Dealing with vwfs, advice?

[sdh2903]

so a long story (apologies in advance)

Back at the start of covid it looked pretty nailed on i would be made redundant. I have 2 lease vehicles with vwfs, an a4 due back September and a cupra due back next year.

So to trim outgoings due to expecting to be out of work I applied for payment deferrals. Both were accepted. However after it became clearer that lockdown was looming and we barely needed 1 car let alone 2 etc I decided due to the short remaining term on the Audi the more sensible option would be to ET and return the car. So 2 weeks after (early may at this point) applying for the deferral I contacted audi to request early settlement. They said they couldn't give me a figure as my account was suspended and would take 48/72 hours to unsuspend and generate the figure.

I gave it a week and called back. Account still suspended. Now they said they couldn't generate the figure until the modified contract was issued and I rejected it.

So a couple weeks pass. Modified agreement came for the cupra no problem. Nothing for the Audi.

Called to be told my account was suspended and they couldn't generate the figure (heard this before somewhere......) we will unsuspend it now but your modified agreement should be with you ASAP anyway.

So this goes on. Every week I spend hours on hold asking the same questions. Until I actually got a 'manager' and let rip. "Leave it with me sir and ill get back to you tomorrow"

Fast fwd to the 5th aug, still no response and me asking the same questions and I get a response from said manager by email stating that my modified agreement will be sent out first class post. Arrrrggggghhhh i don't want a bloody modified agreement.

Oh and while all this is happening despite my account being suspended, vwfs are kindly putting late payment markers on my credit file.

To try and even kick them into life id booked bca to collect the car next Tues.

So up to the present day. 14+ weeks of me hassling them at least twice weekly, 35+ hours of calls, numerous emails and 3 late payment markers Today my account is finally unsuspended!!

However. They are now saying that I have to pay all my arrears (£696) that I should have paid over the last 3 months plus 55% of the remaining 1 payment which was £130.

So I've paid the 130 today no problems but out of principle I've argued I'm not paying the full amount of arrears as I've been trying to early terminate since May. When my total outstanding was £928. So the early term should have been £510

Now in the grand scheme of things this is not a big amount, but having been treated like crap for the past 3 months I'm in the mindset they can whistle for the extra 300 odd quid. But they've told me now that it will have to go through the complaints process to resolve. Which is running at 8 to 12 weeks.

So after all this war and peace, what else can I do?

Should I stop being so stubborn and just pay up?

Stick to my guns and let it go through the complaints process?

One thing thats for damn sure, once the cupra goes I will never ever have any dealings with Vwfs again. They are genuinely hopeless.

[R2x]

Why was your account initially suspended?

And why did you have late payment markers - did you cancel your direct debit before returning the car/ before VWFS acknowledged and accepted the cancellation request?

Answers to these questions will decide how best to go forward.

[fourstardan]

Is it worth just going to the ombudsman now? They must have a lot on there plate car finance companies at the moment but sounds like pretty poor service to me, specially as they seem on the ball when it came to these arrears.

All calls are recorded etc so they'll know what piss poor service you've had as well if complaints get raised.

[sdh2903]

R2x said:

Why was your account initially suspended?

And why did you have late payment markers - did you cancel your direct debit before returning the car/ before VWFS acknowledged and accepted the cancellation request?

Answers to these questions will decide how best to go forward.

As soon as the payment defferal was applied for it automatically suspends the account pending acceptance of the modified agreement.

Direct debit was left open as instructed. Infact its still open now.

They didn't know why the first late payment marker (may) was issued and they would rectify it. The first marker was removed and then a new one appeared in June, I managed to get them to remove it again and now another has appeared for July.

I have never recieved any markers for the cupra.

[R2x]

Good to hear regarding the direct debit. That makes life easier,

Raise a complaint directly with the Financial Ombudsman. They will review and ensure VWFS put things right where required, including credit report markers.

Don’t pay the outstanding amount or speak to VWFS by phone again. Everything via email.

If they hassle you for payment, email and request that they put a hold on the requested payments while FOS investigate.

Based on the info you have provided, I expect it will be a straightforward decision in your favour.

[sdh2903]

Thanks.

So would I be best leaving the direct debit in place even now?

I ask as my last contractual payment of 232 is due to go on the 26th August. But strictly speaking I've paid the early termination fee of 127 quid to cover this.

I strongly suspect they will take this payment

[R2x]

Yes, leave everything in place.

It makes it easier for FOS to decide in your favour if you can say “I left everything as is pending cancellation, and I’ve got a bunch of late payments and no cancellation due to VWFS’s cr4p system”