Consumer complaint received 2026-06-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I am disputing two add-on products the dealership financed into my Wells Fargo Auto loan , and Wells Fargo 's refusal to take responsibility for them. On XX/XX/XXXX, I purchased a XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). The dealer financed two add-on products into my loan : a GAP product ( {$1200.00} ) and a 3-year cosmetic/appearance protection coverage plan ( {$5400.00} ), for a combined {$6600.00}. The XXXX is XXXX XXXX XXXX XXXX ( XXXX, NJ ). On XX/XX/XXXX - 23 days after purchase - I submitted a written cancellation request for both products, with no claims ever filed on either. XXXX ( {$1200.00} ) : Under New Jersey law the GAP free-look period is no less than 30 days, and cancelling within that period when no benefits have been provided entitles me to a full refund of the purchase price. I cancelled at day 23, so I am owed a full {$1200.00} refund. Cosmetic plan ( {$5400.00} ) : This was a 3-year coverage plan. No product or benefit was ever provided, and I have documentation confirming nothing was ever applied to the vehicle. I am therefore owed a full refund. At an absolute minimum I am owed a pro-rata refund of the unearned coverage, which after three weeks of a three-year term is nearly the entire purchase price. I created a documented certified-mail trail with return receipts : certified letters to XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX and signed for, late XX/XX/XXXX ) ; a signed delivery confirmation from the XXXX dated XX/XX/XXXX ; and certified " Billing Discrepancies and Refund Request '' letters to Wells Fargo Auto at multiple addresses ( delivered and signed for on XX/XX/XXXX and XX/XX/XXXX ). I have also called Wells Fargo more than five times and emailed them the signed contract. Despite this, Wells Fargo told me only the GAP product appears in its system and that it has no record of the {$5400.00} cosmetic contract. After I emailed Wells Fargo the signed contract showing the {$5400.00} was rolled into the principal it financed, Wells Fargo still stated that only the dealer is responsible and directed me back to the dealer, who has not resolved this. Wells Fargo also states it sent a cancellation notice but can not confirm the cancellation. Wells Fargo financed this entire balance and continues to charge interest on the disputed {$6600.00}. [ As the holder of my retail installment contract, Wells Fargo is subject to the claims and defenses I can assert against the dealer under the FTC Holder Rule ( 16 CFR Part 433 ) and can not simply redirect me to an unresponsive dealer. ] I am asking Wells Fargo to : identify the full breakdown of add-on amounts financed into my principal ; trace and confirm the cancellation notice it says it sent ; accept and review the signed contract I provided ; open a formal escalation case and give me a tracking number ; and credit the unearned and undelivered amounts to my loan principal, backdated to my XX/XX/XXXX cancellation request, with an adjustment for the interest charged on these amounts.

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