Consumer complaint received 2018-08-06
Company: WELLS FARGO & COMPANY
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am providing an update to this case and XXXX  case number XXXX. I am also adding to my rejected statement stating why I am rejecting the response received from XXXX XXXX Office of the President representative. 

My husband and I went back to the XXXX Branch to follow up on case results of surveillance camera. We also went over the payment history received from Wells Fargo Dealer Services in the mail. We went over this information with Mr. XXXX XXXX XXXX Customer Care Representative at the XXXX branch who worked with us on this matter back on Thursday XX/XX/XXXX. Since XXXX and Wells Fargo Dealer Services personnel and the Office of the President personnel continues to proclaim not receiving certified mailed copies of payments and scanned in emailed copies of payments made to Wells Fargo Dealer Service account payable we brought that same certified mailed in documents and copies of payments made Wells Fargo Dealer Services on my truck note to the XXXX branch to have the branch manager review and fax to Wells Fargo Dealer Services. 

My husband XXXX and I brought in all copies of our payments made and letters mailed to Wells Fargo Dealer Services. The copies of the payments paid since XX/XX/XXXX to present XX/XX/XXXX. XXXX XXXX XXXX XXXX assisted us by contacting Wells Fargo dealer Service to discuss the incorrect payment history received in the mail from XXXX XXXX ( Office of the President Representative ). We spoke with XXXX XXXX ID XXXX in collections on XX/XX/XXXX. He stated our auto loan is 105 days past due. Of course we disputed that being that there are missing payments and incorrectly applied partial payments which were full payments that Wells Fargo Dealer Services decided to place some of my auto payments in a holding account ( what ever that is ). 

Per Mr. XXXX XXXX ID XXXX He stated we were 105 days past due with a credit in the holding account of XXXX from overages and shortage payments made. Mr.. XXXX went over the payment history with XXXX branch CSR Mr. XXXX XXXX , myself and XXXX . Mr. XXXX sated the following is what he saw per the payment history : XXXX XXXX received {$550.00} - Branch Payment XX/XX/XXXX- received $ XXXX-Branch Payment- in which is we disputed and stated that we made payment of {$620.00}. and that XXXX is missing and believe by us that those funds were stolen. 
XX/XX/XXXX- received $ XXXX- branch payment XX/XX/XXXX- received {$510.00} Telephone payment. Per Mr. XXXX this payment was reversed off on XX/XX/XXXX due to no found account. At that time Mr. XXXX XXXX asked do he not see a money order payment for that month for {$510.00} Mr. XXXX responded no. No payment was received for the month of XX/XX/XXXX. Myself and my husband XXXX disputed this. We provided the copy of the money order, in which was mailed into accounts payable. It was also sent to XXXX and other personnel in the Office of the President at Wells Fargo Dealer Services and sent within the certified mailed documents that was signed for. 

So this was marked as issue missing payment number 2. 

XX/XX/XXXX - received {$510.00} money order payment. Per Mr. XXXX employee ID XXXX stated this payment received was applied to the month of XX/XX/XXXX. This is also what XXXX placed in her corresponding letters to me and the XXXX  Case XXXX and to Consumer Financial Protection Bureau Cas # XXXX and OCC Case # XXXX, office of the Comptroller of Currency Case ID # :XXXX. 
XXXX XXXX stated, '' You expressed concern about a missing payment that was not applied to your account in XX/XX/XXXX in the amount of {$510.00}. Based on the information you provided to us we were able to identify the transaction and found that we did receive a payment for {$510.00} that posted on XX/XX/XXXX an was applied towards the XX/XX/XXXXnstallment. '' Please help me understand why would XX/XX/XXXX payment received be applied to XX/XX/XXXX if XX/XX/XXXX payment of XXXX was already received and applied to XX/XX/XXXX? Where did my first applied branch payment for XXXX {$510.00} payment go to? 

We will mark this as issue missing/stolen payment number 3. 

