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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


Since turning in my car on 12/20/2016, I've waited somewhat restlessly for VW to get the check to my lender. On 12/28/2016, VW sent the payoff check to the wrong place. Having learned this information in a discussion with a VW claims representative nearly a month later, I was told that VW would 'escalate' my claim so it would be paid off as soon as possible. That had me somewhat assuaged, but here it is 2/14/2017 and the loan is still not paid off. So I called again early this afternoon and asked if VW has mailed out the payoff check to my bank yet. The claims rep I spoke with sounded incredulous when she read back the report that VW had actually reissued the check, again, to the wrong place. She voiced the question, "how does this happen" with a tone of dismay and asked to put me on hold. When she came back, she told me the check would be reissued to the correct bank. Again, we'll see. I have another payment coming up in a week and am not looking forward to making a 4th payment on a car I no longer own after signing the settlement offer.

Todays date is 2/21/2017 and I just made a 4th payment since accepting their offer and a 3rd payment since turning my car in on 12/20/2016. VW has sent the payoff check to the wrong place twice and has told me 4 or 5 times since 1/30/2017 that my claim has been escalated. Since that time I've contacted VW Corporate to inform them of the situation. Was told to expect a call to explain. They called on Monday after the weekend. I wasn't able to get to the phone in time to answer and they left no message. This has been typical of VW so far. There really should be an additional class action to recover all accrued interest on the loans they've been late to pay off. I've purchased new VW's every 5 or 6 years since 1993 and have owned a multitude of the older air cooled models most of my life. I can say with certainty, that I'll never purchase another new car from VW. Not because of the car itself, but because of the poor corporate response I've received from them.

Like everyone else we waited months for an appointment. The appointment Saturday a.m. 2/11 resulted in a promise Chase would be in touch by Wednesday 2/14. Today, 2/15, I called, and Chase has never heard of us or our claim. Back to the settlement website I go and my login now just gets me a page saying this claim is resolved! I managed to get bumped to a supervisor at the TDI Remediation number (844-98-25246) and have to call back in another "72 business hours" if I don't hear form Chase. When I pointed out that they must mean 3 business days (sort of 72 hours, if weekends are ignored), they were mystified and couldn't confirm it was 9 business days, 3 calendar days, or anything else. Meanwhile, VW has the car, the pink slip, and we have nothing. Car registration is due in a month, but I went on the CA website and they cave not yet taken the car out of our names. I filed the Notice of Transfer and Release of Liability in the name of VW SETTLEMENT with an UNKNOWN address. I'm now in compliance with the CA law that requires I fill it out within five days. Full sympathies to those of you with loans dealing with this. Let's hope we all get or money soon.

Documents received 11/2/16 and still no offer letter.

Jan. 15 2017 a rep tells me that my payoff was finally received from the bank (claimed it was all the banks fault for the delay), and that my claim went to audit to draft up the offer.

Fast forward 1 month....My payoff was never received from the bank per the next rep, but they did send off for it.

SPECIAL NOTE: VW now says it can take up to 120 business days for your offer letter. Funny I didn't see that as an option in the terms of the lawsuit.

Called the bank today and they never received a request from VW. Furthermore, their turnaround time is only 24-48 hours for all requests received (Gee, that doesn't sound at all like VW is trying to make it sound).

VW rep today wanted to argue with me that it was my responsibility to request payoff information. Well then why did I sign a release form for them? No response...

I just ended a chat with VW Corporate, detailing my, and others frustrations with the way this settlement process is being handled, or more accurately, mishandled in some cases. Corporate has opened up a case # for me and stated they will get back to me by the end of business on Monday. The claims settlement entity that many have become frustrated with has not once returned a call or responded by email to give an accurate case update. The only response I've received from them is that "my case has been escalated". If escalate means another month, then the word has no actual meaning.

After 10 weeks of waiting on step 15, our r lender never got a loan payoff request. We just asked them to fax one over anyway. Two days later we got the buyback offer. VW seems clueless at every step of this process. We turn the car in (finally) on March 16th. I am sure they can find a way to gum that up...

Turned my car in, got my check on the spot. Glad it's over. Not sure why, probably habit, I've logged in the VWGOA account. Funny thing, it says: "thank you for participating in the settlement program. Our records show that this claim is now complete". No apologies, nothing. Just a "thank you for participating". Kinda like when someone cusses at you and you say, love you too.

