Consumer complaint received 2023-08-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: VW Credit
State: OK

Complaint narrative:
About us : XXXX siblings -- XXXX XXXX XXXX Parents : XXXX ( died XXXX ) and XXXX ( died XXXX ) Estate of XXXX : XXXX is executor Relevant documents : - status of VW account as of XX/XX/XXXX - 2 faxes from XXXX to VW XX/XX/XXXX -- these include XXXX and XXXX death certs - XXXX XXXX will - repossession notice from VW ( 2 parts ) - Proof of XXXX payment to VW plus fee to USPS for letter to VW asking for 10-day extension not to sell car Summary : On XX/XX/XXXX, our mother, XXXX, died. She had a XXXX XXXX XXXX, for which she had made more than 50 payments. The basic facts are that we have made a good faith effort to keep up on payments, and have also asked how to pay off the loan entirely, but VW seems to be actively working to prevent us from accomplishing this, with the apparent aim of being able to repossess and sell this car. 

In the XXXX  of XXXX, XXXX faxed VW a copy of the Last Will and Testament to the number VW provided so we could talk about the account, for which daughter XXXX continued to send payments. Per VW 's request, XXXX  had also faxed VW on XX/XX/XXXX, including both death certificates and XXXX XXXX will. 

On XX/XX/XXXX, XXXX made a {$500.00} payment over the phone with VW and was told that the amount would keep it from being repossessed. 

On XX/XX/XXXX, the car was repossessed. We owe {$3500.00} on the car. 

Since XX/XX/XXXX, as outlined below, XXXX has called VW repeatedly to say we would pay to get the car back. They said they never received the Last Will and Testament documents, which ( as stated above ) had already been sent. 

Calls to VW : XX/XX/XXXX : XXXX says they cant give XXXX  any information since they claim the paperwork was not sent in. XXXX refaxed the court-stamped Last Will and Testament. XXXX  was told it might take 48 hours to process. 

XX/XX/XXXX : XXXX  called in the XXXX  and was told they received the paperwork, but it needed to be vetted by Legal. They could not talk about the account until the paperwork was approved by VW Legal. 

XX/XX/XXXX : XXXX called and was told they were so sorry, but the legal unit has not vetted the paperwork yet. It might take about 72 hours. XXXX  said no, she was told 48 hours last week. VW said they would expedite this request and to please call back. 

XX/XX/XXXX : XXXX called and was told VW received the paperwork yesterday, but it was not approved and needed to be certified by the court [ IT IS COURT STAMPED ]. XXXX spoke to supervisor XXXX who will said he would get back with her after he did research. 

XX/XX/XXXX : No return call from XXXX or anyone else. 

XX/XX/XXXX, Thursday : Three calls, all from or between XXXX and XXXX. XXXX said a letter was already sent by regular US mail. The letter detailed how to get the car back, but XXXX said he would a copy of that same letter again by XXXX. It should arrive overnight or at least by Monday. 

XX/XX/XXXX, Monday : XXXX arrived in the afternoon. 

XX/XX/XXXX : XXXX paid the Reinstatement amount listed on the letter. This amount of {$1100.00} included the {$1100.00} demanded by VW plus fees to XXXX XXXX for urgent processing. XXXX  also sent via USPS a certified signature requested form, provided by VW in the XXXX package, requesting a 10-day extension so the XXXX XXXX would not be sold on XX/XX/XXXX. 

XX/XX/XXXX : XXXX  called VW and got the typical runaround. They said they could not find the paperwork listing XXXX as Executor. They can confirm payment received, but can not give XXXX any additional information. VW needs an official document and can not give any information to XXXX about how to get the vehicle back. XXXX asked to speak to a supervisor. VW XXXX put XXXX on hold and returned saying no supervisor would talk to her. No one would discuss the account with XXXX  until they received paperwork showing XXXX  was the Executor of the account. 

As of XX/XX/XXXX, despite repeated efforts on our part, VW has not communicated with us in any way about the status of the car or account, including how to take possession of the car now that the reinstatement payment has been made.

Company response to consumer: Closed with explanation