Consumer complaint received 2025-01-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
CONCERN / COMPLAINT : Wells Fargo ( WF ) reported a late payment / delinquent state on an automobile installment loan to credit agencies. This happened after Wells Fargo stopped sending paper monthly bills/ statements * without my consent *. I believe their process is 'broken, ' and is in violation of the E-sign regulations, where each customer must * explicitly consent * for switch from paper to electronic billing / statements. We did and do not consent to switch from paper for this auto loan. 


SEQUENCE OF EVENTS : - In XX/XX/year>, WF claims to have sent emails regarding proposed switch from paper to e-billing. They claim to have sent to my email address ( XXXX ), but I never received or it was lost in spam folder handling - In XX/XX/year>, I received a courtesy call from WF regarding the payment being due. I made the payment via that phone call. No mention of switch from pepr to electronic billing was made on that call, and I assumed that the paper bill was lost the the XXXX mail. The payment was not so late where it would have been reported to credit agencies. 
- XXXX passes - In XX/XX/year>, I noticed Wells Fargo on home phone caller ID list- they did not leave a voice mail message about this (! ). I recalled the issue with prior payment, and checked checking account register to find that the XXXX payment was the most recent. I called in and they confirmed that XXXX payments ( XX/XX/XXXX, XX/XX/XXXX ) were unpaid and due. I paid via phone to catch up. I inquired about why the paper billing stopped, and it was only then that I was informed of the switch to electronic billing. I escalated the concern and they opened a case # XXXX with WF 's " XXXX XXXX XXXX XXXX '' to investigate/ consider further. 
- There were subsequent phone conversations with that department about the case. I expressed my extreme concern about impact to my credit rating, and that their process is likely in violation of E-Sign regulations. How can WF not send paper form to inform about such a proposed switch to begin with? They could not confirm whether they track delivery of email, or have a process to detect undeliverable email ( which would prompt contacting customer via other method ). 
- The final answer from the XXXX XXXX XXXX XXXX came in XX/XX/year>. They determined that the late payment was valid and would be ( or was ) reported as such to credit agencies. My concerns about their process potenially being in violation of E-Sign regulations were ignored or dismissed. I called to ask if there was an alternative step / review / appeal directly with Wells Fargo, and the rep ' advised that the same department is the only channel. 
- Yesterday, I received the first notification of direct impact to my credit rating - which dropped XXXX points (! ) as a result of this. This is literally the first blemish on a 100 % clean 40 year credit history. I am more concerned for potential similar, assumed impact to my daughter 's ( joined account with XXXX ) credit rating. 
- Please find attached : [ XXXX ] Wells Fargo official / final response to the case ( XXXXWells Fargo XXXX XXXX XXXX XXXX XXXX 
[ XXXX ] XXXX from notification that my credit score dropped XXXX points ( XXXXCredit Score XXXX XXXX pts.pdf ).

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 non-monetary relief