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VW buybacks and lease terminations to begin

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Earlier this year, the FTC sued Volkswagen for falsely claiming that its diesel cars had low levels of harmful emissions. A federal judge approved the FTC order that requires Volkswagen to provide up to $10 billion to owners and lessees of VW and Audi 2.0 liter diesel cars. Here are some pointers for people who own or lease a 2009 to 2015 VW TDI Beetle, Golf, Jetta, Passat or Audi TDI A3.

  • You have until September 1, 2018 to submit a claim. You can change your mind about which option you want until you bring your car in to VW.
  • You can submit a claim on, or call 1-844-98-CLAIM to request a paper claim form. In order to complete your claim, you will need certain documents, including the vehicle title and proof of registration.
  • After you submit your claim, VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible.
  • After you have been confirmed to be eligible, VW will send you an offer letter. If you accept VW’s offer, you will sign the letter, get it notarized and return it to VW. After VW confirms that it received your letter, you can schedule an appointment. You will be able to choose from different options. If you choose:
    • buyback, you will be able to schedule an appointment that happens within the next 90 days.
    • lease termination, you will be able to schedule an appointment that happens within the next 45 days.
    • an approved emissions modification, VW will notify you when a modification is available for your vehicle. Once a modification is available, you will be able to schedule an appointment within 90 days.
  • If your car was drivable on September 16, 2016, but isn’t drivable on the day of your buyback or approved emissions modification appointment, you’re still eligible for some compensation. Visit or call VW at 1-844-98-CLAIM for more information.
  • You can choose to get your buyback or lease termination payment by check at your appointment, or have it deposited electronically to your bank account within three banking days. If you have a car loan, VW will apply your buyback payment to the loan and pay you any remaining amount. If, at your buyback appointment, your car’s mileage is more than the expected mileage range from when you submitted your claim, your buyback amount could be reduced. If that happens, you will get a check within three banking days.
  • When your buyback or approved emissions modification is complete, VW will give you an itemized receipt that shows the amount you received and explains any adjustment, such as mileage or a loan payment.

You can use the buyback money however you want. You don’t have to spend it on a car from VW or any other manufacturer. If anyone offers to buy your car outside the settlement, or pressures you to “Act now!”, walk away. If you see something that doesn’t seem to follow the terms of the settlement, please report it to the FTC.

Note: We edited this post on October 26, 2016 to clarify which payments you may get by check at your appointment. On November 17, 2016 we added information about offer letters and clarified appointment scheduling.

Blog Topics: 
Money & Credit


Turned my car in 12/27/16, loan with VW credit was paid off on 1/16/17 and they finally sent an over payment check to me on 2/6/17 for the 12/30/16 payment I made. If course I got nailed for $14 in interest, I am not going to hassle over this, but think about all the interest that is being collected because VW has dragged their feet on this. I will never buy another VW or VW brand, I am done with them.

Turned in Jetta JAN 19th. Received payback, but they haven't paid y loan off yet. They said it could take up to 10 days.

Yes, good luck with the 10 day timeline. I turned in my Beetle on 12/20 and they still haven't paid off the loan. Matter of fact, they actually sent the check to the wrong place!

cyclerosis: What happened with you is exactly my concern. I am afraid that VW will yet again make a "misstake" that could hurt the consumer's credit. I don't think they give a hoot!

Appointment day is finally here. I have ALLLLLL the calculations done and printed out and highlighted so we will see how far off(under) their numbers turn out to be. For those who have already done this and took the ETF option, did they write down the mileage and figure out the amount right there? We are not over, we are under where they think we will be because the car has been parked since July. Do you get some kind of paperwork detailing all the parts of the buyback amount that includes what they are subtracting for the mileage adjustment? Or do they have that all figured out before you get there or what? They have made a big deal about getting less if you are over the mileage but they literally have no way of knowing what the mileage will be when you get there. The mileage we gave them months ago has no bearing on what it will be when we turn it in. Maybe we didn't drive it at all, maybe we took a 20,000 miles road trip. At any rate I cannot WAIT to be done with this!

After waiting over a month for my loan to be paid off (6 weeks actually) I called the claims settlement number today, for the 5th time, to inquire whether or not VW had actually initiated a re-issue of a payoff check after overnighting the check to the wrong place. The response, for the first time was, "are you aware that your claim has been escalated as of 1/31/2017?" I was also told to check my email throughout the day to be updated on the status of the claim. We'll see!

