Narvelous81
Member
Just got off the phone with claims. Green checkmarks since November 10th. They said offer letter was generated on the 16th of January and is i the hands of the auditor. Now I wait 10 business days right?
Two Month Club
- Thread starter Green Hare
- Start date
Vin Biodiesel
Veteran Member
- Joined
- Apr 2, 2004
- Location
- East Central Wisconsin
- TDI
- 2003 Jetta, 2010 JSW, 2014 J$W, 2013 Pa$$at, 2014 Pa$$at, 2015 Pa$$at
Note to all. This works to unstick your claim (loan and lease issues aside). I have four cars I am turning in, all paid for. I have been stuck on step 17 for over a month. Looking at the spreadsheet, most received same or next day service. So, as a test, I sent the email for one of the cars, just as written including my claim number, name and phone number. The next day, I got a nicely worded "sorry but we can't help you" email in response. But wait, there's more! The next day I received the notification from the claims portal that I can schedule my appointment. Did the same for the other three, same great result except I never got the "sorry" email on the last one.Success !!
So I called and chatted again and received the the same replies - Need to be patient, they are hiring more staff to help etc..
So last night I sent off a short simple email to all of the claims supervisors:
I am wondering if you can help out with claim being stuck on step 15 for over two months now.
My claim number is XXXXXXX
Well since then I have only heard crickets and when I called support a few times the replay always was that my claim was in process.
Is there anything else I can do to speed up the process?
Thank you.
Claim supervisors
marc.ferzan@ankuraconsulting.com,
ed.bell@ankuraconsulting.com,
terrence.brody@ankuraconsulting.com,
gary.wingo@ankuraconsulting.com
This morning I received the offer email
Oh Happy Days! Thank you EPA! Thank you Volkswagen!
sleek98
Well-known member
Anddddd I got my offer this morning.
Signed sealed and sent back within 45 minutes. I will see how long this takes to be able to schedule the appt.
Signed sealed and sent back within 45 minutes. I will see how long this takes to be able to schedule the appt.
Last edited:
BchViking60
Member
Thank you Vin Biodiesel. Here is what I have e-mail to VW claims:
I am wondering if you can help out with claim being stuck on step 16. I am on hold because the claims folks failed to get the correct loan payoff amount for my Jetta. In the offer letter VW lists my payoff as $7334.17; however the actual payoff amount is $20, 250.23. Those figures were as of 19 Jan 2017 and the payoff amount increases daily. Whomever, calls for my payoff needs to verify the correct loan number (see notes taken by your reps, and they also need to verify the vehicle when they speak with my credit union). Honestly, it will only take less than 2 mins to receive the correct payoff amount. Please note that I have also been trying to resolve my claim since early Nov but the process keeps slipping.
My claim number is XXXXX
I have been told it will be resolved in 72 hours, 3 days, then 3 business days and finally 3 to 5 business days. Whenever I call your support line the replay always is that my claim is processing. Is there anything else I can do to speed up the process?
I am so over VW. They have totally messed up this process. I hate to say but my faith is VW corporate is shot and I will never own another VW.
I am wondering if you can help out with claim being stuck on step 16. I am on hold because the claims folks failed to get the correct loan payoff amount for my Jetta. In the offer letter VW lists my payoff as $7334.17; however the actual payoff amount is $20, 250.23. Those figures were as of 19 Jan 2017 and the payoff amount increases daily. Whomever, calls for my payoff needs to verify the correct loan number (see notes taken by your reps, and they also need to verify the vehicle when they speak with my credit union). Honestly, it will only take less than 2 mins to receive the correct payoff amount. Please note that I have also been trying to resolve my claim since early Nov but the process keeps slipping.
My claim number is XXXXX
I have been told it will be resolved in 72 hours, 3 days, then 3 business days and finally 3 to 5 business days. Whenever I call your support line the replay always is that my claim is processing. Is there anything else I can do to speed up the process?
I am so over VW. They have totally messed up this process. I hate to say but my faith is VW corporate is shot and I will never own another VW.
sleek98
Well-known member
Signatures accepted in 35 minutes. I am about to schedule my turn in.
First turn in date is march 10th.
First turn in date is march 10th.
