Consumer complaint received 2017-02-02
Company: WELLS FARGO & COMPANY
State: MD
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
On XX/XX/XXXX at approx. XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX ; at the direction of Wells Fargo Bank NA. DBA Wells Fargo Dealer Services, XXXX, XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX, repossessed my XXXX XXXX XXXX. I contacted Wells Fargo Bank NA. DBA Wells Fargo Dealer Services later that same day inquiring about my vehicle, personal property, and the amount of cash needed to recover the vehicle. The representative I spoke with asked me call back in the next day or two and they would have the total amount owed. A few days later I received a certified letter stating that I had 15 days to pay either option A or B to recover my vehicle. On XX/XX/XXXX Before the 15 day deadline as stated in the certified letter, I chose option A and paid the total amount requested {$880.00} plus an extra {$210.00} ; before making the payment I called Wells Fargo Bank NA. DBA Wells Fargo Dealer Services to make sure the amount stated in the letter was all I needed to pay. During my conversation regarding the total amount due the representative on the phone ( XXXX ) told me that another payment was now due and I needed to pay that as well making the total payment due {$1100.00}. After complying with everything Wells Fargo Bank NA. DBA Wells Fargo Dealer Services required, I called back to give them the XXXX XXXX payment tracking number and was told that my vehicle had already been taken to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX and I had to pay the auction company fees to redeem my vehicle. I then inquired about my personal property that was in the vehicle and was told that I had to pay a storage fee before I could collect my personal property ( this was after I 'd being told nothing would be touched in or outside the vehicle ). I than called PAR Services to find out if my vehicle had actually been sent to auction and was told by a XXXX XXXX representative that my vehicle was taken to auction about two weeks ago, which means it went straight to auction after it was picked up. This further goes against Wells Fargo Bank NA DBA Wells Fargo Dealer Services 15 day deadline as stated in the certified letter I received. I asked the PAR Services representative about the vehicle license and the amount I needed to collect my personal property and was told, XXXX XXXX had XXXX XXXX XXXX XXXX and spoke a representative named XXXX who told me that XXXX XXXX XXXX XXXX had received the Vehicle Release Certificate from Wells Fargo Bank NA DBA Wells Fargo Dealer Services but I could not pick-up the vehicle without an appointment and payment of {$380.00} storage fee that has a daily increase of {$4.00}. 
My compliant is that Wells Fargo Bank NA DBA Well Fargo XXXX XXXX sent me a certified letter giving me XXXX options to recover my vehicle within 15 days from the date of the certified letter and assured me on XX/XX/XXXX during our initial phone conversation that nothing would be taken from the exterior or interior of the my vehicle. Wells Fargo Bank NA DBA Wells Fargo Dealer Services literally lied to me ( the customer ) and totally disregarded all statements made in the certified letter and their statements to me ( the customer ) over the phone. According to the laws that govern Consumer Protection and the XXXX Civil Code this event should have not happened this event should not have happened. Wells Fargo Bank NA DBA Wells Fargo Dealer Services sent my vehicle to auction well before 15 days had expired. My opinion this incident has put a bad light on banking industries lending practices and given me a front seat view to the corrupt business practices of Wells Fargo Bank NA.

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