Consumer complaint received 2015-03-20
Company: WELLS FARGO & COMPANY
State: NV
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
To the Parties Involved and assigned to Investigate Claim : Due to a pending refinance to pay off my vehicle loan, in conjunction with a brief illness, I asked for a deferment on my payments for XXXX or two months from the original lender Wells Fargo Dealer Services. This is an allowed option through Wells Fargo at least once during the life of a loan. I was transferred and spoke to the Deferment Department where I paid the {$25.00} fee over the phone ( on XXXX XXXX ) and was told my next payment would be due in XXXX. This is my third loan with Wells Fargo Dealer Services and none have had a late payment, all have been paid in full, prior to existing loan. I was told by the Deferment Department that I would receive phone calls from Wells Fargo Customer service about the late payment as it takes some time for the Deferment to go through the system and to " Ignore Them. '' I received voice mails about the late payment, but in regards to nothing else! I also received nothing in the mail regarding the Deferment, nor via email. 
Finally, I answered XXXX of the calls to ask why the paperwork was still pending, the lady was surprised about the Deferment and investigated. She found the payment of {$25.00} initiating but realized the agent was mistaken and never had me fax a signed paper that was required. She was kind and handled it very well and promptly and got it processed the same day for me. Lovely, end of story I had hoped. However, the bank called me on my refinance and says that Wells Fargo has dinged my credit, something I have guarded my whole life, and the result was a credit score that would cost me thousands in interest due to the late payment. So I phoned Wells Fargo D.S and spent an hour being transferred around departments, each time being told this was the wrong department. Finally, I was rudely told it was my fault I had not faxed in the form I did not know existed, and the ding to my credit was nothing they could do anything about. After additional time on the phone, finally, someone told me I could request to have this investigated by the credit company and it would take six months. I also will be notifying the C.F.P.B. 
I am to send all paperwork I have regarding complaint. Wells Fargo initially apologized for their error. Now, they are saying the error is my fault and the notes state they called me. They called regarding the missed payment, but never about a fax number regarding department. They also insist they phoned my work. A small business of about XXXX people, the chances of them not once delivering a message to me is highly unlikely. I also work full time there and was never reached. My husband, the co signer was also never contacted. Nothing was received via email or USPS. It is unethical that my credit is to be reprimanded for a companies mistakes as well as inconsistent training in their representatives. I appreciate any help in this manner. Thank you and please contact me if I can provide any further information. 

Sincerely,

Company response to consumer: Closed with non-monetary relief