Buellboy
Member
- Joined
- Jul 18, 2011
- Location
- Front Range, CO
- TDI
- 2002 New Beetle TDI (STINK BUG) - Daily Driver; 2014 JSW (Buy Back Complete; 2009 Sedan (160K at Trade)
Documents approved November 8, 2016. Offer letter received yesterday morning, notarized and returned. Approved in 15 minutes, appointment scheduled March 18. Long winding road but there is a light at the end of the tunnel!
Tenebrae
Veteran Member
I posted in the "stuck on step 15" thread as well, but I am happy to report that I finally got my offer and now have an appointment set for March 10th.
For the record, I emailed Class Counsel a few times, spoke to Alex Larabee twice, and had an outstanding loan with Capital One. I also tweeted a couple times, but did not include any personal info so there's no way those really did anything other than add a random name to the growing pile of dissatisfied TDI owners. I did not email the VW execs.
My timeline
Documents uploaded: 10/27/2016
Step 15: 11/08/2016
Offer received: 01/25/2017
Uploaded notarized offer: 01/26/2017 6:39 PM
Approved: 01/26/2017 9:29 PM
Buyback set for: March 10, 2017
My offer letter is dated November 26, 2016. Took them 2 months to get it to me.
I guess they are finally working through whatever pile we were in.
It is worth noting that I got married not too long ago and so some of my documents (the loan) are in one name, and others are in my new name. When I sent in my original documents back in October, I scanned both my old and new licenses together into one document. I wonder if that + Capital One loan put me into the "weird" pile, or if it was just random?
Well, off to pay for registration and plates for a car that I won't have for more than a month and a half!
-T.
For the record, I emailed Class Counsel a few times, spoke to Alex Larabee twice, and had an outstanding loan with Capital One. I also tweeted a couple times, but did not include any personal info so there's no way those really did anything other than add a random name to the growing pile of dissatisfied TDI owners. I did not email the VW execs.
My timeline
Documents uploaded: 10/27/2016
Step 15: 11/08/2016
Offer received: 01/25/2017
Uploaded notarized offer: 01/26/2017 6:39 PM
Approved: 01/26/2017 9:29 PM
Buyback set for: March 10, 2017
My offer letter is dated November 26, 2016. Took them 2 months to get it to me.
I guess they are finally working through whatever pile we were in.
It is worth noting that I got married not too long ago and so some of my documents (the loan) are in one name, and others are in my new name. When I sent in my original documents back in October, I scanned both my old and new licenses together into one document. I wonder if that + Capital One loan put me into the "weird" pile, or if it was just random?
Well, off to pay for registration and plates for a car that I won't have for more than a month and a half!
-T.
GearHd6
Well-known member
Hey, what do ya know! We just got our offer letter.
nick1994
Well-known member
Everyone, there is some light at the end of the tunnel.
Got to step 15 on 11/1/16 and this morning received the offer letter. I have never called the claims portal number or anything. Have just sat here waiting somewhat patiently.
Got to step 15 on 11/1/16 and this morning received the offer letter. I have never called the claims portal number or anything. Have just sat here waiting somewhat patiently.
Congrats on getting a date, I am also in march the 15th to be exact I guess we shouldn't be surprised the earliest is almost a month and a half away.
Nickjesseo
New member
I highly suggest emailing the vw executives listed in this thread I was in the same place last week waiting over 2 months for my other letter sent a very detailed calmly worded email to them and 1 day after I received my offer letter TODAY the day I've been waiting 2 months for
I know exactly why I am stuck on step 15.
Docs uploaded Oct. 4th.
Step 15 on Nov 3rd.
VW is now saying that they must contact the bank and will not accept a faxed payoff prior to bank contact even though they have previously had me fax my payoffs to both their 6601 & 6602 numbers. This new claim is yet another process shift from previous claim rep statements. Prior to faxing my payoffs they had attempted contact with my bank twice outside of business hours. I have had claims reps and VW cares reps note my claims that my bank must be contacted between 8am and 6pm mountain time. Multiple contact attempts have been noted on both of my claims well after the timeframe notation and every single dang contact attempt has been outside of those noted hours. Multiple claims reps have verified the timeframe notation on both claims. The aggravation and delay is deliberate at this point.
I'll be digging up the exec emails next because I just want to get this over with.
