Consumer complaint received 2025-05-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
I got a car loan from Wells Fargo in XXXX of XXXX for a new vehicle. The first couple of years went smooth until about XXXX started. I had gotten my loan down to around {$16000.00} still due at that time. I continued to make payments on the loan but after about six months, the amount still due hadnt changed. I called in on XX/XX/XXXX and requested an amortization schedule on the loan, confused as to why it wasnt moving even when making payments. The customer service rep I spoke to told me at that time they didnt know what that was. I tried to explain it to the rep and they still didnt get it. 

Another couple months went by, still made my payments and still saw the amount due still hadnt budged. So I called back on XX/XX/XXXX and again asked for the amortization schedule. I was then informed by a different rep that they didnt provide those and didnt have to provide one. But after this call the amount due started to drop a little so I didnt think much of it. 

I called back on XX/XX/XXXX and got the same response that they didnt know what the amortization schedule was. So I called again on XX/XX/XXXX and finally got someone who knew what I was asking for and said they called it your payment activity. I was informed that they would request it to be sent by email and to give it 10-14 business days to get it. 

By XX/XX/XXXX I still hadnt received it, I even checked my junk mail, so I called back. I was told theyd put the request in again and Id see it in about two weeks. 

Life got busy and on XX/XX/XXXX I realized I still hadnt seen the information and my account had stalled again around {$13000.00} even with payments being made so I called back and got the same run around of theyd send it. And again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 

On XX/XX/XXXX I was fed up of begging for information on how they were applying my payments and that they refused to give me the information. It seemed extremely fishy that they wouldnt provide the information especially since my loan amount due wasnt moving and hadnt for almost a year. I told the rep that I spoke to, who claimed theyd sent the information via email and confirmed my email, that I was ready to report them for fraudulent loan activity and not applying my payments. Given that they could never provide the information when requested and their history of misapplying payments or not applying them at all, and my loan stalling, I told the rep I was sure they were stealing my payments. 

On XX/XX/XXXX, I received a call from a corporate rep for them who stated that he needed until XX/XX/XXXX to investigate and that he would mail me the information I requested right away. He also started he would call back with his findings. 

I have not heard from the rep, I have not seen any documents from them via email or mail since then. According to what I found posted on my account, I should owe about {$5000.00} but my account still shows {$13000.00} due.

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