Consumer complaint received 2018-02-28
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: VW Credit, Inc (TX)

I recently purchased a XXXX XXXX financed with VW Credit. I wanted to let you know what a horrible experience I have had. I will try to keep it very simple : 1 ) I scheduled an online payment from my credit union checking account for my first payment. I used my full account number including the suffix of 10, which indicates a checking account. This payment didn't go through, but I didn't receive notice until XXXX at which time, two payments were due.

2 ) I corrected the account number and tried again, this time to cover both payments. At first, my online account said the transaction was pending and then it just disappeared from the VW Credit web page. I had to call customer service to find that It failed. Mind you, I make online payments to at least four other financial institutions using this same account number.

3 ) Next, I used a totally different checking account number. Same results. On my account web page, it said transaction pending, and then it just disappeared. I called customer service and was told it failed.

4 ) On XX/XX/XXXX, I Express Mailed a check for the XXXX & XXXX payment that VW credit received XX/XX/XXXX. My VW Credit account was credited and the check for XXXX ( payment for XXXX and XXXX ) cleared on XX/XX/XXXX. Interesting that the check, which has the exact same routing and account numbers on it that I used in step 2 above, was deposited and cleared in one day!

5 ) I happened to check the account I used for payment in step 3, and what a surprise to see that on XX/XX/XXXX my checking account was debited by VW credit for XXXX ( 2 payments including late fee ). This payment does not show up in my online VW Credit account a week later! Ive now paid a total of XXXX but my account only shows the XXXX payment. 

6 ) Yesterday, XX/XX/XXXX, I uploaded a document proving that the online payment was debited from my checking account. XXXX, the rep I spoke with, promised he would get a supervisor to review it right away and call me right back. A day later, and Ive heard nothing. 

7 ) Today, XX/XX/XXXX I submitted two ( not one, but two ) secure messages from my VW Credit online account. Usually, I immediately get an automated email saying the message was received and it shows up in my message box. Today, neither happened.

8 ) Today XX/XX/XXXX I called customer service and was told that the finance department was investigating. They accepted my proof that the money was taken from my account, but they were trying to find it. As soon as they found it, my account would be credited.

9 ) Today XX/XX/XXXX, my account has still not been credited even though VW credit and my bank confirm the money has been taken out of my account. 

What is not detailed in the info above is that : I have called a number of times over the last XXXXhree weeks and have spoken with multiple VW Credit customer service reps. I have sent three emails describing the problems all along and have uploaded proof that the online payment was debited from my account. They did nothing to figure out why my online payments to my checking accounts were not working. They still have not remedied the matter and credited my account for the payment XXXX. Obviously, there is something wrong with your website and you accounting system. In addition, from the responses I received from my email exchanges, it is obvious that the persons who responded didnt even fully read ( or understand ) my message.