Consumer complaint received 2017-10-16
Company: WELLS FARGO & COMPANY
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
In the process of completing a vehicle sale and title release, Wells Fargo Dealer Services ( XXXX ) Customer Service Representative ( XXXX ) confirmed that our loan was for a XXXX XXXX XXXX and provided us the payoff amount. This incorrect information caused an error that required XXXX to reverse the loan payoff and in the process of correcting their mistake sent all of our loan documentation, to include the original vehicle title to a third party that did not have authorization. This third party is unknown to us, other than his name on the letter we received from XXXX stating their error. 

The correction process was supposed to take XXXX weeks and months later after the loan documentation was signed and the check deposited, we were informed by mail of their error. We contacted XXXX and asked for id theft to protect us, they denied that request and hung up on us. 
We were informed by XXXX they had falsely reported us to the credit bureaus as being late and corrected that error upon on request. 

We filed formal complaints with the XXXX XXXX of the President ( WFDSOP ) and have had additional errors made to our file to include a XXXX XXXX adding false defamatory information to our account. We continue to receive documentation to our address that has incorrect information on it, as well as receiving another account holder 's loan documentation and signature, vehicle information, etc. 

This process is now over a year that we have tried to have a resolution only to be denied. We filed complaints with the Federal Reserve, FDIC, XXXX and the CFPB who asked us to contact our state XXXX since the complaint centers around our personal private information and original documents being given away. 

We have tried for over a year, reaching out to every known department within the umbrella of the XXXX XXXX, not just XXXX, to ensure that all devices are used to ensure our safety and rights are upheld, to include the compromised data department, veterans services, privacy act, ethics department, global integrity, all with epic failure on XXXX part. After more than a year, we are no further along in resolving the breach of our information than when we first contacted WFDS. 

XXXX response to the CFPB complaints state they have sent the letters to the correct address, yes, our address is correct, however, they did not respond to the contents of that letter stating they sent the information to XXXX XXXX XXXX XXXX, which was the basis of the complaint. The second response to the CFPB from XXXX did not include the fact he added false defamatory information to our account. His letter was a copy of the first letter the CFPB received from XXXX XXXX. 

We have also contacted our Wisconsin Department of Justice, Attorney General 's office as well as the Arizona Department of Justice, Attorney General 's office and filed complaints with them..

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