Consumer complaint received 2016-11-03
Company: WELLS FARGO & COMPANY
State: GA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I sent an email on XX/XX/XXXX to the office of the president. I have not received a response to my request. My request is to have my account information amended with regards to a late payment occurring in XX/XX/XXXX and XX/XX/XXXX. XXXX ) On XX/XX/XXXX, I received an alert on my credit monitoring and saw that my XX/XX/XXXX payment was declared 30 days late ... Knowing that I have made my payments prior to the 30 day window since XXXX XXXX, I called customer service to discuss my record. My experience with the Wells Fargo customer service representative was very pleasant and she addressed my question. She explained my account was flagged as being 30 days past due because Insurance had not been credited to my account AFTER my XX/XX/XXXX payment. She recommended that I contact Credit dispute to correct my 30 day late error. Her thought was since my XX/XX/XXXX and XX/XX/XXXX payments were made before the 30 day mark, I should be able to get that late mark corrected. She did not mention that my XX/XX/XXXX payment was delinquent, otherwise I would have discussed that issue with her ( I did not have eservices history available for my user ID on XX/XX/XXXX ) 2 ) On XX/XX/XXXX, I called because I noticed on my eservices history ( i received eservice access on XX/XX/XXXX ). On XXXX XXXX, I was able to review my history on line and noticed that my due date was a month behind. Needless to say, I was extremely concerned as I have paid my payment every month during the 30 day window. I called customer service, this representative was not as professional as the service rep on XX/XX/XXXX -- he talked down to me and was extremely condescending when I was just trying to find out what was happening with my account ... to even a point when I explained I was not getting upset, I just want to find out why XXXX is saying I am 30 days late when I have been making monthly payments, at this time he proceeded to discuss and speak very slowly - which appeared to me to be another form of condescension ( I understand from family members who work in credit departments that all calls are recorded - please feel free to listen to the recording ). Eventually, he was able to describe that a payment on XXXX XXXX went to my late charges - with that payment hitting the late charges, my monthly payment was not enough to cover the monthly debt. I was surprised by this as I never designated any payments to go to anywhere OTHER than my monthly loan payment ... After several minutes of discussing this issue, he explained that I could request that they payment for late charges be reversed and applied to my monthly payment - he entered a request and told me to call in a couple of days to ensure that the charges were adjusted. Meanwhile, I asked about what to do about my credit and he explained that if I wanted to, I could dispute with XXXX credit dispute group and request them to remove the late status. Please be aware, during the entire call, this representative talked down and slowly to me as if i could not understand what he was discussing - very demeaning. Since, Wells Fargo has not responded to my request, i am sending to CFPB to review the XXXX 30 day late 's for both XX/XX/XXXX and XX/XX/XXXX and remove and replace with current. I am concerned that had I not been credit aware, these lates would permanently be on my record. I would also like XXXX to review my past history and determine if i was legitimately late on the other payments or did XXXX report them incorrectly as they just did for my XX/XX/XXXX/XX/XX/XXXX payments. Unfortunately, with not receiving a response, i do not trust the integrity of WFDS record keeping.

Company response to consumer: Closed with monetary relief