Consumer complaint received 2025-11-20 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: VW Credit
State: FL

Complaint narrative:
I am filing this complaint because XXXX XXXX XXXX ( VW Credit , Inc. ) wrongfully repossessed my vehicle due to their own error, caused significant financial harm, damaged my property, damaged their own vehicle during the repossession, and then reported an incorrect repossession to the credit bureaus which prevented me from obtaining a new vehicle for over a month. 

Below is the full timeline : 1. Incorrect verbal instructions from XXXX XXXX Before my lease ended, I spoke with an XXXX XXXX representative who clearly told me ( on a recorded call ) that if I continued to make payments, I could keep the vehicle and did not need to return it yet. I relied on this information in good faith. 

2. Wrongful repossession ( XXXX ) Despite following the representatives instructions and having XXXX late payments, my vehicle was repossessed on XXXX XXXX XXXX. 
VW Credit later admitted on their own recorded call that the repossession was conducted in error and that the representative had provided incorrect information. 

3. Physical damages caused by the repossession The repossession agents damaged my driveway while removing the vehicle. They also caused damage to the XXXX XXXX itself, as shown in photos and documented during the return inspection. XXXX ultimately waived the damage charges, which is an acknowledgment that the damage occurred while the vehicle was improperly repossessed. 

4. Loss of use and major financial impact My vehicle was not returned until XXXX XXXX XXXX meaning I was without a car for 19 days. I incurred significant expenses during this period, including XXXX, rental cars, and other transportation costs. 

Additionally, I had a new vehicle that I ordered months in advance, but I was unable to take delivery because the wrongful repossession appeared on my credit report and caused an application denial. I waited approximately 30 days for the incorrect repossession entry to be removed before I could proceed. 

5. Incorrect credit reporting VW Credit incorrectly reported the repossession to XXXX XXXX XXXX severely damaging my credit until it was removed. I have documentation showing the report. 

6. XXXX accepted responsibility I still have the recordings in which XXXX takes responsibility for the representatives incorrect instructions and for the wrongful repossession. They acknowledged the mistake and apologized. 

7. Remaining mileage overage balance I am not disputing the mileage overage that resulted in a {$14000.00} balance. I exceeded the allowed miles and accept that. 
My issue is that XXXX has refused to offer any fair goodwill adjustment or settlement despite the significant damages, inconvenience, property damage, credit damage, loss of use, and the fact that all of this resulted from their error not mine. 

8. What I am requesting I am requesting that VW Credit : Offer a reasonable settlement on the mileage overage balance Correct the credit reporting to remove any derogatory marks Acknowledge and rectify the financial harm caused Provide closure documentation showing the account as settled Address the damages and losses caused by their wrongful repossession Audis wrongful conduct caused measurable financial loss, property damage, credit damage, and significant inconvenience. I have all documentation, photos, letters, and audio recordings to support every part of this complaint. 

I am requesting CFPB assistance in obtaining a fair resolution.

Company response to consumer: Closed with monetary relief