Consumer complaint received 2025-08-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: VW Credit
State: AZ

Complaint narrative:
On or about XXXX XXXX bank issued funds to VW Credit in the amount of {$29000.00} for the loan buyout of a 2023 XXXX XXXX. VW Credit held the funds, rightfully so, for 15 days until the funds cleared. On or about the XXXX of XXXX, Customer Service representatives stated that XXXX would release the lien on the electronic title on or about the XXXX of XXXX. The customer and purchaser visited the XXXX on or about the XXXX of XXXX to claim the title and transfer ownership to purchaser and XXXX. VW Credit stated that they could not release the lien electronically because the XXXX is not electronic. As a result, they state that they would then ship the title to the customer via mail on or about the XXXX of XXXX. As of XXXX XXXX has not shipped a title lien release or a physical title. After contacting VW Credit XXXX XXXX, XXXX and multiple representatives went back and forth with the customer on whether the title was electronic or physical. This has delayed the removal of the XXXX for another XXXX weeks. The fact of the matter is that VW Credit holds a claim on a vehicle they no longer have a security interest in, thereby rendering the customer 's property ( 2023 XXXX XXXX ) unduly forfeited. 

As of the XXXX of XXXX, VW Credit can not ascertain whether they have an electronic title, or a paper title. Thereby, they can not ascertain when the title will be released to the Customer. 

As XXXX, customer service stated that they attempted to release the XXXX on the electronic title on or about XXXX, however, the Arizona XXXX " rejected '' the release. Customer visited XXXX separate XXXX 's on multiple occasions ( XXXX, XXXX XXXX and XXXX, XXXX, XXXX XXXX ) where they were told that the XXXX can not claim or reject XXXX holders on a title as it is the lienholders duty to release a lien when the loan has been satisfied by the customer. 

As of this date, XXXX, VW Credit has not disclosed a proposed solution to the purchaser of referenced XXXX XXXX, while VW Credit holds {$28000.00} that satisfied their security interest on said vehicle. 

The customer is selling this vehicle to a XXXX XXXX. The XXXX XXXX can no longer ship the vehicle overseas as originally intended because of XXXX 's failure to release to title rights to the customer within a reasonable ( and legally obligated ) timeframe as governed by the State. Over {$2000.00} worth of services were conducted on this vehicle in order to prepare it for shipment. 

In the timeframe of about XXXX weeks, the customer has spoken to at least XXXX customer service representatives from VW credit. None of them are able to forward you to a supervisor until the customer pleads. Additionally, no supervisor can forward you to a department XXXX because they are " too busy, '' but offer a call back in XXXX business days. It is clear that VW Credit is not a solution oriented organization as they have complete disregard for handling transactional needs, or customer issues, all the while holding customer 's money or assets without rightful claim.

Company response to consumer: Closed with explanation