Consumer complaint received 2020-10-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
This is an addendum to complaint number XXXX XXXX against Wells Fargo Auto .

Because I was not able to get my car back after paying to have the loan reinstated, in order to keep my job I purchased another vehicle. At the time, I was told that Wells Fargo would not help me in getting my vehicle returned so I felt I had no other option. I was in the midst of a horrific divorce and had been employed in my new job for only one month so I had to have transportation. 

It was not until making a complaint through the CFPB did anyone give me a second thought. My car was finally returned to me XX/XX/XXXX in horrible condition. It was dropped off in my driveway facing the street with Repossession, Auction, Wells Fargo, Dates and other words had been PAINTED on my front window. I couldn't even see through the window when I entered the car. Then I immediately saw a hole about 1inch in diameter in my console gearshift. The front part of my car had been pulled out of the brackets, battery completely dead, there was no power steering and the speakers popped loudly when I hit any small bump and then the radio stopped working all together. 

I was left stranded on 4 separate occasions with a dead battery after getting it changed right after getting it back. After 4 towings, and 3 new batteries, the repair shop finally said that the theft security system had been tampered with and was causing a parasitic drain that they were unable to diagnose. ( I have this documentation ) They tried replacing the fuse for the stereo and it worked for 10 minutes, but the popping noise came back as soon as I hit the slightest bump and it no longer works. 

My ability to sell this car has been hindered so much to the point it is basically a worthless car. I did pay to have the power steering fixed, 2 batteries, a new alternator, but it still is so unreliable, I don't even bother anymore. 

Wells Fargo did allow me to defer 3 months of payments during the covid pandemic which was greatly appreciated. They also send me a check for approx {$5000.00} for overpaying for insurance and to make it right for any late payments, they stated in the letter that came with the check that they would remove the late payments from the credit bureaus and I would have 0 % interest for the remainder of the loan. I think that is a great start and I appreciate it greatly, but I now have a car that has no stereo or speakers and must keep at all times a charged up, spare battery on hand whenever driving. 

Also as a result of shipping my car so quickly to auction after I paid to reinstate the loan within 2 business days and leaving me hanging for over a month ( See complaint number XXXX XXXX ) I had to enter into another loan for double the FMV of the  vehicle with XXXX XXXX They refuse to lower the interest or even offer me a deferment during the beginning of the pandemic. I'm still {$10000.00} upside down after 18 months of payments while still paying for the car loan described here. 

I don't think anyone understands how debilitating this situation has been for me. I would like to see the late payment removed from XX/XX/2019 as stated would happen in the letter and I would also like to see the account reported as paid in full. When I tried to log in over a month after paying the car off ( XX/XX/XXXX ) and not hearing anything from Wells Fargo regarding receipt of payment or how to get my title, I called them to say that I couldn't log into my account and after being transferred around was told it was because the account had been closed and my title was at the DMV. The DMV doesn't know what I'm talking about when I said Wells Fargo sent my title to them. They told me to contact the bank as I should have received a document to present to the DMV. I have received nothing. I am truly exhausted from this entire situation.

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