Consumer complaint received 2025-06-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: WELLS FARGO & COMPANY
State: MT

Complaint narrative:
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  30 days past due XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Due XX/XX/XXXX - XXXX & XXXX XXXX a Requirement to Strictly Comply with Agreement Notice from Wells Fargo via USPS mail dated XX/XX/XXXX. The notice stated that we had until XX/XX/XXXXXXXX  to contact Wells Fargo or collection action could potentially be taken. 

XX/XX/XXXX @ XXXX - XXXX spoke w/ Wells Fargo Auto ; Told that {$770.00} was currently due. I was told there are no assistance programs unless I had proof of income. I was told that the only option was a payment arrangement. The way that they do arrangements is to set a date and amount. I asked if the vehicle was at risk of repossession like notice said, she said no but if I wanted to be safe, I could make a payment for a minimum of {$300.00} to " roll back for an additional 30 days ''. XXXX & XXXX currently due, XXXX due in 2 days. If I were to do the payment arrangement, I need to wait 2 business days before calling back to set up next arrangement. I had tentatively agreed to make 1 full payment on XX/XX/XXXX via phone payment and was told to call in by XXXX. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX 60 days past due XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX 30 days past due XX/XX/XXXX - Payment Due XX/XX/XXXX - XXXX  registered vehicle with XXXX XXXX XXXXXXXX XXXX XX/XX/XXXX - XXXX  retrieved vehicle from XXXX  possession XX/XX/XXXX - XXXX  insured vehicle through personal auto policy XX/XX/XXXX - XXXX  signed paperwork via XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX had 2 copies each of Limited Power of AttorneyXXXX XXXX XXXX XXXX XXXX XXXX Included Montana XXXX XXXX in envelope. 

XX/XX/XXXX - Notarized documents & XXXX  XXXX XXXX were mailed via XXXX XXXX XXXX to XXXX. Tracking # XXXX XX/XX/XXXX @ XXXX - Notarized documentation XXXX XXXX XXXX XXXXXXXX was received and signed for by XXXX. 

XX/XX/XXXX - Refinance complete w/ XXXX XXXX XXXX XXXX XXXX XXXX XXXX Payoff processed for {$12000.00}. New refinanced amount of {$13000.00} w/ XXXX effective XX/XX/XXXX ( per Loan Confirmation Letter from XXXX ). 

XX/XX/XXXXXXXX XXXX XXXX XXXX account set up successfully. 

XX/XX/XXXX - Payoff issued to Wells Fargo Auto by XXXX in the amount of {$12000.00}. Tracking # unable to be provided by XXXX. 

XX/XX/XXXX - Update to XXXX credit report. XXXX & XXXX no longer have access to the auto loan account via Wells Fargo Online Access. 

XX/XX/XXXX - Wells Fargo Auto Account is currently 82 days past due XX/XX/XXXX @ XXXX - Vehicle repossessed by XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX per order from Wells Fargo. Exact date and name of agent that initiated repossession is not available from Wells Fargo Auto. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto to discuss repossession. Told there is nothing they could do after speaking with a supervisor. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX ; Talked to agent and requested copy of payoff paperwork. Informed they send payment directly to XXXX and XXXX handles all payoff procedures. 

XX/XX/XXXXXXXX XXXX XXXXXXXX - XXXX  called XXXX ; Talked XXXX regarding refinance docs ( informed refinance went through XX/XX/XXXX, payment issued XX/XX/XXXX, confirmed that payment was received by Wells Fargo XX/XX/XXXX ) XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo for update, gave info regarding refinance dates and they opened an official complaint for Repossession in Error XX/XX/XXXX XXXX - XXXX rcvd Ackowledgement Email regarding complaint. Addressed to XXXX  but sent to XXXX  personal email XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto & Executive Team ( per email rcvd XX/XX/XXXX ). Spoke w/ XXXX XXXX XXXX Team regarding Repossession in Error - XXXX was told nothing we can do right now- it could take 48 business hours to resolve. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX to speak with XXXX XXXX not available, rep that answered offered to help, said he would get someone from their accounting department to check on whether or not payment was cashed by Wells Fargo and would provide proof - never rcvd call back. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo XXXX spoke w/ XXXX, XXXX requested XXXX because their finance department had no record of payment . 

XX/XX/XXXX @ XXXX - XXXX  called XXXX to speak with XXXX XXXX he emailed the tracking number of 2-Day Air shipping label ( Tracking # : XXXX ) and a copy of the check for {$12000.00}. Also included a copy of Authorization for Payoff dated XX/XX/XXXX. 

