Consumer complaint received 2022-01-28
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
On or about XX/XX/2021, I entered into an auto retail agreement with Wells Fargo Auto Finance. Subsequently, I contracted XXXX and was unable to make payments on the vehicle as I was temporarily unable to work. 

I made contact with Wells Fargo Auto on or about XX/XX/2021. During the recorded conversation with a Wells Fargo Auto representative I requested a 'COVID 19 ' related deferment. The Wells Fargo Representative denied my deferment request stating, 'Wells Fargo was no longer offering a deferment program. ' The representative stated the COVID 19 deferment ended and as a result, I was not eligible for any type of relief. ' Additionally, to prevent repossession, the representative did not offer or allow me to make payment arrangements. 

However, to date, Wells Fargo has made available on its website the option for deferments options to its current customers who have fallen behind on payments for non specified reason. 

Although Wells Fargo was in possession of my current address, as I'd updated the address through the internet portal, 'it ' ( Wells Fargo ), refused to comply with government regulations in sending a 'Notice of Intent to Repossess ' to my current residence, although my current address was the physical location where my vehicle was repossessed. 

On or about XX/XX/2021, my vehicle was repossessed by Wells Fargo without proper notice and without affording me the same opportunity as other Wells Fargo customers. 

Wells Fargo has consistently FAILED to address each instance and/or violation listed above. 

The Fair Debt Collection Practices Act ( FDCPA ) ( 15 USC 1692 et seq. ), was designed to eliminate abusive, deceptive, and unfair debt collection practices. It also protects reputable debt collectors from unfair competition and encourages consistent state action to protect consumers from abuses in debt collection.

Wells Fargo 's actions are unfair as equal treatment was not provided to my account as was provided to other Wells Fargo customers who were allowed to take advantage of COVID 19 relief.

Wells Fargo 's actions are deceptive as 'it ' ( Wells Fargo ) was aware of my current present address, however, continued to send mailings and the 'intent to repossess ' to the incorrect address. However, when Wells Fargo illegally repossessed my vehicle they did so at the address which I provided as an updated address in their 'internet based ' portal. 

Wells Fargo 's actions were deceptive as 'its ' ( Wells Fargo XXXX representative refused to allow me to make a payment arrangement which would have prevented the repossession of my vehicle. 

IT IS WELL DOCUMENTED WITHIN WELLS FARGO 'S OWN RECORDS 'IT ' ( WELLS FARGO XXXX HAS MADE EXCEPTIONS BY ALLOWING OTHER CUSTOMERS WITHIN ITS SYSTEM TO TAKE ADVANTAGE OF THE COVID 19 DEFERMENT PROGRAM. 

Conclusively a thorough investigation is required.

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