Consumer complaint received 2017-09-26
Company: WELLS FARGO & COMPANY
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
I obtained a loan from Wells Fargo Financial via phone since I am a preferred customer. The loan would include the complete buy off amount from XXXX, including the cost of paying the sales tax when I register the vehicle. 

When my loan was completed, the tax was not included as we discussed in our lengthy phone converstation. That was issues # 1. So now we needed to go and re-finance my loan to include the {$2100.00} needed to pay for the insurance at registration. We discussed that the loan terms/interest rate, etc. would stay the same and that there would be no charge for the re-do of the loan since it was an error made on Wells Fargo 's part. However, the loan interest rate increased. 

For the second loan I opted to not take the Gapp. Since I cancelled the Gaap insurance within 60 days I was supposed to receive my Gapp Insurance fees back, as metioned on the signed Gapp Addendum. I received a {$74.00} check. I am still not sure what that is for. I have not received my Gaap refund as of today. 

Here is my issue ... .When looking at the paperwork, I noticed that none of the numbers of the loan matched what was paid off and paid out. Below is what I beleive should have been my closing statement for the loan. 

Pay off of XXXX XXXX XXXX {$26000.00} Paid on XXXX/XXXX/XXXX Loan Fee {$99.00} Gap Insurance {$590.00} That would be a total of {$26000.00} for the loan to pay for all fees. 

The amount sent into XXXX XXXX XXXX to pay off the loan amount was {$27000.00}. Where is the remaining balance? 

Next, I received my statement in the mail and my statement says my loan amount was for XXXX. Where did that number come from? Again, my loan should have been for XXXX ( without taxes ). 

{$28000.00} XXXX {$690.00} This the difference between the two amounts ( did I get charged for Gaap fees again? ) Next I went ahead with the refinance and again to add the sales tax, those numbers dont add up either ( since the first payoff was wrong ). In addition, since I cancelled the Gaap insurance, I am supposed to get a refund of that amount of {$590.00} ( or prorated ). I also paid a few payments for the first loan, but dont see that it was taken into consideration on paying off the first bad loan. 

Again, the numbers on both of the loans are incorrect! 

I have spent too many long hours trying to figure out where all these numbers are coming from and why they are different. This includes sitting at the bank with a personal banker and on the phone at the same time with a rep from their loan office. With no one every getting back to me via email or phone. 

I also contacted the person handling the loan via email serveral times, they seemed to be confused as well and said they would get back to me and I received no reponse. I found two contacts that were in the upper management XXXX XXXX XXXX and XXXX XXXX. ) and I sent them an email regarding all the numbers being incorrect and they said they would get back to me and to date I have not received any response from them as well. 

So to date I have been to two branches and have emailed the loan orginator as well as the upper management and I cant get anyone to tell me why all the loan numbers are incorrect and to finally fix what they did wrong and refund any money that was incorrectly charged. 

I have copies of the emails and all the loan documents, and none of the checks disbursed make sense either. I am hoping that by writing this complaint that someone will finally help me clear this up.

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