Consumer complaint received 2026-01-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: WELLS FARGO & COMPANY
State: CT

Complaint narrative:
I am submitting this follow-up complaint because Wells Fargos prior statements about my auto loan status are inconsistent with reality, and the financial harm continues. 

Key payment terms : Monthly payment is {$550.00}. I made on-time payments for approximately one year before the restriction. This complaint cross-references CFPB XXXX and under the reivew OCC complaint XXXX. 

Timeline and actions : XX/XX/XXXX : Wells Fargo placed an XXXX/legal restriction on my auto loan account ( restriction/lock ). After this date I was unable to use normal channels to access the account or make payments. This restriction is confirmed in their written letters, in-person branch visits, and in calls with Wells Fargo customer service XXXX 

XX/XX/XXXX : Wells Fargo issued a written notice requesting documentation and stating the restriction was for the so-called U.S. legal and regulatory requirements. I submitted the requested documents and followed up multiple times via the communication channels Wells Fargo provided. 

XX/XX/XXXX : I submitted a CFPB complaint due to the ongoing restriction and Wells Fargos refusal/inability to provide a clear payment path or a clear explanation of what was deficient in the documents. 

XX/XX/XXXX : Wells Fargos Executive Office response representative XXXX XXXX stated the account remained restricted pending XXXX  documentation and directed me to contact Wells Fargos regulatory documentation department and/or visit a branch. No workable payment path was provided. 

In-person branch visit ( XXXX XXXX XXXX : On XX/XX/XXXX I went to a Wells Fargo branch and worked with branch trainer XXXX XXXX regarding the restriction and my inability to pay. He reviewed internal notes and confirmed Wells Fargos own records were contradictory and non-transparent : the documents were described as either not received OR received but do not comply, when he called the Wells Fargo XXXX department with no clear deficiency and no actionable checklist to cure it. He made multiple calls and transfers to Wells Fargo departments while I was present, and I was ultimately informed that due to the XXXXlegal lock Wells Fargo would not accept any payment at all until the lock is removed. This branch interaction confirms Wells Fargos internal inability to provide consistent information, its refusal to accept tender, and the intentional prolonging of a process that results in additional interest accrual. The XXXX. XXXX associate banker next week before my branch visit on XX/XX/XXXX and told me that Wells Fargo plans to exit the relationship with me which was later refuted on XX/XX/XXXX phone call with XXXX XXXX from the Wells Fargo executive office. 


XX/XX/XXXX at XXXX AM : I spoke by phone with XXXX XXXX for approximately 4 minutes. During this call referencing my OCC complaint, " he informed me that the Wells Fargo has removed the restriction but Wells Fargo would like to keep the interest it has accumulated during account restriction. '' First, my account is still not open/accessible and screenshots from mobile app and website sign on attempts are attached. I still can not make payments through normal channels. This means Wells Fargos prior position that the issue is resolved is a deceptive practice. Once the account passed the late fee penalty they would accrue more interest, thus, why removing the restriction? 

Wells Fargo represented that providing the requested documentation would result in removal of the XXXXlegal lock, yet despite my submission of the I-20 and I-94 documents on XX/XX/XXXX to XXXX, my re-submission on XX/XX/XXXX to XXXX ( as Wells Fargo later changed their mind ) , and my in-person provision/verification of the same documents to XXXX XXXX at a Wells Fargo branch on XX/XX/XXXX, the lock was not removed and I remained unable to access the account or tender payments. The redacted I-20 and I-94 documents are attached. 

Harm : Wells Fargo has not reversed or waived interest and related charges that accrued during the period when the account was restricted and Wells Fargo prevented payment starting XX/XX/XXXX. Interest accrues daily, and the restriction/payment refusal is entirely outside my control. I should not be financially penalized for Wells Fargo blocking payment on a performing loan. Wells Fargo has not notified me of the restriction until I reached out to them on XX/XX/XXXX when I wanted to make payments, while the restriction was put on XX/XX/XXXX. 

Wells Fargo repeatedly withheld basic transparency necessary to cure the issue : they could not confirm whether documentation was received, could not confirm whether the documents have been reviewed, and could not provide a definitive checklist of they actually want. This prolonged the lock, prolonged interest accrual, and forced repeated branch visits and repeated calls without resolution.

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