Consumer complaint received 2020-05-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
I requested a payoff amount from Wells Fargo Auto on XX/XX/XXXX on a personal vehicle loan. 
On XX/XX/XXXX I received a letter with the required amount {$11000.00} effective XX/XX/XXXX, any additional day would incur a charge of {$1.00}. 
I sent a personal check for {$11000.00} to account for a few extra days for mailing. 
On XX/XX/XXXX my bank paid check # XXXX for {$11000.00} to a Wells Fargo account number XXXX of XXXX, Colorado. 
On XX/XX/XXXX WF Auto credited my account twice, once for {$460.00} and the other one for {$9700.00} and created a due balance of {$990.00}. 
A {$1000.00} is missing from the amount paid by me and as of XX/XX/XXXX the bank does not want to answer any questions about the whereabouts of that amount or the title of the vehicle. 
I spent over a week trying to get someone on the phone. When I was able to talk to someone I encountered a rude, obnoxious woman who told me that the bank only received a {$10000.00} check, that there was a balance due and if did not want to pay it the bank would repossess the vehicle and that was it. 
I called several times and finally I was able to talk to a woman that told me that she would sent my file for an EXECUTIVE REVIEW and I would be able to get a quick solution to my problem. 
Two weeks went by and never heard anything from the bank. I called again on XX/XX/XXXX and after a 45 minute wait a man came on the line, told me he was from the executive office, they had reviewed my account and the finding was that I had ONLY paid {$10000.00} and had a balance due of {$990.00} that needed to be paid if I wanted to get the title of the vehicle. 
When I asked him what happened to the extra {$1000.00} that WF Auto had collected from me he said he did not know anything about that. 
I told him that I had a copy of the cancelled check, the number of the account the money went to and my bank statement showing the paid check he told me to send it to the bank, they would look at the items and it would take up to 60 days to get a decision. If I were right the title of the vehicle would be released in about 15 days after the verification of payment. 
Coincidentally in 60 days is when the next payment is due, which I am NOT going to make, and if I do not pay that amount the bank would proceed to repossess the vehicle, since it is the legal owner and have the title, and would have scored a great deal : {$11000.00} in cash, a fabricated balance due of {$990.00} plus about extra 90 days of interest and a XXXX XXXX XXXX XXXX worth about {$10000.00}. 
NOT A BAD DEAL FOR A SIMPLE THEFT. 
Besides that I was injured by the bank, their actions caused me to lose the sale of the vehicle since I could not get the title and the buyer withdrew the offer thinking that I was trying to steal his money.

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