Filed and uploaded on 01/03/17 received email saying my uploaded documents has been accepted, will 10 business days to receive payoff from my bank. I called bank with VW's instructions for payoff and received successful fax transmittal report as evidence. Ive done this twice, asked for a call back from a Supervisor who never returned my call. Called again today and they tell me they've have my payoff information but they don't believe its from my bank but from me. I will need to send a Letter of Explanation to say it is from the bank with proof! I am beyond frustrated! Called my bank for the 3 time to send again with letter head and LOE and then copies for my record. Hate to say never but I will not be looking towards VW for my next car anytime soon! And should anyone ask me, I will not recommend VW!

Finally turned my 2015 Audi in! My paperwork had all been received on 11/12/16. My buyback date was 02/15/2017. So, it took 3 months to move through the process AFTER my documents were accepted. The appointment was very quick and took about 10 minutes. I received the Chase email the next day to enter the EFT information. Now just waiting to get the deposit in the bank. I did call Audi Financial and faxed in the return receipt and they said they would put a hold on the late fees etc and wait for the payoff. Purchased a range rover in December after parking my Audi for mileage. I would have bought a Touareg if this process would have went smoother.

So according to the VW milage adjustmant my vehicle is supposed to have 130,000 miles on it in spetember of 2015. however i have government documents (vehicle Regestration) that in novemeber of 2015 my car had 109,000 miles on it. the difference of 21,000 miles is bringing the actual value of my car down almost 5000$. Can volkswagen get away with cheating me out of the true value of m car with their formula to calculate the value in september of 2015? Shouldn't VW use their formula to find the difference in milage between spetember of 2015 and november of 2015?

no HELP HERE this is a social network that provides absolutely 0.00 help

I turned in my vehicle. We are entitled to additional $510 due to the number of miles being driven and also because we had made 3 car payments on the loan, lowering the lender payoff by about $500 (which he didn't care about the updated payoff amount in the slightest). The guy who accepted the car said that we had to deal with VW about additional money owed and said he had no authority to change the amount of the estimated payment amount. More concerning, we received the lower amount 3 days later, but the remaining amount VW was paying the lender (VWcredit) has YET to be paid and 12 days have passed since we turned in the car. How come we can be e-paid in 3 days but vwcredit has yet to be paid? VWcredit will be overpaid and will need to reimburse us the difference. But, that amount will be less if VW delays paying vwcredit. I consider that payment amount my money which vw is taking from me. Pay off my loan. NOW.

I have no answer to that but I can tell that time spent here is WASTED!!!!!!

Just went to turn in car today. If you have previously selected check, you should change to EFT immediately. We were told we were over the limit of miles and would have to reschedule.I called VW last week and reported my milage and the rep said that was close so it would be fine. NOT! We told the temp worker who is conducting the buybacks that we were not leaving until this was settled. She called the VW Dealer support line and after waiting on hold for 40 minutes, someone was able to help us. they were able to switch our option to EFT which will take 5-7 business days to do, then JP Morgan would contact us regarding EFT. Not the timing we were looking for, but better than rescheduling and getting an appt in 6 weeks. We were told that this over mileage has happened to many people. The rep on the phone said that even one mile over the allowance blocks the check from being distributed as the consumer jumps into a different formula calculation. DO NOT opt for the check unless you have no other option. VW messed up and they just want to make it a bit more painful for the consumer. Not good and certainly not good for future business at the VW dealerships. Our car is turned in, now we just wait... wish us luck. Good luck to all of you as well!!

Just received the offer letter and it states that the closing at the dealer will be scheduled with-in 90 days. I'm thinking of riding out the turn in time line by holding the offer letter till Dec of 2017, thereby extending the use of the car and utilizing some additional portion of the extended warrantee. If I do not use the extended warrantee it looks like I loose it.

Mileage is low on the car and I don't have a bank involved in the buyback, which appears to be an issue with car loans being paid off timely.

To date all interface with VW has been timely. Turn around time for documents has been exceptionally fast.

Are there others out there that are considering a late turn in date, rather than turning it in quickly?

I too just received my offer letter but am going to take my time to schedule an appointment. I'm thinking the car runs great,I owe nothing on it,and as long as I keep it within the mile limits I'll still get the same money a year from now. Yea I know that I can wreck it but unless its total the insurance will pay for the repairs so nothing will change. just saying..

if your extended warranty was through VW at the dealer, I believe that it is a prorated amortization. Mine had 6 months left, they refunded it back to my loan and my loan amount went down by about 250.00. contact your dealer and speak with the loan manager. If he won't help you then call the better business bureau, dealerships Really don't like complaints leveled against them.

