Consumer complaint received 2019-11-21
Company: WELLS FARGO & COMPANY
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
I was involved in a vehicle accident on XX/XX/XXXX. I was not at fault and filed a claim through the " at fault '' driver 's insurance company, that company being XXXX XXXX. On XX/XX/XXXX I received notification from the " at fault '' party 's insurance provider ( XXXX XXXX ) that my vehicle, a XXXX XXXX XXXX XXXX had been declared a total loss. I received notification via email on XX/XX/XXXX from XXXX   XXXX  stating that a payment had been issued on my claim in the amount of {$9100.00} to my lender, Wells Fargo Dealer Services. On Tuesday XX/XX/XXXX after seeing that the outstanding balance on my loan had still not been satisfied, I reluctantly made a payment in the amount of {$180.00}. On XX/XX/XXXX I contacted XXXX XXXX to confirm that a payment had been issued to Wells Fargo which was confirmed. At this time I was also given the supporting documentation to include both ; the check information and the XXXX XXXX tracking information. This included a delivery confirmation to the Wells Fargo Auto offices in XXXX, AZ. I then contacted Wells Fargo Dealer Services on XX/XX/XXXX to express my concern over the delay in applying the payment toward my vehicle loan account and satisfying my debt. At this time I was told by the Wells Fargo customer service representative that the check was lost once in their possession. She then stated that " it happens all of the time. '' I was then transferred to someone in the Wells Fargo Insurance group at which time I verbally provided the check number and tracking information that was provided to me by XXXX XXXX   including ; the date of delivery ( Thursday XX/XX/XXXX ), time of delivery ( XXXX XXXX  ) and name of the person that signed for the check ( XXXX XXXX ). I requested something in writing via email stating that the check had been lost, at which time I was told that verbal correspondence was the only option due to Wells Fargo company guidelines. At this point I was told that a case would be opened to investigate the lost check and that I would be contacted by an investigator. I was told that my questions and concerns going forward would only be addressed by the investigator and that I would be contacted by said individual within 24 hours. On Tuesday XX/XX/XXXX I emailed the Wells Fargo investigator the check information and delivery confirmation sent to me by XXXX XXXX. I was told that failure to send this information would result in the case being closed within two days. I have made repeated requests for emails with the case number as well as other information relevant to the investigation, which have all been denied. It was also suggested to me by said investigator that I may want to continue making on time payment towards the loan after I clearly stated that I will be making no more payments due to the fact that a payment in full was already received by them. I asked if a hold could be placed on the account until they could either find the lost check or come to another solution which was also denied. If my credit is affected negatively due to the incompetence of Wells Fargo I will be forced to seek legal counsel. I have also received notifications from the Department of Motor Vehicles requesting proof of insurance for a vehicle that I no longer have and that should at this point, no longer be tied to me.

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