Consumer complaint received 2016-04-05
Company: WELLS FARGO & COMPANY
State: CO
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Problems when you are unable to pay

Complaint:
Icalled to set up payment arrangement for my vehicle. They had been calling but I was not happy about the arrangement. So called back and spoke to XXXX. She told me should would help me and give me a few days and to call her back once they figured out how to take the account lock off of my bank account in there system from a reversal payment so I could schedule a payment again. The payment was not reversed from my bank. It was reversed from them after I made a double payment by mistake but I had no clue it would lock my current bank account preventing me to pay online or by phone. She told me she would call me back once she could sort it out and get it unlocked. I then called her back approx. 3 business days later and had to re explain everything all over again. This is the 2nd or 3rd time I 've talked to her since I 've had my loan since XXXX 2012. On this phone call and I believe another year she asks me well how were you going to pay it then? Why did n't you have it last week. Well that means you did n't really have it then. I am like I though you were going to make arrangements for me and now you are grilling me as if I 'm in a court room of law. She continued on with well what did you spend it on so if you would n't of bought food or paid for brakes you really still would n't had the money because you just said you would only have XXXX dollars left if you made the payment. So again either way you did n't have the money right? I 'm taken aback because I 'm a single mom of XXXX kids. The rent in Colorado has increased by XXXX % she lives in Colorado its been all over the news that it is a real struggle for all of us. I already stated I had no choice but to get brakes and used tires btwx a specific time period because its winter time and my job is XXXX miles away. She would n't let up and at this point you almost feel in fear and or obligated to say no because my kids also need to eat I would n't have the money in order to make sure she would schedule my payment out for a mere 3-5 more days. Keep in mind the utilities are higher in the winter also. Either way I 'm contact you all to see if these practices are legal. At XXXX years old I do n't feel I have to explain where my money is going or feel demeaned or inferior. On top of that I pay the late fee every month but yet they 're still telling me I 'm 30 days late on the late fees? Really? Please let me know what if any options I have on the asking me so you really do n't have it she said even if the payment would 've went through what would I have done there after with no money? I told her you cant be asking me that. That is not your concern what happens there after. Either way if they had told me they on my behalf reversed the double payment and that my account would be locked on there end so that I could n't make a new payment a couple of weeks later it wouldntve mattered how I would then figure out MY lively hood.

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