Consumer complaint received 2016-07-14
Company: WELLS FARGO & COMPANY
State: NC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
To : From : XXXX XXXX XXXX In reference to account : My name is XXXX XXXX. I have had an auto loan with Wells Fargo since XX/XX/XXXX. For those 8 years, I have faithfully paid my car payments on time and in full. My XXXX Dodge Charger is more than XXXX % paid off. 

In the past couple of months, I have run into some financial difficulty and have had a hard time making payments. I am a partner in a small business in the health care industry. Business has slowed in the past few months and as such my payments on the car have lapsed. Two weeks ago I began working 12-hour days, at a part-time job setting up bouncy houses. With the money earned, I 'm supporting XXXX children, and paying for rent, bills and food. My car is essential for me to be able to continue to bring in income and get back to a financially secure state. 

I have called the company in the past several weeks attempting to resolve this issue, but have been met with rude and indignant responses from the account representatives. In fact, it was the complete opposite of the C-A-R-E model ( Consistent. Approachable. Respectful. Empathetic. ) that Wells Fargo claims to represent. 

I 'm shocked that a company that bills itself as " warm, welcoming, and humble ; taking the time to listen and genuinely understand ; to have empathy during the tough times ; and to make a positive difference in people 's lives '' would treat its customers this way. 

So much so that I have filed a complaint with your company about the way my account is being handled. 

I was given an opportunity to pay an set amount by XXXX XXXX. XXXX XXXX stated that I would have to go through him specifically to pay the bill. So I agreed. I called on Tuesday XXXX XXXX to make a payment and left a message no response. I called on XXXX XXXX three times no answer and I left messages. 

On Friday XXXX XXXX the order was sent to pick up my vehicle. 

I called immediately to find out how was I suppose to make a payment if the person I was to make a payment to was unavailable. He made it appear to me that he would be the only one who could take the payment because of some type of hold on my account. He was PTO and was not available at the time my payment was due. But still sent an order for my vehicle that is XXXX % payed off like a little over {$4000.00} left on it to pay and they want to take it back..? 

He knew he would be on vacation but did not notify me to try anyone else. He was suppose to be the contact for payment. That was totally unfair to me. It 's not my fault he was on vacay.. As a result I get penalized. 

When I was trying to pay to prevent repo. Wells Fargo absolutely have had many gaps in what their mission and values are and the workers seemingly do not care as much as the CEO and board does. 

I need transportation to work how do they expect me to finish a loan I have payed XXXX % of with no car? 
I have been in the hospital 3 times in 3 weeks because of this Wells Fargo circumstance is trying take my car. I 'm doing a part time job that is outside in the heat. It has caused me to have XXXX twice. All ask is a little more understanding for a little {$4000.00} left. They can certainly work with me on this it is not an ridiculous request. 
Thank you for your time, XXXX XXXX

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