Consumer complaint received 2023-02-02
Company: VW Credit
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
My husband and I are currently leasing a vehicle from Volkswagen Credit. We moved from Maryland to Florida, with the vehicle, at the end of XXXX XXXXbeginning of XX/XX/XXXX. Volkswagen Credits interstate transfer of the title to this vehicle has been pending since the beginning of XX/XX/XXXX, despite it receiving two letters and a fax from the XXXX XXXX XXXX XXXX XXXX notifying it of the urgency to send the XXXX XXXX XXXX XXXX XXXX a copy of the title for this vehicle. As indicated by both of these letters, and the fax, we are unable to register this vehicle in the State of Florida unless and/or until Volkswagen Credit provides the XXXX XXXX XXXX XXXX XXXX with a copy of the title. 

I have called Volkswagen Credit each day for WEEKS to follow up on the status of when the title will be sent to the XXXX XXXX XXXX XXXX XXXX, as we have already received two temporary tags for the vehicle, and received notice from the XXXX XXXX XXXX XXXX XXXX that no further temporary tags would be issued. Notably, our current temporary tag expires at the end of this week ( Saturday, XX/XX/XXXX ). 

Each time I have called Volkswagen Credit, I am given the run-around and receive further excuses as to why they have failed to provide the title to the vehicle to the XXXX XXXX XXXX Collector 's Office , despite the notices they have received. Most recently, I was informed that they don't have a copy of the title because they are switching title vendors and " one of the title vendors has it but hasn't scanned it in yet. '' Volkswagen Credit could not tell me when they would have access to the title, because they have " literally millions '' of titles, and " Volkswagen Credit has A LOT of other customers who are also in the same situation. '' Volkswagen Credit 's lack of accountability is alarming. Volkswagen Credit 's failure to ensure that it has employed a competent title vendor and/or enough employees to manage the workload for its " millions '' of titles does not negate its responsibility as the creditor to fulfill any legal requirements on its end ( i.e., providing a copy of the title to the XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX to ensure that the vehicle we pay them for EACH AND EVEY MONTH can legally be used. It is alarming that Volkswagen Credit continues to collect monthly payments on vehicles that they know their customers can not use. It is even more alarming that they have such a lack of regard for customers, so as to not consider the daily consequences that this imposes on their customers ( i.e., having to coordinate and pay for alternative transportation to get to and from work/medical appointments/etc., in a remote area with limited public transportation, ON TOP OF having to pay insurance and monthly payments for a vehicle that they can not drive ). 

On XX/XX/XXXX I called the XXXX XXXX XXXX XXXX XXXX XXXX to see if anything could be done that would allow me to receive a third temporary tag, because as it stands, we will be unable to drive this vehicle, which we timely pay Volkswagon credit for each and every month, if the title is not received by the XXXX XXXX Tax Collectors Office by the morning of Friday, XX/XX/XXXX ( as their Office is closed on XXXX, and I would need to take off of work, again, to go down to their Office and get the permanent tag no later than Friday afternoon ). I was informed that the only way we can receive a third temporary tag is if Volkswagen Credit were to fax a letter to the XXXX XXXX XXXX XXXX XXXX, on Volkswagen Credits letterhead, to explain the current situation/reasons for its delay in producing this title, and provide them with an estimated time frame for when it expects to send the XXXX XXXX XXXX XXXX XXXX a copy of the title. 

To help expedite this matter, and because I lack confidence in Volkswagen Credit, I prepared a draft letter for Volkswagen Credit to send to the XXXX XXXX XXXX XXXX XXXX so that we may receive a third temporary tag. I uploaded this draft letter to my Volkswagen Credit account that same day ( XX/XX/XXXX ), and then called Volkswagen Credit right afterwards and spoke to a supervisor ( XXXX ) to make sure they received this draft, as again, this letter would need to be signed on their letterhead and faxed by Volkswagen Credit to the XXXX XXXX XXXX XXXX XXXX directly, at the fax number I had provided, by the morning of Friday, XX/XX/XXXX before my current temporary tag expires. I explained to XXXX that in addition to this draft, I had also uploaded a letter to my Volkswagen Credit account to memorialize Volkswagen Credit 's ongoing failure to provide this title to the XXXX XXXX XXXX XXXX XXXX. 

In response, XXXX stated that Volkswagen Credit would likely need " XXXX business days '' just to send the XXXX XXXX XXXX XXXX XXXX XXXX XXXX to explain why they haven't produced the title to the vehicle, should they decide to send one at all. This is despite the fact that they received the draft that I had prepared for them, and further acknowledged that they have " no way of knowing '' when they will have access to the title for the vehicle, let alone when they will actually get around to sending it to the XXXX XXXX XXXX XXXX XXXX. Although XXXX did say he would try to help " expedite '' the sending of such a letter, assuming Volkswagen Credit decides to send one at all, Volkswagen Credit continues to demonstrate by its actions that anything " expedited '' is done so in name only. 

At this point, we have received no confirmation from Volkswagen Credit that they will timely produce either a letter ( as described above ), or the title to the vehicle, to the XXXX XXXX XXXX XXXX XXXX before our vehicle 's temporary tag expires on Saturday, XX/XX/XXXX. 

Therefore, given Volkswagen Credit 's failure as the creditor to ensure that the vehicle we are leasing from them can be legally driven, as of Sunday, XX/XX/XXXX we will be forced to incur : - $ XXXX vehicle payment to Volkswagen Credit for a car that can not be legally driven. 
- $ XXXX car insurance that we are required to maintain for a car that can not be legally driven. 
- $ XXXX ( approx. ) for alternative transportation via rideshare apps, since public transportation is limited in our area. Getting to work alone will be around $ XXXX, considering it is approximately {$25.00} each way ( more during rush hour ), and the commute must be made 4 times every week ).

Company response to consumer: Closed with non-monetary relief