Credit Report Question: VW / Audi Finance

[ArcticShark]

Hi all,
Long time reader, first time poster here.

Thank you in advance for taking the time to read this and hopefully give some advice if you’ve been in a similar situation or can help.

OH has been a long time VW finance customer, took out a PCP deal back in 2015 and changed the car once since. As we are now applying for a mortgage We have had to VT (Voluntary Terminate) the car. As we were 6 months early to VT We were given a settlement figure for £2890. VW Finance however, sent the incorrect settlement figure with a request to pay the full sum within 14 working days.

OH then requested the correct amount over the phone, via email and even through complaints procedure. All along trying to get through to someone at VW Finance to make the settlement payment. Due to covid 19 their Customer Service team we’re not contactable.

VW eventually sent the updated/correct sum 12 days after the deadline. The sum was settled within 24hours of receiving it.

However, VW have now marked [6] late payments on the account and updated Experian and Equifax. The 6 missed payments are the future VT payments - which hadn’t even occurred yet.

Having never missed a payment for any account, keeping VW finance in good standing order throughout the agreement, are VW finance allowed to mark a late payment for an incorrect sum. Especially adding 6 missed payments in a single entry?

They failed to answer calls due to closing call centre. Marked an account with 6 late payments when not a single payment was missed?

Please do advise, thanks!

Thank you for your reply, we did eventually get through to their call centre, however it seems staff are working from home and have limited access to the system. Over the past 6 days, we’ve spoken to 5 different people, all of whom have confirmed there are no late payments on the account - it is settled and none were missed.

However, the records supplier to Experian and Equifax say otherwise.

Doing the run around like headless chickens :(

Have you been able to process the VT or do you still have the car?

VT has been processed, final payment made - no money owed. However, British Car Auctions (BCA) who collect the car on behalf of Audi VW are currently closed due to Covid19.

We’ve therefore had to extend the insurance until BCA opens up and collects the vehicle.

There's a online form to log a complaint. Best thing is to send them a copy of your credit file and ask them to update the information. They may still expect it to show some missed payment marker as you were late.

I'm surprised they haven't collected the car either so I would encourage them to do that asap.

Hi thank you for your reply, I understand a missed payment of sort may still show. Frustrating that it’s 6 missed payments and not 1, combined with sending the wrong sum really has made this a truly bizarre situation.

We’ve essentially got a car insured on the drive, with no finance agreement - no collection date.

Yes, I think it's worth putting in writing that the car is ready for them to collect at any time. Just in case they try to argue that you obstructed collection in anyway.