Consumer complaint received 2024-06-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Here is a letter I sent via email on XX/XX/XXXX : Hello, I am writing to discuss my account referenced above and my recent conversation with your representative on XX/XX/XXXX. I understand that an intent to sell letter has been generated for my XXXX  vehicle, and I have been informed that your policy does not allow negotiation for a lower payment once this letter is issued. However, due to my current financial hardship, I am unable to pay the full amount required to reclaim my vehicle. 

I am committed to resolving this debt and would like to propose a payment immediately, with the possibility of arranging a payment schedule for the [ reinstatement ] balance. I sincerely hope we can find a solution that works for both parties and allows me to reclaim my vehicle. I appreciate your understanding and consideration of my request. Please let me know if there are any alternative options or if there is any additional information I can provide. 

Best regards, XXXX  Here is a follow-up letter I sent after speaking with the team later that day on XX/XX/XXXX : Dear Wells Fargo Customer Service XXXX I am writing to follow up on my previous correspondence dated XX/XX/XXXX regarding my account and the situation with my repossessed vehicle. I would like to document the interactions I have had with your representatives and supervisors during this process, as I believe they reflect significant issues in how my case has been handled. 

During my initial conversation with a representative, I was advised to refinance with a different company if I could not afford to pay my bill. However, it was not made clear to me that this would involve applying for a personal loan. Additionally, I was not informed that my account needed to be active to be approved for this refinancing option. Thankfully, a loan XXXX at XXXX XXXX XXXX provided me with accurate information, helping me avoid an unnecessary hard credit check and potential denial of the loan. 

When I escalated the matter to a supervisor, the response was unprofessional and hostile. The supervisor refused to connect me with another XXXX and instead chose to yell at me, stating, I am being firm with my decision. The supervisor further insulted me by saying, Youre the one whos XXXX days past due ; what did you think would happen? This hostile behavior included expressing frustration because we kept going in circles. Such conduct is unprofessional and unacceptable. 

Furthermore, the company has refused to provide a written statement confirming that no one at Wells Fargo is authorized to approve a lower payment or negotiate on my behalf. This refusal has left me without any formal documentation of my efforts to resolve this matter. 

I want to ensure it is well-documented that I have been mistreated, denied the opportunity to pay at least part of the reinstatement amount to reclaim my vehicle, harassed, and given incorrect financial advice. I am committed to resolving this debt and request that you reconsider my proposal to make a payment immediately, with the possibility of arranging a payment schedule for the remaining balance. 

I appreciate your urgent attention to this matter and look forward to your response. 

Best regards, XXXX Between XX/XX/XXXX and XX/XX/XXXX of XXXX, I made multiple attempts to access my online account to pay my balance after my payment was returned by my bank. A Wells Fargo employee verbally harassed me and was telling me its your fault because youre the XXXX who didnt pay and its not my problem. This company has a track record of harassing their customers and not working with them. Also, this same employee was trying to get my social security number even though I had verified my account with the account number, address, and date of birth. His XXXX also hung up on me while I was giving him a recap of the conversation. 

This company has showed no effort to collect funds from me and I believe they are attempting to coerce me into falling further behind on payments. When they repossessed my vehicle, I noticed minor scrapes on my car that were not there before.

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