Consumer complaint received 2022-06-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: VW Credit
State: IL

Complaint narrative:
On XX/XX/XXXX, at XXXXXXXX XXXX, I was traveling home from work. At the time, I was working at XXXX XXXX XXXX, and I lived XXXX XXXX. I made it home to get my dogs to take a gas run with me because its unsafe at that time of night. After picking up my dogs, I approached the light of XXXX and XXXX XXXX. At this light, is where I was involved in a 3 XXXX XXXX. I did a spin out and hit a light pole, which totaled my car. After contacting my insurance, I learned that it lapsed on XX/XX/XXXX because of the low amount in my account, so they would not cover my car accident. However, after explaining the situation to my XXXX insurers, they said they were still able to proceed with the claim given the insurance company provide a denial letter, and my credit company, V.W Credit provided all documents needed. I was able to obtain the denial letter from my insurance company, and most of the documents from V.W credit, the exception being my payment history with a running balance. Being that my insurer denied my claim, V.W credit sent a representative out to where the car was stored after I paid {$600.00} to get it out of the pound and towed to a place it can be stored until further notice. The representative seemed the car a total loss and not salvageable, so they did not send for the car at all. I proceeded to ask them what should I do with the car and whats next because this is my first time doing this, and I was told to proceed with my XXXXXXXX XXXX. However, I could not do that without the final document I was constantly told they do not provide, which is payment history with running balance. I did not understand why I couldnt be provided this, especially being that XXXX is a service that V.W credit offers and should know what they require to cover a vehicle. To no avail, I tried many different ways, even putting XXXX VW credit, and myself on three way to get this issue resolved. Once the new year came, I gave up, and I could not continue to pay to store the car where it was. On XXXX, the car was placed outside on the street where it was picked up by the city. After being picked up by the city, I got a letter from V.W credit stating that they had obtained the vehicle from the city, and they are going to put it up for auction, after telling me for a whole year there was nothing they could do with the vehicle and didnt want it. I explained that I had been paying for storage for a year because they said otherwise which isnt fair for them to just switch now and place a repossession on my credit. I hadnt heard anything back from them the entire year, nor did I have any derogatory marks for the payments not being paid. After speaking with my lawyer about the situation, he explained to me by not providing the documents I needed, they forfeited their payment. However, VW credit doesnt see it that way. Now, a year and a half later, I am attempting to get another car for my child and I, and it is stating that I have a 2 month old repossession on my name. I do not feel that this is fair at all. The only thing V.W credit tells me is that they are sorry that the representative misrepresented, and they are sorry I was denied the payment history multiple times, but a sorry is all they can offer. This could have been handled and done correctly. However, their multiple misrepresentations is the reason why it wasnt, and I am stuck paying the consequences of something I tried to handle correctly.

Company response to consumer: Closed with explanation