MellyWelly
Member
Today I called 1-844-98claims. After picking option 2 I got a recording that the hold time would be approximately 16 minutes, which btw is a huge improvement over the 3hrs I waited 2 weeks ago, after 42 actual minutes on hold a claim rep by the name of Bianca answered. I gave her my claim # and asked her what the status of my claim is. After verifying my name and email address she said my claim had been approved by VW and by the 3rd party on November 4, 2016. I told her I've been checking the claim website 20 times a day since October 26th and it still says "We have reviewed all of your documents. Currently, your application contains all the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the Settlement Claims Program and, if applicable, will provide you with a final offer, within ten business days."
Bianca proceeds to tell me she wasn't supposed to tell me my claim was approved, she thought I knew. She said they weren't supposed to tell people until the actual website was updated. I asked her when website would be updated, she said she didn't know.
Next, I proceeded to ask her about the 10 day requirement. I read her the actual court docs that were approved on 10/25 where it says the following (CRB Document 2104 Filed 10/25/16 Page 33 of 158 on the following website: http://www.cand.uscourts.gov/crb/vwmdl)
"C. Defendant shall administer the claims administration process efficiently, expeditiously, and transparently, including by:
1. Accepting claim applications and documentation submitted by mail, fax, and via the claims website;
2. Processing all claims applications and, within 10 business days, or more quickly if reasonable, either (a) notifying consumers that their claim application is complete because it contains all information necessary to determine eligibility, or (b) notifying consumers of any claim application that is deemed deficient, the reasons for the deficiency, and providing clear instructions on how to cure it. If Defendant notifies a consumer that their claim application is deficient, Defendant shall have 10 business days from resubmission of the claims application to notify such consumer whether his or her application is complete;
3. Notifying consumers whether they are eligible for their elected remedy within 10 business days, or more quickly if reasonable, of receiving a completed application;
4. Immediately upon either notification that a consumer is eligible under Subsection C.3 above or the Effective Date, whichever is later, allowing that Eligible Consumer to schedule a Buyback, Lease Termination, or Approved Emissions Modification at any Volkswagen Dealer (or other entity authorized by Defendant) of the Eligible Consumer’s choosing. Defendant shall provide Eligible Consumers the ability to choose from at least three appointment dates, at different times of the day, on different..............."
Bianca said they had 20 days, 10 days in house to approve and then the 3rd party has 10 days. I asked her to show me in the court settlement docs where it says that. She referred me to https://www.vwcourtsettlement.com/
1. click on Exhibit 3 - Long Form (https://www.vwcourtsettlement.com/e...nt Agreement/Exhibit 3 - Long Form Notice.pdf)
2. she said on page 8 it says they have 10 days in house and then 10 days 3rd party.
I replied and told her that isn't the doc approved by the courts on October 25th. She said it's a doc given to / sent to all class participants. I again told her about the actual court doc site and that no where in the approved settlement docs does it say they get an extra 10 days.
I then proceeded to tell her that my docs were approved on Oct 26th, and you have 10 business from Oct 26th to send me my offer letter. I told her the 10 business is up at midnight tonight. She continued to stick to her story that they had 20 days.
She said my docs were approved on Nov 4th so they still have 6 more days to send me that offer letter.
I asked to speak to a supervisor. She told me there were no supervisors available. I asked her if there is a supervisor in the building. She said yes. I asked her how she knows they are not available. She replied that she sees them working with other agents. I replied that I would wait on the line. Bianca then proceeded to tell me that I couldn't tie up the line waiting, the supervisor would need to call me back. I told her I waited almost 3 hrs on hold the other week, so waiting for a supervisor shouldn't and wouldn't be an issue. She still refused to get her supervisor. I asked her for her agent/claim rep #, she said they don't have numbers. She said she is the only Bianca. I asked her then what location she was working from, she said Auburn Hills, MI.
