Consumer complaint received 2023-02-25
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
XX/XX/XXXX I became unemployed and XXXX I called wells fargo to inform them of my troubles with making the payments. One month was deferred.

I called back XX/XX/XXXX to inform wells fargo I got a new job and would do my best to make a payment by XX/XX/XXXX. The agent stated " okay, but we're going to keep calling ''. XX/XX/XXXX, around XXXX, I went out to go to orientation and the car was gone. I called Wells Fargo and they informed me that the car was repossessed. I asked them to give me my car back because we had an agreement over the phone that I'd have until XX/XX/XXXX to make the payment. And the car was unlawfully repossessed because I live in a gated community and the only way the towing company had access was by waiting for another tenant to enter the gate and tailgate onto the property. 

I filed a complaint with wells fargo executives and the conclusion was that they did hear in the recorded conversations that I did make a " promise to pay '' but the agent told me that they'd keep calling and because they couldn't get in contact with me they repossessed the vehicle. I asked if they changed their mind after the agreed due date to make the payment, she said no. I then followed with why take the vehicle? She said because I didn't make the payment and they have a right to take the vehicle. I said but we made an agreement on XX/XX/XXXX that I was going to have until XX/XX/XXXX to make the payment, and asked again, Did you change your mind she said no. And concluded that they were right to repossessed the vehicle and as far as the breach of peace with the tow company, she did not know how the tow company got access to the vehicle and couldn't comment. 

I was give until XX/XX/XXXX to make a payment and reinstate after paying the past due payment plus repossession fee. I called XX/XX/XXXX to make the payment and get my vehicle. They told me I'll have to wait 4 business hours to get the vehicle. I asked for information as to where the vehicle is and was given a phone number. I called and it is XXXX. The agent informed me the vehicle is in XXXX XXXX, TX 3-4 hours away from where I live. 

I called wells fargo back and asked why would they send the vehicle to XXXX XXXX when I'm in XXXX? He said well ma'am we could move around the vehicle to wherever we can. I told him I want my vehicle back and that I'm ready to make my payment when I see it. He said he'll send my concerns to executive branch but it would take up to 10 days for them to get back with me. I informed him it's time sensitive because my vehicle could be sold at auction on Monday. Today, XX/XX/XXXX I called back requesting to same to have my vehicle present when I make a payment. I was told that it would take 14 days for them to release the vehicle after making the payment. I told the agent no I would not wait that long after making a payment and asked to speak with a manager. He got on and told me " if you don't want to wait that long or go to XXXX XXXX for the vehicle just leave it there, let them sell it in auction ''. 

I called back the executives and filed a complaint. He told me they need to investigate it would be up to 10 days. I told him my deadline. He said they'll but a banner in my account on the sale of my vehicle. I asked for him to send this in writing because I do not trust anything anyone at wells fargo say to me anymore. He said ma'am you need to trust me to take care of this.

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