1. Are the news reports of this “defeat device” true?

Government regulations limit the use of engine software that reduces the effectiveness of a vehicle’s emissions control systems.  Those are the “defeat device” regulations, and regrettably, VW did not comply with those regulations with respect to the 2.0L TDI vehicles identified in the EPA’s September 18, 2015 notice, and subsequent November 2, 2015 notice regarding 3.0L TDI vehicles.  We take full responsibility for our actions – and deeply regret that this happened.  Subject to final approval by the Court, the settlement agreements submitted on June 28, 2016 resolve civil claims regarding approximately 460,000 Volkswagen 2.0L TDI diesel engine vehicles in the United States. For more information, please visit www.vwcourtsettlement.com.

2. Is my vehicle safe to drive?

With respect to vehicles affected by the TDI emissions issue, the EPA has stated that “although these vehicles have emissions exceeding standards, these violations do not present a safety hazard and the cars remain legal to drive and resell. For more information, please visit www.vwcourtsettlement.com.

3. How soon will an approved emissions remedy be available, and how am I going to be compensated for this?

We are actively working with government regulators on an approved emissions modification for affected vehicles. For more information, please visit www.vwcourtsettlement.com.

4. Am I at risk for not passing the emissions test for my state?

We don’t anticipate that customers will have issues with state registration or inspection. However, any customer encountering such an issue is urged to call the TDI Settlement Support Team at 844-98-CLAIM.

5. I want to turn in my vehicle – can I and how?

As outlined in the proposed Settlement with EPA and CARB involving 2.0-liter Volkswagen TDI vehicles, once approved and finalized in Court, Volkswagen has agreed to:

  • Buy back, terminate leases or provide approved emissions modifications for nearly 475,000 2.0-liter TDI diesel cars in the United States;
  • Provide cash payments to owners/lessees;
  • Pay for environmental remediation; and
  • Promote zero emissions vehicle technology.

For more information, please visit www.vwcourtsettlement.com.

6. Which 2.0L TDI models are affected?

The following 2.0L 4-cylinder TDI equipped vehicles are affected:

  • VW Jetta TDI (Model Years 2009 – 2015)
  • VW Jetta SportWagen TDI (Model Years 2009 – 2014)
  • VW Golf TDI (Model Years 2010-2015)
  • VW Golf SportWagen TDI (Model Year 2015)
  • VW Beetle TDI and VW Beetle Convertible TDI (Model Years 2012 – 2015)
  • VW Passat TDI (Model Years 2012-2015)

How many vehicles are affected by the September 18, 2015 notice?
Approximately 482,000 2.0L 4-cylinder TDI equipped vehicles are affected in the United States. They fall within three categories:

  • Generation 1: Approximately 325,000
  • VW Jetta TDI (Model Years 2009 – 2014)
  • VW Jetta SportWagen TDI (Model Years 2009-2014)
  • VW Golf TDI (Model Years 2010-2014)
  • VW Beetle TDI and VW Beetle Convertible TDI (Model Years 2012 – 2014)
  • Generation 2: Approximately 90,000
  • VW Passat TDI (Model Years 2012-2014)
  • Generation 3: Approximately 67,000
  • VW Jetta TDI (Model Year 2015)
  • VW Golf TDI (Model Year 2015)
  • VW Golf SportWagen TDI (Model Year 2015)
  • VW Beetle TDI and VW Beetle Convertible TDI (Model Year 2015)
  • VW Passat TDI (Model Year 2015)

7. Which 3.0L TDI models are impacted?

On November 2, 2015, Volkswagen received notice from the U.S. Environmental Protection Agency and the California Air Resources Board certain 3.0L V6 engines. The Volkswagen vehicles affected by this notice are the MY 2009-2016 Volkswagen Touareg TDI. We continue to work closely with the U.S. Environmental Protection Agency (EPA) and the California Air Resources Board (CARB) to try to secure approval of a technical resolution for our 3.0L TDI vehicles as quickly as possible. We will inform affected customers as soon as we have more information to share.

