Consumer complaint received 2024-02-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
On XX/XX/2023 I made a {$1300.00} payment to Wells Fargo over the phone, as well as an agreement that I was going to make the final payment on XX/XX/scrub>XX/XX/2023 to get my account up-to-date. The woman on the phone from Wells Fargo agreed and told me that the red flag would be taken off for repossession. 
On XX/XX/scrub>XX/XX/2023 around XXXX we saw a someone in our driveway looking in to my car with a flashlight through our home surveillance system. My boyfriend ram outside an confronted the man who claimed to have worked for Wells Fargo and was there to repossess the car. When I came outside the man claimed the same thing and I told him. That was impossible because we had just made a payment and an agreement to finish up paying on XX/XX/XXXXXX/XX/XXXX. He got aggressive and told us too bad. He was taking the car anyway. At the same time, One of his coworkers, who claimed to be his supervisor, blocked the driveway, so there was no way for us to leave. We both told him to get off of our property several times and they resisted and were extremely aggressive. My boyfriend got into the car and refused to get out. Two men opened the door and he tried to exit the vehicle they blocked him and make kept telling him to get out of their face. 
My boyfriend got back into the car and as he did so, they began to hook the car up and jack it up. They walk to the back of the driveway and then call the police. 
When's the XXXX XXXX Police Department showed up it looked as if the car was hooked up and ready to go, which it wasn't. They use this as a base is that it was legal to take the car. 
New York State a " Self Help Tow '' is supposed to end the minute the consumer tells them to. This is not what happened. 
Once the police arrived, with their help, we told my boyfriend was going to be arrested if he did not exit the car, they XXXX me to the side to try and intimidate me into turning the car over, which I refused. 
Ultimately, my boyfriend got out and we didn't want him arrested. They took the car without our consent and the police waited with them until they were finished. 
We we told the repo company was located 5 minutes away, we later came to find out it ' 45 minutes away somewhere In XXXX XXXX, NY. 
2 date I still have not received my license plates, my personal belongings that were in the car, or even told where the repo company is located. NYSDMV has confirmed the repossession company has not returned my license plates to them nor my E-Z Pass to NYS. I had several personal belongings the car that I don't know where they are. 
Wells Fargo claims they have no relationship with this repossession company, XXXX XXXX XXXX, so they can't tell me where they are located. I spoke with XXXX once and they wanted me to sign papers and send a copy of my license before they would even tell me where they were located. It even claims on the police report that they are located in XXXX XXXX, NY, which is not true. 
Wells Fargo has opened up several investigations since the repossession, but I feel they are just stringing me along. We had an agreement, after I paid {$1300.00} on XX/XX/scrub>XX/XX/2023 and the balance on XX/XX/XXXXXX/XX/XXXX I would be caught up. But, they decided on XX/XX/XXXX to come repossess the car. 
This is now on my credit report - that I have a repossession and owe the full amount of the loan. This has been traumamatc and life altering. 
I need help. 
I don't have enough room to upload the documents to you. So I'm going to mail you via USPS all of the documents and videos supporting my claim.

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