Note: I say claims because I have 2 jettas and am stuck in that situation due to a ****ty divorce (she cheated on me and refused to attend counseling). For a single person with two car payments and mandatory alimony (never get married or divorced in Colorado - the laws changed and will screw you) this situation is exceptionally frustrating for me and I apologize if that comes through too much.
Docs uploaded Oct. 4th.
Step 15 on Nov 3rd.
VW is now saying that they must contact the bank and will not accept a faxed payoff prior to bank contact even though they have previously had me fax my payoffs to both their 6601 & 6602 numbers. This new claim is yet another process shift from previous claim rep statements. Prior to faxing my payoffs they had attempted contact with my bank twice outside of business hours. I have had claims reps and VW cares reps note my claims that my bank must be contacted between 8am and 6pm mountain time. Multiple contact attempts have been noted on both of my claims well after the timeframe notation and every single dang contact attempt has been outside of those noted hours. Multiple claims reps have verified the timeframe notation on both claims. The aggravation and delay is deliberate at this point.
I'll be digging up the exec emails next because I just want to get this over with.
Note: I say claims because I have 2 jettas and am stuck in that situation due to a ****ty divorce (she cheated on me and refused to attend counseling). For a single person with two car payments and mandatory alimony (never get married or divorced in Colorado - the laws changed and will screw you) this situation is exceptionally frustrating for me and I apologize if that comes through too much.
gulfcoastguy
Veteran Member
Fax? My office hasn't had a fax machine for years. Everything is scanned and emailed or the original word etc. files are attached and emailed. There is other specialized software that doesn't apply.
sandmansans
Veteran Member
You'd be surprised. There are still lots of folks that use fax. It's a lot easier /straightforward especially for those who aren't tech savvy I've noticed. I use my work fax almost daily to send and receive docs from clients that prefer this method.
Also fax does have the advantage of letting you know (for the most part ) that the recipient received/read your document. Enterprise/exchange email servers do, but for most folks using freebie gmail/yahoo/aol/Hotmail etc. It's not included.
Sent from my SM-N910V using Tapatalk
6DOF
Veteran Member
- Joined
- Sep 16, 2006
- Location
- Senatobia, MS
- TDI
- 2011 TDI Jetta 6MT Premium, 2012 TDI Jetta DSG Premium
Last week I called my FedEx Employee credit union and asked them to fax over the payoff amounts to the VW claims dept on both VW's that have been waiting an offer letter since Nov 4th. We have gotten offers on both cars in the past 10 days. Coincidence, I doubt it. I don't believe in coincidences. My advice is to have your lender fax the 10 day payout to the VW claims dept even if they haven't asked you too. What can it hurt?
Last edited:
PacCoastFwy923
Veteran Member
- Joined
- Feb 21, 2008
- Location
- Oakland
- TDI
- 2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
I'm surprised they didn't say, "Fax? We overnight payoff quotes!"
I like your avatar pic. We track ship no. 665 because it shares its name with my oldest. Doesn't make it out to OAK as frequently as it used to.
I like your avatar pic. We track ship no. 665 because it shares its name with my oldest. Doesn't make it out to OAK as frequently as it used to.
Stumiester
Active member
(results of my efforts to speed things along by writing the letters)
Dear Mr. ------------,
Thank you for contacting the Claims Supervisor personnel at Ankura Consulting.
We have been appointed by the Court to serve as the independent Claims Supervisor to oversee Volkswagen’s progress and compliance with the settlement. Among other things, the Claims Supervisor has the responsibility to monitor Volkswagen’s compliance with the claims process in accordance with the express terms of the Resolution Agreements submitted by the parties and approved by the Court. Please understand that we do not work for Volkswagen and we are not administering the claims process.
The Claims Supervisor will continue to monitor each claim that Volkswagen receives, as well as the company’s timeliness in the review process, and report the results so that issues related to Volkswagen’s compliance with the Resolution Agreements may be addressed by the parties with the Court.
Because Volkswagen is administering the claims process, only they may provide information for specific claims. Therefore, we ask that you reach out directly to Volkswagen’s customer support center for information on your situation. We are aware that Volkswagen is experiencing delays with claimants who have third party loans. If you are within this category, that is you do not have a loan with Volkswagen Credit Inc. or Audi Financial Services, you may wish to contact Volkswagen’s support center and navigate through the following prompts offered by the Hotline: 1-1-2.