XX/XX/XXXX @ XXXX - XXXX  forwarded information to XXXX XXXX the Executive Escalations Department via email to XXXX Subject : Case # XXXX XXXX XXXX XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo to speak with XXXX, XXXX answer, left VM for call back - never rcvd call back XX/XX/XXXXXXXX  - Payment # XXXX 90 days past due XX/XX/XXXX - Payment # 2 60 days past due XX/XX/XXXX @ XXXX - XXXX out of office, transferred to XXXX ( XXXX XXXX ), instructed he would look into it and give a call back - never called back XX/XX/XXXX @ XXXX - Rcvd a letter titled Opportunity to Get Your Vehicle Back & Information About Upcoming Vehicle Sale. Dated XX/XX/XXXX, rcvd via USPS mail XX/XX/XXXX. Pay {$13000.00} OR by reinstating the terms of the loan by paying {$1600.00}. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo auto XXXX spoke to agent, found that internal investigation determined that repossession was done according to policy and that 30 minutes prior to phone call a release was sent for us to pick up the vehicle. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX XXXX XXXX XXXXXXXX, told XXXX to call the office for more information regarding release because earlier this week the vehicle was shipped out and no longer in his possession. 

XX/XX/XXXX @ XXXX - Called XXXX XXXX XXXX XXXX XXXX XXXX coordinate pick-up of personal property w/ XXXX, no documentation rcvd regarding release of vehicle to borrowers, only have a work order to pick up vehicle from borrower and work order to release vehicle to Wells Fargo. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto XXXX spoke w/ XXXX regarding ongoing issues as he is Billies direct supervisor, XXXX confirmed there is nothing he can do at this time but said that the check WAS XXXX XX/XX/XXXX and is currently being processed for payoff. 

XX/XX/XXXX @ XXXX - XXXX  rcvd personal property from XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

XX/XX/XXXXXXXX XXXX XXXXXXXX - XXXX  called XXXX, talked with XXXX XXXX she said that although unfortunate - XXXX is still responsible for loan payments beginning XX/XX/XXXX. 

XX/XX/XXXX @ XXXX - XXXX XXXX XXXX left XXXX a XXXX XX/XX/XXXX @ XXXX - XXXX  returned XXXX  call, XXXX is XXXX XXXX XXXX XXXX he reiterated the timeline and all known details. Confirmed that a payoff was XXXX Air shipped to Wells Fargo XXXX XX/XX/XXXX, left their facility on XX/XX/XXXX and was received by Wells Fargo XX/XX/XXXX XXXX 

XX/XX/XXXX - XXXX XXXX XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto XXXX He was told that a release was sent to XXXX for the vehicle to be released from auction and was given a contact number. 

XX/XX/XXXX @ XXXX XXXX XXXX XXXX   called XXXX. He was told that they had not received a release but to try calling back in XXXX minutes. 

XX/XX/XXXX @ XXXXXXXX XXXX XXXX XXXXXXXX  called XXXX back. Informed that they still have not received a release. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto . Informed him that they are resending release and instructed him to call XXXX back in 1hr. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX. Informed him that they still do not have a release. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX XXXX XXXX XXXXXXXX. They had not received any releases. They confirmed they shipped the vehicle to XXXX XXXX XXXX earlier last week. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Executive Escalations . He was told XXXX was currently unavailable but would follow-up with a call back shortly. Did NOT receive a follow-up. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto . He was told that the release was sent to the auction holder, XXXX, in XXXX XXXX XXXX, UT. He was given a contact number to follow-up. 

XX/XX/XXXX @ XXXX - XXXX  called XXXX XXXX He was transferred to the rep that handles Wells Fargo Auto repossessions. Went straight to VM, left VM for call back. 

XX/XX/XXXX @ XXXXXXXX XXXX XXXX XXXXXXXX Wells Fargo Auto XXXX spoke with XXXX XXXX XXXX she confirmed that once an account is 60 days past due the online access is revoked with no prior notice to force the borrower to call in to make payment arrangements. We had access up until 83 days past due. They claim they sent a Right to Cure notice on XX/XX/XXXX ( expiring XX/XX/XXXX ) showing the account was past due {$770.00} and could be at risk of repossession ''. We did not receive a Right to Cure notice but instead received a Requirement to Strictly Comply with Agreement Notice ( according to their policy/FAQs they send the " Requirement to Comply notice first and then 14 days later will send a Right to Cure notice. We did NOT receive a Right to Cure notice before repossession or up till today ). She said the account hit 75 days past due ( XX/XX/XXXXXXXX  ) and the repossession process started. When asked, she said the exact date and name of the agent that initiated repossession is not available from Wells Fargo Auto. She also stated that the account will be back in an open status and the online access will be restored in 5-7 business days. This call was recorded on XXXX  end. 

XX/XX/XXXX @ XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Department to find out status on new title, left a VM for a call back. 

XX/XX/XXXX @ XXXX - XXXX XXXX XXXX back, confirmed that a release was received from Wells Fargo Auto . Instructed that we could recover the vehicle from their lot in XXXX XXXX XXXX, UT. 

XX/XX/XXXX @ XXXX - XXXX  called Wells Fargo Auto Executive Escalations . XXXX tried to speak with XXXX & was told he is in training and is now unavailable.

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