Consumer complaint received 2016-03-14
Company: VW Credit
State: CO
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In XXXX of XXXX I attempted to log into the VW Credit website to make a payment, setup automatic recurring payments, and update my contact information. For reasons I do not understand, VW Credit had disabled this functionality which was previously available through the online account management portal. Instead, the website said I needed to call if I wanted to make a payment. I called and got an automated recording that said that VW Credit was closed and I needed to try again during normal business hours. VW Credit did not allow me to leave a message. 

Later in XXXX, XXXX, I tried to call again during normal business hours and received a recording that stated VW Credit was closed for a company-wide meeting. Again, VW Credit did not allow me to leave a message. 

On XXXX XXXX I logged into the website and submitted a web form stating : " I used to have auto-pay setup and my bank changed my checking account numbers. I tried to set up auto-pay again and the website said to call. I tried to call during normal business hours and the recording said all employees were at a company-wide event. I want to get auto-pay setup and I would like all documentation of late payments expunged. XXXX XXXX Account Number : XXXXX XXXX XXXX '' Even though I indicated I had been having trouble reaching VW Credit by phone ( and VW Credit later stated they had XXXX the online access because they wanted to talk with me via phone ) and even though I provided the best phone number by which they could reach me, VW Credit declined to call me. On XXXX, XXXX at VW Credit stated VW Credit did not call in reply to my message because I did n't explicitly state that I wanted them to call me. 

When I submitted the web form it was because I had been unable to reach VW Credit by phone - after multiple attempts - and I was unable to make payments through their website. When I submitted the form I was not given any indication or expectation as to how they would be returning contact with me. I expected them to call me and that is why I provided my phone number in the web form. When submitting the web form I was not told, " Please check your messages on our website in a few days for a response. '' I was given no expectation as to how VW Credit would reply and I was n't even aware there was a " Message Center '' on their website where they could leave a message for me. As far as I knew, it was just yet another attempt by me to contact VW Credit that resulted in yet another dead-end. 

On XXXX XXXX, XXXX I received a call and voicemail from VW Credit which I returned within minutes. I spoke with someone who said that VW Credit was calling because my car payments were past due. The call eventually escalated to XXXX in the XXXX office who told me that my account was out for investigation and VW Credit went through extraordinary measures to reach me. This is extremely frustrating given these facts : It is not fair that VW Credit can disregard their responsibility to accept payment, refuse to be available to their customers or allow their customers to update their information, and then blame their customers for failure to pay and negatively affect their customers in this way.

Company response to consumer: Closed with explanation