Consumer complaint received 2015-11-24
Company: WELLS FARGO & COMPANY
State: WA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Received a call fromWells Fargo Dealer SerXXXXXXXXXX/XX/2015 at XXXX message leftCalled back and talked to XXXXI informed XXXX that I do not have any accounts with wells fargo dealer servicesI informed XXXX that my number is on the national do not call registryI confirmed that his display showed my accurate number of XXXXHe was unable to find my number associated with any accounts in his systemI had him provide me with the address for the facility he is at, which he gave as follows : XXXX XXXX XXXX XXXX XXXX XXXX, XXXXI informed him that his IT staff should very easily be able to pull up the records of which staff member called my number so they can confirm who is responsible, what account they were working with, and remove my number from their system. The fact that I had to explain this to them is ridiculous enough. 
I informed him that they have been given their only notice, and if they call my number again then they will be paying for violating the do not call registration. 

XXXXOn XX/XX/2015 at XXXXWell Fargo dealer services againA voicemail message began with a female voice but was immediately cut off. 

Upon me calling back, call was answered by a XXXX in XXXX who immediately placed me on hold for three minutes without interacting other than to say his name and to please hold. He asked for my account number. I told him I do not have one, and asked XXXX for his last name or an employee ID number. He said he can use my social security number instead. I said again that I need a last name so I know who I am talking to. He again said that he is XXXX with Wells Fargo. I asked if he has a last name. He said that he is XXXX from Wells Fargo in XXXX. I asked if he was the only XXXX at Wells Fargo in XXXX. He refused to answer again and just asked what he can do for me. 

I told him that what he can do is transfer me to a manager. After being on hold for a brief period I received the voicemail of a XXXX. I left a voicemail requesting that he call me back about legal violations by his representatives, letting me know when he would be available to talk. 


XXXX did not call back. I called again at XXXX and spoke to XXXX . After re-explaining the situation to him, he was able to confirm that their phone system is incapable of logging outbound calls in order to determine which rep made them. So he can not find out from the rep what account they were working on. He was not able to find my number associated with any account. He also acknowledged that their database does not allow them to search the numbers of references on accounts, but only the phone numbers of the primary account holder. In essence, he admitted that they chose to operate with XXXX different deficient software systems that would have allowed them to resolve this issue, and can not remove me from the system unless they actually did a little work and talked to their reps. 

He could have sent an email to his reps to find out what accounts they were working on at XXXX when I was called, and instructed them to check their logs to find out. He opted not to do so. They have consciously chosen to continue calling me in violation of my being listed on the DNC registry.

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