VWFS lease cancelled collections

[roadsmash]

So far it’s looking like I’ve been lucky, I’ll let you all know if I receive a letter about missed payments etc.

[Benjo_30]

Received this from VWFS today, note the specific part where they have responded to my question about reimbursing me if I continue to insure the vehicle...

Thank you for contacting Volkswagen financial services. Due to the current circumstances I’m afraid we cannot make an outbound call to you due to our teams working from home.

At Volkswagen Financial Services our priority is to keep people driving their cars. We know that the Government’s latest advice will be concerning and causing disruption to your usual lives, but we want to assure you that we are doing our utmost to support our customers.

We are regularly monitoring updates from the Government and working with the regulator to best understand how the current situation may impact individuals and businesses so that we can support you.

Due to these exceptional circumstances, we want to help our customers by providing an additional option for you to extend your current finance agreement for up to 6 months. The contractual terms and monthly payment of your current agreement will remain the same.
To arrange this option please complete this form https://customer.vwfs.co.uk/Forms/contract-hire-ex...

If you have a new vehicle on order, let us know on the form and we will work with you to ensure you are kept mobile until your new vehicle can be delivered.

If you do not wish to extend your contract please be aware we will not be able to proceed with collection until the Government restrictions have been lifted. Until we are able to rearrange collection please follow the below important steps;

- The vehicle must not under any circumstance be driven*
- Keep the vehicle safe, locked, secure and where possible store the vehicle off the road and on private land
- Please remove all personal belongings, keys and keyless entry devices
- We will ensure the vehicle is taxed as appropriate throughout this period
- In the event the vehicle is stolen or damaged by fire, you must immediately notify us and the police and obtain a crime reference number

Please note, you will not be charged your monthly rental for the period between your contract end date and collection. Standard end of contract terms will still apply for damage and excess mileage once the vehicle is collected and inspected.

I’m afraid we would not look to reimburse for any insurance costs at this time.

We’d ask you do not contact us at this stage unless it is urgent, we are providing a reduced telephony service and dealing with a much higher number of calls than usual. Once we are able to arrange collection of the vehicle our collection agents will contact you.

Thank you for your ongoing understanding and patience during this period.

If you have any further queries about your finance agreement please visit customer.vwfs.co.uk

• The vehicle will be uninsured and must not be driven;

Under s143 of the Road Traffic Act 1988 it is an offence to use (or permit to be used) a motor vehicle on a road or other public place when there is not in force in relation to the use of the vehicle such a policy of insurance in respect of third party risks as complies with the Road Traffic Act

[Liam-pwxru]

Apologies for the question but are they saying it doesn’t need to be insured?

[ollie05]

Test.

Weird, it won't let me respond with what I typed originally...

[johnwilliams77]

Liam-pwxru said:

Apologies for the question but are they saying it doesn’t need to be insured?

yes

[Mark V GTD]

ollie05 said:

I've chucked a thread on moneysavingexpert, see if anyone on there is also having difficulty, link below;

https://forums.moneysavingexpert.com/discussion/61...[/footnote]

Well done - I have actually dealt with VWFS continually for ten years with seven consecutive car purchases and leases. The only time I had an issue with them was about 8 years ago when they refused finance on a new car. I appealed it and got it - their reason being that they did not appreciate it was for a replacement car! Anyway - it now seems they have gone in to complete meltdown and their systems are just unable to cope.

Not sure I even have the will to try to call them regarding their latest letter demanding over £200 when the agreement was paid off two months ago.

Edited by Mark V GTD on Sunday 5th April 13:08

[roadsmash]

Benjo_30 said:

Received this from VWFS today, note the specific part where they have responded to my question about reimbursing me if I continue to insure the vehicle...

Thank you for contacting Volkswagen financial services. Due to the current circumstances I’m afraid we cannot make an outbound call to you due to our teams working from home.

At Volkswagen Financial Services our priority is to keep people driving their cars. We know that the Government’s latest advice will be concerning and causing disruption to your usual lives, but we want to assure you that we are doing our utmost to support our customers.

We are regularly monitoring updates from the Government and working with the regulator to best understand how the current situation may impact individuals and businesses so that we can support you.

Due to these exceptional circumstances, we want to help our customers by providing an additional option for you to extend your current finance agreement for up to 6 months. The contractual terms and monthly payment of your current agreement will remain the same.
To arrange this option please complete this form https://customer.vwfs.co.uk/Forms/contract-hire-ex...

If you have a new vehicle on order, let us know on the form and we will work with you to ensure you are kept mobile until your new vehicle can be delivered.

If you do not wish to extend your contract please be aware we will not be able to proceed with collection until the Government restrictions have been lifted. Until we are able to rearrange collection please follow the below important steps;

- The vehicle must not under any circumstance be driven*
- Keep the vehicle safe, locked, secure and where possible store the vehicle off the road and on private land
- Please remove all personal belongings, keys and keyless entry devices
- We will ensure the vehicle is taxed as appropriate throughout this period
- In the event the vehicle is stolen or damaged by fire, you must immediately notify us and the police and obtain a crime reference number

Please note, you will not be charged your monthly rental for the period between your contract end date and collection. Standard end of contract terms will still apply for damage and excess mileage once the vehicle is collected and inspected.

I’m afraid we would not look to reimburse for any insurance costs at this time.

We’d ask you do not contact us at this stage unless it is urgent, we are providing a reduced telephony service and dealing with a much higher number of calls than usual. Once we are able to arrange collection of the vehicle our collection agents will contact you.

Thank you for your ongoing understanding and patience during this period.