@cyclerosis, have you had to keep making the payments? UGGGHHHHH!!! They should have to reimburse you all the interest you paid and then some!

Yes, I've made two payments since turning in the car. I'm not letting my credit take a hit. The problem for most people in this predicament is an unwillingness to take out a new car loan before this one is paid off.

Ick! We will do the same if we have to, our credit is too good to ruin it. Luckily we were able to buy a new car last July and have had ours parked since then. Sorry for all the crap you have gone through!

Today, Super Bowl Sunday morning, I received a phone call from the law office handling the class action settlement in West Virginia. The call was a return call after I left them a voice message a couple days ago, detailing VW's negligence in paying off the loan after accepting the return of my car on 12/20, and, they sent the payoff check to the wrong place. I was told to expect either a phone call or email from the third party company handling the settlement claims. If I don't receive contact from them, I now have a direct number to the law office to inform them of this exacerbated debacle.

Had my buyback appointment yesterday at Audi dealer in VA. Appointment went smoothly, and received confirmation from Settlement website email right away... More then 24hs and still no EFT email from Chase Bank to confirm my bank info. Getting frustrated... Finally called and they told me 3 business days for bank email, then 3 business days for $ deposit. Sooooo slow! Bogus German engineering again?

We had our appointment yesterday too. Non event with that. Weird though that you hand over your car and get a one sheet print out that says VW will pay you X amount. That's it. No time frame, nada. We were also told 24 hours for the bank e mail, then 3 days after that for the money to show up. One bit of good news is they were within 27 cents of my calculations. Assuming loan won't be paid off before the payment is due on the 15th. What is everyone doing about insurance? When we trade a car, we call and cancel insurance right away. That's $130 a month I don't care to keep paying on a car I just handed over! They also happened to be "out" of the $100 gift cards that my particular dealership was offering as an incentive to choose them for buyback appointments. Harrumph.

No $100 gift card offered to me in VA (metro DC) either. Your post is the first that I've heard of that kind of offer. Did meet the sales manager to get his card and start the convo about a new car, but other then that, the buy back was very separate from the dealer. Seemed to be totally different staff.

It was an offer from just a certain dealership. I think they were thinking that they could get you in there to buy a new car. The buyback people are contracted and don't work for the dealership. Our guy told us he is there for 2 YEARS. I want that job, it looks way easier than mine!!! did you do your calculation???

I just used the charts basically. I did find a "non-official" calclualator someone had made and put online and it was spot on. Let me see if I can find the website. When I did it myself I just found my car on the chart which was a 2013 SE Passat with a power sunroof($23,357). Then I looked at the mileage chart. Our current mileage was 67,442 and it has been 17 months since September 2015 so I subtracted 1,042 X 17(17,714) from that for an adjusted mileage of 49,728 which meant I had to subtract $690 for a buyback total of $22,667. That was why I waited until February instead of making the appointment last week on January 27th. Those few days made the difference between -$1,170 mileage adustment and -$690. Since it was only one week more to wait, I thought it was worth it.

I cancelled my insurance the same day I turned my car in. I know I'm in violation of the terms of the loan to maintain insurance, but, I no longer own the car and will not make insurance payments on a car I no longer own. I have to assume the dealership you turn your car into, will insure the car under a blanket policy with the rest of their vehicles.

Update: 36 hrs after closing, I finally received the email from Chase Bank to initiate the EFT payment. Good news is that the money was in my account (large national bank) a little after 5am the next morning. No 3-day wait for deposit as told. Also spoke with the credit union holding my auto loan, and they had not heard anything from Audi re: a payoff, so I'm not sure how long that part will take. Based on other folks comments, I will plan on making the February payment, just in case the payoff check gets held up. Credit union will refund any overpayment, so that seems better then running the risk of a late/no payment against my credit report.

We got the e-mail about 36 hours later too. That portion was fairly easy to navigate to set up the ETF(although why is there even a button that says "DECLINE PAYMENT"????). Since we have a weekend in between I am hoping the money shows up by Wednesday. Assuming we will have to make the Feb 15th payment, so Bank of America will owe us about $1,300 of overpayment. Decided to just cash that check and put it away for summer vacation. Hope everyone waiting gets some good news this week.

