Consumer complaint received 2018-05-01
Company: WELLS FARGO & COMPANY
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Problem after you declared or threatened to declare bankruptcy

Complaint:
I financed a XXXX XXXX XXXX in XX/XX/XXXX from Wells Fargo Dealer Services ( WFDS ) from XX/XX/XXXX through XX/XX/XXXX theyre were no issues. I fell behind because I gave up a second job that I had and started to fall behind on my car payments. 

On XX/XX/XXXX, the vehicle was repossessed. I went on XX/XX/XXXX to retrieve some belongings and took photos of the car. Everything was okay. I had talked to the redemption and made arrangements and they extended the time to catch up the payment. 

On XX/XX/XXXX I filed for a Chapter XXXX bankruptcy and contacted WFDS. They started becoming very difficult and nasty to deal with. They said any arrangement I had with regard to the car was null and void. A claim was filed with my auto insurance carrier for front end damage due to the typical minor scrapes and dings that occur with a car and the car was transported to auction even though I had paid over half the amount owed to get the vehicle back. I was alarmed about the claim filed with my auto insurance as I had thought the car was damaged while being towed. I contacted the office of the president at WFDS. 
That case was assigned to a male rep. 

I had paid the remainder on XX/XX/XXXX and had contacted WFDS to get the redemption paperwork sent to the auction place in XXXX. When I had called they played games. The bankruptcy department transferred me to the office if the president and the rep assigned to my case XXXX i had already left two voice mail messages for him. His tone was arrogant, snippy, condescending, and unprofessional. He said he was waiting to hear back from WFDS in-house counsel on if he could call me back. 

I then called my bankruptcy attorney and she and I both were in the line with the WFDS bankruptcy department. There were several people looking at my account. I was on hold for over 10 minutes. My attorney called me back and told me they were not releasing the vehicle until I paid the repo fee. Now Im a letter dated XX/XX/XXXX WFDS wrote me and advised of the total amount that I had to pay to get the vehicle back and the amount I had paid included the repo fee they see saying that I had not paid but did pay. I left work early to go home and to retrieve the document that WFDS mailed to me and then go to my attorney office with it. She sent them an email and attached the document. Sad, right? Then they faced the release to the auction place in XXXX. I called the auction place in XXXX he did not receive the fax so the release was emailed. 

Then I was given misinformation that the vehicle could be brought to my residence and when I called WFDS to verify the release of the vehicle had been processed and I was told the vehicle could not transported to my residence. 

So on Monday XX/XX/XXXX I caught a train to XXXX to get he vehicle and spent over {$40.00} to go to get a ride using XXXX to the auction place. The vehicle was released. I did a quick inspection of the body, front, sides and rear as far as the bumper and nothing appeared to be damaged. When I drove off to find the nearest gas station the car was making a whirring sound and I had not noticed that sound the last day I drove it on XX/XX/XXXX. I attributed to it being parked out doors and extreme weather conditions I then pulled over and called XXXX to request a tow back to Wisconsin as the sound got a little louder. While waiting I had on my emergency blinkers and my battery died. A new battery I just purchased in XX/XX/XXXX. 

When the tow truck driver was loading the car he noticed how misaligned the front left driver side tire was. He had said while the steeeing wheel was straight the tire was outward. He said he used to be a mechanic and upon a vehicle inspection he checked underneath and stated nothing appeared to be broken. 

When I arrived back him he jump started the car and my battery was working again but when I went through the alley to park the car the car made a screeching noice as I turned the corner I could not straighten. The steering wheel and my stability control light was on. 

The vehicle did not have this issue the last time I drove it on XX/XX/XXXX. My front driver side wheel was not protruding outward and unable to move or be straight on XX/XX/XXXX and didnt appear that way on XX/XX/XXXX when I took photos. The vehicles tire or suspension was damaged when it was transported from the repo agent to the auction in XXXX. I have paid over 2500.00 to get the vehicle back and its not the same as it was prior to the repo.

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