Consumer complaint received 2015-09-23
Company: WELLS FARGO & COMPANY
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I bought a truck through XXXX motors who financed my auto loan with Wells Fargo Dealer Services. On XX/XX/2015 I called Wells Fargo Dealer Services because I wanted to pay off my auto loan. My monthly statement said the principal balance was {$40000.00} as of XX/XX/2015. I spoke to XXXX, a representative of the company. She told me to pay the principal balance of {$40000.00} and that would pay off the loan. She said there would not be any " late payment '' penalty or additional charges. 
I made the payment the same day, XX/XX/2015, and my payment was posted to the account by the company two days later on XX/XX/2015. 
But on XX/XX/2015 I was sent a notice that my payment was not enough to pay off my loan. It asked me to call XXXX. I called that number and talked to XXXX, another representative of Well Fargo Dealer Services company, regarding the notice I received. 
XXXX told me the payment I had made was supposed to be posted as a " payoff '' but instead was posted in error as a " payment ''. XXXX stated that he would correct this error and that I should ignore the bills I had received. He said I would receive a letter regarding the " Payoff '' information soon in the mail. 
On XX/XX/2015, I was called by a Well Fargo Dealer Services employee, XXXX, employee ID # XXXX, and she said XXXX did not do what he promised to do and apparently did not do anything at all. She promised to forward the information of the " Payoff '' to her supervisor and post a note concerning this on the account file. 
Then on XX/XX/2015, I was called by a Well Fargo Dealer Services employee, XXXX, your employee ID # XXXX, I explained to her that the payment I made was supposed to " Pay off '' the loan, the same way I had explained it to the other employees, XXXX, XXXX, and XXXX. She transferred me to a person who she said that would take care of the mistake. 
I was transferred to XXXX and advised the call may be recorded. She then transferred me to her supervisor, XXXX. But XXXX said he would not talk to me about the error. He said that was because he did not want to be recorded talking to me! 
I have paid the full principal balance due XX/XX/2015, as shown on my monthly statement as I was directed to do by Well Fargo XXXX XXXX employees. Well Fargo Dealer Services posted that payment to my account two days later. I have done what I was supposed to do, and all I have gotten from Well Fargo Dealer Services and the accounting staff is a big run-around by employees who apparently do not know what they are doing. I have sent letters to their location with no response. They will not tell me what the outstanding balance if from, how it got there or who made it up. This appears to me as a made up amount after I had paid off the full amount. 
I need Well Fargo Dealer Services to issue me a clear title to my truck immediately. All payments have been made on my part and cashed by Well Fargo Dealer Services. My balance as shown on my statements have been paid and there should be nothing owed as per the documentation and their employees whom I spoke with in XXXX.

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