Consumer complaint received 2018-07-27
Company: WELLS FARGO & COMPANY
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I am writing to you because I have filled a dispute to the Office of the president which they have acknowledged receipt of on XX/XX/XXXX ( See letter attachment ). My dispute was regarding a Wells Fargo wrongfully charging off my car loan Act ending in XXXX joint account with my XXXX XXXX XXXX. Last year XXXX I had fallen behind on my payments due to a hardship financially. In XXXX I went to Wells Fargo branch to make a payment, when I left the branch I called Wells Fargo Dealer Services to discuss that I wasnt able to bring my payment to current and to cancel a postdated payment I made to draft from my account for 2 months worth of payment and to inform them that I had just made at least one payment cash in the branch. I was really stressed because I had to take in several family members after the hurricane, I had lost power for a short period of time, food, on top of already struggling financially. A lot of us here in Florida had no power for weeks. At that time, I was told that I could get relief because I was a victim of the hurricane Irma. Wells Fargo offered to postpone my payments for 90 days. I was on the road at the time of the verbal agreement, so I didnt have a pen and paper handy to write anything down. Once I got settled and the whole hurricane situation died down I called Wells Fargo to get the terms of the agreement, so I could write everything down. I spoke to a rep that assured me that my payments will resume XX/XX/XXXX or XXXX. I asked this rep several times if she was sure. She went over my account notes and the agreement and assured me that I wasnt to resume payments until XXXX. Keep in mind Wells Fargo never sent the agreement to me in writing. Everything was done via phone. Please ask them to provide the phone recordings to you so that you can verify that what I am saying is the honest to XXXX truth. I heard nothing from Wells Fargo until XXXX. I got a call in XXXX from a Wells Fargo Dealer Services Rep. Telling me that I am 60 days past due attempting to collect the payment. I was in shock. I said 60 Days has to be a mistake I instructed this person to review my account to see that I was set up on the hardship program that post pone me to resume payments XX/XX/XXXX or XXXX. The rep reviewed and said no you are 60 days past due. I asked to speak to a supervisor who I requested that they pull my calls. When you call Wells Fargo Dealer services it says that ALL calls are recorded. They said that they would send my request to the escalation department. A day or two latter I got a call giving me the result of the review. This person told me that they listened to the calls and heard the rep tell me that yes, I am to resume payment in XXXX. This person explained to me that the rep told me this because I had a pot dated payment that posted so it appeared that I was caught up in XXXX, but that payment reversed making me 60 days past due, so when I got the hardship technically I was given 30 days of relief. I told this person that I told the rep to not include that payment because it was reversed and the rep I spoke to told me that she was not including that payment and assured me that I would have to resume payments in XXXX. She even reviewed my account several times. Again, ALL calls are recorded and if you listen to the call when the rep told me to resume payments in XXXX you will hear that what Im saying is the honest to XXXX truth. Anyway, the rep that called me with the resolution in XXXX said that it didnt matter what I was told and insisted that I knew I was supposed to resume payments in XXXX not XXXX and that it still stands that Im 60 days behind. I became stressed out again. Now back in a hardship because I now must pay two payments. Wells Fargo have proof and have listed to the proof of what I was told. I never got the agreement in writing, so I had nothing to reference to other than calling Wells Fargo for the information, and thats what I did. I called and was told to resume payments in XXXX NOT XXXX. Very unethical of Wells Fargo. I didnt make any payment in XXXX or XXXX. Technically if I was told to resume payment by XX/XX/XXXX or XXXX In XX/XX/XXXX or XXXX I would be 60 days past due right? Ok Fast fwd. to XXXX. I called to keep wells Fargo updated on my intention to pay off the loan as soon as I received my work bonus. At that time, I owed less than {$4000.00}. The loan was for {$20000.00} and I have had this loan since XXXX. Yes, I have been late. I even had a repossession in XXXX when I fell into a hardship, but I still paid what I had to pay and got my car back. In XXXX I called a few times and told the reps I spoke to that Im just waiting to get my bonus and I will be paying off the loan. They said they would notate my account. Then I called in XXXX a week prior to getting my bonus to set up an automatic draft of the remainder of the loan. At that time, I was told that they sent my loan to charge off 2 days before my call and I now must pay {$5200.00} to pay off the loan. I was so distraught. I begged and pleaded to have my loan reopened and that I want to pay it in full. They said No. I asked what I can do they said pay the whole thing. I said I dont have that much. I can only pay what I owed prior to the charge off. They said they can take that amount, but I would owe the rest of the {$5200.00}. I called several times begging for the loan to be reopened and to reverse the charge off and I will pay off what I owed