I doubt I get a call from a supervisor. At this point I am extremely frustrated. I need this monkey off my back. I owe $20,000 on a car that is worth about half that. I've got 83,000 miles on the original tires with winter coming. I'm not putting new tires on a car I'm getting rid of. Parking the car not an option. I just need this to be over - quickly. I know I'm not alone. I know there are others in worse shape than me.
Bianca proceeds to tell me she wasn't supposed to tell me my claim was approved, she thought I knew. She said they weren't supposed to tell people until the actual website was updated. I asked her when website would be updated, she said she didn't know.
Next, I proceeded to ask her about the 10 day requirement. I read her the actual court docs that were approved on 10/25 where it says the following (CRB Document 2104 Filed 10/25/16 Page 33 of 158 on the following website: http://www.cand.uscourts.gov/crb/vwmdl)
"C. Defendant shall administer the claims administration process efficiently, expeditiously, and transparently, including by:
1. Accepting claim applications and documentation submitted by mail, fax, and via the claims website;
2. Processing all claims applications and, within 10 business days, or more quickly if reasonable, either (a) notifying consumers that their claim application is complete because it contains all information necessary to determine eligibility, or (b) notifying consumers of any claim application that is deemed deficient, the reasons for the deficiency, and providing clear instructions on how to cure it. If Defendant notifies a consumer that their claim application is deficient, Defendant shall have 10 business days from resubmission of the claims application to notify such consumer whether his or her application is complete;
3. Notifying consumers whether they are eligible for their elected remedy within 10 business days, or more quickly if reasonable, of receiving a completed application;
4. Immediately upon either notification that a consumer is eligible under Subsection C.3 above or the Effective Date, whichever is later, allowing that Eligible Consumer to schedule a Buyback, Lease Termination, or Approved Emissions Modification at any Volkswagen Dealer (or other entity authorized by Defendant) of the Eligible Consumer’s choosing. Defendant shall provide Eligible Consumers the ability to choose from at least three appointment dates, at different times of the day, on different..............."
Bianca said they had 20 days, 10 days in house to approve and then the 3rd party has 10 days. I asked her to show me in the court settlement docs where it says that. She referred me to https://www.vwcourtsettlement.com/
1. click on Exhibit 3 - Long Form (https://www.vwcourtsettlement.com/e...nt Agreement/Exhibit 3 - Long Form Notice.pdf)
2. she said on page 8 it says they have 10 days in house and then 10 days 3rd party.
I replied and told her that isn't the doc approved by the courts on October 25th. She said it's a doc given to / sent to all class participants. I again told her about the actual court doc site and that no where in the approved settlement docs does it say they get an extra 10 days.
I then proceeded to tell her that my docs were approved on Oct 26th, and you have 10 business from Oct 26th to send me my offer letter. I told her the 10 business is up at midnight tonight. She continued to stick to her story that they had 20 days.
She said my docs were approved on Nov 4th so they still have 6 more days to send me that offer letter.
I asked to speak to a supervisor. She told me there were no supervisors available. I asked her if there is a supervisor in the building. She said yes. I asked her how she knows they are not available. She replied that she sees them working with other agents. I replied that I would wait on the line. Bianca then proceeded to tell me that I couldn't tie up the line waiting, the supervisor would need to call me back. I told her I waited almost 3 hrs on hold the other week, so waiting for a supervisor shouldn't and wouldn't be an issue. She still refused to get her supervisor. I asked her for her agent/claim rep #, she said they don't have numbers. She said she is the only Bianca. I asked her then what location she was working from, she said Auburn Hills, MI.
I doubt I get a call from a supervisor. At this point I am extremely frustrated. I need this monkey off my back. I owe $20,000 on a car that is worth about half that. I've got 83,000 miles on the original tires with winter coming. I'm not putting new tires on a car I'm getting rid of. Parking the car not an option. I just need this to be over - quickly. I know I'm not alone. I know there are others in worse shape than me.
