Help and Advice VW Finance

Nemos_Mum68

Hello lovely Money Saving People,
I have a strange request for some advicve please.  I had a loan agreement with VW Finance for a Van for my husband - not business - just a personal use van for fishing! During COVID we struggled with a couple of payments, which were late (not missed) .... when the ballon payment was due a couple of months ago, we wouldnt afford it, and VW would not finance it so we could keep the van.  All they would say that if we did not pay the ballon payment within a certain amount of days the baillifs would be attending.  I kept ringing, I was passed pillar to post to try and keep the van as we had paid for 4 years, no actual missed payments and we wanted help to finance the ballon payment.  We knew our credit rating wasnt the best after COVID. However, long story short, the last phone call said "we can do nothing and it has been passed to bailiffs.". I managed to sell the van privately, make a small profit for an other and paid the ballon payment all within a couple of days.  Now, out of the blue we have had a letter from VW saying that it has come to their attention that they did not handle customer queries regarding late payments/debt difficulities well, and are paying a £400 good will payment. My question to you lovely people is that becuase we went through absolute hell with this process and the worry of loosing our transport, can I still submit a formal complaint to VW as this "payment" seems to be a little sweetener because they have been caught out by how rude and unhelpful they were, probably to many people, when people asked for help. Thank you in advance. 

MattMattMattUK

Nemos_Mum68 said:

Hello lovely Money Saving People,
I have a strange request for some advicve please.  I had a loan agreement with VW Finance for a Van for my husband - not business - just a personal use van for fishing! During COVID we struggled with a couple of payments, which were late (not missed) .... when the ballon payment was due a couple of months ago, we wouldnt afford it, and VW would not finance it so we could keep the van.  All they would say that if we did not pay the ballon payment within a certain amount of days the baillifs would be attending.  I kept ringing, I was passed pillar to post to try and keep the van as we had paid for 4 years, no actual missed payments and we wanted help to finance the ballon payment.  We knew our credit rating wasnt the best after COVID. However, long story short, the last phone call said "we can do nothing and it has been passed to bailiffs.". I managed to sell the van privately, make a small profit for an other and paid the ballon payment all within a couple of days.  Now, out of the blue we have had a letter from VW saying that it has come to their attention that they did not handle customer queries regarding late payments/debt difficulities well, and are paying a £400 good will payment. My question to you lovely people is that becuase we went through absolute hell with this process and the worry of loosing our transport, can I still submit a formal complaint to VW as this "payment" seems to be a little sweetener because they have been caught out by how rude and unhelpful they were, probably to many people, when people asked for help. Thank you in advance. 

I think that you will not get anything more. Yes their customer service was not great, but with the finance you should have handed the van back if you were unable to finance the balloon payment, not kept the van. 

born_again

Take the £400.
Before they withdraw the offer.

So a PCP that you knew had a balloon payment, to keep the van. Yet hoped that VW would refinance it for you. In reality that is personal loan territory, as while some will, others will not as they are focused on their PCP deals.

For them to say send the bailiff's must have meant that you were not handing the van back to them as per PCP agreement you had, once they said they would not refinance.

Arunmor

Take the money.