Wells Fargo Auto Loans

I called the branch and no longer is there and Allysa ** covering for me would follow up with me in another week. The teller at the branch said they are two separate entities and they don’t have anything to do with their own affiliate. These people are crooks and should be shut down. They already have been associated with fraudulent opening fake accounts for their own benefit. I will take this to the highest level to make them pay for stealing money from their own customers! Do not use this bank for anything! Avoid at all cost!!!

So she patched me through to Josiah who informed me that I would have to wait 7 days to make sure my funds cleared or I could email a copy of my bank statement showing it has cleared. Ann had already told me my account was paid and satisfied in full and closed early If I may add! I requested to speak with a supervisor and Josiah put me on hold. No one ever came on the line so after 20 min I hung up. This is not good customer service. All I need is a lien release so my daughter can put her vehicle in her name. We have the title and we have signed it over our daughter. This will is the last loan we will use Wells Fargo Dealer Service for! They refuse to release lien for 7-10 days even though the account has been paid in full.

This is my first auto loan with Wells Fargo. I did my first month's payment online in March of 2018 and paid a little more, thinking the extra would automatically be applied towards principal. My very first car I bought in 2012 was with a different loan company, and any extras I made on the payment online went directly to principal. So of course, I thought the same for Wells Fargo. WRONG!

After my payment posted, I notice that there was a payment variance. I had no idea what a payment variance was, so I called customer service. The agent had no idea either, so she put me on hold and consulted with her supervisor. She got back to me and explained that it was because I paid more on my monthly. That's why there's a payment variance. OK, so I paid the next month's bill, and that payment variance is still sitting in the account, so I called customer service again. This time I got a different response from a different agent. She explained that the payment variance does not get applied to the principal, and it pretty much just sits there until I put in a customer request to apply it to the principal.

Early on from there, I figured it would be too inconvenient to have to call an agent each time I wanted to make a one time monthly payment online and apply the extra towards principal, so I opted for ALP. I did the autopay until it no longer fit my situation; I went back to doing the one time payment online and call an agent each time to apply the extra payment toward principal only.

Now the real issue. Once I canceled the ALP, and started with the one time payment again, I trusted that the agents had entered my request correctly each time I called. I was very clear and concise about my request. To my surprise when logging in to check my payment history months later, many of the requests were processed as the regular monthly payment. The agent did not put in the request to apply the extra to principal, or the request entered by the agent was not clear so it got rejected by the receiving department. Due to the negligence, my payment variance got bigger and bigger, pushing out my due date further as advanced payment, interest accrued while I thought my principal balance was lowering. WRONG!

I caught on to this in the middle of 2019. I was very upset so I called customer service and spoke to many agents; each one telling me different things! Some not very competent, some great but it doesn't change the fact that I had to pay the daily interest on months that pushed out my due date. Getting transferred to an escalation team is of no use because I was put on hold for a VERY LONG time, so I had to hang up. No one responds to the emails either. I've sent multiple emails each time, but no response until I wrote a review online and Diane **, Exec Office Case Specialist finally reached out to me in 11/2019.

Since that conversation, I stopped making a one time payment with extra to go towards principal. It sort of forced me to just make my regular payment even if I really wanted to put extra towards principal. I didn't want to come across incompetent agents who can't process my request correctly. However, after two regular payments online and not being able to have that option to request extra towards principal without having to call an agent, I've decided to give it another try this year, and called an agent to make a payment.

On 1/24/20, I called customer service and was very clear to the lady that I wanted to apply a specific amount towards principal only. She asks if I had access to a computer and I said I'm on the payment page. She told me to go ahead and submit in the amount as a one time payment and she'll put the request in as principal only payment. Due to my bad experiences in the past, I was very concise with her and was assured the amount will all go towards principal.

Next day, 1/25/20, I logged in and payment had posted. It was processed as a regular payment, with a good amount as payment variance pushing my due date out as advanced payment! Not what I had requested! I had to call another agent (Monica) this morning to see what's going on and explained what I've been having to deal with. She checked and the previous agent never put in the request! This is what I have been dealing with! Monica said she will put in the request and it should be processed in 3-5 business days. These are the same answers I've been dealing with for the last year and having to make inconvenient repetitive phone calls.

Wells Fargo does not acknowledge that it's their fault or even investigate into it. When I was going through this consistently last year, I even emailed them and ask them to listen to their recordings because my requests are clear and concise. I wouldn't have to pay the unnecessary interest had their agents do their job correctly, or had they investigate into my requests and made adjustments accordingly to the original request date.

Thought I give them a second chance at this type of service this year to make things right, but it will never change. I'm going through the same headache with it! I guess I'm not the only person going through this because I just read other very similar reviews! Looks like Wells Fargo Auto will be moving to Wellsfargo.com soon. Hopefully there will be better options for making one time online payment that includes optional principal payment, and not just through ALP. Customers wouldn't have to deal with incompetent agents to put in their request that doesn't get processed anyway.

And if Wellsfargo decides not to have such option, at least have some sort of chat agent online so that there will at least be a transcript confirming the request. Customers receive no confirmation to over the phone requests entered by the agents, whether or not their requests are being processed or not! Do a better job Wells Fargo!