Consumer complaint received 2017-07-07
Company: WELLS FARGO & COMPANY
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
ORIGINAL COMPLAINT # XXXX. Wells Fargo Dealer Services has " closed '' complaint however I am not satisfied with the result as is the same runaround as have been receiving all along. I will copy and paste the original complaint at the bottom. The resolution supposedly states that I now owe bogus interest as a result of late payments and deferred payments however other than 1 payment that was 30 days late, I paid ALL payments within 30 days and always paid the extra {$26.00} which was supposed to cover such charges and as far as the 3 deferred payments that " XXXX XXXX '' alludes to, I had to pay an " INTEREST FEE '' at each time of deferment of which it clearly states this in ALL 3 letters I received from Wells Fargo confirming each deferment. I have each letter stating there was no charge for the deferment however a {$25.00} fee for INTEREST. Furthermore, as my maturity date was XX/XX/XXXX and I was under the impression this was my LAST payment, PER MY CONTRACT, Wells Fargo was supposed to have submitted to me a notice telling me about any " extra '' charges due on my account prior to my FINAL payment which they failed to do. XXXX XXXX is so quick to point out the terms of my contract however fails to realize that they themselves did not adhere to the contract when they failed to submit this notice if I supposedly owed them any extra money. Also, according to XXXX, these charges are for " INTEREST '' however I am clearly being charged CAR PAYMENTS!!! 2X {$400.00} plus two late charges for failing to make my XX/XX/XXXX and XX/XX/XXXX car payment of {$20.00} ea!!! I have copies of these screen shots from my WFDS internet log on page as well. So I 'm sorry if I DO NOT buy into the " interest '' XXXX they are trying to sell me. I believe they are trying to get deferred payments that were already paid to them and that is what this is about. Each time to CSR 's call, they are asking for XX/XX/XXXX and XX/XX/XXXX 's payment, not for owed interest payments. This is complete lunacy from a company that # 1, illegally foreclosed on my home mortgage and # 2, has a current lawsuit against them for violating the Telephone Consumer Protection Act and # 3 when they originally answered this complaint, they answered it with ANOTHER customer 's information of which I had the foresight to print and will send to XXXX XXXX XXXX so he can see how they are misusing his personal information! They are the ones that do not keep their records straight! *********************************END ORIGINAL COMPLAINT FOLLOWS : We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT I bought a car on XX/XX/XXXX and it was financed thru Wells Fargo Dealer Services for 66 months with the first payment beginning on XX/XX/XXXX. The ORIGINAL maturity date would have been XX/XX/XXXX however I had 3 deferred payments, not in a row, and at time of each deferment, I had to pay an interest fee. I also received paperwork each time which extended MATURITY date by one month with the FINAL MATURITY DATE being XX/XX/XXXX which is 3 months from the ORIGINAL MATURITY date. I have ALL paperwork documenting deferments, vehicle contract, etc. I made my last payment and have been patiently waiting for my title. Imagine my surprise last Monday, XX/XX/XXXX, when Wells Fargo called to say I was 22 days late with my XX/XX/XXXX payment!!! I explained to the customer service rep that I had made all 66 payments therefore no longer owed any additional payments. This is when the chaos really begins. She insisted I owed 3 MORE payments!!! I asked to speak to her supervisor, XXXX, she also said that the account was past due but she had a different figure. The next several people we spoke with - all had different figures but nobody could come up with WHY or where their figures were coming from. We spoke to XXXX, a Supervisor in the ( XXXX ) area code who counted the payments while we were on the phone and acknowledged that YES, all 66 payments had been made so he did not understand what was going on with the account and suggested we call the Office of the President. And it really got worse from here. XXXX from the Office of the President opened up a complaint for us and she was awful. She insisted that my original MATURITY date was XX/XX/XXXX and add the 3 months deferred to that and that 's where the money I owe is coming from. It 's basic math. XX/XX/XXXX to XX/XX/XXXX is 66 months. Add 3 months. You get XX/XX/XXXX - not XX/XX/XXXX. Plus I have record of all 66 payments so here I am - no car title ; Wells Fargo steadily calling me every day saying I owe them money but not one person in that company can really explain how they got to this even when asked how it is I 've paid 66 payments and 3 more payments makes 69 and not to mention what this is doing to my credit score. I have a daughter in her third year at XXXX XXXX who relies on me for  Government loans and if my credit is steadily being ruined, then I can not quality for her loans. Please help me. This is beyond ridiculous. Wells Fargo Dealer Services HAS GOT to be held accountable at some point.

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