Consumer complaint received 2017-02-17
Company: WELLS FARGO & COMPANY
State: MA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Wells Fargo is in violation of The Fair Lending practices as per Massachusetts statutes, as well as in violation of unfair, deceptive, and predatory Federal lending practices. My car was repossessed without notification and or any explanation of this repossession. Wells Fargo has not answered any questions as to why this happened and have changed their story numerous times. I have had no help in understanding this process and why it has happened. The only response I receive is that they can not help me, and then they transfer me to someone else resulting in more responses of not being able to help me. I have only been transferred to Wells Fargo branches and even the Office of the President who was unable to help me understand anything. They then continued to tell me it is out of their hands and I need to contact the XXXX XXXX XXXX. I received their number and it turned out to be another Wells Fargo branch who could not help me once again. I was told from the beginning three different stories. The first story was that my account number was wrong, then I was told that my account could not be located. I informed them that I used my debit card to make the payments and then they changed their story and said that there was insufficient funds in my account and that the payment was reversed and sent back to me. I then asked what that meant, and was then told that Wells Fargo sends the request for the payment to my bank and then my bank ( XXXX ) either gives them the money or says I do not have those funds available. I went into XXXX at that time after hearing this from Wells Fargo and asked if they could track if Wells Fargo tried to take the money out. The representative told me that Wells Fargo never targeted the account and no payment was debited or reversed. I reported this information to the Office of the President of Wells Fargo who proceeded to change their story once again and told me that I must have inputted the wrong debit card information. After attempting to resolve this problem for over two weeks, I have nothing but unanswered questions. I have numerous emails to Wells Fargo asking them for assistance dated back to XXXX and I never once received an email back until, coincidentally, after they repossessed my car and I brought it to their attention of all the times I tried to contact Wells Fargo, I received an email XXXX XXXX saying that all my previous emails were received. I also received an email on XXXX XXXX saying they would debit my account from the online payment I made on XXXX XXXX. I asked Wells Fargo why I received that email if my payments never went through, and their response was " Well we just send those out ''. I never received any notification of a payment being reversed. I have not received any straight answers, only multiple different stories and no assistance from anyone. 
Please find the following supporting documents attached : Emails reflecting payments Emails reflecting confirmation of payments made

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