Consumer complaint received 2020-08-12
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: WELLS FARGO & COMPANY

Complaint:
I would like to file a formal complaint and requesting an investigation in to Wells Fargo and their refund practices regarding The XXXX settlement, My name is XXXX XXXX and In XXXX of XXXX I purchased a car with A co-signer, with a car loan from Wells Fargo, throughout the loan I noticed that the payment would fluctuate and it be came difficult for me to stay in good standing with the payments, well in XXXX of XXXX the car was repossessed, and it became difficult for me to get to and from work, find other jobs to provide the financial mean for me to clear up my debts and I could not purchase another car because my credit was soo bad from the repossession, I worked hard and for many years to get to a point where I could pick up all the pieces and move forward with getting out of the whole that I was in. In XXXX I received a letter saying that Wells Fargo was being sued for illegally placing XXXX on to car loans which cause them to increase, which was exactly my case an situation, at first I could not provide and information about what insurance I had at the time of the loan since so many years had passed and most insurance companies only keep 5 years record, well through out the year I search and was able to find documents supporting that insurance that I had at the time and that it proved the XXXX was placed illegally on to my loan, They took several weeks after I submitted the documentation to do the review and they came to the conclusion that I did not have enough evidence to support the information that they needed. I opened up a complaint at the Wells Fargo office presidents and provided them the same documentation that I had initially provided to the settlement process and within two weeks they came to the conclusion that illegal XXXX WAS in fact placed on my vehicle and I was paid out 100 % completely for all the XXXX that was placed onto the vehicle, I went on to request my full transaction history through Wells Fargo for the life of the loan, which they sent to me in the mail and I had a professional Do a complete loan reconciliation and came to the conclusion that the car was repossessed solely due to XXXX that was placed on each months payments, I called back to the office of the president at Wells Fargo and requested mediation and a mediation packet to be paid out for the repossession of the vehicle they took about two weeks and I received a letter in the mail saying that my account was in investigations and they should come to a conclusion within 10 days it past the 10 days and I called back I spoke with XXXX the woman who was handling my account and she said that they had came to a conclusion today that I did not qualify for the mediation nor mediation packet because of their calculations, That I was behind payments in XXXX and XX/XX/XXXX then submitted a payment in XX/XX/XXXX for those past due amounts and was behind XXXX and XX/XX/XXXX, and that the vehicle was repossessed in XX/XX/XXXX of XXXX I went on to tell her that the vehicle was solely repossessed due to the XXXX that was added to the payments and that they had already admitted their fault by paying me out 100 % for the XXXX that was added she went on to say that it didnt matter if the XXXX was added to the payment because they did not request proof of insurance at the time of me making the payments therefore it was rightfully added which I went on to tell her that makes no sense because if you say that you were wrong for adding the XXXX and that it did in fact cause my payments to go higher and that is the complete reason why they became delinquent and the vehicle was repossessed then hownos the repossession valiadated? She was at a loss of what to say I did tell her that I was going to go onto file formal complaint and do an investigation and this is where I stand today Wells Fargo Admitted to placing illegal XXXX on my vehicle which caused my payments to go up which led to the repossession of my vehicle they completely paid me out for the XXXX but are unwilling to pay me out for the repossession and other factors and it is unfair, I would just like them to make it right.

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