Consumer complaint received 2016-04-01
Company: WELLS FARGO & COMPANY
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
The following is an official complaint against Wells Fargo Dealer Services ( WFDS ) regarding calls that took place on XXXX XXXX, XXXX. On XXXX XXXX, XXXX Complete Recovery towed my vehicle after a repossession request from Wells Fargo Dealer Service. I contacted my lien holder the same day to make arrangements to recover the XXXX Nissan Maxima. I was told I would have to wait as WFDS system did not show that the collateral was secured and it could take up to 24-48 before this would happen. After speaking with a Loan Servicing supervisor at WFDS, I reached out to the recovery service that towed my vehicle to inquire about fees that would be due there. I was told by the representative at XXXX XXXX that there was {$170.00} tow fee and {$30.00} daily storage fee. The representative then quoted me fees that would be due if I picked up the unit on Thursday. Final quote picking up on Wednesday would total {$260.00}. 

The following day I reached back out to WFDS to see if any updates had occurred. XXXX with XXXX in Loan Servicing that updated my account and then transferred me to an associate in the Redemption department. The representative I spoke to with agent ID XXXX began to assist me with the redemption process to recover my vehicle. I was quoted a total of {$2600.00} due no later than XXXX XXXX, XXXX for release of my vehicle. I then requested a breakdown of fees totaling the {$2600.00}. ( {$1800.00} past due and Repo Fee {$780.00} ) Total to release vehicle based on numbers provided : {$2600.00} Total to release vehicle if paid after XXXX XXXX, XXXX : {$3400.00}. I immediately asked the representative why the repo fee was so high. He did n't have a clear or accurate response. ( UDAAP ) I then requested the associate to provide more detail on what the repo fee is and how the total was figured. He then told me that it was ludicrous of me to ask such a thing. I explained that if I am expected to pay a fee that is contracted between WFDS and their vendor then passed to me I need to know exactly what it is and where the figure came from. As an associate myself in risk management for a well-known financial institution, I clearly understand the risk associated with fees and being accessed by third parties then passed to customer and how this is a key topic of regulators. 
I then requested 4 times to speak to the representative supervisor or manager, who refused to transfer me to one, instead giving me excuses that the manager is unavailable and could n't do any more than what he was doing for me. At this point I felt disrespected and like a number not a customer. I was frustrated to begin with giving the situation I put myself in but, the comments made by the representative and refusal to assist me escalated the conversation very quickly. I was upset that the associate refused to provide me details of the repo fee. I was upset that the associate failed to transfer me to a manager when requested. I 'm upset that associate was not understanding and very rude to a customer. I upset the associate then blind transferred me just to get rid of me since I was being difficult in his eyes based on my request ( s ). I understand the situation that is before me, having a vehicle repossessed and the status of my account with WFDS however, why offer this service to your customers who are in hardships if you choose to treat them like XXXX. I would never refer anyone to WFDS or any of the Wells Fargo entities with the horrible customer service that they continue to provide. What I hope to accomplish is for my voice to be heard loud and clear and waiver or reimbursement of the repossession fee as it is excessive. I 'm reaching out to the Consumer Financial Protection Bureau ( CFPB ) and Better Business Bureau hoping that they will launch an exam/ investigations to help drive WFDS to improve their customer experience and redemption process.

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