Complaint Rating:

I don't even know where to start. My husband brought a truck in 2003 and we were financed through Wells Fargo Auto Financial. There had never been a late payment. In June of 06', he brought a car. Well we have Allstate car insurance (we have had Allstate forever) anyhow. Our Allstate agent made a mistake and took the truck off of the policy even though we still had the truck. This mistake triggered Wells Fargo to assign us their insurance - Balboa.

When I realized that allstate had made this mistake, I immediately contacted our agent and she immediately contacted Balboa and stated that we had insurance and that she had mistakenly taken the wrong car off of the policy. We also notified Wells Fargo of this and so did the allstate agent. She faxed them all the information that they requested (several times) and stated her mistake. A month or so later we received a letter from Wells Fargo stating that they had taken the insurance off of our bill.

In October 06 we were still being charged for the Balboa insurance. Again, I contacted Balboa and they stated they had credit the monies back to Wells Fargo and that it may take a month or so for Wells Fargo to credit the money back to the account. We received a letter from Wells Fargo dated 11/3/03 that stated the insurance coverage that they issued had been canceled as of 10/06. Each month when we received the bill, we noticed that we were still being charged for the insurance. So any payment for the truck that my husband sent in to Wells Fargo a portion of that was going to the insurance first and I am not sure where the rest of the monies were going.

In December of 06, we began to get phone calls stating that we were past due on the loan. When I asked how could that be the rep stated that there were no payments applied to the loan. She told me that I needed to pay $2000. in order to bring the account up to date. I asked for a payment history. Of course I never received it. On January 4, 2007 I made a payment to Wells Fargo in the amt of $2000- I still could not figure out how we owed that amount when my husband had been making payments. I was told by the rep that the account was up to date.

By Jan 15,2007 I was still getting phone calls stating that the account was in arrears. I explained to the rep that this could not be true because I had just spoken to someone on 1/4/07 and she stated that account was up to date. The Wells Fargo rep told me that I needed to contact Balboa because they were still charging us insurance. I spoke to a very nice Balboa rep who stated that Balboa had credit back $2400 to Wells Fargo and that we were no longer being charged their insurance. So I stated to the rep that Wells Fargo was telling me that a portion of the car payment was going towards Balboa insurance. The Balboa rep stated again that they had credited back $2400.00 to Wells Fargo and she also state that Wells Fargo was having 'processing problems' as I was one of several customers that was having this problem.

I began receiving numerous phone calls Wells Fargo in the month of February stating that the account was 45 days past due. I knew good and damn well that this was not the case. Each time a Wells Fargo rep would call I would explain the whole insurance thing. I finally received a call from a Wells Fargo rep and I asked her to please send me a copy of the payment history. This was on March 15, 2007. I asked her to please review the account and tell me the dates from Sept 06 of payment. She stated to me that payments were received as follows: 9/2/06 a payment of 980. was received, 10/13/06 a payment of 1008.00 was received, 11/13/06 a payment of 1000.00 was received (please note that I made a payment of $2000.00 on 1/04/07 and this payment was supposed to be for November 06 and December 06) 1/07 2008.00, 2/20/07 a payment of 975.00, 3/13/07 a payment of 900.00, and on 4/1/07 a payment of 959.43. Now looking at this where is there not a payment made?

I have continued to receive nasty, threatening phones calls from Wells Fargo. I requested a payment history in March and on April 5, 07. I HAVE YET TO get anything. On May 11, 2007, I received a phone call from a rep from Wells Fargo and she stated that the account was 89 days past due. I asked her to please please look at the payment history which she did. She stated to me that the account was up to date and that she did not know what happened. I asked her to please send me confirmation on that and she stated she would and that she was sorry to bother me.

On May 21, 2007 I received another phone call from Wells Fargo stating the account was past due. HER WE GO AGAIN. I told the rep that I had just spoken to someone the previous week and that everything was ok. I asked this rep to please look at the payment history. She told me she could go back and look and that I now owed $3000.00. I asked her to explain how this could be. She told me that she did not have to explain and that she wanted to know if I wanted to set up payments on the account to bring it up to date. I told her NO because it was obvious and evident that Wells Fargo had no idea what the hell they were doing and that they were not being honest. She began to get loud and I hung up on her.

I called my husband and told him what happened and what they said we owed. He made a few phone calls and spoke to a manager in the Repo dept. My husband explained to the Manager the whole history of the account. The manager told my husband that he needed a few hours to look into everything and he told him he would get back to him. My husband spoke to the Manager again the next day. The manager stated that it appeared that Wells Fargo was applying the payment incorrectly and that he would have to speak with his supervisor.

On May 24/07 at 6:06 am I heard what appeared to be a garbage truck come don the street. When I went to the window to see, low and behold it was a bright red tow truck. The tow truck backed up into my driveway, hook up the truck and by 6:08 am the tow truck was headed down the street with the vehicle. I was paralyzed. I called my husband and told him what had happened. My husband called the manager who had been looking into the account and asked him for an up date. The manager stated that it was determined that Wells Fargo had been incorrectly processing the payments and that they would straighten it out.

I know my husband and he was more than pissed. He then asked the Manager if it was Wells Fargo who was in the wrong then why in the f*&* did they repossess the vehicle. The Managers response was ' Oh well I don't know let me transfer you to my supervisor'. My husband was transferred to the Supervisor and the supervisor stated that he was familiar with the situation and that it had been determined that again Wells Fargo had been processing the payments incorrectly. My husband also asked him 'then why in the f**& did you all take the vehicle this morning?'. The manager then transferred him to the REDEMPTION DEPT where they stated that he would need to pay 3400.00 in order to get the vehicle.

My husband told them to explain how and why he owes $3400.00. The person said that they did not have to explain and that he should have opened his mail and paid his car note and this would never have happened. So it is our fault that the truck was taken even though they admitted that they processed the payments incorrectly.

Wells Fargo has definitely messed up. They harassed myself and my family with there 7 to 8 times a day phone calls and they refused to provide us with their record keeping when we asked for the payment history. Each rep had a different story. They called from California, Florida and no one seemed to know that there were notes in the records. As of today May 29, 2007 Wells Fargo is still calling and they are unable to provide us with the information that we deserved and requested. They are deceptive in their practices and they are rude and nasty. How do you fight something like this? They have ruined my credit with their incorrect late payment information. The truck is somewhere. They did not leave a card or anything.

I am 1000% sure that we do not owe 3400.00. At this point I have nothing to lose and until they are able to provide me with the payment history, I am refusing to make another payment. This company is horrible and the reason that the lower level customer service reps are so rude and nasty is because the upper manager is just the same.

PS. Just received a letter from WF dated 5/25/07. The letter stated that the truck would go up for public auction on 6/4/07 and that if we wanted an explanation on how they figured out what we owed we would need to call the 800 number of we had to write them and request a written explanation. Wells fargo needs to be audited again as they were in California. Their deceptive practices are unacceptable.

Robin,
Virginia U.S.A.