Consumer complaint received 2016-02-12
Company: WELLS FARGO & COMPANY
State: SC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I sent a cashier 's check to Dealer Services that was received, according to USPS, on XXXX/XXXX/XXXX. This was a full payoff of the current automobile loan I have with Dealer Services. Dealer Services could not locate my check after I mailed it. Depending on which representative I talked to, I was told to either : wait a little longer so that Dealer Services could possibly locate the check, or go ahead and cancel the check and get a new one. Over one final conversation involving my local Wells Fargo bank manager and Dealer Services, it was agreed to cancel the check. The check was canceled that day, XXXX/XXXX/XXXX. Literally, the next day, Dealer Services found my check and tried to process payment, which was denied due to cancelation the day before. There is an application process that one must go through in order to get a new cashier 's check issued. I went through this process with my local Wells Fargo bank manager and was ultimately denied. The bank has a mandatory 90 day waiting period before these funds are available in my bank account. This was made aware to Dealer Services several times by the local Wells Fargo bank manager and myself. After I was denied a new cashier 's check, Wells Fargo stated that the local branch could issue me a copy of the same cashier 's check that was issued originally. If the branch could attain a photo copy of the original check, a duplicate check could be printed. The local Wells Fargo bank manager and I have contacted Dealer Services several times in an effort to get this photo copy. Dealer Services, so far, has not been able to locate my original check or provide a photo copy. The check was never mailed back to me, as would normally happen when a check bounces. Since I can not get a photo copy of the check, I must wait the mandatory 90 days until the funds are again available in my bank account. On XXXX/XXXX/XXXX the manger of the collections department, XXXX, suggested forbearance. I agreed to it and payed the fee. On the phone with this same manager, he said that the forbearance would last until XXXX, till when the funds for the full payoff of the car would be in my account. A week later, on XXXX/XXXX/XXXX, when I called back to check on my status, he stated the forbearance was grated, but for the months of XXXX and XXXX only. I reiterated the fact that I sent a payoff check that was lost by Dealer Services and I could not afford to make monthly car payments again. He stated that the forbearance could not be extended past 60 days, and since the issue dated back to XXXX, it had to cover that time. I was made aware by XXXX that the payment for XXXX is due, and that it is expected to be paid in XXXX, and then again in XXXX. During all of this, I contacted Dealer Services many times, as I was also concerned that this issue would affect my credit. I was told that a computer automatically generates the credit reporting and there was nothing they could do to stop it, even in my current situation. Dealer Services did turn me for a late payment for the month of XXXX XXXX, to the credit bureau. I then called several times again to Dealer Services, asking how this could be removed. Depending on which representative I talked to, I got several different answers. When I finally talked to the collections manager, XXXX, the first time, I was told he would personally look into getting this removed from my credit. The second conversation with XXXX went completely different. He stated that this was a multi-step process, where I had several things I would need to complete before Dealer Services would consider asking this blemish to be removed from my credit. I have involved the local bank manager of Wells Fargo, throughout most of this ordeal and the local Wells Fargo branch had does all it can do to help me in my situation. I can not say the same for Dealer Services

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