Wells Fargo Acceptance
Overpaid Car Payment Refund Promised but Never Received

My problems started in July of this year. We have an auto loan with Wells Fargo on the west coast and Wells Fargo Acceptance in PA. In July my wife inadvertently sent one of our car payments to Wells Fargo Acceptance. After realizing what she had done we contacted customer service and was told that in order to receive a refund, we had to produce a copy of a canceled check via fax. Because the account rep gave her an incorrect fax number, it took her over 2 hours to get a copy of the check and successfully transmit the fax. Most of this time was spent waiting while on hold with their customer service department. Our reason for requesting the refund was that we had overpaid by almost 3 months.

After a week passed and I had no response from Wells Fargo Acceptance, I called and was told that they never received the fax. I sent the fax again and followed up immediately the 2nd time. This time I was promised a refund check within a week. The result was that I never got the check. I called the customer service rep several times but was always either put on hold for 30 minutes at a time or promised a return call that never came.

Three months have passed and now a partial payment is due. They call every day wanting to know when they will receive payment. I've asked for a letter stating what the payment is as I want to make sure they applied my overpayment correctly. They refuse and continue to call even after I promised a payment with 2 weeks. Terrible customer service and I really get no indication that they even care. Prior to this fiasco, I'd never been late on a payment.

Company: Wells Fargo Acceptance
Country: USA
State: Pennsylvania
City: Chester
Address: 2501 Seaport Dr. Suite BH-300

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