VWFS lease cancelled collections

[Andy665]

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.


Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I did so I just called them and was arranged within a couple of minutes

[dh2311]

Andy665 said:

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.


Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I did so I just called them and was arranged within a couple of minutes

What number did you use? Everytime I phone BCA on the number in my paperwork I get their office is closed message and they hang up.

Have the same issue where VWFS have twice said the details are updated on BCA but the online portal doesn't work for me.

[Andy665]

dh2311 said:

Andy665 said:

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.


Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I did so I just called them and was arranged within a couple of minutes

What number did you use? Everytime I phone BCA on the number in my paperwork I get their office is closed message and they hang up.

Have the same issue where VWFS have twice said the details are updated on BCA but the online portal doesn't work for me.

I just called the number on the top of the web page but noticed that it has changed now - number was: 0333 241 4207

[Init1ate]

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.

VWFS are saying they have shared details with BCA but BCA say no. I kind of think it’s BCA in the wrong as they did send me a separate letter asking if I want to buy the car which would suggest they definitely do have my details somewhere!

Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I thought I had this issue - the booking portal says to put the leading zeros in but gave me this error. I removed the zeros and it found my details.

[dh2311]

Andy665 said:

dh2311 said:

Andy665 said:

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.


Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I did so I just called them and was arranged within a couple of minutes

What number did you use? Everytime I phone BCA on the number in my paperwork I get their office is closed message and they hang up.

Have the same issue where VWFS have twice said the details are updated on BCA but the online portal doesn't work for me.

I just called the number on the top of the web page but noticed that it has changed now - number was: 0333 241 4207

Thanks, found that number elsewhere and it worked, for some reason I was calling one ending 4206 based on the emails from VWFS. Not sure if they made the typo.

Phoned and they said VWFS only put the data in today and to try again in 48 hours. Seems like VWFS have been telling me porkies all week.

The good news though is he said they're booking roughly a week in advance and mine isn't due back for another 2 and a half weeks, so hopefully no issues.

As a note, anyone know what flexibility you get on collection date vs end of contract? My contract ends on a Sunday, can I get it collected Monday or does it have to be Friday? Ideally want the weekend to give it a proper detail

[ollie05]

Liam-pwxru said:

Anymore
Updates from anyone?

I’m just waiting on the markers to go from the Experian and clear score now.

Had a reply to one of my many emails today, not sure if they are slowly catching up or if the FOS have had any contact with them, but they have finally confirmed that no negative markers have been put on my history, and they have apparently sent out notifications to the credit ref companies confirming my account has been closed.

After everything else they have done, or not as the case maybe, I'm taking this with a pinch of salt and waiting for my clearscore to update before I believe it.

If it wasn't for them being a large player in the car finance world you could mistake them for being complete cowboys with the way they have handled this, and it's not a few cases, it seems it's everyone on here, plus god knows how many non PH customers.

My first vwfs experience this is, and it was really positive, right until I actually needed them to assist, then it turned to absolute st.

[roadsmash]

I got a “further to our last communication we want to assure you that we are still working on resolving your complaint” email today and that’s it.

[ollie05]

Yeah I had several of those generic ste emails.

[Novexx]

ikonic said:

Not related to credit file woes, but anyone else having issues getting the BCA booking portal to recognise your details?

I’ve had the letter through from VWFS to arrange collection but when I go to the portal to book it says unable to recognise your details and to check with the leasing co.

VWFS are saying they have shared details with BCA but BCA say no. I kind of think it’s BCA in the wrong as they did send me a separate letter asking if I want to buy the car which would suggest they definitely do have my details somewhere!

Bit of a nightmare as I’d like to get rid as we barely use the car now anyway. I don’t recall my last VWFS lease being this much of a cluster fook last time!

I've have the same issue - BCA tell me that VWFS have not started the process & despite contacting VWFS about this, they continue to send the old "regarding your quotation" purchase / return email & seem to be missing the fact that I want to return (which they have formally acknowledged).

I know that there are issues with staff off, working remotely & what not, but my lord are VWFS useless - several questions asked regarding return, not a single coherent response & now issues with collection - hamster wheel comes to mind.

[dh2311]

Have successfully booked mine today, finally in the system

[SuperNads]

BCA were due to pick my car up today. No contact so far so called them up. On hold for 10 mins then they hung up. On hold for another 10 mins. They then say I have a 'driver failure' where the car can't be picked up.

They find it acceptable that they might have told me at the end of today. I spent ages yesterday cleaning the car in the rain for these clowns. Next date is the 17th June. I've had a right go and supposedly someone MIGHT call me back today to see if they can do any earlier.

I've suggested I'm going to park the car away from home uninsured and that can be their problem to fight with VWFS over. I cannot believe how much incompetence I've had to deal with.

[blaine54]

Just to add to the thread on the credit scoring side. We noticed my wife's credit score had gone through the floor last month, which was a complete mystery as we've been in lock down with no real financial activity. We dug into it and found out that Audi after an early return of our car in Feb had marked 6 months of missed payments onto her report! Given the final payment was made on time, after weeks of chasing them for a figure. I'd just echo what others have said, that this lot are a complete shower. Now resolved with a jump of 151 points in her credit score, but not a single apology for their screw up.

[Andy665]

After my complaint was upheld by VWFS, their apology and derisory "once only" offer of £50 and promise to sort out the default notices on 3rd June I today noticed that a 3rd default notice has been recorded with Equifax.

