Consumer complaint received 2022-11-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
1 ) My XXXX XXXX  XXXX XXXX was locked in my driveway also charging on its locked charge port when a regular tow truck showed up 2 ) The driver came to my front door and asked my name, he then aggressively said I needed to unlock the car untether, unlock it and give him a key 3 ) He didnt provide any paperwork and I didnt know what was going on, he finally said he was hired to repossess my car, I insisted it must be a mistake 4 ) I also told him he likely damaged my charge port and the battery pack under the car by lifting it as XXXX need to be lifted properly, I said if this was legit hed need a flatbed truck and put it in tow mode 5 ) I immediately tried logging into my Wells Fargo Dealer Services account online and the account wasnt there, I feared hackers, I asked him to leave my private property and he said he couldnt 6 ) I called Wells Fargo and had to talk to 3 representatives as all of them couldnt find my accXXXX XXXX XXXX XXXX the repossession rep from Wells Fargo asked me if the car was hooked, I told her I dont know what that means yet she said she wouldn't let me pay if there was late payments, I tried paying with all reps just in case I may be late and none of them would help me 8 ) Wasnt hooked on my private property ( my security camera shows ) as I get off the phone with XXXX 9 ) The tow truck driver again aggressively asks me for a key and to unlock it from the charge port, my neighbors see me crying and witness his aggressive behavior to identify me, ask me for a key and tell me to unlock the charge port in addition to get all of my belongings out of the car 10 ) I insist he can not take the car on anything but a flatbed, XXXX can not be towed they have motors associated with the battery and all electronics, it can cause the batteries to catch fire and electronics to malfunction - he wouldnt listen 11 ) This all happened late day Friday XX/XX/XXXX, I had no warning nor known mail, voicemails or notices that I was late, I asked to pay 5 times before the car left the premises, I told the tow truck driver he cant take my car, and to no avail. Its at a lot in XXXX XXXX 12 ) On Saturday morning, still confused I called Wells Fargo after trying to log in and after several failed attempts to get a rep, one told me she could have me pay the late payment and stop the repossession process, so even if its a mistake, I paid because I want my car back and dont want a mistake in my credit report 13 ) The Wells Fargo agent XXXX said my account is in good standing and all paid with a reversal of this repossession process 14 ) as of XX/XX/XXXX I havent heard from anyone from Wells Fargo and concerned about their mistake of not notifying me, the damage to my XXXX from my wall unit being yanked nearly out of the garage wall by the aggressive tow truck driver who bullied me into providing my key, unlocking the charge unit and continually ignored me when I said please dont do this, you can not tow XXXX!

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 monetary relief