Consumer complaint received 2016-08-15
Company: WELLS FARGO & COMPANY
State: AZ
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
Wells Fargo Dealer Services continues to seek payment on a loan for the entire loan amount instead of recalculating the amount based on their sale of the collateral vehicle after they took it back twice. XX/XX/2016 Wells Fargo Dealer Services came to retrieve the vehicle for the second time. It was around XXXX and the guy that came said " sorry you have to call Wells Fargo if you want the car back because its going to be sold really fast ''. I did not seek to recover the vehicle. 

Upon reviewing my credit report, I noticed that Wells Fargo has yet to update the accouting of my loan with them. I requested information from Wells Fargo on XXXX/XXXX/2016 using their phone number of XXXX. I was told the account was not in their office and that I should call XXXX. I called that number and was told they did not have the account in their department that I should call back to XXXX. I called that number as instructed only to be told again that it was not in their office. Both offices told me to call the other office. 

On XXXX/XXXX/2016, I again called Wells Fargo and spoke to CSR ID XXXX and was transferred to another department because she did not have details about the account as it was in a different department. I then called XXXX ( a number of WFDS ) and they too did not have my account. I then called again to the main number and was transferred to a CSR by the name of XXXX ( whom told me he does not have an ID number to provide ) and he told me to call XXXX. I then called XXXX and was told again that it was not in their deparment and was told to call the " Wells Fargo Dealer Services Regional Office ''. I called the " Wells Fargo Dealer Services Regional Office '' only to be told again that the account is not in their office. 

I then called the main number again to inquire about the status and to get details about the loan, the balance after they took it back, and what the next steps would be. I was told once again it was " not in their department and they do n't see anything about the account ''. I asked how much do I owe after they took the car and was told by the CSR " I do n't have that information ''. I explained to the CSR that my credit reports are not correct and the balance should not be so high since they took the car and I confirmed with the CA-DMV earlier in the month that it was sold. CA-DMV would not provide me with the sale date, amount, or anything other information because I was no longer the owner. I asked how do I fix this and/or who do I talk to because Wells Fargo reporting wrong information everymonth. I was told by the CSR " I really do n't know what to tell you Ma'am. There is nothing I can do at this point ''. 

I was not given any means to address the erroneous credit reporting issues, nor was I given any accurate contact information/department to correct the issue. When I asked " exactly how much does Wells Fargo say I owe? '' I was told by the CSR that she does not have access to that information. Hence I am seeking assistance from the consumer financial protection bureau. 

I have been seeking to have accurate data reporting to the credit bureaus

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