8. Is there a stop sale on 2.0L and 3.0L TDI models?

Right now, we’ve put a stop sale on all 2.0L 4-cylinder TDI equipped vehicles (new and certified pre-owned).

Following the November 2, 2015 notice, we proactively issued a stop sale order of new and certified pre-owned 2015 and 2016 model year 3.0-liter V6 TDI Touareg vehicles as well as certified pre-owned 2009-2014 model-year 3.0 liter V6 TDI Touareg vehicles.

9. Which TDI vehicles were eligible for the TDI Goodwill Package?

The TDI Goodwill Package that was originally announced on November 9, 2015 was expanded to include affected 2.0L and 3.0L TDI vehicles. The TDI Goodwill Package registration is now closed.

11. What are the terms of the 2.0L TDI settlement and which vehicles are covered?

Subject to final approval by the Court, the settlement agreements submitted on June 28, 2016 resolve civil claims regarding approximately 460,000 Volkswagen 2.0L TDI diesel engine vehicles in the United States. Volkswagen has agreed to the following:

  • Vehicle buybacks and lease terminations, approved emissions modifications and cash payments to affected customers.
  • Establishing a $2.7 billion environmental remediation fund and invest $2.0 billion in initiatives to promote the use of zero emissions vehicles in the United States
  • Resolution of existing and potential state consumer protection claims related to the diesel matter with the attorneys general of 44 U.S. states, the District of Columbia and Puerto Rico.

For additional information, please visit www.vwcourtsettlement.com.

12. Who are the 2.0L TDI settlement agreements with?

Volkswagen has reached agreements with the United States Department of Justice (DOJ) and the State of California; the U.S. Federal Trade Commission (FTC); and private plaintiffs represented by the Plaintiffs’ Steering Committee (PSC). For additional information, including about the Court approval process, please visit www.vwcourtsettlement.com.

Volkswagen has also agreed with the attorneys general of 44 U.S. states, the District of Columbia and Puerto Rico to resolve existing and potential state consumer protection claims related to the diesel matter.

13. What do the 2.0L TDI settlements mean for the TDI issue overall?

We believe the 2.0L TDI settlement agreements are a significant step forward for our customers and demonstrate our commitment to make things right.

14. What are the next steps related to the 2.0L TDI settlements?

Now that the Court has granted preliminary approval, affected customers should have received extensive notification of their rights and options, including the option to “opt out” of the settlement agreement through the Class Opt-Out process. Volkswagen has agreed to begin the settlement program immediately after the Court grants final approval. A decision on final approval is anticipated in fall 2016.

For additional information, please visit www.vwcourtsettlement.com.

15. What is Volkswagen doing about vehicles with 3.0L TDI engines?

We continue to work closely with the U.S. Environmental Protection Agency (EPA) and the California Air Resources Board (CARB) to try to secure approval of a technical resolution for our 3.0L TDI vehicles as quickly as possible. We will inform affected customers as soon as we have more information to share.

16. Does my participation in the TDI Goodwill Package affect my eligibility for the 2.0L TDI settlement program?

No.  All affected customers covered by the settlement can register for the settlement program, regardless of whether or not they signed up for the TDI Goodwill Package.

For additional information, please visit www.vwcourtsettlement.com.

17. What is the TDI Goodwill Package and who is eligible for this Package?

Current owners and lessees of TDI vehicles affected by the emissions issue were eligible for the TDI Goodwill Package which consisted of:

    1. $500 Volkswagen Prepaid Visa® Loyalty Card,
    2. $500 Volkswagen Dealership Card, and
    3. No-charge 24-hour Roadside Assistance for three years.

To be eligible, you must be the registered owner or lessee of an affected Volkswagen TDI vehicle (Model Years 2009 – 2016) as of November 8, 2015.

20. If I registered for the TDI Goodwill Package, does the Volkswagen Prepaid Visa Loyalty Card Cardholder Agreement make it so that I am waiving my rights to file a lawsuit against VWGoA? Do I have to arbitrate my claims against VWGoA?

No. The Cardholder Agreements are solely between the customer and MetaBank® (and its successors, affiliates or assignees). Affected customers eligible for the TDI Goodwill Package are not required to waive their rights or release or arbitrate their claims against VWGoA in order to receive the Package. No terms of the Cardholders Agreements will waive any eligible customer’s rights against VWGoA with respect to their TDI vehicles.

21. How can I use the cards that are included in the TDI Goodwill Package?

  • The Volkswagen Prepaid Visa Loyalty Card (black card) is preloaded with $500 of funds. It can be used anywhere Visa debit cards are accepted and should be treated with the same care as you would treat cash.
  • The Volkswagen Dealership Card (white card) is preloaded with $500 of funds that can be used like cash at any participating Volkswagen dealership in the U.S. and Puerto Rico. It can be applied to any transaction where the participating dealer accepts Visa, such as parts and accessories, vehicle service, or towards the purchase or lease of a new or used vehicle.
  • For additional information, please refer to the Cardholder Agreements.

22. Were any affected customers excluded from the TDI Goodwill Program?

Yes, there were certain customers that are excluded from the program. The following are instances of ineligible customers/VINs:

  • You purchased or leased an Affected Vehicle on or after November 9, 2015; or
  • You sold, turned-in or otherwise transferred the Affected Vehicle prior to the program initiation (November 9, 2015) or prior to TDI Goodwill Package activation; or
  • Your Affected Vehicle is owned by either Volkswagen Group of America, Inc., or VW Credit, Inc. as part of an employee/retiree lease program or other corporate fleet program; or
  • Your Affected Vehicle was reported sold as a Volkswagen corporate fleet sale; or
  • You are a new vehicle or used vehicle automotive dealership and the Affected Vehicle is in your inventory.
  • For complete Program Rules, see https://www.vwdieselinfo.com/program_rules/

23. When did the TDI Goodwill Package program expire?

Owners and lessees of affected 2.0L vehicles had until April 30, 2016 to register for the TDI Goodwill Package. 3.0L TDI owners and lessees had until July 31, 2016 to register.  If you have registered for and received your TDI Goodwill Package, please make sure to activate it at a participating Volkswagen dealership well in advance of the card “Good Thru” dates in order to utilize the benefits.

24. When do the cards expire?

Please note that the issuance date is when the card is sent, not the date when it is activated at a participating Volkswagen dealership. For this reason, we encourage you to activate your TDI Goodwill Package as soon as possible after receipt. The expiration date will be made clear based on the “Good Thru” date printed on the front of the card. For additional information please visit www.vwgoodwillpackage.com or call Card Services at 1-844-847-0100.

25. Was the 3.0L V-6 TDI eligible for the TDI Goodwill Package?

Yes – as of January 11, 2016, the TDI Goodwill Package was extended to current owners and lessees of affected 3.0L V-6 vehicles.

26. Were businesses eligible to receive the TDI Goodwill Package?

Businesses were eligible to receive the TDI Goodwill Package; however, the cards can only be issued in the name of an individual. During activation, the owner or lessee of the affected vehicle must show an ownership link to the company (name on registration or lease agreement) in which the car is registered (i.e., small company owner, doctor, etc.). Owners or lessees of vehicles sold as a Volkswagen corporate fleet sale, (for example, car rental companies.) are excluded.

27. Do I have to claim the TDI Goodwill Package on my taxes?

A 1099 form will not be issued for the TDI Goodwill Package. However, the recipient of the TDI Goodwill Package will be responsible for any applicable income or other taxes. Please consult your own tax advisor or professional for additional details.  VWoA cannot provide tax advice.

28. Are there limitations for what I can use my Volkswagen Dealership Card for at the Dealership?

This card can be used on any transaction where the dealer will accept Visa debit as a form of payment.

