Complaint Review: Wells Fargo Dealer Services

Back in March of 2013, we purchased a vehicle and financed it with Wells Fargo Dealer Services at 1.9%. I created an online id in order to make payments. I noticed immediately that their online system will not let you cancel scheduled payments (ex. payment due on 04/23/2013, scheduled it online for 04/17/2013, and it will not let you cancel it and reschedule for 04/23/2013); therefore, I notified one of their employees over the phone, because they need to change this. No other company that we do business with fails to allow customers to cancel scheduled payments.

The Wells fargo employee that I discussed this problem with pretty much had a flippant attitude about their online payment system, and I knew I was going to get nowhere with her. So I sent them a letter through our online account letting them know that customers are not able to cancel payments. No response. I sent another letter about a month later. No response. I finally had to file a complaint with the Consumer Financial Protection Bureau, and we are still waiting on a reponse to why they will not allow customers to cancel scheduled payments. Fortunately, we have not had any NSF charges because of scheduling issues; but I would imagine other people have had similar problems, and we could in the future if Wells Fargo fails to allow customers to reschedule payments.

This seems like a really poor policy and incompetent customer service. Customers should be able to cancel scheduled online payments and reschedule them as needed. This could pose a serious problem to a customer if an emergency arises that might deplete funds in a checking account, therefore, making the funds unavailable. This could cause NSF fees and all sorts of headaches.