Consumer complaint received 2017-08-12
Company: WELLS FARGO & COMPANY
State: UT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XXXX XXXX XXXX I took out a deferment for 2 months this is where my problems begin. First problem they reported as late payments to the credit bureaus spoke with them several times was told they would take care of that. they also charge me a late fee I spoke with the lady on XXXX due to a negative credit score I had to pay an extra {$600.00} down payment for housing I started making regular payments as of XXXX XXXX I paid {$350.00} up to this point never have I missed a payment or had a late payment iv always pays a little more from the date of purchasing car, XXXX XXXX of XXXX my payments were XXXX XXXX I noticed another late fee saying I still owed for XXXX, my payments went up I called several times got the runaround finally spoke to XXXX at Wells Fargo dealership services. on XXXX/XXXX/XXXX an unauthorized transaction came out of my account for {$100.00} XXXX reversed that charge close my account set me up with a new account informed me my payment went up due to Collateral protection insurance I sent him verification of insurance for the prior two years he refunded me the money reimburse me. 2 late charges for only 2 months yet again in XXXX they 're saying I owe. it was like I never spoke with the manager at all and they refused to go back through my account and figure out what was going on spoke with them again they did n't know what I was talking about I asked them to please refer to their notes once again they gave me the run-around the almost {$300.00} I paid for protection insurance was not refunded to my account but yet they kept the insurance open and it just turned around and went straight back as a payment to the insurance. XXXX XXXX I received a letter threatening to repossess my vehicle if I did not pay a past due amount of I believe XXXX due to that being my only means of transportation I 'm a single mother of XXXX children and we recently suffered a devastating disaster which affected my health I was not physically emotionally or mentally able to deal with them at this point so I just paid the money. Then I realized that for some reason Wells Fargo checked my credit score it 's a hard inquiry which lowered my credit again. I believe on XXXX XXXX I made another payment of XXXX XXXX XXXX I made another payment paid well over {$1200.00} the month of XXXX and XXXX I received a letter saying I would be receiving a check to reimburse me for the late charges incurred from the time of my deferment and the collateral protection insurance if I had paid my account up-to-date as of XXXX XXXX which I did so I never received anything instead more late charges and phone calls starting from XXXX XXXX to XXXX XXXX. Monday through Saturday all day long some automated voice messaging systems and some live people it is XXXX XXXX and to this day they 're still charging me for the protection insurance and they 're saying that I am behind they also put several delinquencies on my credit report they have financially drained me the loan was originally for {$17000.00} to this day I have paid over {$25000.00} and they 're trying to tell me I still owe XXXX {$1000.00} that is just for the insurance and during the months of XXXX and XXXX when the manager started crediting my account and figuring it out they conveniently had an error in their system and I was unable to get any statements for those months

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