Consumer complaint received 2018-04-25
Company: WELLS FARGO & COMPANY
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
To whom it may concern, I am writing this letter in regards to the account number above. My name Is XXXX XXXX and I had an auto loan via Wells Fargo. Obtaining regular as well as gap insurance was a requirement for the loan. I acquired full coverage insurance via XXXX XXXX and Well Fargo used XXXX XXXX as the gap insurance provider. 

On or about XX/XX/XXXX a claim was made in reference to my XXXX XXXX . Super Storm Sandy hit the coast of the XXXX XXXX and due to the fact that I live at the XXXX XXXX, my car along with my home and other property was damaged. 

Lets reiterate the facts : I called in a claim to XXXX XXXX and reported that my car was washed away. Thank goodness, it was found piled on top of boats and the insurance company was able to retrieve and come to the conclusion that the car was a total loss. I also call XXXX XXXX and processed a claim, they informed me when XXXX XXXX pays the first portion, and they will then pay the remaining balance. 

XXXX XXXX paid Wells Fargo a sometime in XX/XX/XXXX. In addition to that, Wells Fargo advised me that they will assist with the process of my second half of the claim due to circumstances. 

Wells Fargo informed me that they sent over to gap insurance provider proof of payment as well as additional information pertaining to the claim. I called XXXX XXXX and they advised that they did not get a copy of anything from XXXX XXXX and or Wells Fargo. 

I have placed numerous calls to both Wells Fargo and XXXX XXXX regarding this issue and FINALLY, I found a representative at Wells Fargo who cared enough to try and assist. 

On XX/XX/XXXX I placed a final call to Wells Fargo and spoke to a representative XXXX ( ID XXXX ). Both XXXX and I called over to the gap provider and asked a numerous amount of questions. XXXX XXXX first conveyed that they did not receive ANY documents at all. We then asked for a manager who was as equally rude as the representative. The manager confirmed that they did receive documents however, they were missing a few things. They also conveyed that they send letters to me as well as, Wells Fargo requesting the additional information. I find that to be very un truthful, they could not provide us with copied of the letters to Wells Fargo and sent letters to an old address that I had-not sure how they attained the old address when I purchased the car living in NJ. 

My question is, why would Wells Fargo NOT provide any information to the gap provider when they want to be paid for the car? Also, my house and everything else was damaged and why did the gap provider not call me on the phone number that they have listed? Lastly, XXXX XXXX also notified them that they car was a total loss and payment was submitted. 

This company clearly does not and did not want to pay out the claim for whatever reason. This is insurance fraud and I would like for this company to pay the loss or Wells Fargo to forgive the remaining balance of the loan because I did what I was supposed to do and not being treated fairly. I have been disputing this since XX/XX/XXXX and it is now XX/XX/XXXX. I think it is very sad that a client has to go thru this and I will send a copy of this letter to the XXXX XXXX Federal Trade Commission and whoever else I can to make one aware of this.

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