We have become victims of Wells Fargo. To say that is company is horrible would be an understatement but the worst happened to us, they came and took our truck. After sending us $789.42 in "refunds". Why would you send someone a refund if they "owed" you money? Plus they sent our last payment back to us. These people are nuts. Here is our timeline;
Order of Events
July
July 7Th J.R. And Mary Lee Norman purchase truck. Proof of insurance is presented at time of sale, Progressive.
July 10Th; Insurance is canceled through Progressive and add onto Travelers.
August
The end of August a letter is sent, to Marylee, regarding Insurance Policy not received. Marylee forwards the letter onto J.R. And Channa. Channa mails a copy of the insurance policy to address shown on the letter.
Both J.R. And Marylee call to have address changed to J. Rs
Payment is made; 8/26 Payment is received; 9/6/06
September
J.R. Calls Wells Fargo to address and payment due date changed
Payment is made; 9/26/200 Payment is received; 10/2
October
J.R. Calls Wells Fargo to have due date changed
Payment is made; 10/26 Payment is received; 11/2
November
J.R. Calls Wells Fargo to have due date changed
Payment is made; 11/22 Payment is received 11/27
December
Marylee calls to have payment due date changed to the 30Th of every month. It is successfully changed and she is told that the next car payment is due January 30Th.
No Payment made due to Due Date Change
January
Payment is made; 1/19 Payment is received; 1/22
A policy of insurance was received from Southern County Mutual Insurance Company from Wells Fargo. We called Wells Fargo and spoke with Customer Service Representative; Norma. We told her that we had previously sent our insurance and were asked to fax a copy of the policy to her, 480-337-2980, and Balboa, 866-595-1503, and that once the policy was received our account would be corrected. This phone call was made on a Sunday; we faxed the policy that evening.
A call was placed to Balboa, 1800-582-8070,2 days later to make sure the policy was received and corrected our account. We were told by a Balboa representative that there was no record of our policy but that it could take up to 15 days for the policy to be reviewed. We also learned from Norma that the account names and social security numbers possibly did not match.
Channa and Marylee talk with Wells Fargo Representatives several times
February
Early February, a phone call was made to Balboa asking if our policy had been reviewed and accepted. We were told our policy was never received. So we were asked to send again. Policy faxed again Feb. 12 2007. A phone call was made to Balboa, a few days later asking if the policy had been received, we were told yes but it was in review. We were told a credit would be issued to the account. Before payment was due we called to check on the status of the credit and we were told that no credit had been placed. We decided not to make the payment until the credit was issued because we learned that our previous payment had gone to insurance and not towards the principle payment at all.
Channa and Marylee talk with Wells Fargo Reps at least once to twice a week.
March
Around the first of March, A call is made to Wells Fargo regarding insurance, Channa spoke with a Cust. Rep.By the name of John at ext. 24253, she was told that Balboa had issued a credit in December for $239.00 towards insurance and that there was a credit being processed from Balboa for the amount of $1400.00. When she asked how long it would take for the credit to be placed on the account she was first told every Tuesday the accounts are updated and when she called back on Wednesday she was told that they did not know when the credit would be placed on the account but it could take 2-4 weeks. She was told to contact Balboa about the date it would present to the account. When she did she was told the policy was never received by Balboa, she then called WF and spoke with a Cust. Rep that gave her the name and fax number of a Balboa Representative, Carolyn 412-269-6611. The insurance policy is faxed, 3/15 and 3/17. Around the 25Th a call was made to WF Cust. Rep John by Channa regarding the credit issued, she was told at that time the credit still had not been issued. Because of continuing issues, no March payments were made.
