Consumer complaint received 2015-12-29
Company: VW Credit
State: MA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
To Whom It May Concern : I 'm writing this letter as an appeal to Volkswagen Credit to work with me on resolving a late payment dispute which took place in XXXX of 2014. 

On the morning of XXXX XXXX, 2014, when I went outside I noticed that my XXXX XXXX was not in the driveway. I called the local police station to report it stolen and was informed by the police department that the car had been repossessed. My wife and I were stunned. We could n't imagine why that would have happened and were sure it was a mistake. My wife called VW Credit USA as soon as their office opened to straighten things out. The representative informed her that they had not received a payment since XXXX, 2014. My wife keeps very good track of bills and went through her files and realized she had not received any bills for the XXXX or late payment notices from VW Credit USA. Upon further discussion it was ascertained that VW Credit USA had the wrong address on file, a non-existent address at that. When my wife asked why I had not been contacted by phone of the missed payments, VW Credit said that they had called. Asked what number they used it was discovered that they had my telephone number wrong as well. My wife pointed out that we have had a good history with VW Credit USA, having financed XXXX other cars with them in the past. This was acknowledged as well as the fact that they still had access to the information from those transactions. When she realized that they could have used that information to contact us but chose not to, she further questioned the representative. It was then found out that VW Credit also had my correct email address in the old records, yet never used it. When my wife pointed out these errors the representative became argumentative, even telling my wife that " just because I did n't receive a bill does n't mean I should n't have paid it ''. At that juncture she realized that she could not reason with this person. It was particularly maddening to be told that they had sent someone to the non-existent address for a " home visit '' and still did not realize the mistake, yet managed to have the reposition company make their way to our correct address when they wanted to come and reposes the car in the middle of the night. 

I do n't know where the problem of misinformation was generated ; either upon the sale of the car at XXXX XXXX where I had provided them my personal information or at VW Credit USA. I do know that both establishments have refused to take any responsibility for the error. While we did manage to get the car back the same day, it was quite a project to do so, especially since everyone would be closing early to start the XXXX XXXX holiday weekend. It cost us in fees well over {$400.00} to get the car returned. VW Credit USA was very difficult to work with, regarding their ability to retrieve information faxed and emailed to them, at their request, by our insurance company pertaining to our insurance status and by the repossession company acknowledging receipt of payment. As it turns out, the most helpful people were the ones we dealt with at the repossession company. 

It is unfortunate that my credit had to take a hit, but once done it is not easily undone. I am asking that VW Credit in consideration of my past prompt payment activity and the error made in having my incorrect contact information on file will consider forgiving the late payments and in a goodwill gesture adjust my credit report accordingly. 

Your early reply back to this request would be much appreciated.

Company response to consumer: Closed with non-monetary relief