Consumer complaint received 2017-06-13
Company: WELLS FARGO & COMPANY
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Chronological History of Loan Payoff : XXXX/XXXX/XXXX I wrote check for {$2700.00} to Wells Fargo ( however I failed to write the word XXXX XXXX on the legal line ) which says XXXX XXXX XXXX XXXX dollars and XXXX XXXX cents. I was not notified regarding my error. This was the payoff amount on my car. ( I had received an Income tax refund and thought I would do a good thing and pay off my car. ) XXXX/XXXX/XXXX Wells Fargo processed check # XXXX for the amount of {$2700.00} ( what was written on the amount line of the check ) XXXX/XXXX/XXXX Received an invoice for the about of {$700.00} for balance due on my loan with Wells Fargo - upon calling Wells Fargo I was made aware that I had forgot the XXXX XXXX on the legal line. They had applied {$2000.00} to my account ( {$460.00} as two payments ( XXXX was applied to interest ) and the remaining {$1500.00} to the principle. I asked at this time if they could just apply the XXXX XXXX dollars they had pulled from my account. I was told that my bank must file a dispute regarding the XXXX XXXX dollars not applied. I contacted the manager of my bank and he filed a dispute on XXXX XXXX, XXXX. <P/>XXXX/XXXX/XXXX On XXXX XXXX we were told that they never received the dispute, despite the fact that XXXX ( my bank manager ) had received a confirmation that the fax was received. After a long list of questions to verify my identity. XXXX again filed a dispute by resending the original dispute along with a written statement that XXXX was authorize to be my agent in this matter. ( 35 minutes in XXXX office mostly on hold ) XXXX/XXXX/XXXX XXXX called to follow up on the dispute and was told they could not talk to him unless I was present. I took more time off work to be put on hold several time. We were finally told that they would have to research further to find the XXXX XXXX dollars. ( I spent 40 minutes in XXXX office mostly on hold while they tried to figure out what happened to the extra {$700.00}. ) Again they told us they would get back to us. <P/>XXXX/XXXX/XXXX Same run around as above. Was told that Wells Fargo Dealer Services did not have my money anymore. When I asked where it was I ( with XXXX ) was told that it had been sent over to Wells Fargo Banking Services and that we should use the code 682 to collect the funds. When XXXX asked for more of a routing number we were told that was all the information he had and we should just call Wells Fargo banking and they would let me know where my funds were. When we tried to speak to a manager we were told that the money had been sent to XXXX XXXX XXXX but could not tell us where or to what account. <P/>XXXX/XXXX/XXXX After informing each level of customer service reps. ( that I was also recording them I do have the recording ) we were finally given a reference code XXXX and a phone # to call XXXX ext. XXXX which led to XXXX in the Office of the Presidents office in Dealer Services. XXXX took all our information ( after a complete interrogation to verify I was who I said I was ) she said she would investigate and have an answer within 2-3 days. ( spent 2 hours at XXXX office without an answer being sent from one person to another and put on hold ) XXXX/XXXX/XXXX Spoke with XXXX and was told the same thing I had been told weeks ago, that the money was no longer at Dealer Serves and that it would take more research to find out where the funds had gone. <P/><P/>XXXX/XXXX/XXXX XXXX called back with information on my {$700.00} and said that XXXX or someone at the bank would have to have the funds transferred to XXXX XXXX XXXX, but not to my account. She said XXXX XXXX XXXX would then have to reimburse the funds to my account. I called and found out that XXXX was on vacation and would be back on the XXXX. When I relayed that to XXXX she said she had to close this matter within 10 day from when we first spoke, but would try to keep it open. <P/>XXXX/XXXX/XXXX Met with XXXX and we called the number we were given and gave the reference number to the recipient she told XXXX that he would have to send a request for the funds on a XXXX XXXX Letterhead with the relevant information and account information as to where to wire the funds. XXXX said he would complete the requested process after he talked to his supervisors as to where that general account might be and how to access it. I also asked XXXX about the added interest and notice of late payment I had received while trying to get my payment back, she said she would try to correct these issues but had no guarantee that she could resolve those issues. <P/>XXXX/XXXX/XXXX Call from XXXX saying that she thought everything was complete so she was closing her end of the account. I called XXXX and he told me that XXXX XXXX XXXX did not have an account that was general and that they would not return it to my account and that we had to file another dispute and that I needed to come back into the bank to file more paperwork and give my permission again! I just wanted to pay off my car. It has now been 3 months and hours of time off work at the bank of run around. Please help!

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