prior to the charge off. They refused to work with me. I even got a letter telling me to call so we can work something out, but when I called it was no, we want the {$5200.00}. The only suggestion given was to sell the car, refinance it before the charge off hits my credit with someone else, or pay the full amount. So, they lied to me that I was to resume payments in XXXX, and then charged my loan off 2 months after they told me I was to resume my payments. They are saying I was 120 days past due but technically based off what I was told I was really 60 days past due at the time of charge off. I have been distraught about this ever since XXXX. I wrote my dispute stating all the above, I even found out that I have been paying CPI for many years on this loan. Causing my payments to be higher than they shouldve been. I got a repossession in XXXX because I struggled to pay more than what I shouldve been paying. Wells Fargo have caused a lot of stress on me. My credit is severely damaged due to this unfair charge off. My credit is suffering to this day. As you can see from the attachment Wells Fargo keep sending me letters telling me they need more time to review my account. For months I have called trying to get answers I either get hung up on during transfer or I get told its pending. I started to call the office of the president XX/XX/XXXX to get answers. On XX/XX/XXXX I left a message for XXXX. The one thats name is at the bottom of the letters I keep getting to say they need more time. I left vmail for call back. She never returned my call. Called XX/XX/XXXX spoke to XXXX. He was the first person that gave me a case # XXXX. He told me that from reading the account notes my case was in CPI remediation. I asked for detail of what that was. He said the forced insurance. He transferred me to XXXX because she is my case manager. I Again left a message. I called back asked for XXXX manager. I was given name XXXX ext. XXXX. I left her a vmail left case # and asked for call back and left a summary of my call. XX/XX/XXXX called left vmail for XXXX again. XX/XX/XXXX no call back so I called again spoke to XXXX I gave brief description I told her nobody has been calling me back so now I will be calling every day until I get a resolution. She said the manager XXXX will call me back. XXXX called me back and said my case is taking a long time because they are figuring out how much to reimburse for the CPI. Keep in mind. My main reason of dispute was the wrongful charge off, so asked what about the charge off. She said they are reviewing everything on a whole to see if the CPI addition effected my loan. I told her it has been 5 months they should have a resolution by now. She said she will have XXXX call me. XX/XX/XXXX XXXX called me basically saying the same thing as her manager. I told her that I saw a payment of {$230.00} on my credit report. XXXX told me that it was the CPI refund. OK, so if that was the refund why is it taking 5 months to review something that was already applied to the remainder of what I owed on the loan?? XXXX said it had to be reviewed. She didnt give me details on why it is taking 5 months to review my dispute of wrongfully charging off my auto loan. I called back on XX/XX/XXXX spoke to a Mrs. XXXX who told me my account notes state that the charge off was approved to be reversed. I asked for more detail she transferred me to the presidents office. I spoke to XXXX she told me the same thing that the charge off was reversed on XX/XX/XXXX. and was transferred to the charge off dept. they confirmed same thing but because it was recently done I had to call back the next day for more detail. I called back XX/XX/XXXX spoke to XXXX in the charge off department who told me the loan was closed to zero based on a decision to reverse the charge off her teller id is XXXX. Remember all calls are recorded so I am not lying. I called back next day to speak to XXXX XX/XX/XXXX because she said when we last spoke that she will call me when there is an update. Obviously from speaking to others in the company there was an update. I wanted to know when credit corrections would be made and when Im going to get a full resolution in writing. The last letter I got from her said id have a resolution by XX/XX/XXXX. No answer as usual. Left message no call back. I called again XX/XX/XXXX spoke to XXXX. She told me she will have XXXX call me and that XXXX isnt at her desk because she just walked past her. I asked to speak to a manager. Any way XXXX the team lead in the presidents office called me back. She refused to give me any details in my account. She lied and said she cant see any of my case information and that XXXX hasnt been in the office for a few days. Another lies because XXXX had just told me that XXXX just walked past her desk. This was my last straw with Wells Fargo dealer services. It is obvious that these people are very unethical and deceitful. CFPB can you please please enforce wells Fargo dealer services to provide a resolution ASAP. At this point I feel that they should write the loan off and delete the account from my credit report because they wrongfully charged off my loan, they have made my credit suffer for 5 months because I have been patiently waiting for them to provide a resolution and in the meantime their actions have severely effected my credit, and have caused me distress to my health and emotional state. I have tried to work directly with them and they are not acting in a timely manner.

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 monetary relief