Consumer complaint received 2021-07-08
Company: VW Credit
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising

Complaint:
Summary of Issue # 1 : Volkswagen Credit Inc. pulled my credit from TransUnion 3 times and from Experian 3 times in 6 days. The dealership pulled my credit one time from each creditor. Why did VW credit Inc pull my credit from XXXX XXXX twice and from XXXX twice? 
XX/XX/XXXX Alias : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Alias : XXXX XXXX XXXX XXXX  XXXX XX/XX/XXXX Alias : VW Credit XXXX XXXX  XXXX XX/XX/XXXX Alias : VW Credit XXXX XXXX  XXXX XX/XX/XXXX Alias : VW Credit XXXX XXXX XXXX  XXXX XX/XX/XXXX Alias : VW Credit Inc. XXXX XXXX  XXXX My request : 1 ) I want them to fix/reverse the amount of hard pulls they did on one credit application Action Taken XX/XX/XXXX XXXX Called XXXX XXXX Credit Wise. Spoke to XXXX and she stated that VW Credit did in fact pull my reports multiple times and that it was not the usual for a creditor to do that for only1 credit application. She stated that I should file a consumer complaint to the creditor first. Then to the crediting agencies, then to the FTC and XXXX 
XX/XX/XXXX Called VW Credit at XXXX XXXX XXXX XXXX and asked why they pulled my credit report from TransUnion and Experian multiple times. XXXX advised that I need to send in a dispute letter with a copy of my consumer credit reports to VW credit. XXXX # XXXX On XX/XX/XXXX I contacted XXXX XXXX at XXXX XXXX via e-mail to discuss the issue. He responded apologizing for not getting back to me but included no solution. Followed up with him again on XX/XX/XXXX with no response and then I followed up with him again on XX/XX/XXXX but received his out of office reply. 

XX/XX/XXXX : Sent dispute letter to VW Credit Inc. along with all of my credit reports and interactions had with the dealership. 
XX/XX/XXXX XXXX sent a denial letter for my request stating that this was the dealerships responsibility and to contact them. 
XX/XX/XXXX I called VW Credit Inc. on XX/XX/XXXX and they returned my call at XXXX hrs. on the same day. Originally stated they were waiting for the crediting agency to fix the issue but then stated that my issue was the responsibility of the dealership to fix and that the dealership knows this since they were the ones who have the credit office. She stated that the actual issues originated at the dealership and that her supervisor said the process is to call XXXX XXXX in XXXX XXXX to have them fix their mistake. Advised her that on XX/XX/XXXX XXXX XXXX in XXXX XXXX told me it was the creditors responsibility to fix. Ref # XXXX XXXX ( Customer Service level 1 department ) XX/XX/XXXX : Contacted the dealership and asked for the GMs information so that I could courtesy copy them on to my FTC and XXXX complaint # 1. Contact is : XXXX XXXX XXXX Summary of Issue # 2 : On XX/XX/XXXX when purchasing the car, the dealership told me that they were pulling all 3 credit reports. They told me that my credit was a XXXX but I showed XXXX that my score was a XXXX on one and a XXXX on the other. They told me that my information was incorrect and that their system was more accurate. Then I asked if they for sure pulled all 3 reports and they indicated that they pull all 3 reports. Later found out that was inaccurate.

My request : 1. I want to know why the dealer made false claims ( e.g. we pull 3 reports but then only pull 2 ) 2. Why did they use the lowest score? 
XXXX. Where did they come up with a score of XXXX 4. I want their processes sent to me in writing 5. An explanation as to why they used the lowest score because this affected the amount that I pay monthly. 
Action taken on my part : XX/XX/XXXX I contacted XXXX XXXX and discussed the issue with someone in finance. He commented on how low my credit score was jokingly and then stated that the 6 inquires is just how XXXX does business and that all car dealerships do the same thing, so they are not going to do anything about it. Explained that my credit monitoring agent and TransUnion said this was out of character for car dealerships and they suggested I dispute. He then told me that XXXX XXXXnd XXXX XXXX were wrong and that I need to take this up with them or VW Credit Inc. I then told him that I will contact VW credit to see if they could assist me with my issue. My coworker was in the car and could hear the man loudly saying mam dont get angry with me and we both responded that I was being polite. 
XX/XX/XXXX Talked to another XXXX XXXX employee, XXXX, phone # XXXX XXXX XXXX XXXX and told her about my bad interaction with the finance department and that I wanted to talk to someone who could help me. She stated via text message that she will pass my concern along to the dealership XXXX. No word back as of XX/XX/XXXX XX/XX/XXXX Pulled my credit reports 1. XXXX score as of XX/XX/XXXX and XX/XX/XXXX was XXXX 2XXXX XXXX score as of XX/XX/XXXX and XX/XX/XXXX was XXXX 3. XXXX score as of XX/XX/XXXX XXXX XX/XX/XXXX On XX/XX/XXXX I contacted XXXX XXXX XXXX XXXX XXXX via e-mail to discuss the issue. He responded apologizing for not getting back to me but included no solution. Followed up with him again on XX/XX/XXXX with no response and then I followed up with him again on XX/XX/XXXX but received his out of office reply. 

XX/XX/XXXX Discussed issue # 2 with XXXX at VW credit stated that they do not use XXXX and that the Dealership should know that. That is the way things are done she said and then stated that the dealership should not have told me that. She advised that I send in a dispute letter with all corresponding documentation. Reference # XXXX XX/XX/XXXX : Contacted the dealership and asked for the GMs information so that I could courtesy copy them on to my FTC and XXXX  complaint # 2. Contact is : XXXX XXXX XXXX XX/XX/XXXX : Since no solution was provided I filed a complaint with The Federal Trade Commission, the XXXX  and the Consumer Financial Protection Bureau as potential fraud.

Company response to consumer: Closed with explanation