Consumer complaint received 2020-03-03
Company: WELLS FARGO & COMPANY
State: IA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
On XX/XX/2020, we sent a check from XXXX XXXX XXXX XXXX in the amount of {$24000.00}. This is when the whole nightmare began. All we were trying to do, is pay off the loan with Wells Fargo. We paid off a couple of other accounts as well and they both received their payments on XX/XX/2020. However, when I kept looking at the Wells Fargo site, it showed that we were overdue on our payment and this was not the case at all. I was told it could take up to two weeks for this check to get processed, but on XX/XX/2020, after NUMEROUS calls to them asking where this check was, we had to overnight this check, AGAIN, to the company. Let me give you a little background here. When the check was first sent, it was sent to the CORRECT ADDRESS INFO on the payslip, which was Wells Fargo PL & L Loan Payment, XXXX XXXX XXXX, XXXX XXXX, IA XXXX. HOWEVER, my new loan officer had spoken to one of Wells Fargos agents, and they implied that this payment was sent to a branch in New Mexico once it was received. This was told by my loan officer that this is standard procedure, and it often creates issues, but all of the interest charges would be taken care of by Wells Fargo. This conversation took place on XX/XX/2020. Let it be known, that we had gotten mail, calls, and emails, that this payment needed to be paid, all when we already sent in a payment. In my eyes, this is harassment. So, which brings me to XX/XX/2020. We ( my mother and I ) had made a call to Wells Fargo asking them where the check was that we sent. We had talked to SO many  people that had NO IDEA what we were talking about, our heads were spinning. Not one of them even their ever so intelligent people in corporate, couldnt tell us where this check was!! We had spoken to a Team Lead or some position like that named XXXX, that forwarded our complaint to Corporate. We then spoke to someone on the phone that said that I would be receiving a call from a XXXXXXXX XXXX on XX/XX/2020 which did not call me until XX/XX/2020, because she was busy. I explained for the millionth time, exactly what happened. I wanted answers NOW as to where the first check went and also, now, as I found out, why they only posted a payment in the amount of {$1400.00}. XXXX did not believe a word I said, even though she said she was on my side, as she wanted proof of the check we sent and everything else. She said she didnt receive the check in the amount of {$24000.00} as they only received the {$1400.00} payment. Well, I explained to her that I HAD proof of who signed for the document, where it was signed, what time it was signed, as well as the tracking number. She advised to email everything to : XXXX She had a case for this, as they created a lot of cases, that never did anything for us but create headaches, frustration, and stress, and that # was XXXX. I then proceeded to call my loan officer to tell her the issues that I was having just to pay off a stupid loan, and had to get her involved in a mess she had nothing to do with. She then called me, then I had to get my mother on the phone, because, you know, Im not on the loan, which I understand, but when someone gives you permission to talk to someone, quit acquiring permission each and every time!! So, we all talked for about an hour. I had to COME HOME because this was stressing me out at work and I could not keep conducting such emotional, stressful personal business such as this, at work. Which really infuriated me! So, what had happened with the 2nd check, is that the {$1400.00} was applied to catch us up so that we would be current again, not a fault of ours, we didnt lose a $ XXXX PAYMENT, and then the rest of the payment would be applied on Saturday the XXXX. I said ok, then I will check the account tomorrow and make sure it went thru. It FINALLY went through! I then made a call, with my mother, and asked ok, is there a PRINCIPAL AMOUNT and interest ONLY UNTIL XX/XX/XXXX that we owe, because I just want to be done with you and your company. He advised that {$300.00} would be the remaining balance. I asked if I could pay online, he said Yes, but only choose other for your payment to make the full payment amount due to the fact that the balance said {$300.00}. Well, as you can already imagine, the payment did NOT go through because it was over what we owed. As I was already off of the phone with the person I called previously, I had to make ANOTHER phone call. By this time, Im not happy with the constant jerking around that I am getting from this company. Not sure who I spoke with, but I get a gal on the phone, and I tell her we want to pay this loan off. She is ADAMANT that we speak to XXXX XXXX ( my husband, the account holder ), and will not take money to pay the account from me even though his name is on the account. Even though I have been talking to her the ENTIRE time, she needs my husband to confirm a stupid payment. Let me tell you, Wells Fargos priorities are REALLY messed up. So, I then go upstairs and wake my husband, and tell him he MUST be present on the phone and confirm who he is, and give this lady the ok to make a payment in the amount of {$300.00} from our