Consumer complaint received 2022-06-10
Company: VW Credit
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
Good day, My name is XXXX XXXX. I bought an XXXX XXXX XXXX  XXXX XXXX from XXXX of XXXX, XXXX XXXX XXXX, XXXX, FL. XXXX. On XXXX, XX/XX/XXXX. I bought it from XXXX XXXX, XXXX # XXXX, Customer # XXXX for {$36000.00}. I sat with the finance manager and my contract signing was recorded via webcam and my contract was electronic via tablet. The finance manager offered me Optional GAP and XXXX XXXX. I denied the GAP and agreed to the XXXX Pure protection SVC for {$2900.00}. The finance manager explained to me that I should at least get that because the car has lots of electronics that my regular insurance wouldn't cover. 

On XXXX XX/XX/XXXX, I got cut off and my car was totaled. I looked through my contract to see what the XXXX XXXX covered and discovered that the optional GAP coverage I denied was in fact in my contract. I went to the dealership to see XXXX XXXX and asked about GAP. He went to get the finance manager that helped me with my contract. They both came back and told me I had no GAP. I went home and inspected my contract further and found that I was charged {$990.00} for GAP, an {$890.00} pre-delivery service fee, ( the car was sitting on the lot already ), {$1700.00} sales tax, {$210.00} service contract fee ( charging me to service their own contract ) among other things. I advised them that I am a XXXX XXXX XXXX  and total XXXX veteran which gives me tax breaks and waives fees for registrations etc. none was applied. In total, the cash price was {$44000.00}. They paid my prior loan of {$14000.00} for the trade of a XXXX XXXX XXXX to XXXX XXXX, my contract says a trade-off balance of {$25000.00}? 
I found the XXXX pure protection GAP phone number and called about a claim on XXXX, XX/XX/XXXX, and I got an email with a form attached XXXX Financial Cancellation Form. I did nothing with that. The claim was initiated until XXXX XX/XX/XXXX. 
Gap claim # XXXX VIN # XXXX. 
My insurance company wasn't able to finalize the payment to VW ( XXXX 's lender ) until XXXX XX/XX/XXXX because VW was negotiating with XXXX behind my back about the settlement amount after me and XXXX ( which is MY insurance ) had already come to an agreement where they paid half the value and I fix the car. XXXX wanted XXXX to pay the full value so the GAP wouldn't have to pay the larger amount to satisfy the contract. VW has been dragging their feet paying THEMSELVES. I have brought this to the attention of VW, the GAP coverage, and now the dealership which are all under one entity or has affiliations that are a conflict with MY best interest. 
~ XXXX XX/XX/XXXX, I went to XXXX after much back and forth with the GAP as now they asking me for accident reports and documents I already uploaded to the system, the insurance company has sent them and documents they have in-house, and spoke to XXXX. 
XXXX and the finance manager no longer work there. I was told I would get a callback. I explained to them that they have been reporting negatively on my credit report for 8 months a totaled car and have dragged the process. now my credit score went from XXXX to XXXX. I have no car, and can not get a new one or fix this one until they pay THEMSELVES. I called back this week as they are giving me the runaround. I spoke to XXXX this week and she was to call me back 2 days ago to no avail. Today XXXX is texting me to come in and check out their great new deals. 
My understanding is that putting that GAP in my contract was illegal which makes that original contract null and void. Telling me I had none when I asked instead of helping me afterward confirms a lack of integrity and dishonesty. I asked them to pay the loan and provide me with something to drive in the meantime while they fix this. Now I would like to pursue compensation and damages and the original contract voided, the Loan removed from my credit with no more negative effects, the payments I made returned, and a refund of my XXXX XXXX {$2900.00}. 
I am very sick over this situation, it is causing me great mental, emotional and physical hardship. I have XXXX children from ages XXXX to XXXX. My college-bound son has to wait for me to figure this out so I can take him to XXXX, this is just 1 example of how this is filtering over to my household which is a no for me. I really need help with this situation as they are playing games with me. 
Very Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation