Consumer complaint received 2018-12-03
Company: WELLS FARGO & COMPANY
State: DE
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I purchased a vehicle and Wells Fargo Dealer Services provided the loan. 
I paid off loan on XXXX XXXX, XXXX in full 6 months early with no late payments. 

Wells Fargo had admitted they lost my vehicle title in the mail from Delaware DMV during the year XXXX. 

Once my loan was paid off I went to Delaware DMV on XXXX XXXX, XXXX to inquire on my Title. I was informed that Wells Fargo should have mailed out to me the clear title and lean released. 

Wells Fargo just mailed me a lean release letter and no title. I was on my own to purchase my title which makes no sense when the title was lost in transit from DE DMV and Wells Fargo Bank. I filed a complaint with the bank 's office of The President on XXXX XXXX, XXXX with no resolution. The XXXX XXXX who was suppose to resolve it, did nothing. 

I contacted the bank 30 days later on XXXX XXXX, XXXX to inquiry on case and my title since I was never contacted. I spoke with XXXX who advised that a check was sent out to the State of PA Department of Transportation. I asked why did that happen? I don't live in Pennsylvania nor ever have. I live in Delaware and my car is registered in DE. I was told that the check would be placed- stopped and another check will be mailed out to me. I advised that Wells Fargo Dealer Services never corrected the spelling of my last name even after numerous times that I advised them to do so. 

XXXX informed me that she would correct the spelling of my last name and check would be sent out to me. 

8 days passed and I received no contact from Wells Fargo Dealer Services. On XXXX XXXX, XXXX, I contacted Wells Fargo Dealer Services requesting to speak with a manager. I spoke with Manager XXXX, she informed that my case was reassigned to another because XXXX dropped the ball. XXXX said she would counsel XXXX during next meeting. XXXX advised that my case was reopened and assigned to XXXX XXXX. I asked to speak with XXXX, but was told she just went home for the night and she would contact me the next day. 

XXXX XXXX, XXXX, I contacted XXXX and she stated she had no information or updates and is waiting to hear from her partner. I explained to XXXX that Wells Fargo has spelled my last name incorrectly on all document of the loan from day one. The loan department had no concerns on correcting the issue. XXXX said she would look into it and contact me before XXXX XXXX, XXXX with a resolution. I asked if I could speak with a vice president because this has gone on to long. She replied no. I advised her to just send me a check in my correct name for the title and it would be corrected and I would go to DE DMV to get duplicate title since I have lean release letter. 

XXXX XXXX said I will contact you when I get a check sent to you overnight. 

The very next day I received a check written out to PA Department of Transportation foe {$56.00}. I can not cash that check. Nor has XXXX contacted me. Wells Fargo is very incompetent and has failed several times to resolve an issue of my name spelled incorrectly and not providing me with a title. 

XXXX XXXX, XXXX I contacted Wells Fargo Dealer Services and asked to speak with a manager. I had to wait 35 minute to speak with XXXX a manager at Wells Fargo Dealer Service. XXXX said I would get a call back with in an hour. I did not get a call back nor is my issue resolved.

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 non-monetary relief