VWFS - Complaint Rejected

[jimmeh]

Good morning all,

I was hoping to seek some guidance before I take my next steps – just to make sure I am on the right track. I VT’ed an Audi, financed on a PCP through VWFS. I will give a run down of the order of events:

24 January – Sent an email notification of voluntary termination.

6 February – Car was inspected and collected – inspection found no issues and was told no charges for damage.

20 February – Received Audi Letter 1.pdf*- invoice for end of contract charges. None listed.

29 February – Received Audi Letter 2.pdf*- statement of account, balance £0.

27 March – Received Audi Letter 3.pdf* stating agreement is in arrears £378.42.

2 April – Submit contact form on VWFS website to query charges:

I voluntarily terminated my contract in January/February of this year. When the inspection was done, I was told that there were no charges - the two subsequent pieces of communication I have had from you did not list any charges either. I have received a letter today stating that I am overdue £378.42 - Please provide an explanation / breakdown of this as this is the first I have heard of it and, as far as I am concerned, I am not due to pay anything.

20 April – Received Email Response stating it’s for excess mileage -*EOC Response 1.pdf

20 April – I respond with modified template from guide (can be seen in attachment for 22 April).

20 April – Receive chase letter 1 from Themis Recoveries -*Themis 1.pdf

22 April – I receive a response from VWFS regarding email sent on 20 April. Treating as a complaint and will have an answer within 8 weeks.*EOC Response 2.pdf

[jimmeh]

29 April – Receive chase letter 2 from Themis Recoveries. -*Themis 2.pdf

9 May – I receive Letter 4.pdf*from Audi stating that account is still in arrears.

13 May – I receive Letter from Blake Morgan chasing the debt. I speak to Blake Morgan to let them know that I have an outstanding complaint – they agree to put the account on hold until it is resolved. -*Blake Morgan 1.pdf

26 May – I receive email from Audi rejecting my position and confirming that charges are still due.*RET-228047-Final Response Letter (Regulated) - Audi-20052020 (002).pdf


As I understand it, my next step is to complain to the FOS and I see that there is a template for doing this in the guide. The only argument that they are using is that the excess mileage charge is contractual, and I signed in agreement when I took out the contract. Am I right in understanding that I am probably in quite a strong position to argue this?
What should I expect to happen after I submit a complaint to the FOS?

*

[jimmeh]

R0b*HI - was hoping to get your opinion if you are available / have a few minutes? :-D*

[R0b]

Hello

Everything in the VT guide is the latest view of mine and your Audi position doesn't change that - there is sufficient information in the guide for you to make an informed decision. Recently, some people have posted on here that FOS are have been looking into excess mileage and have had some success with VWFS in getting the charges dropped.

I'm trying to limit my responses where legal proceedings are not issued because I don't have time to respond to every post and repeat what I've already said in the guide, hence why I put it together for people who wish to challenge that position, they can deal with the majority of the steps themselves.

Whether you decide to go the FOS route or wait and see if they issue proceedings or pay up is entirely a decision for you to make and only you can decide what is best.