If you have any further queries about your finance agreement please visit customer.vwfs.co.uk

• The vehicle will be uninsured and must not be driven;

Under s143 of the Road Traffic Act 1988 it is an offence to use (or permit to be used) a motor vehicle on a road or other public place when there is not in force in relation to the use of the vehicle such a policy of insurance in respect of third party risks as complies with the Road Traffic Act

This is the email that has been supposedly sent in error by VWFS.

Some of us have been told since the first copies of this email went out that we can still drive the car providing it’s insured.

All very strange.

[ollie05]

The insurance bit wasn't in the first email...

[roadsmash]

ollie05 said:

The insurance bit wasn't in the first email...

Ah I missed that! So they’ve just added in the one line about that?

What I’m confused about is that the email states all the steps required if you don’t want to extend your agreement, but doesn’t mention if the car should remain insured or not.

[roadsmash]

Just adding that the T&C’s at the bottom of the email suggest that the car is uninsured as the agreement to drive the car has ended (you essentially can’t insure a car you’re not allowed to drive).

In that case I see no reason why we should keep our insurance in place as it’s void anyway.

That’s obviously why they want the car locked and safely stored.

[ollie05]

That's my thoughts, and hopes but concerned if the car did get damaged or nicked, the potential possibility of being made liable, even though I can't see how, it's just a worry...

[Sheepshanks]

If VWFS are going to continue to tax it then the car would need some level of cover otherwise they’ll fall foul of the continuous insurance regs.

[roadsmash]

Sheepshanks said:

If VWFS are going to continue to tax it then the car would need some level of cover otherwise they’ll fall foul of the continuous insurance regs.

Yes but this is the confusing bit. All the VWFS PCH contracts state that insurance needs to be in place during the agreement.

For those who have ended their agreement... what’s the standpoint based on the email above?

Should we still be insuring the car at our own expense or should the car remain safely off the road uninsured? With VWFS to be liable if it does get stolen or damaged?

Obviously it’s a dynamic situation but there needs to be some clarity ASAP.

[Stan1970]

Just an update from me - my situation is my new car was supposed to be delivered last week and old one collected which of course got cancelled.

Both are with VW - I first had an email telling me that I could extend for a further 6 months on a formal extension - I emailed back saying that I thought you could always extend informally for 3 months and 6 months if you had a car on order and then I got this through which suits me.

Good afternoon

Thank you for email.

Due to the current circumstances we are allowing all customers to informally extend for up to 6 months, you wouldn’t need an order number to do this.

Please confirm via reply if you would like us to confirm a 6 month informal extension on your contract, as stated below this would be at the same terms you are currently paying.

You can also find lots of information on our website at www.VWFinance.co.uk or please call our customer services team on 03301008914, between 9am and 5pm Monday to Friday.

Kind regards

For info they didnt take the payment this month so I am waiting to hear back from them when they will start the DD again.

Hope this helps someone who is waiting for a reply.

[dan12345678910]

roadsmash said:

Yes but this is the confusing bit. All the VWFS PCH contracts state that insurance needs to be in place during the agreement.

For those who have ended their agreement... what’s the standpoint based on the email above?

Should we still be insuring the car at our own expense or should the car remain safely off the road uninsured? With VWFS to be liable if it does get stolen or damaged?

Obviously it’s a dynamic situation but there needs to be some clarity ASAP.

This is the nub of the matter for me too. I emailed them suggesting I will video the car at the end of the lease and send to them and any damage after then would be at their risk. They’ve responded once to check all ok to communicate by email (strange) but not again. My worry is they are saying the car is subject to the usual inspection when they finally can get to it but what does that mean if, for example the car was vandalised or damaged by attempted theft after the end of the lease? Wouldn’t they just say this is the damage on return if the car so I pay which is plainly not on.

[Mark V GTD]

Stan1970 said:

For info they didnt take the payment this month so I am waiting to hear back from them when they will start the DD again.

Based on their current form its more likely you will get a letter telling you that you have missed a payment accompanied by the requisite black mark on your credit file.

[roadsmash]

5.1 and 5.5 in the contract are interesting. They seem to differentiate between “the agreement” and “the hiring.”

If the agreement is terminated, then so is the hire presumably.

They state that the benefit of any insurance is passed to them, but don’t state anything about who has to insure it.

Murky ground.

[IJWS15]

Benjo_30 said:

Received this from VWFS today, note the specific part where they have responded to my question about reimbursing me if I continue to insure the vehicle...

Thank you for contacting Volkswagen financial services. Due to the current circumstances I’m afraid we cannot make an outbound call to you due to our teams working from home.

..............................

If you have any further queries about your finance agreement please visit customer.vwfs.co.uk

• The vehicle will be uninsured and must not be driven;

Under s143 of the Road Traffic Act 1988 it is an offence to use (or permit to be used) a motor vehicle on a road or other public place when there is not in force in relation to the use of the vehicle such a policy of insurance in respect of third party risks as complies with the Road Traffic Act

I had the same on Friday, have pointed out to them that if these conditions apply it will be parked on the road and will need insuring.

My lease ends 21/4 - not a termination. The new car is on order through them.

[Paul_P1]

I've checked my VWFS account this morning and it's stating I have a missed payment, fun and games!!

[Mark V GTD]

Yep - situation normal at VWFS - total mess!

I have just written to them again this morning to ask that they stop taking random unauthorised money from my account and stop demanding money they are not owed. Have also suggested they write to me at my current address (having been here for 18 months).

A complete and utter shambles of a company - but unfortunately for me I love the parent company's cars!