Consumer complaint received 2018-05-31
Company: WELLS FARGO & COMPANY
State: AR
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 initiated a phone call to Wells Fargo to make a payment towards my auto loan on or about XX/XX/XXXX with a Wells Fargo representative. After a few days had passed I noticed that the payment had not been debited from my account so I followed up with Wells Fargo by initiating a call to them. When I spoke to the representative I was informed that the payment appeared to have posted and cleared. After several more days had past I contacted Wells Fargo again by phone and the representative noticed that the payment had not been debited from my bank account and said that she would resubmit the payment. She also advised me at that time that it would be best to set a payment arrangement for the past due balance on my account XXXX. I gave the representative my payment information for a future payment. The first payment that I submitted on XX/XX/XXXX never cleared and as a result Wells Fargo placed my auto loan in a charge off status. I contacted the Office of the President at Wells Fargo XX/XX/XXXX after speaking to their collections department and their supervisors with no solution. XXXX XXXX was assigned to handle my case. The issue was regarding whether or not Wells Fargo 's representative made an error inputting my bank account information when I submitted my payment XX/XX/XXXX or if I gave the representative the account information incorrectly. After an investigation of the account XXXX found that Wells Fargo had made the error noting that if that payment had cleared then my account would not have fallen 120 days delinquent and placed in a charge off status. XXXX determined that the charge off could be reversed contingent upon me paying the {$1200.00} payment that had been returned for insufficient funds. I called in on XX/XX/XXXX and made the {$1200.00}. I logged into my Wells Fargo account and noticed that my account was still delinquent so I contacted XXXX and she informed me that my auto loan would go back into charge off status if I did not make a payment for {$1700.00}. I found this to be problematic because XXXX never explained to me or provided proper validation of the debt actually owed in our phone conversations or written correspondence dated ( XX/XX/XXXX ) that after I made the {$1200.00} payment that I would be responsible for paying a certain amount by a certain time, that my account would still be delinquent, and still be at risk for going back into charge off. I believe that XXXX deliberately deceived me by not providing all of the details regarding the charge off reversal to get me to make the {$1200.00} payment. I further believe that Wells Fargo shares in some of the responsibility to make things right as it was their error that caused the initial charge off action. In addition I called into Wells Fargo on or about XX/XX/XXXX and I specifically asked the representative if I should try to make a payment while things were being investigated by the Office of the President.I was told to hold off on making payments and I did not have an avenue to submit the payments online ( my acct was terminated ) or with a Wells Fargo Representative. I believe that it is unfair of Wells Fargo to admit their error, suggest that I hold off on making payments, and terminate my online access to make payments then later penalize me with past due payments and fees. I believe Wells Fargo should have allowed me to make a payment arrangement to assist me in bringing the acct current after the charge off reversed.

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