Consumer complaint received 2017-02-16
Company: WELLS FARGO & COMPANY
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I used Wells Fargo Dealer Services eService website to schedule an online payment on my car loan plus enroll in AutoPay for future payments on XX/XX/XXXX. I received a call from WFDS on XX/XX/XXXX indicating my payment had not been made. I immediately told the rep that I had made online payment. They told me that if I had proof to send it to a XXXX number. I found the email that I had received on XX/XX/XXXX that included the hyperlink that I used to schedule payment and sent to WFDS. Additionally I sent an email with the same to Office of the President. OnXXXX/XXXX I called OTP because I had not heard from anyone. Spoke XXXX and she said XXXX was assigned my case and I should hear from her shortly. Explained situation to XXXX and she immediately reversed late payment fee. I told her that I would like the 30-Day notice removed from credit report because this was an issue with eServices website. On XX/XX/XXXX I called OTP because I had not heard from XXXX ; spoke with XXXX. XXXX indicated he would research and call me back. XXXX called back on XX/XX/XXXX and said that he saw no evidence that I had made the payment online. I asked that XXXX ask his IT department about issues on eServices that day as well as have his manager call me. XXXX called back on XX/XX/XXXX and indicated that IT said there were no issues that day so I would need to show that I made the payment. I advised XXXX at that time that I have a background service on my personal PC that takes periodic snapshots of my PC and I was waiting to get information off of the server and would send documentation. I once again asked that he escalate this issue and have his manager call me. On XX/XX/XXXX I forwarded the document with all of the screenshots as proof and then immediately called XXXX. He indicated that the correspondence goes to a queue and it takes a couple of days but it may not get assigned to him. On XX/XX/XXXX I called and reached XXXX and she explained that XXXX had closed my case with a statement that he told me that he would not remove the 30-Day late on my credit report and that I accepted this. I told XXXX that was absolutely false and I have asked for several times for his manager to call me. XXXX gave me her personal email address and indicated that she would forward my documentation to XXXX and his Manager. On XX/XX/XXXX I called and spoke to XXXX after not hearing from him. He indicated that my evidence that I scheduled payment was not sufficient. I needed to prove that the bank had received my request and failed to process it. I 've complied with every request but each time the rules change. It would be impossible for me to prove what he is asking for. He stated that he is unable to remove the 30-Day Late until I could. He also said that if I was unhappy with his answer then I could call back and speak to whomever answers the phone. I reminded him that I have asked 3 times to speak to his manager and his response was 'what do you want me to do about that? I told him and if he has n't called it 's not my issue. My entire experience with WFDS OTP has been unacceptable and has continued on for 2 months and 8 phone calls and 4 emails. WFDS is refusing to remove this erroneous mark on my credit despite the fact that I have provided all of the proof that they have asked for. I would like this removed from my credit reports as soon as possible as they agreed to do when they asked me to submit proof.

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