If you still have questions regarding your claim or the claim process more generally, you may choose to confer with Class Counsel, as they have been appointed to represent you in this matter. Contact information for Class Counsel can be found in the Long Form Notice, or they may be reached at info@vwclasscounsel.com.
We appreciate your correspondence and providing us valuable insight into the Volkswagen claims program consumer experience. We will certainly take your comments into consideration as we undertake our ongoing reporting responsibilities.
Thank you again for your correspondence.
Sincerely,
Ankura Consulting Group, LLC
Dear Mr. ------------,
Thank you for contacting the Claims Supervisor personnel at Ankura Consulting.
We have been appointed by the Court to serve as the independent Claims Supervisor to oversee Volkswagen’s progress and compliance with the settlement. Among other things, the Claims Supervisor has the responsibility to monitor Volkswagen’s compliance with the claims process in accordance with the express terms of the Resolution Agreements submitted by the parties and approved by the Court. Please understand that we do not work for Volkswagen and we are not administering the claims process.
The Claims Supervisor will continue to monitor each claim that Volkswagen receives, as well as the company’s timeliness in the review process, and report the results so that issues related to Volkswagen’s compliance with the Resolution Agreements may be addressed by the parties with the Court.
Because Volkswagen is administering the claims process, only they may provide information for specific claims. Therefore, we ask that you reach out directly to Volkswagen’s customer support center for information on your situation. We are aware that Volkswagen is experiencing delays with claimants who have third party loans. If you are within this category, that is you do not have a loan with Volkswagen Credit Inc. or Audi Financial Services, you may wish to contact Volkswagen’s support center and navigate through the following prompts offered by the Hotline: 1-1-2.
If you still have questions regarding your claim or the claim process more generally, you may choose to confer with Class Counsel, as they have been appointed to represent you in this matter. Contact information for Class Counsel can be found in the Long Form Notice, or they may be reached at info@vwclasscounsel.com.
We appreciate your correspondence and providing us valuable insight into the Volkswagen claims program consumer experience. We will certainly take your comments into consideration as we undertake our ongoing reporting responsibilities.
Thank you again for your correspondence.
Sincerely,
Ankura Consulting Group, LLC
Narvelous81
Member
Got a call Saturday night from VW saying that my final offer should be in my email no later than Wednesday of this week.
Then, got an email Monday afternoon requesting previous registration. Called the claims line and the lady said that they need registration from 2015. Looked in my glovebox and couldn't find 2015 registration. I have 2014, 2016 and 2017. So I went over to the DMV to see if I could get a copy of 2015 registration. Well, in Texas, DMV doesn't keep a record of previous registrations. Once you renew for the year, the old registration automatically deletes out of their system.
So, I faxed in a small note and 2014's registration to VW hoping that will suffice. Did that Monday night.
Green check marks since November 10th.
Then, got an email Monday afternoon requesting previous registration. Called the claims line and the lady said that they need registration from 2015. Looked in my glovebox and couldn't find 2015 registration. I have 2014, 2016 and 2017. So I went over to the DMV to see if I could get a copy of 2015 registration. Well, in Texas, DMV doesn't keep a record of previous registrations. Once you renew for the year, the old registration automatically deletes out of their system.
So, I faxed in a small note and 2014's registration to VW hoping that will suffice. Did that Monday night.
Green check marks since November 10th.
gulfcoastguy
Veteran Member
I guess it would have made too much sense forth to have said that in their original request. I have 2017 and 2016 on hand but I'll have to dig to find any older. I uploaded the 2017 to them nearly a week ago.
yamaguy
Veteran Member
- Joined
- Mar 27, 2011
- Location
- Chicagoland
- TDI
- 2012 Passat SE 6man TDI, 2014 F-350 PSD, 2003 F-350 7.3 PSD, John Deere 2032R, Cub Cadet 882
Bumping the VW executives email for those that may need it. I just emailed them about my last car which is in limbo...After chats and calls to portal people didn't help (I'd been stuck at #15 since Nov 8) I called the lawyers. Lawyer said he'd help. 2-3 days later nothing, so yesterday I emailed a very nice and polite and factual email letter to the 3 top VW executives: mark.mcnabb@vw.com, robert.martell@vw.com, hinrich.woebcken@vw.com head of operations, head of communications, and CEO US, respectively.