April
Customer Service Reps for Wells Fargo call Channa and Marylee regarding the account, Marylee finds out she is listed as the primary on the account and that J.R. Is listed as the co-signer. On Friday April 13Th Marylee is contacted by Wells Fargo Pre-Charge off Cust. Rep Jane, 866-257-2483 ext. 60663. Marylee calls Channa and gives her the number for Jane and ask her to call regarding the issue. I calls right away and spoke with Jane for 2 hours regarding the account. Jane ask that Channa call Balboa Monday and find out the exact dates of when they issued the credit and to call her back Tuesday and let her know so that she could take the information to her supervisor and have the credit processed through. I call Balboa Monday and is told that a $1400 was issued March 16Th but not by them. I then call Jane Tuesday and Jane does not seem to remember the phone conversation from Friday, but I let her know what Balboa has told me and ask if she is going to take this information to her supervisor and I am told no, that it usually takes a month for the credit to be processed and applied and when I told her it had been a month, I was told it could take another month and to just sit on it for a few more weeks and then we would go back and see if anything had changed on the account. When I asked her about reposing was told this is an insurance issue and that would not happen. Friday March 20Th and Saturday March 21st a letter is received regarding reposing called WF Friday regarding the letter, try to reach Jane but she is unavailable, so I speak with rep Matt, 866-257-2483 ext. 60178 or DL801-246-0178, he informs me that we are almost 90 days behind and that the truck will be reposed. I ask him were he was getting the number of days from and he tells me that no payment was made in December so the payment made in January was credit for December. I explain to him that we had changed the date and made the payment as told, I gave him the information off the January account statement and he asked me to please fax that information to him. I also explained to him what was going on with the account and he said once that information was faxed; he would correct it and take the credit issue to his supervisor to be applied. He ask that I fax him the information Saturday and gave me the number to his supervisor, Emily Birmingham ext. 60358, and was told to contact her if I could not get ahold of him. Saturday I was unable to fax the letter, so I called Matt and was able to reach him, I then called Emily and she said she would let Matt know that the statement would be faxed Monday so to expect it Tuesday when he came into work. On Monday, April 23rd, a fax was sent to Matt that held all the requested information he said would help our case. His supervisor was contacted and we asked that we be contacted as their earliest convenience to find out if the fax was received or needed to be resent. Nothing was heard from Matt by Thursday so we called and he was not available, so we called Emily and got her voice mail, J.R. Left a message letting her know we were calling about the status of the fax sent and the account, for her or Matt to please contact us as soon as possible. Friday by 4:00pm we had heard from neither Matt nor Emily so J.R. Called and spoke with Matt regarding the account. When asked about receiving the fax Matt said he did not and that it was probably thrown away since he was not at work on Monday. He said that only a significant payment would reduce the delinquency on the account, and that amount was 774.71, that a normal payment would not be enough. When I told him all we could send was the 389.42, our normal payment, he said that the repossession would not stop. But he did ask that we re-fax the information, because once the January account statement was received he could change the past due days from 90 to 60 and that he would remove us from the system so the collection calls would stop at least until Monday, to allow time to try and get things corrected on the account. Saturday the 28Th, Matt was contacted again and he said that the fax we resent was received and that he would have to go over the information with his supervisor, but it may not change anything regarding delinquency. But that he would try to get the repossession to be placed on hold due to the information we provided, and try to get his supervisor to apply the issued credit to the account.
He again told me that any payment we sent would not stop anything from going through. At the end of our conversation, I asked to have Rory Dukes placed on the account, and when he asked his relation and I said lawyer, his tone changed. His comment was since you have taken aggressive measures, the management will no doubt repo the car. Prepare yourself for this. And while he acknowledged that there was a significant credit due on the account, and that he had guaranteed that the credit would be applied no later then 2 weeks, he then said that WF would not admit any wrong doing or fault and management would no longer be willing to work to help us with the account issues. And then on
no one would be aloud to speak with us.
Mary Lee called us at 10:00 and told us she had received 3 calls from Wells Fargo since 8:00A.M. And we received at least 2.
May
The fight continued. They called several times threatening to come take the truck but never did.
We got ahold of someone who work at one of the WF Financial centers and he submitted our account to the Escalations Department, an investigative department within WF. The calls stopped.
June
We made our regular schedule payment on time and in full
July
We made our regular schedule payment on time and in full
August
We received a check in the amount of $400 for "overpayment" and a letter from the Escalations Department saying that our account was mishandled and the past due balance would be corrected.
September
We make our regular schedule payment on time and in full
We receive a call from a WF Cust. Service Rep saying that she was calling about the past due on our truck. I told her about the check and letter, which she knew nothing about, and she said to me and I quote "please update me on your account, when it was forward to my department they did not send all the information with it, there are alot of blanks." What kind of major company does not keep all of the information on someones account. No account should have blanks. I call her back several times and leave messages but I never hear from her again.
October
We make our regular schedule payment; It is sent from our bank on 10/31 and received by WF at 12:00pm on 10/31, verified by our bank.
November
11/01 they come and reposes the truck from his work.
11/02 we finally get ahold of someone from WF they say they can not verify why the truck was reposed because it looks like our account was up to date. But because they already took the truck, they can not give it back.
11/03 we receive a check in the amount of $389.42 for "refund" dated October 2
1 week later we receive a credit to our bank account in the amount of $389.42 from WF for a closed account.
We have been trying to find a lawyer to take on our case, it is not easy. Either they are way to expensive (we live on a teachers salary) or they just do not respond back.
I have over 100 pages of notes and documation from the beginning of this ordeal. I know we did not do anything wrong but its really hard to believe that when this is happening to you.
James
Richardson, Texas
U.S.A.
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