Consumer complaint received 2017-10-17
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I had a car loan with Wells Fargo Dealer Services, that ended up in a total loss after a car accident on XX/XX/XXXX. The insurance company sent over payment to Wells Fargo, but due to the time it takes to process, it wasnt received in Wells Fargos system yet. I was advised by a representative at Wells Fargo to make an additional XXXX payment even though the car was a total loss and the insurance had already paid the loan off. I sent the payment on XX/XX/XXXX. I was told that the additional payment would be immediately reversed as soon as their system reflected the pay-off being received. Towards the end of XXXX, I had not received the reimbursement, so I called back and discovered Wells Fargo sent a check by mail ; which I NEVER received. I called Wells Fargo back again in the middle of XXXX, told them I did not receive it, asked them to confirm that it had not been cashed ( which they did and it HAD NOT ). At that time, they told me they would re-issue a check, but that they could not overnight it, but that I would receive it in 7-10 business days. Instead of receiving a replacement check in the mail as promised, I received a letter with the subject : Action required to reissue payment for check number XXXX in the amount of {$470.00} and instructions on how to submit and Affidavit agreement which I had to have notarized in order for them to re-issue a check. I completed the Affidavit, had it notarized, and faxed AND emailed it to a supervisor named XXXX ( XXXX ) on XX/XX/XXXX. After having the issue escalated to supervisor XXXX, I requested to have Wells Fargo overnight the re-issued check to me. XXXX explained that this isnt something that they normally do, but that he would escalate it further to see if they could make an exception. XXXX advised me to call back this morning for a status on the exception, and that if he was unavailable to have the representative that answered instant message him. The representative that I spoke with today, would not give me any information, would not instant message XXXX, but would only put me through to another supervisor, XXXX employee # XXXX. XXXX gave me the same run around and said that she checked with XXXX and his supervisor would not approve the exception to overnight the check ; that they could not do that unless I supplied the XXXX acct #. I expressed that this is VERY POOR customer service. It should be the cost of doing business at this point and they already attempted to send me a check by mail that I did not receive. XXXX advised that she could not authorize this and I explained that she needed to get me someone that could. This is ridiculous and that I want my money. Supposedly, they somehow approved overnighting the check to me, however, it will take 48 hours for them to process ( how or why would it EVER take this long?? ). I told supervisor  XXXX that I expected a call back after it is processed to provide me with the tracking information. I have called at least 10 times and spoken to at least 10 different people over the course of 2 months trying to obtain my money. EXTREMELY FRUSTRATING AND VERY POOR CUSTOMER SERVICE.

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