Consumer complaint received 2025-11-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
After company wide layoffs where I worked for a company for 7 years dedicating over 100 % of my life until XX/XX/XXXX I have struggling to get caught up on car payments. With no job or steady income, not knowing what I will make each and every day driving for Lyft I have been paying almost daily on a regular basis to my WF auto loan to save my vehicle as it is what I need in order to earn any income whatsover. I was currently working on my XXXX payment and by the grace of XXXX received a {$270.00} tip on XX/XX/XXXX in order to complete my {$300.00} payment which reduce the chargeoff time by 30 days. I called before XXXX XXXX  PST on Saturday XX/XX/XXXX to make my payment and no one answered the phone ( they are open until XXXX XXXX  CST, so I had minimal time to spare ), several call attempts were made that day and prior was an attempt to make a {$65.00} payment but after breaking down in tears to a passenger in the vehicle who saved me by providing that tip I was able to have enough money to complete XXXX 's payment and reduce the past due time by 30 days however even though they were still technically open no one answered the phone. I then had to wait until Monday XX/XX/XXXX and after speaking with 15 different agents the last one accepted my {$300.00} payment which would have completed the XXXX payment had they answered on Saturday XX/XX/XXXX- I requested the call to be escalated to the Executive office CEO/President of Wells Fargo and was passed on to a XXXX in that department, she denied my charge off reversal request due to no bank error. There was no bank error it was a lack of will and work when I called to make my payment and no one answered the phone. Upon waiting for her alleged investigation she informed me today XX/XX/XXXX that the chargeoff would not be reversed. This after waiting several days and making even 2 more additional payments of {$66.00} and change on the following Thursday after XX/XX/XXXX and then another {$73.00} and change today on XX/XX/XXXX. These payments were accepted which should provide me with recourse in being able to resume my loan however they are refusing to work with me. I have been in quite the struggle since layoffs and applying for jobs daily with many skills, education etc and the vehicle I currently drive is my only form of transportation to support my son and my XXXX  ailing father. I earn what I can daily and pay as I go and drive continuously, I need to renew my vehicle registration which expired in XX/XX/XXXX, fix a busted and broken windshield from a golf ball, no warranty, 97K miles..... and still try to keep going. The unfairness and treatment I have encountered from WF Auto is hands down the worst ever as I have been making payments almost daily for the better part of 1.5 plus years often leaving myself with nothing and giving them the last dime to my name. No one deserves this nor should have to experience it. I am unable to refinance, payoff completely due to poor credit with so many things I am dealing with and not getting any resolution. I am requesting a continued payment for the remaining 2-3 years to be reinstated so I can resume making payments daily.

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