Consumer complaint received 2020-03-24
Company: VW Credit
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
1. Car was impounded by XXXX department of finance XXXX for owed parking tickets. 
2. VW Credit repossessed my car from XXXX Department of Finance despite me making arrangements with XXXX Department of finance and communicating this to VW Credit. 
3. VW Credit repossessed my car from the car lot on XXXX, on the same day, VW Credit contacted me on the same day stating that they repossessed the car and paid all the fees owed to the Department of Finance, and stated, if I wanted my car back, I would have to pay a total of XXXX by XX/XX/2020. Upon paying the car would be released to me. 
4. On XX/XX/2020, I made two payments, one for {$2000.00} and another for {$710.00}. I contacted VW Credit instructing them payment was made. 
5. VW Credit then informed me that I needed to fax insurance for the car and following this, the car would be released.

6. Car insurance for the car was faxed on multiple dates with the fax number provided by VW Credit. VW Credit stated that they never received the fax. Finally on XX/XX/XXXX, the insurnace was uploaded into my account 7. VW Credit finally verified the insurance and provided me with a phone number to contact the lot on XXXX. However the number provided was not accurate 8.  On XXXX, I contacted VW Credit to request a new number however, they were closed. I then called back on XXXX and was provided with a new number. 
9. I contacted the new number where my car was being held, however, was told that the parking tickets were still owed on the car despite being told by VW Credit that they paid everything on XXXX. They also informed me that they took the license plates off my car and I would need to get new license plates. 
10. I contacted VW Credit back again on XXXX and was told that VW Credit did pay the parking fees and I would need to contact the department of finance back again to clarify the situation. 
11. Unfortunately due to COVID-19, All DMV offices are closed until further notice and there is no way for me to get new license plates, additionally VW Credit did not inform me of any of this prior. 

In addition to this and simultaneously, I have been contacting VW Credit for the past 2-3 weeks requesting a pay off quote, I am at the end of my loan. My last payment is supposed to be {$390.00} ( XX/XX/2020 ) however at the end of my loan, I am now told I owe almost XXXX in additional interest fees, in addition to the interest already being paid on the account over the past 7 years. I asked for a supervisor to contact me back regarding this as I have been wanting to pay off my vehicle and was not given a call back. No representative at VW Credit was able to break down where the interest rate came from, when it was assessed, calculation etc. When asked for a written statement breaking this down, I was told by VW Credit, they are unable to provide this. 

I am a few weeks away from paying my car off, I have paid almost {$30000.00} in payments to this loan company and want my car paid off. At this point, I have not been able to drive my car since XXXX, despite, this I have continued to pay my car payments and insurance. My car can not be driven now due to the COVID-19 and due to all DMV locations being closed. 

My account continue to accrue fees daily, VW Credit supervisor has not contacted me back after three weeks, I am unable to drive my  car, in the midst of a world pandemic. At this point, I am demanding all additional interest fees on my account to be removed immediately.

Company response to consumer: Closed with monetary relief