VW wants me to provide a release of lien so that they can send the warranty cancellation check to me instead of to Bank of America who held the loan which has been paid off for 3 weeks. Called BOA, they won't give me the release bc VW has it along with the title bc they are the ones who paid it off. How STUPID is it that they cannot easily determine that a car that they PAID OFF THE LOAN on no longer has a lien on it?? Can't they easily just run the VIN and see it like they do when you trade a car in and they determine how much you owe on it??

10 days since our buyback and no email from Chase! 8 hrs on the phone with vw in three days. No answers, no offer of a rental car... and we are left trying to manage multiple jobs and a family of 5 on one car. What's most frustrating is that no one involved really cares a lick about how this is essentially ruining our lives! Take the check option if you can, the eft sucks.

lodge a complaint with your local better business bureau against the dealership, that should get their attention. even though they are not VW of America they are an acting agent and are responsible. If that doesn't work call your state attorney General's office

Turned my car in today - feeling screwed.
I received a letter from VW on 2/22 telling me that my buyback was estimated at 27,526.73 less the payoff. They told me today that it would be $25,727 less the payoff - a difference of $1800, not in my favor. (btw, the odometer change from the December claim filing is less than 400 miles.) I am not sure what to do about this. I tried to call the 800 number for complaints this morning, but just got a message machine (I left a message, but no one returned the call.)

I submitted my paperwork and had it accepted November 28th. I'm still waiting for an offer. I called numerous times and have been lied to by multiple representatives. I need to know where I can get help from here. I honestly do not believe vw is honoring their agreement to buy back my vehicle and the government is not doing their part to make them accountable. Being told to wait over three months before I even get an offer AFTER my paperwork was submitted and accepted when it was supposed to be done in 20 business days is beyond comprehension to me. Who is going to enforce the fines and pay for the additional mileage on my car over the past 3 months? Why am I the one getting screwed???

Maggie, The FTC is supposed to be closely monitoring complaints lodged by consumers on this. I personally submitted several complaints to get rid of my two TDI's. Since there is absolutely no feedback that consumers get back from the complaint, I have no idea whether this helped me or not. I do know that in my case that VW was out of compliance with the terms of the agreement with both of my cars and I received nothing to compensate me for VW's wrongdoing. You may want to try the complaint process that has been listed several times in this feed. Good luck to you!

Just when you think it is over...... So since we had no idea when VW was going to pay off our loan, we went ahead and made the Feb 15th payment on a car we turned in on Feb 2nd. Mind you this was now THREE over payments bc they don't get a new payoff amount when you turn in the car, so they were using a November payoff amount in February. Coincidentally they paid off my loan on February 15th, the same day my payment was paid which then posted on Feb 16th. They sent me a check for the 2 months of over payment but now they CANNOT FIND my February payment and keep arguing with me about it and telling me it was included in the check they already sent me. UM, NOPE! $465 X 3 minus interest is not $899. I have the payoff amount as of Feb 13th and the amount VW paid them. I can add and subtract people. I will be sitting right at my computer looking at the $465 payment I made and them on the other end telling me they see it, and why did I make a payment on a closed auto loan? COMPLETE CLUSTER. This is why we shouldn't have to make any payments after surrendering the car! SO now I am back and forth wasting more time and aggravation trying to get my last payment back. I was so afraid to have a late payment hit my credit. This is so stupid.

Sold my Passat back on 1/30/2017. We received a check for the difference between what we owed and what they paid us. The remainder was to be sent to the bank to pay off the loan. We were told it would take 10 business days for the payoff to occur. It is now 3/2/2017 and they have not paid off my balance. Of course another payment was due this week. They have sent my file to the "resolution" department as of 2/27/2017, but no new notes have been applied to my file as of today. Oh and the "resolution" department doesn't "take calls" from customers. I have now been on hold for 35 minutes waiting to talk to a supervisor. Best of luck to everyone experiencing issues with this process.

I am a deployed active duty military member and successfully navigated the buyback process, while deployed...or so I thought. My husband showed up at the closing appointment with all required items in hand (including a power of attorney). VW turned him away! They stated that the power of attorney should have been submitted online. However, there was never a question asking if I had a power of attorney, it only asked if I needed one (which I dont, I am military so I have POAs for everything on Earth). I even still have the checklist VW provided instructioning us to bring the POA to the appointment. VW is now stating that I need to be reset to the beginning of the process!!! Please, someone explain to me how this makes sense???

I've progressed to the registration - it breaks when the Mozilla Firefox web browser is used.

I've been able to proceed with Google Chrome - so hopefully my involvement with this ordeal will be done next week.

i made 2 payments to vw credit since accepting my settlement, do i get that back?

