1 /5 Dalia Peterson: Google Review for Volkswagen Financial Services Australia
Every person we spoke to gave us a different version of the process - no consistency, no accountability, and absolutely no urgency. Their internal systems are disjointed, and customer service is incredibly frustrating. No one seems to know what the actual process is, and no two staff members give the same answer.
We made our final loan payment on 9 May 2025. When we followed up on 15 May, we were told they couldn’t locate the funds. After pushing further, the payment was “found” and backdated to 14 May - no explanation and no apology.
From there, we were told we’d have to wait seven days from that backdated “receipt” before a closure letter could even be generated. We were also told that unless we specifically called to request the letter be emailed (not posted), they’d just mail it - possibly taking weeks to arrive.
We were reassured by multiple staff that the closure letter would be issued and emailed as a priority on 21 May. That didn’t happen either. It took multiple follow-ups, escalation, and us calling again the next day before the letter was finally emailed.
To be clear: we did eventually receive the closure letter, but only after 12 days, numerous calls, and constantly being given conflicting information.
After fully repaying a $75,000 loan (from 100,000 + for R Line Touareg, this is not the level of service anyone should expect. If youre considering financing through VWFS - don’t. There are lenders who actually communicate clearly, take accountability, and respect your time. VWFS is not one of them.