Transunion is now sorted but only after I raised a dispute with them directly

My account is still showing as open with Transunion

I have today raised a dispute with Equifax after seeing 3 missed payments recorded via VWFS with my account still showing as open with them

I have today lodged a complaint with the FOS - that will see VWFS hit with a £500 investigation fee (or £650 if its more than the 26th investigation within their financial year)

People need to take the time to formally complain - its the only way VWFS will make the required changes

[Liam-pwxru]

I’m currently dealing with Equifax (clear score and Experian ) as my markers are still present on there, I have ones a dispute with them.

Heard nothing from VWFS I’ve disputed directly with the credit companies to speed the process up.

Andy could you supply the addresses for your complaint letters to both VWFS and FOS and I will do the same

[Captain Benzo]

SuperNads said:

BCA were due to pick my car up today. No contact so far so called them up. On hold for 10 mins then they hung up. On hold for another 10 mins. They then say I have a 'driver failure' where the car can't be picked up.

They find it acceptable that they might have told me at the end of today. I spent ages yesterday cleaning the car in the rain for these clowns. Next date is the 17th June. I've had a right go and supposedly someone MIGHT call me back today to see if they can do any earlier.

I've suggested I'm going to park the car away from home uninsured and that can be their problem to fight with VWFS over. I cannot believe how much incompetence I've had to deal with.

are you in Scotland?
exactly the same thing happened with me.
I called BCA to see when they were coming to collect and the chap on the phone said he'd call the driver.
not a minute later he came back on the call saying driver failure and it'd be the 17th.

either theres a bit of a coincidence or the driver failure is a widespread issue.

biggest concern right now is my replacement car is on a dockside somewhere and the dealership 330miles away cant tell me whats happening and when i can get a train down to collect it.

the whole system is a bit of a mess.

[Andy665]

Liam-pwxru said:

I’m currently dealing with Equifax (clear score and Experian ) as my markers are still present on there, I have ones a dispute with them.

Heard nothing from VWFS I’ve disputed directly with the credit companies to speed the process up.

Andy could you supply the addresses for your complaint letters to both VWFS and FOS and I will do the same

VWFS
Brunswick Court
Yeoman Drive
Blakelands
Milton Keynes
NK14 5LR

https://www.financial-ombudsman.org.uk/

[roadsmash]

Liam-pwxru said:

I’m currently dealing with Equifax (clear score and Experian ) as my markers are still present on there, I have ones a dispute with them.

I believe Experian are their own separate entity i.e they do not use Equifax for credit reporting.

Transunion, Experian, and Equifax are the three main agencies in the UK and report differently to each other.

Transunion offer their service free through Credit Karma, as do Equifax through Clearscore... but Experian try to force you to sign up to their ‘Credit Expert.’

However, you can request a free of charge ‘snapshot’ of your Experian credit report via this link:

https://www.experian.co.uk/consumer/statutory-repo...

Having said that... given the opportunity to do so, VWFS should be able to remove the markers from all the credit agencies they reported the missed payment markers against. They can reverse what they did via the complaints procedure.

Transunion have removed the marker for me but I’m not bothering with contacting Equifax or Experian... I’m just going to ask VWFS to do it (when they pull their finger out and get back to me).

But yes, if you wish to dispute the markers yourself, then I believe you’ll have to raise a dispute with all three, including Experian, separately.

[Liam-pwxru]

Ah ok I’ve raised disputes with transunion and Equifax as I was tired of waiting for VWFS to pull there finger out.

I ll speak to VwFs about Experian as it’s on there as my points have dropped dramatically at the start of this month but I’m not paying for a subscription to do it myself.

I’m going to do what Andy has done above I think the more people that do it the better.

[Justhe-1]

I have an S5 with VWFS that was due to go back 24th April. I informally extended for 3 months early March, but then cancelled the extension due to Covid/Furlough.

After several calls/ emails no response from VWFS so I cancelled by Direct Debit and informed them via email of such, and asked them to advise BCA to arrange collection as was now after 24th April.

I also sent a V317 form to the VWFS Personalised Plate Team in Peterborough via recorded delivery, to get my private Reg off the car.

I chased VWFS after 3 weeks and was advised as follows:

"Thank you for contacting Audi Financial Services.
Our personalised plate team are currently closed due to COVID-19, we are pushing for a date of when they are going to be back up and running.
When they do re-open we will carry on with the process of getting your personalised plate off the vehicle.
We would advise you to not arrange an inspection and collection until the personalised plate has been taken off the vehicle. "

As such my car is still sat on the driveway going nowhere fast, with private plate still assigned and on, but with the service indicator and MOT both now past due (albeit it I know MOT's have been extended for 6 months).

Be interesting to see where this goes when its finally collected, whenever that may be.

I have wondered as its still insured if I'm legally entitled to still drive it or not though, thoughts?

[roadsmash]

Justhe-1 said:

I have wondered as its still insured if I'm legally entitled to still drive it or not though, thoughts?

This was discussed at length earlier in the thread... some people were told in writing that they couldn’t and verbally over the phone that they could. Then others were told in writing that they could but verbally over the phone that they couldn’t, and a mixture of everything in between.

In short, I wouldn’t risk it. I don’t trust VWFS to provide me with the correct information. And getting 6 points for driving without appropriate insurance is the last thing I need, so I’d rather just use the other car!