Consumer complaint received 2022-03-07
Company: VW Credit
State: GA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
My XXXX XXXX XXXX ( acct XXXX ) was deemed a total loss by my car insurance company, XXXX XXXX, as of XX/XX/XXXX ( claim # XXXX ). XXXX XXXX contacted the Total Loss Department of VW Credit for a total loss quote. The quote provided to XXXX XXXX was {$22000.00} and the first check was mailed on XX/XX/XXXX. The claims process is supposed to involve communication between XXXX XXXX and VW Credit exclusively ; I am not supposed to be involved and payment should have been received within XXXX business days, per XXXX XXXX XXXX communication to me. However, I continued to receive collection calls from VW Credit days later. I contacted VW Credit on XX/XX/XXXX and they stated they had not received payment. I provided them the mailing address on my statement from XXXX XXXX and they said it was the wrong address. I contacted XXXX XXXX the same day ( XX/XX/XXXX ) and they stated they sent the check to the address provided to them by Total Loss. I tried to provide XXXX XXXX  with the correct address I obtained through my phone call with VW Credit, but their process is to contact VW Credit themselves to obtain the address. XXXX XXXX reissued payment on XX/XX/XXXX and 1 week later, VW Credit still claimed they had not received payment. They claimed again that the mailing address was incorrect. This was brought to XXXX XXXXXXXX XXXX attention and a XXXX payment was sent on XX/XX/XXXX after I escalated the complaint via the XXXX XXXX XXXX. Their statement to me was that this third payment was sent to VW Credit, at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, IL XXXX and should have been received within XXXX business days. More than a week later, VW Credit was still stating they had not received payment and that the address was incorrect. XXXX XXXX continues to claim they are only using addresses provided by VW Credit. The most recent attempt to resolve the total loss quote was sent by XXXX XXXX on XX/XX/XXXX to XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, IL XXXX which is the address provided in the Letter of Guarantee. This is supposed to be the address of Overnight Payments, which implies payments are pulled from this lockbox immediately to resolve accounts. As of XX/XX/XXXX, VW Credit still has not applied payment to my account. I had to pay my car note in XXXX and XXXX of XXXX, and my XXXX payment is still showing due. I have never heard of a case where a car determined as a total loss still has car notes due a full 3 months after the accident, even though the insurance company has agreed to settle the debt. This issue seems to be the result of a complete breakdown of communication between XXXX XXXX and VW Credit. At least one party is providing miscommunication, but I am taking on the financial liability. This seems completely inappropriate. VW Credit repeatedly refuses to offer any relief to me, stating they consider me as owner until the total loss payment is received, but this car has not been in my possession since XX/XX/XXXX and this circumstance is contributing to my emotional trauma, plus making it difficult for me to replace my vehicle. I do not know what other options I have to further escalate this gross mishandling of my insurance claim and financial obligation to VW Credit. Given the process closes me completely out, it seems VW Credit should be addressing XXXX XXXX directly about the missing payment and, at minimum, my account should be placed on some kind of hold as far as carnotes due while the issue is resolved. I am at risk of having a negative report on my credit report if I don't continue to pay the car note, which is grossly inappropriate 3 months after a total loss. I am requesting another entity insert their influence to get XXXX XXXX and VW Credit to resolve this debt expeditiously without any further financial responsibility placed on me.

Company response to consumer: Closed with explanation