Finance Company not accepting VT letter!

[ClareB]

So, a few days ago I sent an email to Mercedes using the template letter on this site. I also attached a scanned and signed copy that went off recorded delivery. Mercedes have come back to me with a weird reply! See below:

Good Afternoon,

We don’t currently hold an email address for your agreement on our system, so we’re not able to help with your request due to data protection.

For us to be able to help you today, and with any future questions, please contact us.

Unfortunately as we are an inbound call centre we are currently unable to provide a callback service. To discuss your account further please contact us on 0370 847 0700 and select option 5.


We have a number of ways you can get in touch

• Manage your agreement with Mercedes me finance. Change your payment date, amend your address and bank details, make payments and more at mercedes-benz.co.uk/mefinance
• Use our secure online forms at mercedes-benz.co.uk/contactfinance to ask for our help with getting a settlement quote, changing your details etc. You’ll find our opening hours here too
• Call us on 0370 847 0700

Yours sincerely, etc..

I’ve tried ringing, but there is no option 5!! How should I respond? Seems like this is a delay tactic!

[R0b]

It's understandable if they are receiving notice of termination from an unknown email address.

Call the number and get in touch with the customer services team, verify yourself, update your details including any change of address and add an email address. Then, respond to that email and re-issue your notice of termination.

However, you don't need to do that if you have sent off a letter recorded delivery and it will be deemed received once delivered. You can still do the above if you want to cover your back and have written evidence but obviously any payments in between that are due will still need to be paid.