34. What do I need to bring to the dealer to activate my Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card?

To activate your Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card you will need to   present (1) The TDI Goodwill Package, (2) the affected vehicle, (3) Driver’s License, and (4) Proof of Ownership (any of the following: vehicle registration, title, lease agreement) to any participating Volkswagen dealership to activate your cards.

Proof of ownership must match the name on the Volkswagen Prepaid Visa Loyalty and Volkswagen Dealership Card or your TDI Goodwill Package cannot be activated. You have until the expiration date listed on the card to activate the cards at a participating Volkswagen dealership.

Please note, the cards will expire one year after issuance (not activation). So, we encourage you to activate your TDI Goodwill Package as soon as possible.

35. Do I need to take a test drive or make a purchase to activate my TDI Goodwill Package at the dealership?

No. A test drive or purchase is not necessary. You simply need to present (1) The TDI Goodwill Package, (2) the affected vehicle, (3) Driver’s License, and (4) Proof of Ownership (any of the following: vehicle registration, title, lease agreement) to any participating Volkswagen dealership to activate your cards.

36. I can’t locate my TDI Goodwill Package? How can I receive a new package?

If you have not yet activated your cards you will need to re-register by clicking on the “Learn More” button on vwdieselinfo.com. You will once again need to provide your Vehicle Identification Number (VIN) and confirmation code.

If you lost your confirmation code you will need to re-register by clicking on the “Learn More” button on vwdieselinfo.com, and you will be prompted to once again provide your contact information and Vehicle Identification Number (VIN).

If you have activated your cards at a dealership, you will need to contact Card Services at 1-844-847-0100. Please note that the customer is responsible for a $5 Replacement Card Fee per replaced card. Please see Cardholder Agreement for additional details.

37. Can I activate my Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Cards without visiting the dealer?

Activation at the dealership is required. We apologize for any inconvenience, but our priority is ensuring that the rightful owners of the eligible vehicles receive benefit of the Cards.

You have until the expiration date listed on the card to activate the cards at a participating Volkswagen dealership. Please note, the cards will expire one year after issuance (not activation).

Please contact Customer CARE at 1-800-822-8987 for further assistance.

39. It is difficult to transport my vehicle to a participating dealer. Must the car be taken to the dealer to activate the TDI Goodwill Package?

Activation at a participating dealership is required. We apologize for any inconvenience, but our priority is ensuring that the rightful owners of the eligible vehicles receive the benefit of the cards.

If you are unable to register your cards immediately, please know you have until the expiration date listed on the card to activate the cards at a participating Volkswagen dealership. Please note, the cards will expire one year after issuance (not activation).

Please contact Customer CARE at 1-800-822-8987 for further assistance.

40. I went to the dealership to activate my cards, but the dealer says the TDI Goodwill Package associated with the VIN has already been claimed. What can I do to correct this error?

If you purchased your vehicle after November 8, 2015, the previous owner may have claimed and activated the cards.  If this is the case, a new card will not be issued.

If you feel someone may have fraudulently activated your card, please contact Volkswagen Customer CARE at 1- 800-822-8987.

41. Are my Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card one-time use cards?

No. These cards hold a balance and can be used multiple times until funds are depleted up until the date of expiration as printed on the card. Please note however these cards are not re-loadable and once the $500 in funds on your card have been depleted, the cards become inactive.

42. How do I check the balance of either my Volkswagen Prepaid Visa Loyalty Card or Volkswagen Dealership Card?

You can check your card balance online at www.vwgoodwillpackage.com or by calling Card Services at 1-844-847- 0100.

43. My Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card were misplaced or stolen, can I get a new one?

Yes, please call Card Services at 1-844-847-0100. If your Volkswagen Prepaid Visa Loyalty Card and/or Volkswagen Dealership Card is misplaced or stolen, a new card(s) with your remaining balance can be reissued. Please note that the customer is responsible for a $5 Replacement Card Fee per replaced card. Please see Cardholder Agreement for additional details.

