They are not sure of the cause of the damage (they suspect), yet they have the nerve and cer*****y to bully a client to a claim rejection

It is quite sad to have to deal with organisations that think it is okay to give customers an arrogant and bullying gesture when they need them the most. Here goes my story: My vehicle just went off on me and the engine light came on. I am a client of VW who is in good standing and who has a motor warranty and a maintenance plan, but I got a shock of my life that has now altered my entire financial situation for the next, I don't know how long.

VW took my car in and the feedback they gave me was that, "they suspect fuel contamination", therefore this is not a warranty claim and they basically rejected my claim. I subsequently and obviously requested proof and a written confirmation of such statements as this suggested that I would have to claim recourse from whoever liable. It was quite shocking to hear that VW could not provide me with written proof of their allegation, had the nerve to even put it in writing that, this was a "suspicion" and if I wanted written proof, they have to send a sample for testing, which I have to pay for.

I must say, this really feels like one is being taken for a ride and I wanted those who can find this to know about it. I have been in the insurance and finance industry for years, never have I ever seen a claim being rejected for something which the insurer claims not to cover, yet the very same insurer is number one, not even sure that the damages were caused by an excluded incident and number two, the insurer expects a client who is in good standing to pay for a service/process that the insurer has to undergo to confirm rejection/cover. What a joke and who the hell was the product and pricing model designer of such a product, who would expect such nonsense.

This is the horrible service I recently received from VW SA via their Centurion Autohais dealer and I dealt with Lorran Duncker.

I would really like to hear the regulator/ombudsman's view on this one.