Consumer complaint received 2021-09-01
Company: WELLS FARGO & COMPANY
State: WY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
A withdrawal of XXXX on XX/XX/2021 took place in order to payoff a lien from a Wells Fargo Auto account. The next payoff amount on the lien of the vehicle was made on XX/XX/2021 in the amount of XXXX. This would be to fully satisfy and release the lien on the vehicle. We received the title for the vehicle in the mail, with the certification that this was fully satisfied on XX/XX/2021. 

We then received a statement in the mail stating that we owed money. This statement was dated XX/XX/2021 with an account statement that we owed XXXX Wells Fargo Auto then sent us a letter XXXX XXXX stating that there was a system outage and they were unable to process our account payoff of the vehicle. The outage was on XX/XX/2021 and XX/XX/2021. This outage happens to be at the same time our payments were satisfied. In the letter it states, that there will be a reversal of payment back into our account. There was no deposit back into our Wells Fargo checking account. 
This only shows the two withdrawals on XX/XX/2021 and XX/XX/2021 with no reversal from the " outage ''. 

I have reached out to many Wells Fargo customer service reps, with no help at all. There were numerous reps that led me down a rabbit hole, with nothing to show for, or a response that made me think they weren't taking this seriously. 

I have put in one complaint with the help of CFPB, with a response from Wells Fargo Auto. This was done on XX/XX/2021. I just received a status update from the Wells Fargo complaint management office on XX/XX/2021. My case # XXXX with XXXX XXXX. After a month of working on my case, Wells Fargo has come to the conclusion that this was not fulfilled due to the XXXX outage. They are stating the payment was made on XX/XX/2021, and never actually taken out, this is not true. My transaction history in my checking account clearly shows there was a payment withdrawn from my account on XX/XX/2021 and another on XX/XX/2021. They are stating that this was not debited according to their research. In conclusion, they are showing a balance of XXXX. They now want us to send back our title to XXXX XXXX, Wells Fargo Auto, XXXXXXXX XXXX XXXXXXXX XXXX, XXXX, NC XXXX. I feel like this is not being resolved, but only a bully maneuver attack by a big corporation, and not owning up to a mistake. 

A solution is for Wells Fargo to own up to their mistake, find where our money went, and to clearly release this from payment. We paid this in full, outage or no outage, nothing was credited to our account. We received the title and certificate that this was satisfied. This now needs to be resolved on the ownership of Wells Fargo Auto company. 

I would like them to stop sending me statements stating we owe them money, and a release of this company. This is a scam on their part, and needs to be dealt with immediately. 

Please review this case again. They are subject to their " outage '' mistake. 

Thank you, 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