Documenting Complaint / Call

Please select the Complaint Reason Category.

•     Repossession/Property Damage

•     Collection practices - excessive attempts/call timing/process/late notices

•     Cease & Desist

•     Charge-Off

•     Bankruptcy

•     Debt Validation

•     Deferment request on past due accounts

• Collections/Default

• Payments/Processing/Money Movement

• Collections

• Payments/Money Movement

Please type the Complaint Reason Category.

•     Product Feature/Characteristic

•     Vehicle Mechanical Issues

•     Unwanted Account Opening

•     Promotions/sales literature/ communication with the public

NOTE: Dealership complaints should be selected as a 3^rd Party Service provider in ECMP.

Please select the Complaint Reason Category.

•     Account number (does not have)

•     Force Placed Insurance (CPI)

•     Collateral documents (title release, lien release & PIF letter)

•     Deferment request on current accounts

•     Due date change

•     Account Titling – Maintenance (name changes, change state of residency)

•     Other including Remediation Check Reissue Requests

• Account Documents or Statements

• Accounting Maintenance

• Account Maintenance

• Account Opening or Origination

Please type the Complaint Reason Category.

•     Product/Rate/Term/Terms and Conditions

•     Incorrect information provided by dealership when account was opened  (Includes aftermarket products)

•     Account Titling- Opening- origination title

•     Incomplete or incorrect opening

•     Unauthorized Account Opening/Service Enrollment/Transfer

NOTE: Dealership complaints should be selected (3^rd Party Service provider in ECMP).

Please select the correct answer.

What are the Not Acceptable Tips in documenting a call? Please choose three correct answers.

• Notate personal comments about a caller or another employee.

• Document profanity, personal banking or credit card information, answers to security questions  or Social Security number (SSN).

• Any follow-up to be completed by Wells Fargo.

• Ask for or document specifics of a medical issue.

Please type the Complaint Reason Category.

•     Payoff quotes

•     Processing time related to payoff activities

•     DECEASED Customers

NOTE: Does NOT include collateral documents (title release, PIF letter, lien release).

Please select the Complaint Reason Category.

•     Credit inquiries

•     Credit report (accuracy/completeness)

•     Requests for courtesy corrections

• Credit Report

• Credit Reporting

• Collections/Default

• Marketing and Sales Practices

Please type the Complaint Reason Category.

•     Posting Payments (Missing/Misapplied)

•     ALP (payment drafting)

•     Electronic Payments/Debit Cards

•     How payments are applied(principal only, paid ahead, variance)

•     Overpayment Refunds

•     Returned Payments (NSF)

•     Insurance – Vehicle Total Loss Claims

Note: Does NOT include late fee; Does NOT include remediation checks.

Please select the Complaint Reason Category.

•     Interest charged (APR/interest rate)

•     Late fees

•     NSF fees

•     Repossession fees

• Fish and Pricing

• Collections/Default

• Fees

• Pricing

Please type the Complaint Reason Category.

•     Document requests (statements, welcome packet)

•     Communication (letter & email) 

•     Disputes over statement contents

•     Tax documentation

NOTE: Does NOT include collateral documents (title release, PIF letter, lien release).