checking account to pay this loan off. She needed to verify the username on the account, the last four digits of the checking account, etc, etc. She then rattled off a verification number, and then told him the loan was paid off. Of course, I still didnt believe them. Low and behold, my fears had been confirmed when I spoke to XXXX XXXX at the XXXX, Iowa Wells Fargo Branch. I explained to XXXX that the payment had still not been taken out yet, and all we wanted to do, was just pay off the loan. XXXX advised that in order to pay off a loan, we needed to pay by check, and last payments could not be taken over the phone or paid online. I, once again, told her our ordeal, quite expecting her not to believe us ( no one else had why would she? ), and advised that we just wanted to make this last payment, and be done with it. XXXX was EXTREMELY nice and very professional. And, out of everyone that I spoke to at Wells Fargo, actually knew what she was talking about. She made a call to Wells Fargo, spoke to a rep on the phone, and I ( clear as day ) heard her ask the rep Ok, do you see any payments that will be posted to the account or coming out soon at all? What will they owe now? She got off of the phone, and assured me ( per the rep on the phone had nothing to do with XXXX, as XXXX did her job ), that NO payment was going to be taken out, and the final payment to be made was {$300.00}. I didnt agree with this payment. Even if it was only XXXX cents higher, I wasnt having it. But, I made the payment anyway just to get it over with, and would make sure to get my point across again when the payment went through. XXXX got the payment through, gave me a receipt, and gave me a business card. She was wonderful. So the next day, XX/XX/2020, the check payment we made went through. The account was not showing on the website paid in full, awesome. However, as I suspected once more, so did the amount for {$300.00}!!!!!! As I am writing this, I am BEYOND livid!!! They are dang lucky that this didnt create overdraft fees because they sure as heck would be paying those!!!! I wrote XXXX and she advised she called Wells Fargo to get this situation escalated. So, here we are, XX/XX/2020. Still no refund in my account. I received a call from my mother today stating that she received a call from XXXX XXXX the same gal I spoke to on XX/XX/2020. However, now, speaking to my mother seems like a conflict of interest as she no longer has anything to do with the account as it is paid off. There was NO NEED for this XXXX lady to call my mother about financial issues!! Its not the fact that she spoke to my mother, its the fact that she didnt call me or the account holder. She had the number. Apparently she didnt want to hear my wrath, so she went and called my mother. This, to me, is a conflict of interest now, because she has NOTHING to do with this loan any longer. This has to do with Wells Fargo making ANOTHER mistake ( amongst many ) and the fact that they owe us money!!!! I received another message from my mother today stating that Wells Fargo is working on resolving the issue. This whole experience has been a nightmare!! Everyone we have called had NO IDEA what was going on!!! We had to explain the issue over, and over, and over, and.you get it! I have worked with a lot of companies that have wronged me but they are THE most unprofessional, disorganized, company that I have ever worked with on the loan side of things! They STILL can not tell me where the first $ XXXX check went!!! Who loses a $ XXXX check?!?!?! You just cant make this up!!!! If my company were to behave like this with its customers, we would have been out of business YEARS ago!!! They need to have a generalized note system that shows EVERY note ever written!! Or, they 1 Did not take any notes or 2- Did not care to even look INTO the notes Update - it is now XX/XX/XXXX, and they keep calling my mother ( still a conflict of interest ), stating how they will " get the money in our account '', yet I just received an email from them on XX/XX/XXXX stating that - and I quote " Dear ( my name ), We received your inquiry dated XX/XX/XXXX, XXXX Wells Fargo . Our  research team expects to provide you with a response on or before XX/XX/2020. If additional information is needed, we will contact you '' I received this email from a XXXX XXXX - Research and Remediation Analyst at the Executive Office, XXXX XXXX XXXX, XXXX XXXX, IA XXXX Fax XXXX Phone XXXX ext XXXX. I smartly advised them that XX/XX/2020, is not acceptable. 

Again, this has been happening since XX/XX/2020. And again, I am tired of the emotional/financial stress this has caused us. Especially when we were just trying to pay off their ungodly high interest loan! 

Please take note that out of everyone, XXXX XXXX, Branch Manager at the Wells Fargo in XXXX, Iowa, would be the ONLY one I would trust talking to about my issues. She does what she is SUPPOSED to do. You know, follow up on issues, and get back to people. Not to mention, know whats going on with the account!! This is something your company lacks. 

Oh! And where is the FIRST check they lost in the amount of $ XXXX!??! No one could ever give me a direct answer!!! Unacceptable!!!

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