Consumer complaint received 2025-06-24 00:00:00
Product: Debt collection — Auto debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XX/XX/year>, my partner and I purchased a vehicle from XXXX Honda, a dealership operated by XXXX XXXX XXXX. Throughout the purchase process, we encountered multiple, conflicting statements regarding their down payment policy, particularly in relation to payments made by credit card. 

Initially, XXXX XXXX XXXX informed us there was no limit on credit card down payments. This assurance was a key factor in our decision to proceed, as I intended to use my XXXX XXXX card to take advantage of cash-back rewards and 0 % interest. However, during the financing stage, Finance Manager XXXX informed us that the maximum allowed on a credit card was {$5000.00}, and that the loan minimum was {$7500.00}. We were therefore required to charge {$5200.00} to my XXXX XXXX cardan amount that was successfully processed and posted. 

On XX/XX/XXXX, Finance Manager XXXX XXXX contacted us and stated that XXXX XXXX, the loan provider, does not accept XXXX, and that the transaction would have to be refunded. I offered to use a different credit card or receive a refund check instead, to avoid delays. However, I was then told that no credit card payments would be accepted at all, which contradicted both previous statements. I requested this updated policy in writing. XXXX said XXXX would email us, but we never received any follow-up. 

That same evening, I sent an email to all involved parties, including sales and finance managers, seeking written clarification regarding the down payment policy. My email was ignored. 

Despite the charge being valid and posted, the dealership unilaterally processed a refund without our consent. I later confirmed with XXXX XXXX that the refund was initiated by the merchant ( XXXX Honda ), not by XXXX XXXX. XXXX claim that XXXX was not accepted appears to have been false and misleading. 

XXXX Honda has since attempted to re-bill us for the {$5200.00} as a new balance due, despite the fact that we had already paid this amount and received no explanation for the reversal. The dealership has refused to acknowledge the discrepancies in writing or respond to our follow-up communications. 

Additionally, our sales consultant informed us that, due to end-of-quarter sales goals, our purchase had to be recorded at his location in order for him to receive credit. As a result, we were pressured into proceeding at XXXX Honda and lost the ability to use a {$500.00} promotional coupon that was only valid at their sister store. 

This experience has caused significant frustration. It appears that the dealership knowingly provided inconsistent and misleading information, processed a refund without authorization, and is now attempting to collect a payment we had already made. This conduct raises serious concerns regarding compliance with merchant processing rules, fair lending practices, and truth-in-lending obligations.

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