Consumer complaint received 2016-06-21
Company: WELLS FARGO & COMPANY
State: NY
Product: Consumer Loan
Sub-product: Installment loan
Issue: Taking out the loan or lease

Complaint:
I purchased furniture from XXXX in XXXX 2015 in XXXX I noticed the the furniture I purchase was starting to peel. I called XXXX in XXXX was told to submit picture I did however I never received a response from XXXX. I called XXXX again in XXXX inwhich I was asked to resubmit picture in which I did was told that pictures were n't clear so I recent picture still was not clear enough for XXXX. XXXX sent out tech who was suppose to take pictures and submit to customer service in which pictures were ever submitted however tech wrote report stating that was not covered draws were damaging because I was opening them even XXXX customer service found that odd however XXXX refused to do anything about it. I contacted Wells Fargo who had financed the furniture and a claim was started. Was tol would take 60 to 90 days for investigation and no payment was need until decision was made and depending on what occurs with XXXX. I called several times was told XXXX XXXX was handling my claim for XXXX and for the rep from XXXX. I called XXXX no one knew rep I was told to ask for and rep from Wells Fargo XXXX XXXX never returned my call. Called customer service again was told same thing and that XXXX was trying to reach out to me to resolve issue. Called XXXX again no one could help me however when it was time to deliver furniture XXXX had o problem contacting me. Called Wells Fargo again told investigation is still in affect. I received a letter from XXXX where interest was applied was told to ignore no payment needed protected will under investigation I than get in contact with Wells Fargo and this time I 'm at Witts end asked to speak to corporate after hearing same speech rep told me he did n't have number after I threatened to contact attorney general and consumer affairs I 'm now transferred to XXXX in the corporate office, I explain to her the situation as far as the interest and that there as not a problem paying however I should n't have to pay for defective furniture that did n't last 6 months, XXXX assured me that my case has been escalated to highest level and she would get to bottom and call me inwhich I gave her my cell phone for contact. I was told to get in contact with bobs again just one last time in which after fighting with rep was told sofa would be covered not entertainment unit. To make a long story short after several calls to XXXX and XXXX, I receive a call from XXXX stating they would give a re selection for both pieces however when I called Wells Fargo XXXX told me her supervisor would only give me 25 percent towards interest and that case is closed. I need assistance with unfair practice off Wells Fargo why would that tell me not to pay and even after XXXX agreed to return merchandise they still charge interest which was {$870.00} and I only owed {$820.00} if I was told to pay while under investigation would n't be a problem now this is reporting negative on my credit report. Please I paid on time was miss lead by Wells Fargo so they can earn interest un just even after merchant agree to swap out furniture.

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