Consumer complaint received 2026-06-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
My name is I am filing a complaint regarding Wells Fargo Autos mishandling of my late husbands auto loan SSN last XXXX : XXXX, XXXX XXXX XXXX ). My husband, XXXX XXXX XXXX, passed away, and I submitted a Small Estate Affidavit on XX/XX/XXXX. Since then, Wells Fargo has provided contradictory, inaccurate, and mathematically impossible information about the loan, and they have failed to properly process the estate documents. On XX/XX/XXXX, an estate representative XXXX XXXX ) XXXX XXXX loan was {$33000.00} for 75 months with a remaining balance of {$7000.00}. This is mathematically impossible. A {$33000.00} loan at 7 % for 75 months would have a payment around {$480.00} {$510.00}, not the {$550.00} {$550.00} we paid. Additionally, if the loan were truly 75 months at 7 % with a $ 556 monthly payment, I would have already paid {$41000.00} on this loan, which makes the numbers Wells Fargo provided impossible. After XXXX claimed she updated the account, customer service ( XXXX ) confirmed that : No authorization was on file The estate flag was not active The account was not updated I am requesting CFPB assistance to require Wells Fargo to : Properly process the Small Estate Affidavit Correct the loan balance Provide written documentation of the loan terms, payment history, and interest calculations Activate the estate flag and authorize communication Provide a written explanation for the contradictory and mathematically impossible information provided Release the title once corrected My contact information : Phone : Email : XXXX Math appendix Wells Fargo auto loan Borrower : XXXX XXXX XXXX XXXX XXXX Vehicle : XXXX XXXX XXXX Stated terms by Wells Fargo XXXX XXXX XXXX, XX/XX/XXXX ) XXXX Loan amount : {$33000.00} Interest rate : 7 % Term : 75 months Remaining balance : {$7000.00} Monthly payment ( actual ) : {$550.00} XXXX. What Wells Fargos numbers would imply Claimed structure : Term : 75 months Payment : {$550.00} per month If that were true, total paid over 75 months would be : XXXX So by month XXXX, I would have already paid : {$41000.00} If the remaining balance were truly {$7000.00}, then the total loan would be : XXXX That means Wells Fargos numbers imply a total loan of : {$48000.00} for a XXXX XXXX XXXX at 7 % interest , which is not reasonable and does not match any original documentation or pricing. XXXX. Why {$33000.00} for 75 months at 7 % can not produce a {$550.00} payment Using standard auto loan math : Loan amount : {$33000.00} Interest rate : 7 % annually Term : 75 months A loan of {$33000.00} at 7 % for 75 months would produce a payment in the approximate range of : {$480.00} {$510.00} per month not {$550.00} {$550.00}. So : If the loan is truly {$33000.00} at 7 % for 75 months, the payment can not be {$550.00}. If the payment is truly {$550.00}, the loan can not be {$33000.00} at 7 % for 75 months. Both can not be true at the same time. XXXX. What my actual payment suggests about the real loan My actual payment has consistently been : {$550.00} {$550.00} per month At 7 % interest, a payment in that range matches : Loan amount : about {$27000.00} Term : about 60 months This aligns with : The original financed amount I was told ( ~ {$27000.00} ) The expected payoff around XX/XX/XXXX The fact that we were paying {$550.00} ( slightly above the base payment ) to pay it off faster This is the only structure that fits both the payment and the timeline. XXXX. Summary of the math conflict If the loan were truly 75 months at 7 % with a {$550.00} payment, I would have already paid {$41000.00}. Adding the claimed remaining {$7000.00} would mean a total loan of {$48000.00}, which is not consistent with a XXXX XXXX XXXX financed at 7 %. A {$33000.00} loan at 7 % for 75 months would not produce a {$550.00} payment ; it would be significantly lower. My actual payment of {$550.00} {$550.00} matches a loan of about {$27000.00} for 60 months at 7 %, which is consistent with what I was originally told and with the expected payoff date. Therefore, the loan terms and balances stated by Wells Fargo representatives on XX/XX/XXXX are mathematically inconsistent and can not be correct.

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