Consumer complaint received 2017-10-30
Company: WELLS FARGO & COMPANY
State: CT
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Struggling to pay your loan

Complaint:
I fell behind on my car payments due to issues at home. On XXXX XXXX XXXX I contacted Wells Fargo Dealer Services to inquire about setting up payment arrangements to bring my account current. At this time, they told me I was behind 116 days on my account and that my car was out for repossession so I could not make payment arrangements until I made a payment of at least {$820.00}. She stated that this payment would remove my account from repo status, and then I could set up payments arrangements to bring the rest current and get back to my regular payment schedule. I was behind by a little over {$1200.00} at the time. The rep asked me if I had the {$820.00} to pay that day and I told her I did not. That I could not pay it until that following Wednesday which was XXXX XXXX XXXX. She advised me that I could make that payment at any Wells Fargo Bank or I could pay it using XXXX XXXX and she provided me with my account number and the information that I needed for XXXX XXXX. She stated that once I made that payment, I needed to call back in to report the payment, and then at that time we would set up arrangements for the remaining balance. She said she notated my account so that whatever rep I got would be able to assist me with the arrangements and removing my account from repo status. Well on XXXX XXXX XXXX I made my payment as promised and I called back in to Wells Fargo Dealer Services as soon as they opened at XXXX EST to let them know that I had made the payment. When I finally reached someone, the rep told me that my account had been sent to the charge-off department because it had reached 120 days, therefore I could no longer set up a payment arrangement and that I had to pay the full balance of over {$13000.00} in order to take my car off of repo status. I explained to that rep what the previous rep told me and explained that she never advised me to make the payment before the 120 day mark so that my account would not charge-off. They told me that my account had charged-off the day before I made the payment, XXXX XXXX. I explained to them that if I knew it would have charged-off the day before, I could have borrowed the money from someone for one day and made the payment on time. I asked the rep about speaking to a supervisor because he told me that they could not take my account out of charge-off and that my only options were to pay the full balance, sell the car to make the payment, or trade the car in with a dealer to finance another car. He then told me that he could transfer me to the Office of the President and that they could listen to the call and see if they were at fault if the rep did not mention the account charging off at the 120 day mark. I told him, " Yes please do. '' He then transferred me to the Office of the President where I spoke with XXXX and explained the entire situation. XXXX told me that she would open a case for me and she provided me with the case number. She stated that they would pull the call from when I called in on XXXX XXXX, XXXX to see if the rep mentioned the 120 day charge-off to me. If they were at fault they would work with me to switch my account back to where I could start making my monthly payments again and take it out of charge-off status. She advised me that I would hear back from someone within 24 to 48 hours during business hours. Due to the urgency of my situation, I called back to the Office of the President within two days on XXXX XXXX XXXX because I did not hear back from anyone. I spoke with a rep and she advised me that my personal assistant, XXXX, was out of the office for bereavement and that she would be back in the office on Monday so I should expect to hear back from her by Wednesday if not sooner. I asked the rep if XXXX 's supervisor was available because I was worried about my account staying in repo status. She let me speak with one of  XXXX 's team members ; the team member told me that she would contact the charge-off department to place the repo status of my car on hold while they looked into my situation. She again advised me that they would have to pull the call to see if the rep mentioned anything to me about the 120 day charge-off to see if they were at fault. I thanked her and we hung up. On Monday, XXXX XXXX XXXX at XXXX EST, I received a phone call from XXXX from the Office of the President. She explained to me that she pulled the call and listened to it. She admitted that I told the rep that I would make that payment on the XXXX of XXXX and she admitted to hearing everything that I stated I was told on that call. She even admitted that the rep did not advise me that my account would charge-off at the 120 day mark. She stated that they are not required to provide that type of information to me so therefore there is nothing they could do and my account would now go back to repo status. I feel that this was very unethical and unfair. I made the payment as I was advised to do and then it seems as if Wells Fargo Dealer Services was not willing to work with me as promised. My account would have been made current by now if they did as they promised and let me make my payments. They also made it very difficult for me to speak with the correct department. I got transferred numerous times and sent to the wrong department numerous times. It took me 2 and 1/2 hours to reach the correct person due to their phone system. I admitted to them that it was my fault that I fell behind, but that should not give them the right to outright lie to me. I made a payment of {$820.00} for nothing because my account is still in charge-off status, I can not make my monthly payments, and now I am left to make a decision to trade in or sell a car that I have been paying on for years and I invested a lot of money in it. Please I need help in this situation! I am a consumer who ran into some hard times that tried to make the situation right and pay what I owed yet my loan provider did not care or have any compassion or concern for me.

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 non-monetary relief