44. What if I try to purchase an item using my Volkswagen Prepaid Visa Loyalty Card but do not have enough funds on the card?

The sale will be denied. To avoid this, please be sure to check your account balance prior to using your card. Your card is only valid for the available balance on the card. If your transaction amount exceeds the available balance, your purchase will be declined. Please be aware of the standard prepaid card processing procedure that allows restaurants to reserve up to an additional 20% or more above the amount of the bill to cover additional gratuity left on the prepaid card receipt. Please see Cardholder Agreement for additional details.

45. Can I get cash with my Card?

No, your card cannot be used for cash access at ATMs or bank tellers.

46. Can I make a payment or transfer funds toward a personal credit card using my Volkswagen Prepaid Visa Loyalty Card?

No, your card may be used for purchases only.

47. Can I use my Volkswagen Prepaid Visa Loyalty Card at gas stations?

Yes, however, please pay inside with the cashier as your card cannot be used to “pay at the pump.”

48. What happens if the funds on my cards are depleted?

Once the funds on your card are depleted, you may destroy the card. If there is a chance you might return an item you purchased with the card, hold on to the card because it might be needed to accept a refund.

49. What happens if my cards expire but I still have funds available?

The funds on your card will not be available after expiration. Please review the front of your card for the expiration date.  Please see Cardholder Agreement for additional details.

50. Can I use my Volkswagen Prepaid Visa Loyalty Card internationally?

Yes, however, a Foreign Transaction Fee of 3% will be charged to the total amount of the transaction if you are in a country that uses currency other than US dollars. Please see Cardholder Agreement for additional details.

51. Can I use my Volkswagen Dealership Card internationally?

The Volkswagen Dealership Card can only be used at participating Volkswagen Dealerships in the United States and Puerto Rico.

52. Can I sell my card to a friend or on the internet?

The TDI Goodwill Package is intended for our valued owners and lessees of affected TDI vehicles.

The Volkswagen Prepaid Visa Loyalty Card and/or Volkswagen Dealership Card are not transferable. The customer’s name will be printed on the cards in accordance with the information provided via vwdieselinfo.com during registration. For your security, merchants and participating Volkswagen dealers are encouraged to ask to confirm your identity when accepting the card(s) for eligible purchases. The 3-year, 24-hour Roadside Assistance is associated with the VIN and can be transferred with the sale or purchase of the affected vehicle.

53. How do I activate my Roadside Assistance coverage?

The 24-hour Roadside Assistance will be activated at the time you visit the dealer.

54. How will I know when my coverage has expired?

In the event that your vehicle is still covered under existing new or CPO Roadside Assistance coverage, your complimentary coverage will begin the day your existing coverage ends and will continue for an additional 36 months, regardless of mileage.

If your vehicle is not currently covered under our Roadside Assistance program, your coverage will begin on the day you visit your participating dealer to activate your cards. If you have further questions, please contact Volkswagen Customer CARE at 1-800-822-8987.

55. How do I use Roadside Assistance if I need it?

The program is available 24 hours per day, 365 days per year. If you are in need of assistance, just call toll free at 1- 800-411-6688 and our dedicated service provider will be ready to assist.

56. What services will be covered under Roadside Assistance?

All services currently offered with new or CPO vehicles are included. They are:

  • Towing to the nearest authorized Volkswagen dealership or authorized Volkswagen service facility for disablements due to mechanical breakdown or collision
  • Battery jump start
  • Flat tire service
  • Lock-out service
  • Fuel deliver service
  • Trip interruption benefits

57. Is Roadside Assistance coverage transferable to a second owner?

Yes. Roadside Assistance coverage is transferable to subsequent owners. As this coverage is associated with the VIN, future owners will not need to take any action to benefit from the Roadside Assistance coverage.

It is important to note that while Roadside Assistance is transferable, the Volkswagen Prepaid Visa Loyalty Card and Volkswagen Dealership Card are not transferable.

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