Yes, the lender will send it back to you after VW sends them the check. They(stupidly) don't re-run the payoff again right before your appointment so they overpay the loan. It took about 10 days after my loan was paid off for Bank Of America to send me a check for my two extra payments.

Submitted all form 2 Nov 16.
I finally got my offer letter mid Feb. Not being in a hurry to turn in my Passat two weeks later I had it notarized and submitted on Saturday 4 Mar, got a reply 2 days later on Monday the 6 to go ahead and make an appointment to turn in my car. I have a long trip to make this weekend so I wait until I get back to make that appt. As I mention, not in a hurry to turn in this perfectly good running (paid for) car yet. We'll see how the remaining process goes. So far so good.

6 months since registering & I turned the car in yesterday 3/7/17. I was dinged $300 for mileage from the original offer letter, which the car has been setting so who knows why. I am just glad it's almost over! Now hopefully they pay my lender off and send my funds to me in the timeframe given. The process took 15 minutes and the rep didn't really know nothing about the cars and seemed like a temp worker with a checklist. She took a couple pics of the car, removed the plates and it was done. I didn't even get approached by a salesman leaving with plates in hand. She said I should get the email from JP Morgan today and my lender would be paid off within 10 days. Fingers crossed!

Hello! To whomever can help, I'd be most appreciative. I participated in the VW buyback (VW jetta sportwagen) and originally should have had an appointment scheduled around the 4th of November. I was caught up in the "error code 8909 or whatever it was", but I wasn't able to actually book an appointment until February 2nd 2017. The dealership in Weatherford, TX I sold my car back to entered the incorrect mileage therefore delaying my payment until February 24, 2017. Once the money came into my account, I paid off bills like anyone would. Later in the afternoon of the 24th, VW reversed the funds and since that date (today being the 8th of March, my account has been overdrawn by $2,000+ dollars. I have been on the phone with the VW hotline specialists and have been told numerous times that my case has been with the "escalated team" or whatever, but in my opinion I think that's just another word for we don't know what's going on, but hang tight... In the mean time of having an overdrawn account, I've got fees, late payments and all so forth due to the fact that's my main account. If there is something y'all can do, it'd be greatly appreciated. I honestly love VW, but this experience is really been hard on me. I don't know what else to do but get a lawyer. Hopefully y'all, or someone here can help me! Thanks so much in advance,

Anybody know if you have to file a separate claim to get the Bosch settelment or do they auomatically send yoy a check if you filed a VW claim? Thanks

sorry for being behind the power curve, but what is the Bosch Settlement?

Oscar: I recived an e-mail from VW/Bosch that if you filed or plan to file a claim with VW, then they will mail you a check for $350, which represents a settlement with Bosch for the diesel software issue. If you own a 3.0 litre diesel, the payback is $1,500.00

Thanks, I got that, anyone figure out how 1,500 could be a fair match for 350? do Audis cost 5X as much? FTC, do you have a reading on this. WHO AGREES TO THESE SETTLEMENT FIGURES???????

From the email I got: If you already filed, or if you file in the future, an approved claim in the 2.0-liter Settlement, you will automatically receive a payment through the Bosch Settlement.

Just wanted to also state that I am dealing with the Loan Payoff as well. After I turned my car over on February 14th, I received my total amount before loan payoff within in the estimated 3 day time frame via ETF. So I went about my daily life thinking that the loan would be paid off within the 10 business day time frame. Please call the 844-982-5246 number if you have any concerns about the loan payoff and if you are passed the 10 business day time frame. Since it has been 15 business days since I turned over the car and still my 3rd party loan is not paid off. I called and sure enough an error - the check was not made out to the correct addressee. Are you kidding me? I have provided all of my lenders contact information, how can one mess that up? Completely inadequate folks running the show here.

This is not an isolated incident regarding the loan payoff. I turned my car in on 12/20/2017 and received the award the next evening. However, since that time, first on 12/28/2016, VW sent the check to the wrong place, which I learned only after calling a month later. VW promptly reissued the check, again to the same wrong place. I then called VW Corporate in Auburn Hills, MI to report this issue. They opened a case and assured me that within "a week or two" they would reissue a new check to the correct financial institution. We'll see if that actually happens when Tuesday, 3/14 rolls around because that will be two full weeks since talking to corporate. My question is this: if VW could so promptly send the check to the wrong place, why can't they, as promptly, send it to the correct place? And concerning the Bosch settlement, I received the same email in my spam folder. If you've already filed a valid claim and have been approved, there will be a settlement coming.

