Consumer complaint received 2021-02-01
Company: VW Credit
State: CO
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
1. What is this complaint about? 
XX/XX/XXXX Traded XXXX XXXX XXXX which was leased from XXXX XXXX XXXX XXXX , Co for a new lease on a Jeep from XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Colorado and XXXX is requesting I pay an additional amount of {$4000.00} because the payoff information I provided was not correct even though the payoff information I provided came directly from XXXX XXXX XXXX. 
2. What type of problem are you having? 
XX/XX/XXXX XXXX is requesting additional payment of {$4000.00} for Jeep lease two months after lease deal completed. 
3. What happened? 
XX/XX/XXXX In process of making new lease deal, contacted VW Credit for payoff information. VW Credit phone message stated they could not provide quote due to Colorado rules and regulations that I must contact my originating dealership for payoff information. I contacted XXXX XXXX, XXXX XXXX XXXX XXXX, and was quoted the payoff from the Finance Department that the payoff amount was {$19000.00}. I put this amount onto the new lease paperwork at XXXX and closed the deal leaving the XXXX XXXX leased vehicle with the XXXX dealership. 
XX/XX/XXXX Received call from XXXX XXXX XXXX XXXX XXXX from XXXX stating the dealership is attempting to make payment to VW Credit and that the amount for the payoff I provided was {$4000.00} short. 

He said that I needed to come up with the difference either by a single payment or redoing the finance and build it into my note. I told XXXX, neither option was acceptable and offered to return XXXX and take the traded XXXX XXXX back to XXXX. XXXX states this is not an option because they have already sold the XXXX XXXX. 

I explained the payoff information provided from XXXX was correct and that he needed to contact VW Credit again. I went online and verified the payoff information obtained on XX/XX/XXXX from XXXX XXXX was correct and the website still showed the payoff was {$19000.00}. 

On XX/XX/XXXX I contacted VW Credit and was able to speak to someone regarding the issue. I spoke with XXXX, ( Employee # XXXX ) and he explained that the payoff information provided was correct if I were to purchase the vehicle but if traded to a third party, the payoff is not the same amount. I discussed with XXXX that this information was not provided anywhere on my VW lease paperwork and that XXXX XXXX did not provide that information when I obtained the payoff or when I called them back several times attempting to figure out where the difference was coming from. 

I began email communications with XXXX XXXX, XXXX, as well as XXXX XXXX, XXXX, the Finance Manager at XXXX attempting to resolve the payoff issue. 

XXXX, XXXX XXXX XXXX have ceased communication with me as you will see in my email chains. I will include attachments showing email chains which have occurred from XX/XX/XXXX going forward. 

4. What company is this complaint about? 
VW Credit XXXX XXXX XXXX XXXX , XXXX XXXX XXXX of XXXX, Co. 

5. Who are the people involved? 
XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX at XXXX XXXX, ( Employee # XXXX ) at VW Credit XXXX XXXX at XXXX XXXX XXXX. XXXX XXXX should not be sold if they did not have a clear title. 
2. Why did it take XXXX XXXX almost 2 months to let me know that VW Credit was not accepting the payment? 

I have now received a letter from VW Credit stating I am in Default under the terms of my lease agreement.

Company response to consumer: Closed with monetary relief