me know she 's working on the case and that my car was not out for repo - temporarily - and that I should send her anything I had and I did. I called her the next week asking for a status and she asked for proof of my XX/XX/XXXX payment from the bank which I sent her a screenshot of as proof along with the confirmation number. She finally phone me back on the evening of XX/XX/XXXX and stated that after reviewing ALL of the phone calls and my proof of payment she concluded that the Rep had mis-communicated several times from the beginning and that the XX/XX/XXXX payment was NOT applied to my account - therefore, the car was no longer out for Repo. She stated I was to call her back on the XX/XX/XXXX and she would include the Manager of the Loss/recovery department and explain what happened and that I was not to work with XXXX. So that 's what I did - XXXX was out on the XX/XX/XXXX so I phoned on the XX/XX/XXXX she kept me on hold while she communicated with the Manager of the Loss/recovery department and then transferred me to XXXX who promptly told me she could n't see any payments so she was not going to work on a settlement with me - when I said there were she then said I owed Wells Fargo $ XXXX/a month for three months that the value of the car was more than I owed so there was no settlement offer I thought this person may not have all the information since it was the week between XXXX and XXXX XXXX so I said I would call back after the first of the year where XXXX said I could work with XXXX. I was shocked! I immediately phone XXXX back and explained the response and that I would call back the following week. I phoned the loss/recovery department on XX/XX/XXXX and was not able to get connected. I spoke with XXXX emp # XXXX who said that department was not open yet and reconnected me where XXXX ( XXXX ) answered from the same department as XXXX and tried to connect me again - this time it went to XXXX # XXXX from the office of the President Dealer Services answered and tried to resolve the issue with loss/recovery. she came back on the line and said the same thing about the value of the car was more than what was owed. I asked her why I was offered a settlement this past summer when I owed more and the value was higher? This is when I said this seems like retaliation for my submitting a complaint against that department and that I wanted to file a complaint that number is XXXX and the complaint is that i feel like it 's retaliation against me for filing a complaint and now that department wo n't work with me. I 've explained to XXXX, XXXX, and XXXX that I was ready to make a payment on XX/XX/XXXX {$1400.00} a month for 4 months as a settlement. Next, I get a phone call from XXXX XXXX on the evening of XX/XX/XXXX explaining that the {$50.00} payment has yet to be applied to my account because it was applied to a closed account instead of my account so that complaint XXXX is still open. I asked about the XX/XX/XXXX complaint and she did n't seem to have any information which disturbed me greatly. I explained that I feel as if the loss/recovery department is retaliating against me for the complaint that was resolved in my favor. she said that one XXXX was closed because you ca n't have two complaints open with a single customer. I told her I was ready to make a settlement payment of over 1400/a month. she told me she has 2 to 3 business days to respond and would get back to me. I had n't received anything in writing and was concerned so I called the office of the president dealer services and spoke with XXXX who read back the notes XXXX had taken during our phone call on the XX/XX/XXXX and it sounds as if XXXX captured my concerns so I waited to hear something from XXXX this past Friday the XX/XX/XXXX and did n't hear anything. I 'm filing this complaint because I 'm concerned Wells Fargo will not address my concerns and instead wait this out and just come get my car! I 've worked hard to keep this car - I was unemployed and now adequately employed I 've been working with Wells Fargo to resove this issue and keep my car - can you please help me!

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 non-monetary relief