Consumer complaint received 2023-01-05
Company: WELLS FARGO & COMPANY
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
In XX/XX/XXXX I contacted Wells Fargo auto financing to pay off my auto loan a couple of days later after paying a loan over the phone I was notified by Wells Fargo about payment of loan due to the suspicion of funds coming from another persons account. After receiving the notice by text message, I then called Wellsfargo immediately with account holder to verify the use of funds to pay off a vehicle during this conversation with Wellsfargos representative, it was later, determined by a Wells Fargo representative that there was an issue with the representative, taking down the wrong information for the account, which was noted during the telephone call. A week later it had came tonight tension that the money was never pulled from the account to pay off the vehicle. I then called Wells Fargo again to make sure that the account was paid in full. During this time, it had been noted that the sales representative prior took down the wrong information and the new representative, apologize for the actions of the prior worker, and proceeded to pay off my account again. being that it had been at least XXXX weeks between time. I had insisted that I pay off the same amount that was given to me prior to the confusion with the prior Wellsfargo representative. I proceeded to ask the representative what was the balance owed, and if I could pay it in full over the phone the worker got permission from his supervisor and informed me what the balance was and that was what he was supposed to take off my debit card. In XXXX XXXX then received my paid off documents that included my New Jersey title my XXXX for my vehicle my original contract all dated for XXXX XXXX 
Approximately XX/XX/XXXX of XXXX I then received an account summary statement out of the blue, indicating that there was a balance owed on the loan. I then proceeded to call Wells Fargo asking about the account summary statement being that I hadnt received XXXX since the month of XX/XX/XXXX. I asked why was I receiving an account summary bill invoice when this account was paid off and I had received all of my documents indicating that. The loan had been satisfied and they no longer have no interest in my vehicle. I then call Wells Fargo to get clarity and was told by executive office that my payoff of used to make monthly payments on loan which is why I didnt receive any monthly statements because it was paid up until XX/XX/XXXX. After expediting the case to executive level the first time they could help me it need to go over to supervisors due to my concerns on my case The Executive informed me that after reviewing the calls it was clear that the representatives that worked with me during the time I paid off the loan had not only Missed informed me of accurate payoff amount but also it had been noted that the representative missed the correct account number, and the payments were processed wrong in the system, and she had informed me that the payment was never processed correctly, and or in full. I then proceeded to ask her why I wasnt there. No no follow up on mishaps and why am I finding out XXXX months later. I then explain to her that my intentions were to pay off my loan ASAP. While the funds were available by me calling in at least XXXX times. I also Asked her. Why didnt I get any account summary billing monthly as I had prior which would have alarmed me sooner than me receiving a bill XXXX months later I then proceeded to inform her that I have received all documents that are normally giving after a car loan is paid being that I live in the state of New Jersey I am a XXXX XXXX holding state. She then proceeded to expedite me a new case being that she could not help me.. moving forward I have had at least XXXX cases which were clear that no one was communicating properly between each representative. Ive been told I would have to call back someone would get in contact with me due to trainings I was also till during this time every case can only be open for XXXX days to where executives would close would close out the cases prior to reaching out to me or after they would contact the wrong number there was miscommunication and miss incorrect information on my account, which only led to more frustration and longer outcomes. I have been yelled that stream screamed on based on what the representatives would be reading in the case file instead of researching the case that was very evident I continue to give all information. After speaking to supervisor in the month of XXXX, and discussing my concerns a week later, I then received a second letter dated for XX/XX/XXXX with new documents with new dates that included my title for my car my loan docs, my New Jersey, motor vehicle tags etc. with the new dates of XX/XX/XXXX in notaries XXXX. I then thought that being that I had expedited my case, and have been waiting on a follow up that this letter of documentation served as a means to close my case, and as a final decision, that Wellsfargo no longer had interest in my vehicle as the loan has been satisfy according to the letter that was sent to me and dated with XX/XX/XXXX, XXXX a week later I had received a call from the current caseworker who is working the case, and I had informed her of the letters that I had just received after expediting the case primarily. The representative and the executive branch then asked me to submit the documents via email so that she could find out what the outcome was. I then proceeded to upload the documents and email them off and as of today I have not heard from that caseworker with no follow up or anything.. 
Since XXXX XXXX have had an additional XXXX cases as each worker is not able to have a case longer than XXXX days, and from what I was told by each worker, none of the information that I provided to them have been entered into the case file, and a new case has to be created and a new work. It is assigned every XXXX days. Lastly, in the month of XXXX, I was yelled on by the last case worker indicating that I still owe money even though even though I have received documents, indicating my loan is paid in full and the account is closed. No worker from Wells Fargo have explained why I have the documents I have, and I have not even taken accountability. But yet expect me to pay money on an account that has indicated that has been paid in full. The fact that each worker has been confused, noncompliant, unprofessional, noncommunicative, misinformed, -documentation, I only can believe what I received from the company as going back-and-forth with the representation has been nothing but exhausting, frustrating, overwhelming, and very overbearing. Wellsfargo has not provided any documentation, except for the letter, indicating that my loan is paid in full, however, no representative has explained the letter and clearly avoids the letter, even though they have a copy of it. Also, in addition, it is now XX/XX/XXXX and Wellsfargo has started reporting on my credit as a 60 day late payment on my account I would like for this to be reversed immediately late payments have started on my credit since the month of XXXX, which I received a second letter with a different date of XX/XX/XXXX, indicating-loan was paid in full

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