Consumer complaint received 2020-06-12
Company: VW Credit
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Vehicle was repossessed or sold the vehicle

Complaint:
THIS IS NOT A DUPLICATE COMPLAINT! SAME COMPANY, DIFFERENT ISSUE. 
On XX/XX/XXXX I contacted VW Credit regarding the issues of a release letter provided to me by VW Credit on XX/XX/XXXX to pick up my car. I informed VW Credit that the XXXX XXXX XXXX would not allow me to pick up car due to parking tickets owed to XXXX XXXX   XXXX. I informed VW Credit that I have been having this ongoing issue for some time and have been barred from access to my vehicle since it was repossessed by VW Credit from XXXX XXXX  XXXX for parking tickets. VW Credit on XX/XX/XXXX apologized for what was going on and stated that they would contact the towing company to find out what is going on and reiterated that my car may be released and I do not have to pay any boot, storage or other fees. They also informed they would look into this. 

After speaking with VW Credit, I decided to contact XXXX XXXX XXXX myself on XX/XX/XXXX who proceeded to tell me that they can honor VW Credit release to pick up my car, they informed me that the release does not expire and that I can come at any time to pick up my car during their hours of operations. I reaffirmed me picking my car up in the month of XXXX. 

Thereafter speaking to the car company, I received another call from VW Credit who informed me that they contacted XXXX XXXX XXXX who informed them that I must first re-register the car and pay parking tickets in order to have my car released to me. I informed VW Credit that this is new information and that I just spoke with the XXXX XXXX  who did not inform me of this. VW Credit agent proceeded to inform me that the car must be re-registered first and parking tickets paid as per the XXXX XXXX XXXX .I requested an investigation to be opened and the immediate release of my car in this conversation. THERE WAS NO FOLLOW UP FROM THIS CALL. I WAITED FOR AN INVESTIGATION TO BE OPENED. 

On XX/XX/XXXX I received a missed call from VW Credit, when returning back VW Credit call back, I anticipated this call was in response to my vehicle release, however to my surprise they were calling me to make my last payment on the loan. I asked VW Credit whether they looked into the issue of parking tickets and whether they have spoken to the XXXX XXXX about the release of my car. I also asked for an investigation and the immediate release of my car again. I also requested to speak with a supervisor. There was no supervisor present to speak with me and they stated that someone would call me back. 

ATER NOT hearing back from VW Credit or from a supervisor or further information about investigation that I requested twice, I decided to drive to the XXXX XXXX  on XX/XX/XXXX to find out firsthand what is happening and why I am being given inconsistent information about the release of my car. 

When I arrived to the towing lot XXXX XXXX XXXX, XXXX, NY, around XXXX, I was told to call the XXXX  XXXX XXXX at XXXX XXXX and once they state the car can be released, the car will be brought to the front. 

I dialed the number XXXX XXXX XXXX at XXXX and spoke to representative XXXX XXXX at XXXX. I was told by XXXX XXXX that they are unable to release my car due to VW Credit who asked them to place a Mechanical lien on the car on XXXX, she stated an email from VW Credit was sent to XXXX XXXX XXXX Ms. XXXX proceeded to inform me that I would need to contact VW Credit in order to get release for my car to be picked up. She informed me that she can not release my car without a letter from VW Credit. 

I called VW Credit immediately at XXXX and was on hold for approximately 20 minutes after explaining to the representative that I am at the tow lot to pick up my car and am being denied access to get my car. The representative informed me that she could not provide any information and that I must speak with a supervisor. The representative placed me on hold for an additional XXXX minutes I informed the representative that I was at the lot and would like to know why I can not get my car. I then asked the VW Credit agent to verify an email sent on XX/XX/XXXX regarding a mechanical lien being placed on my car. The representative confirmed that she did see some internal correspondence about a mechanical lien on XX/XX/XXXX in VW Credit notes XXXX which I have never seen or had access to or any knowledge of ). I raise my concerns to the agent including the facts that never received anything in writing about a mechanical lien nor verbally and had just spoken to VW Credit on XXXX of which they never informed me of a mechanical lien on my car. The representative after putting me on hold for another 10 minutes proceeded to tell me that she is unable to provide any further information and a I must speak with a supervisor however the supervisor is unavailable to speak with me now and they are backed up so this may take 24-72 hours. The agent affirmed that she understands that I asked to speak with a supervisor the last time I called in on XXXX and never received a call back. The representative informed me that there is nothing she can do. 

I then hung up with this representative and called VW Credit again from my phone at XXXX. I informed the agent that I had just spoken to another agent. I informed the agent what was happening including being at the lot and being told there is a mechanical lien on the car and asked the representative to look into what was going on with my car. I raised my concerns including the following facts : I never received any written or verbal notice I had just spoken to the lot on XX/XX/XXXX What was the basis of this lien Who is responsible for my car Why did VW Credit give my car away without notifying me How legally has my car I was on this call for 59 minutes * I was placed on hold first for 20 minutes and was told by the agency that he is getting assistance from the support office on my concerns. 
The representative the informed me that the XXXX XXXX is the one who put a lien on the car with the state, when I asked why, they stated because the car was on the lot and I did not pick it up, I reiterated and explained my concerns that the towing company did not allow me to pick up my car until XXXX and actually reverted this to VW Credit on the same day. I also informed that I called about this issue to VW Credit and complained multiple times about the release of my car. 
I was told by the agent that there is nothing they can do. My car has been given over to the towing authority and the only way to get my car is if the Towing company released it.

I informed the agent that the Towing company said the opposite and informed me that I can only retrieve my car if VW Credit wrote a letter. I continued to state my concerns and my rights being violated and the dishonesty and lack of integrity and following laws. The agent informed me that on XX/XX/XXXX an agent informed me that I had 7 days to pick up my car, I asked the agent to review the call on XXXX as this was never stated to me. I was told by the agent that they will review the call and get back to me however there is nothing they can do and they cant answer my other questions and they also stated that they would contact me back after reviewing the call. They also informed that they have no way of releasing the car for me. I asked the agent if he would be willing to conference in on a call with the towing company and he agreed, however when conferencing in, the agent for VW Credit disconnected his call. I was therefore on a call with the towing company and provided them with the updated information about VW Credit including the fact that VW Credit informed me that the Towing company is the one who must release the car. The towing company informed that they can not release the car until VW Credit provides a letter in writing. I proceed to ask the Towing Company who initiated the mechanical lien and why, I was told by XXXX XXXX that the mechanical lien was initiated by VW Credit who cleared the towing company to file mechanical lien against the car. The Towing Agent also informed me that she has an email from VW Credit agent XXXX XXXX on XX/XX/XXXX who states I have no intentions on getting my vehicle and asked XXXX XXXX to initiate a Mechanical leave against my car. The email was deceptive, dishonest and falsified information in my name which led to the mechanical lien of my car.

Company response to consumer: Closed with monetary relief