VW FINANCE refusal to acknowledge their blatant mistake

I had an outstanding settlement toward which the buyer of my Vehicle settled the majority directly to VW Finance, leaving me with the remainder to settle.

At this stage, once the buyer had settled their contribution, the settlement letter was still valid.

For the sake of wanting an official reflection that the buyers amount had cleared & to see the exact amount for me to pay, u requested telephonically, any type of verbal affirmation or statement so I could pay that exact amount outstanding.

Over the phone I stated that the original settlement letter is still valid and that I don't wish to draw up another settlement letter incase more interest is incurred and clearly stated MULTIPLE times that I don't wish to pay more than necessary (pertaining to my payable amount on the original settlement letter, being what I owe).

I was then informed that the easiest method is to draw up a new settlement letter, to see the outstanding amount payable. So again, I voice my concerns, and that I want to avoid any unnecessary interest as I do still have a settlement letter valid (which was also confirmed by the person helping me), & again she reiterated that the NEW settlement letter she wanted to get drawn up will NOT have any additional amount payable compared to the current letter.

I received the letter and payed the amount. I then get a hunch just to double check, & low & behold, I was made to pay R803 more than the original letters balance.

I then call VW finance again, by chance end up speaking to the same lady that originally helped me. I explained what happened and that I have never sold a vehicle in my entire life and that I was RELYING on her advise having made my I concerns & requests very clear.

I urge her to go back and listen to the recording, to remind her of the nature of my request and concerns, which she did, came back to me, apologized, told me I was absolutely correct & that I can expect a refund of R803 within the next 3-5 working days, having checked with her manager, who approved the refund while I was on hold.

3 weeks pass, no refund, with many more calls having to explain the situation again from scratch & that the situation had already been reviewed & I had already been promised a refund.

Why should I, at this stage, have to keep fighting and re explaining and chasing up?? Everyone who has claimed to look into the matter simply hasn't got back to me and I keep starting over.

When I request names & numbers, they are impossible to reach or flat out deny that a credit is due to me.

I love how every time you call, you are bluntly reminded that "calls are recorded for quality control" but that this never works in the client's favor. They are NEVER prepared to go back and listen to the EXACT calls which will reveal ALL!

I had urged everyone I had spoken to, to please go back and listen to the original call, AND the call whereby the SAME lady admits her misjudgement and promises me a refund in exactly 3-5 working days.

IT'S JUST PLAIN WRONG!

1- I was a high end client and paid them A LOT of money. I deserve to be treated as such, as does ANY paying client, especially when being VERY specific about the service and advise I sought.

2- I HAVE NEVER SOLD A CAR IN MY LIFE, let alone done their job! Yet I was able to acertain and vocalize my worry of what she was suggesting. How can she not know better than I, me having told her my concerns IN DETAIL, & how can that extent of incorrect advice/service be so easily given having heard my concerns several times ?!

3- I AM DISGUSTED by the pass-the buck-attitude, reluctance to acknowledge their promises, lack of follow-through and just the way in which the matter has been dealt with.

I refuse to have to spend months chasing up to fix their mistake when I am the one being GROSSLY mistreated & made out as though I am taking a chance.

I will never go back to VW as a client or purchase another VW for that matter. It isn't worth the schlep of being treated like a 3rd rate citizen while they get rich.

I DEMAND my credit or I will be airing this matter in the most extensive ways I know how as well as opening a case with the consumer council, as all the proof is not only there, but in my favour.