Consumer complaint received 2020-01-09
Company: WELLS FARGO & COMPANY
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Beginning XXXX of XXXX, I was being called that a payment was not made for XX/XX/XXXX. However, there was the aid that those who were part of the Government Shutdown approved for my father who is a co-signer for the auto loan. They claimed to have granted the aid. They said it was a mistake and there will be an update made on my account. 

I continued to make my payments at a branch so I could have a physical copy proving there was payment made. I had issues in the past with online payments not being processed properly as well. I wanted to avoid any issues claiming contact and payments were lacking. 

The beginning of XXXX I receive a letter claiming that XXXX AND XXXX were not accounted for and my car is in possible threat to be repossessed. I call someone through the usual department and explain to them my situation. 

I explain my attempted XXXX XXXX  that transpired XX/XX/XXXX, how the XXXX  led to a XXXX XXXX  with broken XXXX, XXXX, unemployment causing my XXXX & XXXX payments being PAID WITH LATE FEES. I again explain the government shutdown caused XXXX payment to be approved for financial aid/assistance from Wells Fargo. The woman was rude and unhelpful and I finally quit trying to communicate with her and requested to be transferred to someone who can actually listen and assist me in this issue. 

I get in contact with a XXXX in the Office of the XXXX. I explain to him my entire situation and how I do not need to make any additional payments and can send proof of receipt for XXXX & my father 's proof of assistance from Wells Fargo being approved. As I wait for nearly two weeks for a response back that my account as been updated with proof provided via email I hear NOTHING. My father worries that the car will be taken so he PAYS THESE CROOKS ANYWAY THE " MISSING PAYMENTS AND LATE FEES. '' I IMMEDIATELY screenshot & email this XXXX guy stating I have not heard back, my account should have been updated, was not, now EXTRA PAYMENTS were made, and MUST BE APPLIED FOR XXXX & XXXX. 
I lay out the hours I am actually able to have a phone conversation due to having to work two XXXX XXXX JOBS and other communication can be CONTINUED VIA EMAIL ( Like we have communicated before also ). 

I get ONE CALL AND ONE MESSAGE BACK from him DURING THE HOURS I SAID I CAN NOT SPEAK AND TO EMAIL INSTEAD ( SPOILER ALERT- HE NEVER EMAILED ME BACK ). Instead, he leaves a voice message claiming he is working on it and will contact me further on the issue. 

I make my XXXX payment ON TIME, my XXXX payment is made first weekend of XXXX with late fees, & the following weekend I make my XXXX payment EARLY! Before making my XXXX & XXXX payment I have to call and speak to a random representative who has to listen to me for over an HOUR, TRY MY HARDEST, to explain my situation and how there should have been a case opened and THE ONE INDIVIDUAL I WAS WORKING WITH HAS GHOSTED ME. I had even sent ANOTHER EMAIL explaining that this individual NEEDS TO CONTACT ME VIA EMAIL OR CERTAIN HOURS THEIR DEPARTMENT IS OPEN WHEN I AM NOT WORKING TO CALL. THEY NEVER RESPECTED THAT AND PURPOSEFULLY HAD A DIFFERENT PERSON CALL DURING MY WORKING HOURS. This poor woman, listens to me calm yet worried my car is going to be taken, and she tells me the case was closed, and she needs to open another one. 

I do not hear ANYTHING BACK. XXXX comes, and I get another letter this time CLAIMING I OWE OVER {$800.00}!!! I am beyond livid. I have NO TIME to have a phone conversation with ANYONE because I am working OVER TIME with BOTH jobs and barely even have time to shower & sleep- LET ALONE MAKE MY XXXX PAYMENT BECAUSE I HAVE TO PHYSICALLY STILL GO INTO A BANK AND GET A PAPER TRAIL AND PROOF I PAID.Even IF I WANTED to use electronic payment, they had me LOCKED OUT OF MY ACCOUNT SINCE XXXX! I had to wait until XX/XX/XXXX to go make a payment for XXXX AND make a payment for XXXX. 

LO AND BEHOLD THE BANK COULD NOT EVEN ACCEPT MY PAYMENTS! DEBT COLLECTION TOOK OVER THE LOAN & CLAIMING I NOW OWED OVER {$10000.00} TO KEEP THE CAR FROM BEING REPOSSESSED! 

I was told I would get contact made back with me BEFORE XXXX. 
I HEAR NOTHING BACK! I CAN NOT MAKE MY PAYMENTS, SO NOW I WAS A SITTING DUCK, JUST WAITING AND THEY REPOSSESSED MY CAR AT MY JOB XX/XX/XXXX. I could not locate my vehicle until XX/XX/XXXX AND GET MY BELONGINGS OUT UNTIL TODAY, THE XXXX. 

I had to GO INTO A BRANCH AND HAVE AN ACTUAL WELLS FARGO EMPLOYEE GO THROUGH HOOPS TO GET THE INFORMATION I NEEDED TO GET MY BELONGINGS I WAS ILLEGALLY DECLINED TO OBTAIN THE NIGHT IT WAS TOWED. 

I now have to WASTE PAPER, TIME, ENERGY, MONEY AND FAX THESE CORPORATE CROOKS PROOF OF MY PAYMENTS, MY EMAILS, AND ALL THE INFORMATION I POSSIBLY CAN THAT THEY AS A MAJOR FINANCIAL INSTITUTION SHOULD HAVE AND MAINTAIN AND HONOR- ESPECIALLY TO CUSTOMERS WHO HAVE BEEN WITH THEM FOR OVER A DECADE!!!! 

I strongly believe Wells Fargo is still scamming their customers. I am almost certain they use their AUTO DEPARTMENT SPECIFICALLY to get away with mishandling money. I most definitely see this a reality due to the fact the credit report I have seen the company has sent out about this auto loan I have with them CLAIMS I HAVE NOT MADE A SINGLE PAYMENT SINCE XX/XX/XXXX ( IRONICALLY THE TIME & MONTH I WAS XXXX XXXX, XXXX, & XXXX XXXX. 

Wells Fargo does not care and have basically stolen mine & my fathers money in attempt to cover their own crooked habits. My father is a veteran, a XXXX   worker, and I was a victim of XXXX! They don't care about the efforts being made despite the consistency in trying to remain in contact and keep it SIMPLE WITH ONE INDIVIDUAL. 

If I do not have this issue resolved I fear I will have to file a civil lawsuit and I still am a young adult who does not have the time or finances to deal with court drama. I just want to focus on still HEALING from my XXXX & my XXXX! I could have been using the money Wells Fargo claims I have not been giving them ON XXXX TO HELP ME COPE WITH THE XXXX. 
INSTEAD, they took my money, and continue to add to my issues. 

I will dispute this issue with XXXX as well as contact & consult with auto repossession lawyers in the area.

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