Consumer complaint received 2026-03-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Complaint Regarding Mishandling of {$510.00} From My Personal Funds I am filing this complaint regarding the handling of {$510.00} that was paid from my personal bank account. On XX/XX/year>, a TPO ( court order ) required that the vehicle be retained and that payments be made. In order to comply with this order, I mailed a check for {$510.00} in XX/XX/year> from my personal bank account. The check was cashed in XX/XX/year>, and the funds were withdrawn from my account. This confirmed that the payment was accepted. After the payment was accepted, a refund check for {$510.00} was later issued and mailed to my bank, XXXX. My bank does not accept physical checks and therefore rejected the refund and returned the check to the sender. Because the refund was rejected and returned, I never received the funds back. The money was withdrawn from my account when the check was cashed, and the attempted refund never reached me. When I contacted the company to ask about the status of the {$510.00}, I was told that no information could be provided because the account involved is not in my name. I understand that financial institutions can not release another person 's account information due to privacy laws. However, I am not requesting anyone else 's account information. My complaint concerns money that came from my personal bank account. I am simply asking for an explanation of what happened to the {$510.00} and for the return of my money since the attempted refund was rejected and returned. My questions are straightforward : Why was a refund issued after the check was cashed? After the refund check was rejected and returned by my bank, where did the {$510.00} go? Why has the {$510.00} not been returned to me, the original payer? I am requesting a full explanation of the handling of these funds and the immediate return of the {$510.00}, since the refund that was previously issued was rejected and returned. This complaint concerns the handling and disposition of funds that originated from my personal bank account, not any account information belonging to another individual. We complied with the court order and made payments for XXXX and XXXX. XXXX of those payments was accepted when the {$510.00} check was cashed. After that, we were informed that the vehicle was being repossessed and that there was no record of the payment, even though the check had already been cashed. I then provided proof that the check had cleared my bank account. After receiving this proof, the company issued a refund check and mailed it to my bank. My bank rejected the check because it does not accept physical checks and returned the refund to the sender. Because the refund was rejected and returned, I never received the funds back. The {$510.00} was withdrawn from my bank account when the check was cashed, and the attempted refund never reached me. I was then told that the company can not provide information or return the funds because the account is not in my name. I understand that financial institutions can not release another persons account information due to privacy laws. However, I am not requesting anyone else 's account information. I am requesting the return of the {$510.00} that came from my personal bank account and an explanation of what happened to those funds after the rejected refund was returned. My request is simple : the return of the {$510.00} to me, the original payer.

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