Consumer complaint received 2020-08-10
Company: VW Credit
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem extending the lease

Complaint:
Hello. 
I hope this email finds you well. I am writing this complaint after daily attempts to reach Customer Service by phone, by email and through the dealership,. 
I want to request an extension to my lease vehicle due to the COVID emergency. My lease is up next XX/XX/2020. 
All written requests have been through their website. I have also spoken directly with the dealership and they allege that they can not help but would GLADLY lease or sell another vehicle. I am unemployed and can not lease or purchase another vehicle. I believe they do not offer options to communicate because they want to " tie '' you with another vehicle and/or add additional fees. 
I JUST NEED TO EXTEND MY LEASE. PLEASE HELP! 

I have a copy of the responses that have been sent back : Welcome : XXXX XXXX XXXX XXXX Vehicle:XXXX XXXX XXXX XXXX XXXX VIN:XXXX Account Number:XXXX Account Type : Lease Total Amount Due : {$0.00} Due Date : Submit Conversation : Inquiry on XX/XX/2020 XXXX XXXX CST : I have called these numbers NONE work! XXXX. XXXX Monday Friday, XXXX XXXX. to XXXX XXXX. Eastern Time.  XXXX. XXXX Monday Friday, XXXX XXXX  to XXXX XXXX Eastern Time. 
Response on XX/XX/2020 XXXX XXXX CST : Thank you for contacting Volkswagen Credit. We sincerely apologize for the delay and appreciate your patience. 

We understand that you are requesting additional information on a Lease Extension. Due to the nature of your question we are unable to assist you through the message center. Please contact our Customer Experience department at XXXX Monday Friday, XXXX XXXX to XXXX XXXX Eastern Time. 

Sincerely, Volkswagen Credit Customer Experience Department Inquiry on XX/XX/2020 XXXX XXXX  CST : Dear Customer Representative, I have been contacting through the above number in numerous times and day since this response. I am very disappointed that there is no alternatives given like the recording says ; due to the COVID-19 our representatives are busy please call at another time ... VW should offer an online option for this. Like I said before, I do NOT or can afford ANY additional charge for this lease, especially if it is out of my control. Looking forward to your quick response, XXXX XXXX Response on XX/XX/2020 XXXX XXXX CST : Thank you for contacting Volkswagen Credit. We sincerely apologize for the delay and appreciate your patience. 

Lease Extensions can be approved on a case by case basis for up to 6 months. Please call our Customer Experience team at the number below by your Maturity Date. A representative can review your account for approval and provide specific details about the lease extension process. Please note the following regarding Lease Extensions : Your monthly payment amount and due date will not change.

A prorated amount of miles will be added to your total allowed mileage for each month you choose to extend.

Your Residual Value will reduce for each month you choose to extend.

Lease Extensions are cancelable. To cancel future Lease Extensions, you must contact a Customer Experience Representative prior to that month 's payment coming due. 

There is no prorated refund for any portion of an extended month left unused. 

If your account is enrolled in Automatic Payments, the feature will remain active on the account.

Please note that any optional insurance, products and/or services ( such as Tire & Wheel protection, Key protection, etc. ) you purchased with your Motor Vehicle Lease Agreement may expire according to the terms in their agreements. Please review your product/service 's contract or consult with your plan provider for details regarding your coverage options. 

If we can be of assistance in the future, please dont hesitate to contact us again through your online account or call us directly at XXXX Monday Friday, XXXX XXXX to XXXX XXXX Eastern Time. 

Sincerely, Volkswagen Credit Customer Experience Department Original Inquiry on XX/XX/2020 XXXX XXXX CST : Hello Ive tried several times to request more info regarding an extension to lease. Please reply. Thank you

Company response to consumer: Closed with non-monetary relief