Consumer complaint received 2018-04-17
Company: WELLS FARGO & COMPANY
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
In XX/XX/XXXX I made a {$700.00} payment to my sons Wells Fargo Auto Loan. I gave the representative permission to take the funds out of my account. Somehow the funds was taken out of my sons account, an investigation was done and being that my son is a signer on the account they added the funds to the loan. I received my XX/XX/XXXX statement that reflected the {$700.00} payment. On XX/XX/XXXX I received a letter stating the {$700.00} was returned. It was not returned back to my sons account ; nor was it returned to my account. I called Wells Fargo on XX/XX/XXXX to find out what was going on, I spoke to a representative named XXXX. XXXX told me that the account shows that my son owes {$1100.00}. I replied to XXXX that, thats a mistake and my son did not owe that amount. I also told XXXX what happened in XX/XX/XXXX, he said thats not what he is referring to. He said on XX/XX/XXXX a check was returned to the bank in the amount of {$570.00}. I asked him? What bank was it returned to? He said he did not know and hes going to put his supervisor on so she could assist me further with this matter. He placed me on hold and his supervisor XXXX came on. She proceed to say the same thing XXXX said in regards to the {$1100.00}. I told her as well that, that was a mistake and I needed for her to explain to me where this amount was coming from? She then said she s going to put in for an investigation ; to the office of the president and someone from this office will contact me. No one from the office of the president has yet contacted me. On XX/XX/XXXX I received a notice of Default and Requirement of Strict Compliance. So I called Wells Fargo back and spoke to a representative named XXXX. She said that their records show that we owe {$1100.00} on the loan. I told her I spoke to a supervisor in regards to the loan being {$1100.00} and she said she was putting in a investigation to see what was going on ; and now you are calling talking about the loan is {$1100.00}. I asked her to explain whats going on and she said the account is paid up for XX/XX/XXXX and the payment I made for XX/XX/XXXX went to XX/XX/XXXX Payment. I asked her to repeat that! Which she did. I told her, that did not make since and she agreed. She then transferred me to someone named XXXX. XXXX got on the phone and said the same thing XXXX said in regards to the {$1100.00} that was owed. I told her I spoke to a supervisor and she put in for an investigation in the amount, of {$1100.00} ; so where did this {$1100.00} come from? XXXX said shes going to have the collections department call and if they do not call back, she will do the follow up. I have not yet gotten a follow up call as of yet from XXXX. Wells Fargos representatives calls to collect on a debt that no one seems to know anything about. When I ask, where are these amounts coming from? All they do is transfer me and leave me on hold. This is very time consuming and fraustrating. Just to get answers from them. I received a letter from them stating they want my son and I to pay the remaining balance in the amount of XXXX. We do not have this kind of money. The mere fact that no one from Wells Fargo has not been able to tell us where these two amounts are coming from, tells me that someone made an error and they want my son and I to pay for it. My experience is not good costumer care, as They claim to value their customers. They have not afford my son and I, the opportunity gain any information in regards to whats going on in this matter. Or the opportunity to try and resolve this issue. I am also asking that once this issue is resolved ; Wells Fargo removed the bad report placed on our credit report. We would be very grateful for the assistance from someone in your office-in helping us resolve this issue. Thank you in advance. See attached documents ; Statement that shows {$700.00} payment added to loan and letter stating {$700.00} returned. Also see Bank statements for payments in the amounts of {$120.00} and {$500.00} made in XX/XX/XXXX. These where the payments made after the {$700.00} was added to the loan. According to the XX/XX/XXXX Notice of Default and and Requirement of Strict Compliance Wells Fargo claims in the letter ; my son and I failed and refused to pay the full monthly payment installment of {$250.00} due and payable on the XX/XX/XXXX day of each month for the month of XX/XX/XXXX through the present. See attached notice and amount recorded of {$1100.00}.

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