Consumer complaint received 2018-09-07
Company: WELLS FARGO & COMPANY
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
Complaint with Wells Fargo Dealer Services My whole fiasco began XX/XX/XXXX when purchasing a vehicle. During the course of the evening, my husband happened to be looking at vehicles. He provided his vehicle financing information to his sales clerk at the same time I submitted mine. I did end up purchasing a vehicle that evening and my husband did not. Somehow, the dealership submitted the payoff amount to the wrong financing company, which resulted in paying off the wrong vehicle. 

A few weeks later, I noticed that my automatic payments were being returned. Upon a little digging, I realized what had occurred. I called the dealership and Wells Fargo Dealer Services right away. The dealership told me that they would handle things on their end. WFDS told me that my original loan account was closed and even if I wanted to make a payment, I could not because a loan did not exist anymore. I continued to try to make payments from that ultimately were returned to me because the Wells Fargo account was deemed paid in full and was closed. Since XX/XX/XXXX, I have called WFDS probably close to 60 times and have emailed the one and only internal contact that I have at WFDS, to simply ask that my loan be reinstated and revised to reflect a new maturity date ( pushed back now going on 9 months now ) and my payment due to be {$540.00}. 

Fast forward to XX/XX/XXXX. Unexpectedly, I received a bill from WFDS. The bill stated that my payment was due on XX/XX/XXXX, the maturity date has not changed and the bill included 6 months of supposed late payments. The bill also included fees and charges accrued. The bill showed that my so-called aka non-existent account was reinstated ( without my knowledge ), was delinquent and that I was expected to pay the entire amount, in full. The letter also stated that WFDS reported the unpaid balance to the credit bureaus. I was shocked to have received this bill especially since I received no verbal communication from WFDS. My account has always been good standing and I never once had a late payment. After I emailed and called about this bill, the account was once again closed. However, the account was and still is listed as delinquent and is in charge off status. Because of this, my credit score has been negatively impacted by over 300 points. Not only is my credit score now in the mid 500s, my husbands vehicle has continued to depreciate over the past 9 months and the amount owed remains the same. 

According to WFDS, due to unusual nature of this situation, my account was escalated to the WFDS Office of the President in XXXX. My account has sat pending, under their review since. Both the dealership and WFDS have admitted they are both to blame, apologized for their lack of communication and the fact that this issue has taken so long to resolve. All the while, I have sat waiting for closure, listening to lip service. WFDS specifically said that my original loan account was closed so even if I wanted to make a payment I could not, because a loan did not exist anymore. 

Over the past several months, I have reached out, multiple times a day, leaving more voicemails than I can count. I have left messages for XXXX XXXX ( ex XXXX, XXXX ) who is supposedly my account manager, XXXX XXXX ( XXXX supervisor and department manager ), and XXXX XXXX ( director of the entire department ). To date, I have not received a phone call from XXXX to whom I left multiple voicemails begging for assistance. Out of those calls, I received a phone call back from XXXX. He apologized for the delay in finding resolution and told me that my account was moved to the top and is sitting on a senior leaders desk for their review. XXXX did advise me that they were supposedly working with the dealership to have them pay for the past 9 months of my payments for their error, as a courtesy. This was several weeks ago and several more voicemails ago. 

At this point, I do not care how long it takes for WFDS to figure out how they want to proceed. I want my credit situation resolved. I have threatened to contact an attorney because I am confident that I have a case however I am ready to proceed seriously entertaining the thought of a initiating a lawsuit. I realize that, these types of cases usually cost the consumer quite a bit of money and result in little to no justice I feel that I need to do something.

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