Turned in on 1/12 received funds transfer the next day. Loan with VW paid off today 2/2

Turned in car on 2/2, money was in account this morning(2/6). Assuming we will have to make the Feb 15th payment but surely not the March 15th??? Cancelled insurance the day after we turned in the car with no problems.

I have tried to upload a 1 page pdf with my 9 page settlement singed and notarized and the file was to big to upload. So I called and had no other option but to send via fax. I have faxed the number given by VW and they cannot find it, this since November!!! I have mailed certified to the PO Box in Jan 10th and nothing!!! Once I call VW I am advise to resend the fax. Felling very frustrated as the miles keep on adding and no word on VW receiving my settlement. Any advise?!

You must upload all 7 pages in one file. You cannot upload each page separately. Scan your docs as a PDF file not JPEG.

I received my settlement, the money for me was in my account within 5 business days. (Yay) My Vw credit account was not paid off until January 31. I turned the car in on Jan 12 my payment was due jan14. I made a payment on Jan 18 because when I called Vw finance said " could take 3 weeks any overpayment will be sent back to you" Vw credit is keeping 110 dollars of my money for interest accrued until Jan 31. Something is not right with this. I did call my third party contact and left a message. I have not heard anything yet.

Several weeks ago I wrote my 2 cents here about what I thought was VW Diesel Claims biggest problem, it was the lack of communication with owners once they submitted their claim online.
I submitted my claim and received an email back on 2 Nov 2016 stating that all my paperwork was received and being evaluated. Not being in a hurry and reading in this blog that VW has been slow I did not think much about it.
Last week I talked to a buddy of mine who also owned a Passat TDI told me he got his settlement completed back in mid-December and is enjoying his New Passat TSI. He suggested I give them a call and see what the holdup is, I decided to call this past Friday just to see what kind of response I would get.
I called the claims hotline and after going through the obligatory “Press Number Menu” game to my surprise I got a live person within a minute. She was very straight forward and NICE. I asked for the status of my claim and said there was a HOLD on my claim because they could not determine if I had a Lien on my car. She put me on hold to talk to her supervisor and after about 15 came back and told me that they made a mistake and they will process my file immediately.
Not sure who or how they came to that “Lien Hold “conclusion when I sent them a clean car title. I’ll give them a week to see if I get my offer before I called them again.
Bottom line: VW Diesel Claims biggest problem is the lack of communication with the owners. Once they “thought” there was a problem they should have contacted me via email requesting clarification or additional paperwork but apparently they choose to put my packet on a HOLD pile for who know how long.
So if you have been waiting for a reasonable amount of time and have not received anything from VW CALL them and request a status update on your claim. Also BE NICE, you may get a better answer.

I've submitted 2 different documents for my vehicle registration: title and license plate registration. I had to get a duplicate of the plate registration because I misplaced mine. They are still telling me that the documents are not correct. No one will let me speak to a supervisor, nor will they give me another number to call. The link to FTC on this page does not work.

In my experience, calling the Claims number has had no impact on elevating a concern, question, or clarification. Even when the person answering said they were going to have a Supervisor contact me within 24-48 hours, it didn't happen. Contacting Ankura Consulting resulted in no useful information. The only contact(s) which gained a response were to email "info@ vwclasscounsel. com", or use the "www. lieffcabraser. com" website and click "contact us" -- believe these are one and the same, but at least it prompted an associate from Lieff Cabraser to call me back. Start to finish for me is looking like 4 1/2 months; from offer to appointment was over 7 weeks. And I've been told no one can help move up the appointment time. If 3+ weeks have passed between each step, I would recommend contacting the attorneys. They're paid to represent the owners and should be providing feedback to Judge Breyer.

I turned my car in on January 20th and have still not been contacted by Chase to receive my payment. I have called the VW hotline 4 times and keep getting told I will be contacted within 3 days. It is now 2 1/2 weeks that VW has had my asset and not paid for it. This is unfair. It is criminal yet again in my opinion and I am considering getting a lawyer to file another claim since they have possession and should have paid me by now.

