Consumer complaint received 2023-01-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: VW Credit
State: GA

Complaint narrative:
On XX/XX/XXXX, I was given information by Volkswagen Credit that they had made a processing error during the billing cycle of XX/XX/XXXX of which led to a payment extension that appears to have been claimed as accidental by the company. This was in response to my challenge of inaccurate credit reporting where Volkswagen Credit reported XXXX and XXXX of XXXX as 30 days late and XXXX and XXXX of XXXX as 60 days late after I requested and was promised a Covid relief for the months of XXXX, XXXX, and XXXX of XXXX. Within this challenge and/or complaint, I gave the amortization schedule produced by the company that downloaded and saved on XX/XX/XXXX directly from my online account as proof that Volkswagen Credit was not correct in their statement and credit reporting of the loan being extended from the original XXXX term to a XXXX term after payment extensions were granted for the account- of which would help prove my claim that XXXX payment extensions were granted to me and not the XXXX as claimed by the company. This documentation was not addressed by Volkswagen during their investigation even though imperative information such as the term of the loan being reported for 79 months was made by them. Just as the processing error for billing that somehow according to Volkswagen Credit happened during the processing for a billing statement during the month of XXXX of XXXX that granted an extension was not discovered until recently even though my first dispute of the late payments reported on my credit report happened in the early months of XXXX. Either the term of the loan is 79 months or 78 months, but neither can be determined due to what is apparently more errors in reporting conflicting information on my account. Furthermore, a refund of {$95.00} of accumulated finance charges were returned to the account by Volkswagen due to the alleged error of extending the payment extension into the month of XXXX of XXXX - a number of charges that has not been disclosed to me and I have no idea if this was added to the principal and has accumulated interest charges, much less the amount of those charges. Considering that the final scheduled payment on the amortization schedule is almost three times the monthly payment without any explanation of why the payment is that much or what additional charges were added to it- it is imperative that a review of my account is conducted with explanations given for those charges. These are at least two possible mistakes that have had a negative impact on my ability to make decisions on how to best handle my account of which has caused and continues to cause substantial financial harm- of which a {$95.00} unexplained finance charge does not cover in righting this harm. Indeed, managing this loan account has been exceedingly difficult due to lack of communication, conflicting information, and even delays of requested documents- some that have apparently disappeared and had to be verified with a letter after a failure to produce those requested copies of original documents for the account. Not to mention the convenience for the company to accept or deny unsigned documents as it best favors them. This convenience also extends to ignoring requests to investigate unauthorized charges made against my account that happened on and or about XX/XX/XXXX. It was enough for them to leave the situation as a mysterious person using the automated system and apparently, they seem to lack records to verify the number that called in around that date to make an automated payment even though this unauthorized charge to my back account caused a great deal of financial harm due to the subsequent late payment reporting on my credit report. They also seem to have ignored the established and primary pattern of payment methods for the account and that my personal bank account was only used once prior to that unauthorized transaction and the primary bank accounts used to pay on the account came from the primary account holder, my ex-husband on the account and his mother- just as the ignored the fact that the account had not ever been more than 30 and more late for almost two years. When the mother of the primary account holder arranged for another payment but had to call in twice after being a victim of fraud to first warn that the second payment would not go through and then had to have her bank account from XXXX XXXX closed due to being a victim of fraud- they also seem to have ignored the good faith to make payments on the account and reported a 30-day late payment on my credit report. Even after they requested the letter to prove that we were telling the truth. These are not the only incidents and issues I have had with Volkswagen Credit. It is completely unfair to me that I am being treated at worse as if I am making things up about the account and at best as if I am the one who is at fault due to my own mistakes about the account even as the company has made multiple billing mistakes and seems to have appropriate record keeping skills that protects my original documents for my account. It is completely unfair to me that I have to repeatedly ask for the same documents only to be told things such as the document has already been given to me or that they can not give me copies of the original documents- especially those documents that could prove that I am telling the truth. It is unfair to be the victim of a processing error of an extended payment for the month of XXXX of XXXX that suggests that I had been given the three months of Covid relief that I desperately needed - especially after losing money from loss of gig work and then finally catching XXXX in XXXX of XXXX when I was too sick to engage in any activity other than attempting to heal from XXXX. There is no reasonable way for me to foresee a processing error that does not state the correct amount or correct date or other such issues - but an error that resulted in extending a payment that I had already requested and not knowing that it was an error and not the result of the three-month extension I requested. There is no reasonable manner for me to calculate and print my own amortization schedule with the company 's - even when it verifies that term of the loan is for 79 months - and there is no way for me to correct it even after bringing it to the attention of Volkswagen Credit. These are things that only Volkswagen can control, not me. It is not as if I can walk into their office and personally demand to check my own account and verify that the company is maintaining proper documentation and billing processing of my account. How many more errors and mistakes do I have to endure to ensure that I receive fair treatment from Volkswagen Credit that safeguards my account and does not punish me for extenuating circumstances or for their mistakes?

Company response to consumer: Closed with explanation