Consumer complaint received 2020-04-23
Company: WELLS FARGO & COMPANY
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
In XXXX I purchased a new SUV. My employer co-signed for me. ALL payments were made by me. In XXXX of XXXX I decided to return to North Carolina. Mr. XXXX and I went to a Wells Fargo branch in MN and signed refinance paperwork to take his name off the loan and so I could register it in NC. In XXXX I became XXXX and missed a couple of payments. When I contacted Wells Fargo to make arrangements to catch up the payments I was told my payments almost tripled because of the CPI Insurance they added to my account back in XXXX. I explained that I had full coverage insurance and even sent them a copy of the policy. While I was working with Wells Fargo my SUV was repossessed. Wells Fargo said I had to pay an outrageous amount to get my SUV back. I just went ahead and purchased another car through someone else. In XXXX I started to receive letters from Wells Fargo about the CPI case and they were demanding copies of my insurance policy for the SUV. I called Wells Fargo and explained that it had been 12 years and I did not have that policy any more nor any documents. I was told since I could not supply any documents I would not be a part of the class action lawsuit and to ignore any further letters from Wells Fargo. On XX/XX/XXXX I received a XXXX letter, inside was a letter and a check for {$6700.00} from Wells Fargo. The letter explained that it was reimbursement for the CPI they added to my account. The only problem was the check was made out to XXXXXX X XXXXXX AND me. When I took the check to the local Wells Fargo branch they refused to cash it because XXXX name was also on the check. Because it had the AND between our names the check required both our signatures. I tried to contact Mr. XXXXXX and the only information I could find was he passed away in XXXX. I even contacted the County records in MN and I was told since there was no blood relation between me and XXXXXX I could not get a copy of his death certificate. I tried to call the number listed on the letter and I was informed their system was down but someone would call me within 72 business hours. I waited another week and returned to the local branch. The bank manager made a couple phone calls and escalated my concerns to " the Office of the President '' I was given a case number and a case Manager XXXX. Again I was told she would contact me within XXXX2 business hours. Never happened. I waited another week and called back the CPI payment program and was finally told they would research Mr XXXXXX. I finally spoke with my case manager on XX/XX/XXXX. She told me they would look into Mr. XXXXXX death and get keep me posted. She also told me that they had no paperwork for the refinance and that was why the check was made out to both of us. Since that call I have called her office 13 times and left messages and never received a call back. She only returned my call on XX/XX/XXXX when I said I was going to file a formal complaint. At which time she said my case had escalated to the business department and they would make the decision on whether to continue looking for information on Mr. XXXX or re-issue the check, She said she would call me back on the XX/XX/XXXX which she never did. I have also called the CPI payment program 19 times and was told I would receive a call back from their escalation dept. No one has ever called me back. I called the CPI department again today and was finally told that they could not find Mr. XXXX  and they would NOT be re-iussuing the check. But they offered to send me the packet for mediation.

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