I was finalizing the EFT process and needed only to enter my phone number as a security requirement to receive payment. I got locked out of the account because of invalid entries. I called the Volkswagen of America, told them the situation and asked what phone number they had on file. Whoever entered my phone number at VW incorrectly did so, one digit off.

I keep getting "escalated to supervisor" responses, as well as someone should reach you in the next 48 hours. Nothing.

One digit off... If it's going to take weeks to receive my payment, I will be calling everyday :)

On the buyback is there restitution on top of the amount that you get back from Volkswagen. Ex: $22000 owed on my 2015 Passat they say they will give me $29000 for it. Is there no oops we screwed up restitution. I thought we were supposed to get money on top of the buyback. VW says no but news sites say yes. An info on this matter would be very helpfful

I have talked to 3 agents at VW about the accessories I purchased with my new VW . The agents did not appear to know what to say. In the buyback do they give any credit for the Navigation device, the rubber mats, the moon roof, the cargo mat with velhro placement holders?

Can you help me? One VW agent said I do not get anything. Another one said I do and it comes up with the VIN. And another agent said I need to bring it to the dealer to get a price on the accessories. Come on VE. I paid an additional 2k for these accessories.

I found the upload/submission process tedious but manageable, and my buyback date is scheduled for 4/3. I'm unclear on how I'm supposed to make arrangements for a replacement/new car prior to the appointment however - I can't imagine having two car loans to pay simultaneously while we wait for a) the check from VW and b) the loan payoff to occur. Will then I have no car AND no money for several weeks, during which I'm also required to pay my old loan? Is that actually legal? Curious to know if others have been able to make arrangements with understanding dealers for this interim period, and how many days/weeks/months people are currently waiting between buyback date and actual financial closure. Thank you all!

My buyback was February 4th, 2017. I received my restitution, but as of today, VW still has not paid my loan off with my lender. I have had to call multiple times to the 1-844-98-CLAIM, and I cannot get a supervisor on the phone. I keep getting the run around as to why they have not paid my loan off yet. Finally, today they said that it can take 2-3 weeks to process the loan pay's been well over 2-3 weeks at this point! This is not an acceptable answer! Meanwhile, I still have to make the monthly payment on the loan since VW is taking their time not paying it off. The call center does not seem to care at all, and when I ask to speak to a supervisor, they tell me they will have one call me back, but they never do. I waited over an hour to talk to a supervisor, just to be told that they would call me back due to the high call volume. I am having to call daily to check up on this, to my dismay, as I am afraid at this point they are not going to pay it at all. What a mess! I was told today by a call center agent to just let the processors do their job... clearly they are not doing it! The portal shows my claim as completed, but it is NOT. Bad customer service, so I am glad I did not buy another VW!

My mom taught me to not ever say "never", but in this case, I can safely say "I doubt I will ever consider VW again...". This whole process is without a doubt the most frustrating experience I have ever had with a car manufacturer. I did unfortunately buy the first Hyundai Sonata Hybrid in my area and had trouble with that car the very first week. I had to be assertive to get them to buy it back due to lemon laws in North Carolina, but they did after 4.5 months. If only I could have gotten my Acura TL back at that time. The dealer sold it right before the repurchase! Murphy's law at its finest...

Called 1-844-98-CLAIM again this morning and was told that the lender payoff check was sent to the wrong place. The agent said that VW keeps sending the lender payoff checks to incorrect places, even though the proper address was given to them. I was also told that they are not escalating my claim, meaning they are not in a hurry to fix their mistake. Keep in mind that my buyback was 2/4/2017. Still no call back from a supervisor (which is why I keep calling them everyday now). I was told again to wait and let the processors do their job, but to call back in a few days if I do not hear from anyone. At this point, I'm angry that I have to keep making payments on a car that I do not own anymore and I have to keep calling to get an update and to make sure I'm not forgotten about by VW. I don't know what else to do at this point, since apparently, no one is actually monitoring how long it takes VW to do any of this buyback stuff.

Has anyone gotten paid back for the "extra" payments after the buyback, and do you get the full payment back or do they keep the interest?

Are you by any chance financed through VW credit, they are scamming customers on the back end of this deal. I cant get the overpayments refunded.

My loan is through SunTrust. The call center agent today couldn't even give me a time frame because the teams working the claims are not meeting any deadlines. I am about to have to make my second "extra" payment with no end in sight. I am not hopeful that this will be finally done anytime in the near future. The claim center is overwhelmed and taking their sweet time. Forget about asking for them to escalate your claim or talk to a supervisor; they just don't care.

VW kept the interest in my case. At least I got one payment back after 1.5 months.


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