how is the guy on the phone supposed to know it really is the police on the other side and not just some guy trying to scam his way into a freebie?
Cop only number or internal group to transfer to? Fax number to send a warrant with contact info so VW can call back and investigate if need be? Get the police department number, google to confirm they’re legit, and call back? Thats just off the top of my head.
If VW doesn’t have an option like that its poor design. If the guy didn’t know, poor training. One or both are gonna be resolved now that the spotlight is on them.