XX/XX/XXXX- received {$510.00} -Money Order Payment XX/XX/XXXX - Per Mr. XXXX there was no payment received. My husband and I disputed this as well. we provided the copy of the XX/XX/XXXX Money Order that was mailed to Wells Fargo Dealer Services Accounts Payable to Mr. XXXX XXXX -Branch CSR . He then confirmed with Mr. XXXX from Collections if he sees that XX/XX/XXXX money order and Mr. XXXX stated No. This is the same copy of XXXX money order that was emailed to XXXX and other personnel members in the Office of the President. However, all deny receiving it within the scanned in copies of dispute letter, bank statement and copies of all payment receipts from the bank and all money order payments in question that were emailed multiple times. At this point Mr. XXXX requested for a copy of proof of payment for XXXX 's payment, XXXX 's payment and XXXX 's payment. Mr. XXXX XXXX XXXX faxed all to Dealer Services Support Services regarding account # : XXXX. These documents were faxed from the XXXX branch on XX/XX/XXXX. 

Last issue, if my account is supposedly 105 days past due why is there a credit of XXXX in a holding account? why was I not notified of this money being stashed in a separate account I know nothing about? Will I receive the interest off of this money being stashed in this holding account Wells Fargo Dealer Services created? 

Also, per the payment history received in the mail from Wells Fargo Dealer Services l why was is charged for CPI PREMIUM in XX/XX/XXXX when I has full coverage on my truck? You charged me {$750.00} for this premium. Why was I not asked for proof of insurance before this premium was assessed to my account? Why was CPI Premium of {$750.00} not credited back to my auto loan account? 

My husband and I will consider this as issue of missing funds from account number 4 and 5 At this time we are pending for payment research to be completed in 7 to 10 business days.

it is of no surprise to me that XXXX and Wells Fargo Dealer Services is always in a hurry to close cases while in the middle of an extensive investigation. XXXX did not even allow a response from me in which I had up to 5 days to accept or reject the response provided. XXXX closed the case the same day she submitted the response letter. 

Do understand Wells Fargo Dealer Services can continue to try and convolute matters by constantly closing cases forcing me to have to reopen a new case. It is my opinion Wells Fargo Dealer Services want to try and make it difficult for me to keep track of all the cases they closed prematurely. Do understand that I am keep track of all cases closed and opened. I will get to the bottom of finding this money that is summing over two thousand dollars and that includes erroneous accessed fees placed on my account due to Wells Fargo fraudulent accounting practices. I did open a new case # :XXXX. this one replaces the one XXXX closed on XX/XX/XXXX. This new case was opened by XXXX- customer Service Rep in the Office Of The President. I spoke with her on XXXX XXXX I have numerous of times asked and requested for these wrongfully applied late fees accessed to be credited back and taken off my account. This account is behind due to your misapplied payments methods, not applying received payments properly and placing received moneys in a holding account without my knowledge was caused by your corrupted accounts payable/ accounting department personnel and your bank branch staff. 

Also, you have destroyed my credit standings by falsely reporting 8 negative remarks about my auto loan that is not 105 days late. I am asking for this to be corrected and cleaned up with all 3 credit bureaus Resolution Request : 1. Wells Fargo Dealer Services to Correct all missing /not applied funds we have sent to you. 
2. Correct my credit for you have reported 8 negative credit reporting in which has effected my credit scoring nd my ability to obtain credit extended to me 3. Remove all late fees off my account and bring back to good standings as it was. 
4. I wish to be released from this loan as paid in full status. This has been the worst most stressful experience I have had in dealing with Wells Fargo branches and Wells Fargo Dealer Services. 
You constant harassment and rude attitudes received from your collections department and customer service, and threats from you stating repossession of my truck etc 5. Prosecute the person who stole my XXXX for my XX/XX/XXXX payment of XXXX 6. Requesting a written apology for all the issues and wrongful accounting methods implemented on this account. 
7. CPI Premium of {$750.00} to be credited back to my auto loan account PS : XXXX Case XXXX and to Consumer Financial Protection Bureau Cas # XXXX and OCC Case # XXXX, office of the Comptroller of Currency Case ID # :XXXX.

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 monetary relief