Consumer complaint received 2015-10-22
Company: WELLS FARGO & COMPANY
State: MO
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
XX/XX/XXXX my wife XXXX. She has been the primary earner for our family since XX/XX/XXXX, when we decided as a family that I would quit my job of 6 years so that I could stay home and raise our XXXX year old XXXX. She has been paying for my vehicle since then. I filed for divorce XX/XX/XXXX, during which our finances were supposed to remain the same, she was supposed to continue paying for my vehicle. She decided not too until a court order made her, she did not inform me. My truck was repossessed on Tuesday, XX/XX/XXXX. I called Wells Fargo Dealer Services and spoke with XXXX in the reinstatement department. She gave me all the information I needed to get my vehicle back, she gave me a total for the payments along with the towing and repo fees, the information I needed to use XXXX XXXX, told me the name of the company who was holding my vehicle, told me to call them and get a quote for the amount I would need to pay when I picked my truck up since I would have to pay for storage, she told me I had until XX/XX/XXXX. I went an hour later and paid {$1800.00} to Wells Fargo and called back to the reinstatement department with my reference number. I was put on hold for almost XXXX minutes, then the representative gets back on the phone and informs me that they had just made the Decision to keep my vehicle unless I paid it off completely ( 30 months left at {$450.00} a month ). I told her that was not the agreement we had and that I needed my vehicle released immediately so I could get it back to get my children to and from daycare and school because my custody time began Thursday. She transferred me to a supervisor named XXXX who was extremely rude, condescending, blaming me for the situation, refused to accept any responsibility for their lies and deception. They tricked me into paying them prior to them telling me I would n't get my vehicle back. They could have very easily notated my account and said " still determining whether or not we will release vehicle, do not tell customer we are releasing yet ''. But the woman on the phone initially told me absolutely my vehicle Would be released within a couple hours of my payment. I called back an hour after being treated terribly on the phone by XXXX and spoke with a gentleman that was just as rude, was trying to tough talk me and make a joke of me, put me on hold as I was speaking, then came back and told me they would call me tomorrow??? Today is Thursday XX/XX/XXXX, I did not receive that call, so I called Wells Fargo collections, a rude man told me I needed to call reinstatement, I called them, they told me I needed to call collections, so the woman then calls over for me and gets a supervisor named XXXX on the line. He 's rude and tells me that what XXXX told me was correct and they made the decision to keep my vehicle. After reading up on the Fair Debt Collection Practices Act, I believe I was lied to and deceived into paying them prior to them wanting to let me know they would n't be giving me my vehicle back, they actually told me I would for sure get my truck back and they call was recorded. Implied acceptance was had based on my conversation with XXXX and now I 'm being treated like XXXX and scammed out of getting my vehicle back. This is absolutely unacceptable behavior from customer service from a MAJOR lender. This needs to be resolved because I know I 'm not alone, it is NOT ok to lie to your customers " and then decide '' afterwards that they are out of luck. Absolutely terrible.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief