Hi! I'm wondering if anyone has dealt with the similar problem. I received my offer for the Emissions Modification back in January and was waiting this whole time for the approval of the modification. Modification for my car model finally got approved this summer. During the time of signing my original offer there was a clause saying that you can change back to buyback later. I decided to change to buyback last month, so I called claims customer service and the lady I spoke to has told me that I can go ahead and change my option to buyback. All they had to do is reset my account and I needed to go back and fill out the info to get my new offer. I went to my account and started from scratch. I entered all of my info and it gave me a message saying that the only option I now have is emissions modification and the amount I will get is 50% less than what my original offer from January was. I am beyond pissed. I keep calling VW claims and they keep telling me that there is nothing they can do, because resetting the account basically wipes off the old offer. I later found out that I'm not getting the buyback option, because I bought my car when my lease was over in August 2016 and supposedly the cut off date was June 28, 2016. No one has ever told me that when they said they will reset the account (I would never agree to it if I knew this). Also, how come back in January I was eligible even though I entered the exact same info...very suspicious. I am very frustrated with this whole process and I don't know what should I do now to get the amount I was quoted in my offer from January. Last time VW claims told me to send an email to their claim appeal committee and ask for appeal. I have sent them two emails already in last month, but no one is replying to me. Has anyone experienced something similar? What did you do? I just don't want to lose money because their staff is so uneducated when they give advice and tell you "sure you can change to buyback"...what is the claims appeal processing time?
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