Consumer complaint received 2018-04-10
Company: WELLS FARGO & COMPANY
State: KS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased a used Truck through XXXX XXXX XXXX and it was financed through Wells Fargo and at the time of Purchase it was set up to have the monthly payment to be directly deducted from my Company 's Bank Account. 

I had problems getting this set up for some unknown reason with Wells Fargo to be directly deducted from my Bank Account and I was told in XX/XX/XXXX & XX/XX/XXXX that the Payment would be set up soon to be directly deducted from my Company 's Bank Account. It never was done! 

It was not and for each Monthly 's Payment, I was subsequently late in making my Payment to them. 

To avoid any further problems, I requested another Form so that the Monthly Payment could be taken directly out of my Company 's Bank Account. This was requested in XX/XX/XXXX. 

Wells Fargo Bank has stated that they have in their a System, a Record of my request to have once again my Company 's Bank Account to be directly deducted from Account. 

I mailed the Form in for a 2nd Time. At the time of this mailing it, I was current with all monthly payments due to Wells Fargo Bank. 

I suffer from XXXX and I became quite ill from it and some related side ailments which are viral usually in manner. 

At the end of XX/XX/XXXX through the first week of XX/XX/XXXX ; I spent 10-11 days from a combination of my XXXX and mostly XXXX to my XXXX XXXX and the XXXX XXXX which partially XXXX me which required me to admitted to the XXXX XXXX XXXX XXXX XXXXXXXX. 

Afterwards, I was sent home on many prescribed XXXX including XXXX for the pain for the rest of XX/XX/XXXX. I was bedridden for the rest of the Month incapacitated to do much of anything, I was then admitted in mid XX/XX/XXXX due to a fall upon which I cracked my skull and suffered a Concussion which I was again admitted to the XXXX XXXX XXXX XXXX XXXX for 3-4 days. 

It later triggered in XX/XX/XXXX, my XXXX Doctor believes due to all of the XXXX which required me to take a large dose of XXXX and then XXXX XXXX plus other XXXX which again XXXX me up for the Month of XX/XX/XXXX in XXXX. 

At the beginning of XX/XX/XXXX, I was once again admitted to the XXXX XXXX XXXX XXXX XXXX with a case of XXXX & XXXX for another 8-9 Days which combined with the other ailments caused me to lose over XXXX XXXX. Before all of this, I weighed XXXX XXXX. and stand at XXXX ' XXXX ''. 

I was extremely, extremely ill then for 3 Months. 

At the end of XX/XX/XXXX ; I received a letter from Wells Fargo Bank that I had not made 3 Monthly Payments so they were going to turn over this Account to a Collection Agency. 

I was absolutely shocked at this letter and immediately called Wells Fargo and inquired why the Monthly Payment was not being taken out of my Company 's Bank Account. 

Because of my illness over this 4 month time period, I had hired a part time Book keeper to do my books due to my health related incapacity. 

Wells Fargo acknowleged their sending me the Direct Deposit Form but they never received or processed it. 

I immediately paid off the amount due for the 3 Months of Missed Payments plus a 4th due of little over {$1000.00}. 

I had received no letter from Wells Fargo about the NON PAYMENT other than what my Wife considered Junk Mail from Wells, XXXX, XXXX XXXX, XXXX, etc. to open up a new credit card account. 

NOTHING was sent to me by Wells Fargo in a Letter which had on the Outside of it a DELIQUENT PAY NOTICE or something to that effect or in an EMAIL to me which they had which indicated that I was missing any Monthly Payments to them. 

I still don't understand with all of the JUNK MAIL that Banks send out to me each month that they didn't send me an email to me about this matter since at the time of financing of the Pickup Truck, I provided to them my email address. 

I inquired of them what I needed to do to get this Mistake Corrected on my Credit Report which was caused by for a 2nd Time by Wells Fargo not Processing my Direct Deduct Payment which I do for 2 other Trucks on my Companies Bank Account. 

The Damage which they did to my Credit Score by their Mistakes and my 3 Month Period of Hospitalizations concerned me the most above all other things. 

Just as an aside, every Payment that I can possibly make through an Auto Deduct on my Company 's Bank Account I do, for example, Payroll, FICA and other Related Taxes, all kinds of Insurance, Electric Bills, Credit Card Bills, etc. 

Wells Fargo Associates and 2 of their Managers said I could explain this Situation via an email and phone calls to their " Office of the President '' to get this Problem rectified due to my illnesses, the failure to enroll me for a 2nd Time in their Auto Deduct Program, and their Failure from my View Point to send to me a Letter that was Marked " Delinquent Payment Due on the Outside of the Letter to distinguish it from other Junk Mail ''. 

I literally spent 2-4 hours for MANY days on the Phone with this " Office of the President ''.

They received an email from me and in it and on the Phone, I offered to send a copy of my Medical Bills & a letter from my XXXX Doctor explaining to them all of my Medical Problems in the XX/XX/XXXX-XX/XX/XXXX time period. 

Wells Fargo 's " Office of the President '' turned down all of this offer of Proof as to what had unfortunately transpired in my life. 

WHEN I RECEIVED THE LETTER IN XX/XX/XXXX Collection/Delinquency, I IMMEDIATELY responded & made this payment to Wells Fargo Bank, I told this " Office of the President ''. 

If I had received any such letter or an Email had been sent to me in XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX then the Payment would of been immediately been made paid just as it was paid in late XX/XX/XXXX by me to them after getting this letter. 

If such a letter or Email with this kind of writing had been made either my Wife or Part time Book keeper would have made these monthly payments so this 3 Month Delinquency would not have occurred.

This " Office of the President '' proved to be a cruel joke upon me and finally when I got to talk to someone in it, they said that since I was late no matter what the circumstances that this would be reported adversely upon my credit score.

And that the Managers who told me this had misled me so I just wasted many weeks of time in the Hopes of Correcting this 2 time XXXX by Wells Fargo combined by my series of significant illnesses combined with my XXXX> This has Adversely affected my Credit Score which was a XXXX FICO Score according to my Bank in XX/XX/XXXX. My local Credit Agency said the Actions of Wells Fargo most likely knocked off around 75-80 Points of my Credit Score. 

I checked my Credit Score with my XXXX XXXX and found out that my Credit Score has  dropped by almost 100 Points due principally according to a Credit Counselor that I hired due to Wells Fargo 's Reports to the Credit Bureau. 

I want the Actions of Wells Fargo to be REMOVED from my Credit Report due to their XXXX XXXX in my matter which have NEGATIVELY AFFECTED my CREDIT SCORE and in so many other type of similar matters that have been proven in the News, XXXX, etc.

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 explanation