Consumer complaint received 2026-03-23 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: TX

Complaint narrative:
I am filing a complaint against Wells Fargo Auto regarding the repossession and subsequent handling of my vehicle and personal property. My vehicle was repossessed by a third-party company, XXXX Investigations XXXX XXXX XXXX XXXX on behalf of Wells Fargo XXXX During repossession, my personal belongings were removed from the vehicle. I later retrieved these belongings from XXXX ; however, I was required to sign an inventory acknowledgment form before being provided access to my property, which prevented me from verifying the accuracy or completeness of the listed items. The inventory document I signed only listed suitcase, clothing, etc. and did not accurately reflect the full contents of my vehicle. After this, Wells Fargo sent my vehicle to XXXX XXXX, where the vehicle was cleaned out and detailed on XX/XX/XXXX, while the vehicle was still in redemption status and after I had already made payment to redeem it. I did not have access to my vehicle at this time, nor did I authorize any removal or destruction of property. Upon later inspection and through direct communication, I discovered that multiple personal items were missing and/or destroyed, including but not limited to : Car seat covers Steering wheel cover Gear shift cover Car sprays and air fresheners Hand sanitizer bottles Personal paperwork from the glove compartment My sisters obituary ( irreplaceable document ) Front and rear license plates Parking and access stickers ( including apartment parking sticker ) I have recorded phone calls with XXXX XXXX XXXX XXXX that items such as my seat covers and license plates were destroyed while the vehicle was in their custody. Additionally, when I received my vehicle, I discovered unauthorized alterations had been made, including : My original XXXX key fob was XXXX The vehicle was reprogrammed to a non-OEM aftermarket key fob The replacement key lacks original functionality ( no remote start, no physical emergency key ) When I received my vehicle, the odometer displayed XXXX miles, which is inconsistent with the vehicles prior mileage and indicates that the vehicle was operated and/or its system was altered while in custody. I did not authorize any use of my vehicle during the redemption period. These actions were taken without my knowledge or consent while the vehicle was in Wells Fargos custody during the redemption period, when I remained the legal owner. Wells Fargo has attempted to deny my claim based on the inventory acknowledgment I signed ; however : The document was signed before I could verify my belongings It does not accurately list the contents of my vehicle I have evidence contradicting their position, including recorded admissions from their agent ( XXXX ) This situation reflects : Mishandling and destruction of personal property Inaccurate and incomplete documentation Unauthorized alteration of my vehicle Failure to preserve my property while in custody

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