Consumer complaint received 2016-09-05
Company: WELLS FARGO & COMPANY
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
Wells Fargo Dealer Services frequently call me to harass me, threatening to repo my car if I do n't pay up their on-demand, out-of-the-blue ever changing outrageous charges. Meanwhile, I 've been keeping all payment receipts and I can prove these have been made on time. Although my payments are due on the XXXX of every month, I usually pay way early during the first week of the month. Furthermore, I can prove I 've had no lapse in insurance coverage since XXXX XXXX - but this does not seem to stop their harassment. Here 's what happened : On Saturday XXXX/XXXX/XXXX I went into the XXXX XXXX W.F. XXXX at XXXX XXXX XXXX, XXXX XXXX, CA to make my car payment as usual and to inquire as to why W.F. Collectors keep calling me when I know both my car payments and my car insurance are up to date. XXXX XXXX .... Helped me place the call with Wells Fargo Dealer Services and he got to hear my side of the conversation. 
The collector said that there was an order to repo my car unless I pay them {$1000.00}. I asked why? He said it was for non-payment of LATE XXXX lapse in payments. I told him I had made that payment back in XXXX XXXX through XXXX at a XXXX store in XXXX just as they had directed me to do so back then. The collector then said they did n't have a record of that payment and so I offered to go home and bring back the receipt ( proof ) of payment back to the branch. An hour later, I came back to the branch with ALL of my receipts. We called W.F. Dealers back and gave the collectors the information on the receipt. THEN, the collector changed the story, he said the {$1000.00} charges were for past-due payments. I then asked them to be more specific. He said because I did n't pay for XXXX or XXXX, I then pulled out copies of the receipts in front of the bank attendant, XXXX XXXX, and was able to prove those payments had been made. The collector once again changed the story and said the {$1000.00} charges were due to a lapse in insurance coverage back in XXXX! I said I thought this was all settled with the XXXX payment of XX/XX/XXXX (? ) - Afraid that they would repo my car, I gave in to their demands and paid the arbitrary charge of {$1000.00} on the spot. I wanted to pay through the bank as I usually do with my regular car payments but the W.F. collectors would n't allow it ; they said it had to be over the phone and then they proceeded to charge me an extra {$10.00} for the " Transaction Fee. '' I then requested they send me a letter explaining the reason for the impromptu charge of {$1000.00} and to do so via fax to the W.F. Branch where I was at making the call. But they said " No, we do n't do that '' - I said fine, can you then send me an email detailing the reason for the charges with the appropriate breakdown (? ) Again they said they did n't do that. I said fine, why do n't you send me a letter explaining why am I being charged such an arbitrary large amount given that they kept changing the story two or three times in the same conversation (? ) Again they replied " no ; we do n't do that. '' During the conversation, the collectors told me that my new car payment from this point forward was going to be {$270.00} a month. I then got up to go to the window and make a payment for the new {$270.00}. The bank teller, XXXX XXXX XXXX, told me the computer screen still shows payment due for the regular {$250.00} amount ; I then offered to pay the extra {$25.00}. The teller then split the payment ( see attached ). 
A few days later I got a letter from W.F Dealer Services confirming the debited payment of {$1000.00} BUT they DID NOT explain the reason for these charges as I had repeatedly asked them to do ( see attached ). Soon thereafter I got a statement from W.F. Dealer Services showing a Total Amount Due of {$300.00} instead of the usual {$250.00} ( see attached ). The statement offered no explanation for why the payment had jumped by {$50.00}.

Company response to consumer: Closed with explanation