Consumer complaint received 2016-03-07
Company: WELLS FARGO & COMPANY
State: OH
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
My son had a vehicle loan through said company. He received his statement in XX/XX/XXXX ( see attached ) with a balance due of {$5600.00}. After going through numerous problems with said company I made a decision to pay it off for him. This was to stop the constant threats of repossession, even though he was not even two months behind. On XXXX XXXX, 2016 my other son called said company and requested a 10 day payoff amount. He was given an amount of {$5700.00} and was informed that it was good until XXXX/XXXX/16. On XXXX/XXXX/16 I went to my bank to pay off the loan. The amount due was sent in XXXX XXXX due to the limits set forth by XXXX. The XXXX one was for {$4000.00} and the XXXX one was for {$1700.00} ( see attached ). They were both sent urgent so that said company would receive them right away. On XXXX/XXXX/16 the other son contacted said company to verify receipt of payoff. He was informed that said company had received the payoff, it had been processed, and the balance was {$0.00}. He then asked about the title and was told that it would be mailed out in the next 5-7 business days. XX/XX/XXXX my son received a statement from said company stating that since the balance on the loan was under {$2500.00} he was now responsible for the insurance starting on XXXX/XXXX/16 ( see attached ). We thought this odd as the loan was paid off and insurance had already been obtained through another company. We were still waiting for the title. On XXXX/XXXX/16 my son received a statement from said company ( see attached ). It stated that he had a payment due of {$140.00}. Strangely, this payment is not due until XXXX/XXXX/16. The other son immediately contacted said company. He was informed that the payoff was processed as a regular payment, not a payoff, and that the amount due was interest. He then explained the loan was paid off and the balance was {$0.00} and asked how could there be interest on a XXXX balance loan. The representative then told him that they were not able to locate the receipts the received from XXXX and in order to clear this up we needed to fax to them a copy of the receipts I had. These were faxed on XXXX/XXXX/16. 
This company has harassed the XXXX out of my son. I took money from my retirement to pay them off to stop all of their XXXX. None of this makes sense. You receive a 10 day payoff amount, pay it in less than 24 hours. The next day you receive verbal confirmation of the transaction and when to expect the title for the vehicle. Then after you should have received the title you get a statement telling you to get the insurance because the loan amount was below a certain level. This is followed by a statement saying money is still due on this loan. After contacting said company you are informed that it was never entered as a payoff and there is still interest due, on a {$0.00} balance loan! Then one discovers the payment in not due until XXXX/XXXX/16. The company also stated that they have no record of the XXXX XXXX payment and we needed to get them a copy of ours. 
It has become apparent that said company has no intentions on releasing this title to my son. This vehicle was paid off, in full, and said company is now attempting to extort more money out of my son. Please investigate this matter and the company. Who knows how many others they are doing this to. My son purchased this vehicle while he was XXXX in the military. No one deserves this treatment, especially our service members. This company needs to be banned from giving loans to service members and their families.

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