I originally left a review in January regarding an ongoing breach of contract with Volkswagen. I did not receive a Final Written Response to my complaint, yet the case was closed. That in itself is a clear breach of process and completely unacceptable.

I have since raised a formal dispute with my bank for a chargeback. Despite the matter being in active dispute, Volkswagen have proceeded to issue a default notice. Issuing a default while a formal dispute is ongoing is a breach of agreement.

After my January review, Volkswagen publicly asked me to email with a reference number. I did so immediately and received no response whatsoever.

When I called again yesterday, the situation deteriorated further. The advisor could not locate my file using three separate reference numbers previously provided by Volkswagen. My vehicle registration and VIN number also failed to bring up my records. This raises serious concerns about their internal systems and record keeping.

More concerning, the advisor then discussed airbag issues and named another colleague — clearly referencing the wrong file entirely. I was being given information that did not relate to my case, which constitutes a GDPR breach. This is extremely alarming.

When I asked what I was supposed to do to speak to someone who could resolve this properly, I was told I would need to attend a dealership and ask them to locate the “correct” VIN number myself. It is not the customer’s responsibility to fix Volkswagen’s internal failures.

What began as a straightforward vehicle rejection has escalated purely due to poor handling, lack of communication, and a complete absence of accountability. I have now escalated this matter to my bank and the Financial Ombudsman.

You will likely respond to this review with a generic request to email again. Do not. I expect you to contact me directly and resolve this properly. My vehicle registration is SA23 ZKG. There should be no further excuses for failing to locate my case.

Customer service throughout this entire process has been wholly unacceptable