By the 5 pm yesterday a senior assistant called me back and expedited my application. I got my approval letter minutes later. Today we completed the notary work and at 5 pm my senior assistant called back and within 5 minutes I was approved for buyback. Said she, "Fastest ever!"
OK, now time for a new Alltrack!
I got the same generic response from the consulting company executives when I emailed last week, so frustrating. Had to take a step back and block it all out again......
So then I FINALLY get my offer today! Was really losing faith lately. Submitted Nov 18 and Approved Feb 1. Now no appts available until late March unless I want to drive over an hour away which I might do just so I can get a 3/7 appointment.
So then I FINALLY get my offer today! Was really losing faith lately. Submitted Nov 18 and Approved Feb 1. Now no appts available until late March unless I want to drive over an hour away which I might do just so I can get a 3/7 appointment.
yamaguy
Veteran Member
- Joined
- Mar 27, 2011
- Location
- Chicagoland
- TDI
- 2012 Passat SE 6man TDI, 2014 F-350 PSD, 2003 F-350 7.3 PSD, John Deere 2032R, Cub Cadet 882
Last night at about 8:30pm CT I copied and pasted the nice letter provided above too the the VW executives and the class management people. This morning at 10:04 AM CT I received my offer letter!!!! (only waiting about a month which is still fast ). Thanks to the Palouse and the other member that posted email addresses!!!!
saylor
Member
I've been waiting on an email from vw for a final appointment. All docs were approved 2 weeks ago. When I logged into the portal this morning I was able to schedule a return appointment for March 17th. Just thought I'd give an FYI they aren't emailing that you can make an appointment like they do when they need docs or whatever. Don't keep waiting on your email. Log on to the portal and try. I'm so stoked. St. Patrick's day is definitely lucky!
Narvelous81
Member
So I faxed them my "previous registration" on Monday night. Today, get an email requesting "Proof of vehicle acquisition" so I faxed them a bill of sale today.
Good lord, I am the only owner of this 2014 Passat. Been waiting for a final offer since November 10th.
Good lord, I am the only owner of this 2014 Passat. Been waiting for a final offer since November 10th.
gulfcoastguy
Veteran Member
They emailed me the same day that I uploaded my signed documents to them. Or today.Of course the earliest time was March 20.
kjohnson129
Active member
Faxing payoff is a good idea. Wish I would have done that a month ago, been approved since early November.
843tdi
Veteran Member
I keep thinking about doing this as well but it really didn't seem to help others I just think those that got offers it was their time. On a positive note though I keep watching the dates in this thread and it's starting to get closer to the mid November dates so hopefully not much longer for us with green check marks since then.
Stumiester
Active member
Maybe this letter does work, I got my offer, 3 days after of course it's now Saturday...
6DOF
Veteran Member
- Joined
- Sep 16, 2006
- Location
- Senatobia, MS
- TDI
- 2011 TDI Jetta 6MT Premium, 2012 TDI Jetta DSG Premium
That tail number was N406FE - A310-200 and was scrapped in Victorville 5 years ago. Beer cans now I guess. That AC was the tail number for one of our flight simulators that I was an engineer on back then. I have moved on to visual models now...
The credit union does overnight payoffs too, for a small fee but can not FedEx to a P.O. Box. I am cheap so opted for the fax.
The 2011 is scheduled to be returned on Feb 25, and the 2012 on March 25. We will make over 22K in straight up profit (including the gift cards) from these 2 transactions. I couldn't be happier with the end result. Shovelling through the paperwork and wait time is a pain but the end result is well worth the hassle. This is the first time we have ever ended up on the winning side of a lawsuit. I have already replaced the 2011 with a 2013 GLI 6MT and we are very happy with it. Bought it used certified from our local VW dealer, they gave us an excellent interest rate and we also got a new clutch out of it as the original was found to be slipping. The GLI is a turbo charged gasser and is comparable to the 2011 TDI 6MT that we had the EGR/DPF delete and Malone tune done. No need to worry about the DPF or HPFP on the gasser either.
Happy motoring
Last edited: