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VOLKSWAGEN FINANCIAL SERVICES . WHITE AUDI A4 I have a contract hire vehicle with Volkswagen financial services (VWFS) the car was due to go back at the end of April 18. In early march 18 I attempted to get in touch with VWFS to remove my private plate from the vehicle before I handed it back. in previous run ins with VWFS, its been an absolute nightmare to get back your private plate if you do not do it whilst you have the vehicle. Anyway, I was told to pay an admin fee to remove the plate. This was charged to me and I was sent a form to fill out. I was emailed by VWFS who asked me to fill out a form for the plate and send it to a third party company. I was not willing to do this as it would include sensitive personal information. I instead filled out the form and replied back to my email from vwfs. I had no reply from this email. This came at a time where I was suffering from a very severe bout of clinical depression and whilst I was coming through it, it was still an incredible and stressful time in my life. I have had previous terrible conduct of administrative conduct from VWFS in the past and knew this could take a while. In the mean time I never instructed the bank to stop any payments to VWFS, and whilst I was unhappy about the prospect of having to pay for the use of the car for longer than I imagines, I nevertheless never stopped any payments. The car has been very unreliable in the course of our contract hire period and its worth mentioning between the end of the contract and VWFS contacting me about the car, the car was in with an audi dealer for major repairs due to an electrical fault that took far to long to diagnose and fix. Fast forwards to August 2018, not one piece of communication was received . Its worth mentioning at this point, I have another car with VWFS, same person, same address and contact details and I did carry on receiving letters about this second vehicle from VWFS. Annual Account statements and the like. Not one letter was/has been sent to me about this car in question Now, British Car Auctions (BCA) got in touch with me in August with regards to collecting the car. Thank God I thought, finally they've realised to come and get the car thats sitting there not being used. It was only until BCA Called to confirm their inspection and collection I realised the number plate was still on the car. After speaking to BCA they said it wasn't a problem to cancel the inspection and speak to VWFS to finally remove the plate. In fact they encouraged it as I might not get the plate back if the car goes to auction with it on. Around this period I was being pursed by a debt collection agent to forcefully take back the vehicle. This was strange to me as I was in contact with BCA about the collection. 17th September 2018 So BCA cancelled the appointment and I attempted to call VWFS. After phoning the correct number for VWFS I was given the run around by them and put through to 3 different numbers. Then the call was hung up not by myself. I thought Id try again later on when I had finished my days work. I called around 5.15pm as they advertise their opening hours are 8am-8pm. I was told that the department I needed to speak to was closed. They work 9-5 18th September 2018 Called again to try and sort this mess out, have my number plate removed and arrange collection of the vehicle. I spoke to an Ollie at 10:24 who hung up on me. I called again and spoke to an Olivia at 10:28. She told me I had come through to the wrong department, wrong, I did, she just didnt want to deal with this. I eventually got through to a Georgina at 10:30. In informed the woman I was recording the call and I explained my position to georgina who didnt want to work with me about a resolution, just argue the facts of what has gone on. I explained I had tried to remove the plate in march and I wasn’t willing to submit sensitive information to a third party company. I informed Georgina that I was suffering from severe mental health issues and I would appreciate their clear operation but I did not get this. She asked me If it was ok for her to record my communication of my mental health issues in her notes and I agreed. This call was recorded and she ended by saying she cannot deal with it and somebody more senior will be in touch within 48 hours. I confirmed what number for someone to try and get hold of me on as calls to this number are also logged and recorded, this goes for every call, not especially for VWFS. 26th sept Tried to call again, guess what “wrong department” and then a hang up. 28th Sept. I get a call from a collection agent who informs me that VWFS has instructed him to forcibly take the car from my possession. I had to say Carl who has been back and forth with me about this whilst I try and get some sense out of VWFS, has been incredibly good. I explained my mental health issues and he was very understanding and knows VWFS are not acting as they should. So much so his purpose of the call today was to give me a heads up to hide the car so it cannot be taken. I do not want to withhold the car, but I just want this sorting out. I have lost all confidence in VWFS, my ability to communicate with them has broken down entirely and I do not want this to continue. Its having a severe impact on my mental state and thus impacting hugely in my work life. What should I do guys?! Im really appalled at how Im being treated
I had car finance with VWFS, in 2011 I wanted to sell the car and settle the finance, I asked for a settlement figure which they provided. I paid the settlement figure and obtained a letter stating they had no interest in the vehicle. On Equifax (via clearscore) it shows very oddly that I was a month behind from June 2011 until mid 2012, I settled with them the day I sold the vehicle. On Noddle it shows that there was a balance of 13 grand still during that period. I have raised disputes with both agencies. If VWFS fail to respond to the agencies do they have to remove the information? (20 days in and nothing yet from VWFS) Thanks, Terry
Hi I hoped I'd never need advice like this, but here it goes. I bought a new car in Dec 2013, on PCP. Total amount payable is £20,264.48 and I still have £15260.36 left to pay (according to their latest email) The first car was replaced under warranty for software/electrical issues, the car arrived in March 2014, and I had about a weeks use of my own car in this time. The second car was delivered with faults, which two dealers have failed to fix so far, VWFS refused my rejection over this and it is with the ombudsman for a final decision. However, they wrote to me on 5th Sept 2015 indicating I owe £1061.48. This is three months instalment and one unpaid instalment from a previous agreement, which I was told I had paid previously! I followed up the letter on the 11th Sept 2015, due to the fact I had been in hospital with my 5 week premature son on NICU. I was told that the previous formal complaint I had about the payments not being taken properly for this agreement on arrears , had been closed and no reason given. When I asked why they had not contacted me sooner over missed payments, I was told they don't contact people who have complaints open. I currently have no complaints open. I also asked for a statement of my account, which I was told today when I rang had not been sent. I was made to take a financial review this morning, in which I pre-empted by sending a budget, showing how I could afford the repayments plus an amount to cover the arrears (£95pcm). They refused this, not due to it not being enough, but because they claim I can no longer afford the finance agreement. They've apparently issued a default notice and I now have 19days to pay. I asked for my options to end the agreement and all that was sent was a settlement figure. I have made them aware that I was unaware these payments had not been paid, they had not informed me, and it was due to a combination of my poor health at the time, and my vehicle being in for constant repairs, with the loan vehicles not being suitable (for example, I do 400miles a week, I drive a diesel saloon, and they gave me a petrol automatic mum wagon!) Upon trawling through my agreement contract, I also came across a receipt made out to the dealer for £579, which is listed on the receipt as for "final payment" and the reference of my registration given. VWFS today confirmed that this was NOT taken off the amount owed, and they are "looking into it" The woman at VWFS has also sent another statement, which I won't hold my breath for! I think that this is everything, but as I have not slept in two weeks, and have only just been taken off nightly deliveries of milk to my sons NICU ward, as he has been put on a low dependency ward with his mother, my brain isn't really functioning 100%. Thanks in advance, -iD