Need to give some information to those with a loan involved with buyback: My loan was with VW and sold car back on 1-18-17 (also due date for monthly payment). I kept pulling up loan information and noticed that the loan was not paid off. I began calling VW credit a few days after to find out why not paid off. I was told that as long as I turned the car in on or before the payment due date, no issues for me. THEN, my wife received a collection call from VW on February 1st describing that WE would be responsible for late charges and payment! I can't put into words my temperament after her telling me about that call - we have perfect credit. Fast forward to today - 2-8-17 loan STILL not paid off. I called VW customer TDI support. They told me that they sent the check to VW credit on 1-24-17. I am steaming by now! Called VW credit back with the "tracking number" provided by VW TDI support. After many minutes on the phone with them, they told me that the tracking states that the check was JUST mailed by VW and that the loan may be paid off either Friday or next Monday! I can't describe my disgust! Enough said!

Update: 2/13/2017... After more calls to VW TDI support and VW credit, the payment was delivered to VW Credit on Friday, February 10th at 9:21 AM. When I called VW Credit this morning, I gave them the FedEx tracking number and the name of the person at VW Credit that signed for payment last Friday. At 3:45 EST it finally shows loan paid off! It took 17 business days to get a payment from VWOA to VW Credit... I hope this is not how all of the consumers have been treated that needed to buy another car. I imagine that some lenders will not lend until the current loan is paid. NO EXCUSES SHOULD APPLY FOR VW FOR THIS!

*Shaking my head* I can't believe people still post here. The FTC will not help you. In case you haven't noticed in the past 3 months, the FTC and Judge Breyer are not going to hold VW accountable for not following the explicit order.

If you want any human at all to help you, you have to contact the councel. They are extremely helpful because they are getting paid the big bucks to clean up VW's mess of a process and their incessant ignoring of affected vehicle owners.

Turned in the car on 12/20/2016 and received the compensatory award on 12/21/2016. Todays date is 02/08/2017 and Volkswagen still has not paid off the loan. Repeated calls to the claims hotline have resulted in various excuses about why the loan has not been paid, with the most egregious excuse being that the auditing department has not approved the pay off yet, even though Volkswagen erroneously over-nighted the check to the wrong place on 12/28/2016, eight days after I turned my car in. The most honest response was from a gentleman who said the claims representatives are only third party employees/contractors who can't do anything beyond checking the status of the claim. I've since contacted class counsel to report this negligence and have received calls from two different law firms that are sending emails to VWGoA. I sincerely hope this is an isolated incident and that other people aren't subject to this exacerbation!

My issue is getting VW to pay off my loan. My buyback appointment was Dec 28, 2016. They sent via FedEx a check to my lender on Jan 10, 2017 according to the Fedex tracking number I got from them on the phone. They said they sent it to a PO Box address, which everyone knows Fedex doesn't accept. VW representative said "FedEx" lost my check. Don't think so. Another tracking number of the Fedex website showed them returning the check to VW on Jan 23, 2017. I provided my lender address to them AGAIN and they said the check would be re-issued. As of Feb 8, 2017, they still have not done this. In the meantime, I'm still on the hook for the payments and interest. Never will I buy a VW again.

Your issue is similar to mine. In my case, VW overnighted my check to the wrong place. The post above yours, details their screw-up a little better. And the post below yours, details exactly the issue that may be affecting thousands of people. The inability to apply for a new loan with a loan outstanding!

Finally on Feb 17th, 2017 VW paid off my lender. It took over a month and a half from buyback appointment. No way I'll ever get back the interest paid on the loan during that time period or the wasted time I spent trying to deal with this. (Also had to deal with notices from my lender that they were going to purchase auto insurance and bill it to me since I had cancelled the policy right after the buyback.) I'm just glad it's finally over.

So after my appointment with VW do I turn in my car right there on the spot even though it will take over a week to pay off the loan. How am I supposed to get approved for a new loan and car if my old one isnt paid off yet and will be out of a vehicle if I have to turn it in on the spot of my appointment

Yup, that's the point. I guess you are supposed to walk, or rent a car? Luckily we were able to buy a new car months before with no issues, but realize most people aren't able to do so. We have been making double payments since July.

