Consumer complaint received 2015-10-02
Company: WELLS FARGO & COMPANY
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
The founding details regarding the matter : I bought a Jeep in XX/XX/XXXX through Wells Fargo ( loan number withheld ). The loan officer was a XXXX, so the later care that Wells Fargo Dealer Services ( WFGS ) is disheartening. My payments are roughly {$350.00} per month which I have set up on automated payments through my bank ( s ). I have and continue to have full coverage mind you. Additionally, I have my vehicle registered and inspected every year without problems. 
So here is the detail on matters surrounding the situation : In XX/XX/XXXX we moved to a new city. During our move Wells Fargo assessed an insurance charge through their insurance division. I was unaware of this matter. I have always kept full coverage on my vehicle ( XXXX during XX/XX/XXXX & then XXXX XXXX until the present date ). Wells Fargo has always been listed as the loss payee. I was contacted by Wells Fargo sometime around XX/XX/XXXX and informed I was behind on my account. I was told that I missed a payment. Without looking into it, I paid extra payment thinking I had just switched banks and XXXX have overlooked it ( I honestly did not realize this was an extra payment until my own discovery in XXXX ). This followed XX/XX/XXXX when again I was charged for insurance. Again, there was no contact with me regarding this. XX/XX/XXXX rolls around ... 
In XX/XX/XXXX, I called to get a payoff amount. I was informed by Wells Fargo customer service that I was behind a payment XX/XX/XXXX and again XX/XX/XXXX ( which has been reported negatively on my credit report ). Admonished at my neglect of my automatic bill pay, I was tempted to pay over {$700.00} with the customer service rep. However, I wanted to speak with my spouse and look at our account to ensure funds were available and discover where the mix up with my bank occurred. After my own inquiry with my bank I found that my {$350.00} had been paid to WFDS systematically every month since we have been with this bank. Confused I called WFDS back and thought it would be a clear cut 'misunderstanding fix '. It was then I was told that insurance had been applied to my account. Which could be a clean cut assessment yet it has n't been because of a year worth of late charges, mistaken missed payments, and a customer service group that only knows how to say " you 've missed a payment ''. 
Now XXXX XXXX, XXXX my credit report still has two missed payments despite having a XXXX XXXX flat and full cancelations for both the XX/XX/XXXX and XX/XX/XXXX insurance plans on the XXXX of XXXX XXXX. I have called and spoke with numerous representatives ... lastly speaking with a supervisor. The correspondence with XXXX moved from customer service to collections, to customer service then to the loan servicing department. It took a lot of my own time. I have had XXXX different agents from XXXX and XXXX XXXX who promptly coordinated information through emails, phone calls, and faxes. All of which were not always received by the respective agents at Wells Fargo. 
I just received a call from the WFDS corresponding supervisor and they have credited my account and he does plan to apply to have the negative credit reporting internally disputed. Even then it may be another week ( 6 + weeks roughly ) before their approved report to my credit bureau will be sent out. 
So from this credit consumer who complied by paying EVERY payment, having FULL coverage thru top tier insurance companies, and keeping up with valid registration ... I do n't know if I would trust WFDS again. It took a long time for the resolution ( which in effect I am still hoping for ) to this problem. Once in the dilemma I feel that the time from receipt to action lagged. Two weeks went by before I spoke with a proactive supervisor. They should have maybe more help and better equipment ( fax and emails ).

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief