Wells Fargo Auto
Lost online payment

Wells Fargo has / lost / a $1300 payment that I made on their website. Until yesterday it was in pending status, then today it has disappeared. The payment did clear my bank and the funds withdrawn but Wells Fargo just ate it. I called to find out what happened and I was told I would have to submit proof of the payment, such as a reference number, and proof that the funds cleared my bank. The agent on the phone was very adamant that the email confirmation I received for the payment contained a reference number ("There is ALWAYS a reference number in the emails") but there is absolutely NOT a reference number. I faxed in as much information as I could gather to prove that I had the funds available, made the payment, and that the funds cleared my account. I was told that I wouldn't be contacted, I'll have to call back "in a few days".

Not once was an apology offered, no explanation, and absolutely no assistance beyond "fax proof that you paid it and call back in a few days". The Payment Investigation department doesn't speak with customers and the only contact they apparently have with customer service is through notes left on my account so all of the information I'm receiving is at least second hand. I work in a department that doesn't directly speak with customers either so I understand it, but front line agents have a way to get in touch with me directly if need be. I find this incredibly shady.

How does a company LOSE a payment that was submitted through their website as a bank to bank transfer, then tell me there's no proof that the payment was made when I stared at it in pending status for four days? The second payment I made that same day cleared just fine within 36 hours. This is the final payment on my auto loan — a loan that in itself was a complete ripoff. 19% interest rate with no option to refinance, but it was my only choice and I needed a car. I've already paid over $12,000 to Wells Fargo for a car purchased for $8300 because of their insane finance charges, and they can't even be bothered to give me an apology for losing my final payment. It's only been 13 months since I bought my car, I should add. 13 months to pay off a 60 month loan and I've already paid $4000 more than I should have! The company overall is truly disgusting but this is just the straw that breaks the camel's back.

Company: Wells Fargo Auto
Country: USA
State: Iowa
City: Des Moines
Address: 800 Walnut
Phone: 3014463800
Site: wellsfargo.com

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