Bryan, unfortunately VW has put everyone in this awful situation. What we did was two weeks before our buyback date, which was Feb 9th, we bought a car and asked for them to defer the loan. They deferred it for 45 days. Also, if you have decent credit, don't worry. I didn't know this, but the type of credit check car dealerships do is very different from buying a home, so if you have an existing loan on another vehicle, that doesn't show up, or is taken into account differently. This is the route that I would take because I stressed for months over what I would do. We are now the proud owners of a 2013 Cadillac CTS :)

Just wondering.....I posted 2 blog here and include the number of Cabraser (Lawyer for consumers)but wasn't posted......hmmmmmm....I guess they don't want us to contact the lawyers.....just a thought.

You may want to read the FTC's blog Comment Policy.

I did read it....the number is not a personal information it's a public information because that's the number to their office.

Update: I turned in my car Wednesday 2/1/17. I received the EFT on Friday 2/3/17. As of today my loan has not been paid off. I have a payment due Today (2/10/17) so I called the helpline to see where they where in the process. First they told me the check had been mailed on Monday 2/6/17, then I expressed my frustration that I would have to make another payment today (2/10/17) or that it would affect my credit. The rep then stated, "Do not make the payment or you will not get that money back", as my frustration escalated trying to explain to her that until my loan was paid off in full I was still obligated to make payments, I thought we were disconnected (I thought they hung up on me). She actually put me on hold and came back and said that the lender knows what is going on and that I should not make another payment. I explained to her that I talked with my lender earlier before I contacted her, and they knew nothing about it. She placed me on hold again. This time she came back and said that my case has been escalated and that the lender should receive the check by Tuesday 2/14/17. I said what does escalated mean, she said that they were going to mail my check out and it should be received by the lender on Tuesday 2/14/17. Earlier in the conversation I was told my check was mailed out on the 6th? I just want this whole thing to be done with. I do not understand why at the closing they do not automatically send out a check to the lender paying off the loan. That is what happens when you normally buy a car.

Yeah, it's a mess. Turned my car in 12/27/16, had to pay the 12/30/16 payment. VW paid off VW Credit on 1/16/17, almost 3 weeks later, and I finally got my over payment check from VW Credit for the 12/30/16 payment on 2/6/17. Needless to say cost me about $14 in interest, so think about how much VW is making by delaying the payoffs and the cost to consumers because of the delay. The FTC and the Judge in this case are useless. Anyway I am done with this fiasco, good luck to everyone else trying to get through this.

VW has no idea how they are going to handle military and government personnel overseas. We are overseas, in Germany, on orders. We have gone through the whole process, notary, offer letter. It then wants us to schedule an appt to turn in our car. Trouble is, there are no dealers in Germany to turn our car into. We have tried several times to get answers and all we get is this canned response: _______________________________________________

We hope to begin the overseas buyback process soon, but at this time we cannot offer any estimated dates or timelines because we are still finalizing the details and logistics of the buyback process for owners with vehicles overseas. We will let you know as soon as we have any new information. If you have any additional questions, please contact via email at TDImilitarysupport @ or via phone at 1-844-98-CLAIM. Sincerely, TDI Settlement Military Support Team Volkswagen Group of America _________________________________________________

I first submitted my claim 12/12/2016. Still waiting on VW to figure out how to buy my and all the others overseas, back.

when Mr Cohen of the FTC goes before Judge Breyer and says "We also are very enthusiastic about the progress that Volkswagen has made to date to effect the settlement. But there have been some bumps in the road and we want the Court to understand that the FTC is working closely with Volkswagen to resolve those issues." It kind makes it look like the COMPLAINTS to the FTC are being IGNORED. Wouldn't you say?


3 weeks? In 7 more days, it will be 2 months and the loan still is not paid off!

Anyone else getting the runaround? I filed my claim the day the website went live, and haven't heard a word other than all my documents have been accepted and are being reviewed. Who is providing oversight on Volkswagen to ensure their compliance with the court directed order?

Yes. I hope I get my two monthly payments back from Wells Fargo when they eventually get VW's slow payment.

Just got on chat to ask when my loan will be paid off. Received a tracking number for Fed Ex. Check is supposed to be to Bank of America tomorrow. Of course my loan payment is also due tomorrow and it is an automatic draft so I guess there is no way out of paying it?? GRRRR! Like I have an extra $450 to pay on a car I do not have!


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