Date Received: 2019-05-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I made arrangements with XXXX XXXX Lease Servicing Team Leader at the XXXX XXXX Servicing center verbally on XX/XX/2019 to make a payment for {$600.00} before the week was over. He specifically offered to post date a payment for me anytime between now and XX/XX/2019 for the {$600.00}. I told him that wouldnt be necessary as I would pay before the week was over. I was in the hospital on XX/XX/XXXX at the time of his call. I literally could barely talk and did not have any bank or credit card info I could give him at that moment. A doctors note will also be included in this complaint. He emailed me from his personal work email : XXXX on XX/XX/2019. That email will be attached to this complaint as well. This email stated that I had until XX/XX/2019 XXXX to pay what I owed before further action would be taken on my account ; pretty much same as he stated on XX/XX/2019 during our phone conversation. I then responded to HIS email to me on XX/XX/2019 and informed him that the {$600.00} payment was sent electronically and also asked a question regarding arrangements for the remaining balance. He never responded. This email is also attached to this complaint. I was then told by him and his supervisor SVP XXXX XXXX that they do not count emails and are actually not supposed to email consumers. I asked where I could find that information and I was told that they do not provide it to customers. Guess I should have magically known that even if they email me first and I respond it counts for nothing. The email did not say not to respond or that he would not be able to correspond back via email. The email did not say to not reply to it. It did not send back an error. XXXX XXXX acknowledged that he saw my email and did not respond to it although HE initiated contact via email. On XX/XX/2019 my car was picked up despite my adhering to the agreements I made both verbally and in writing to XXXX XXXX. I immediately called him and asked what was going on. He then proceeded to tell me that they preferred the payment to be sent a different way. I asked why didnt he tell me that when I responded to his email? He said they are not allowed to email people although clearly he did email me and emailed me first. I asked to speak to SVP XXXX XXXX supervisor. He told me she could not come to the phone because they were about to start their weekly meeting. As a professional myself who oversees the largest county in America, I am bewildered by such an unprofessional response. I did leave her a message and still await a return call. Mr. XXXX refused to provide a direct number or name. Mr. XXXX also declined to let me know where I can find the customer policy informing me that I as a customer I can receive official emails from them but that I can not expect responses to those emails to be considered correspondence. I then spoke to XXXX ID # XXXX in department. He again stated were not going to respond to your email even if we emailed you first. He acknowledged that XXXX XXXX probably violated a no email policy which prevented me from remedying the situation but said it was too late and didnt matter now. He proceeded to also tell me that the payment I submitted didnt really matter because people pay and then enter a dispute with their bank and get their money back. As he was ignorant I informed him that people can request their money back months later so that did not seem pertinent to the situation. He finally agreed that I can send my bank information saying the {$600.00} was electronically withdrawn. For reasons I dont find appropriate he also requested proof of my insurance. This was faxed to him at XXXX XXXX XXXX along with the printed email documentation from XXXX XXXX and my response. XXXX ID # XXXX also stated that he was unable to provide me with documents that would inform me as a customer that if I respond to emails from GM FINANCIAL staff it doesnt count since they dont do email although they initiated the email first. On XX/XX/2019 I did do XXXX XXXX same day pay for {$950.00} reference number XXXX XXXX XXXX and a XXXX payment for {$580.00} reference number XXXX in addition to the {$600.00} that was withdrawn from XXXX XXXX XXXX on XX/XX/2019 and sent to GM Financial. ALL PROOF OF PAYMENTS HAVE BEEN GIVEN AND CONFIRMED RECIEVED BY THEM. When I called in about an hour later I was told it wouldnt show GM FINANCIAL systems for 2-3 days. How is that any different from the electronic payment???!! Why did XXXX XXXX call me and tell me to pay {$600.00} by XX/XX/2019 in order to keep the car and then I pay it 3 days later and they still have the car taken?? I tried to get more info from the collections XX/XX/2019 and the department and said they had no record of me ever speaking to XXXX XXXX. No indication that he called me or emailed me. I have the proof. I would like this account reviewed. This unprofessionalism reviewed. I also called in in XX/XX/2019 to explore options as I continue to miss work and thus pay due to my extenuating health issues. I was told there are no options. The last payment made was in XX/XX/2019. There has been ongoing contact and good faith on my part to explore options as indicated on your website at this very moment and even the email from XXXX XXXX. I left a message with SVP XXXX XXXX on XX/XX/2019 @ XXXX PDT stating they are allowed to call me. I HAVE DONE EVERYTHING THEY ASKED ME TO IN THE AGREED TIMEFRAMES AND I STILL DO NOT HAVE MY CAR!
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XX/XX/XXXX GM Financial XXXX. XXXX XXXX XXXX, AZ XXXX To whomever it may concern : GM Financial Account Number : XXXX I am reaching out in regards to my above listed account and the negative reporting GM Financial has submitted to the credit bureau. As of XX/XX/XXXX I have provided GM financial with my registration cancellation receipt as have requested. The XXXX XXXX vehicle I had financed through them was totaled in an accident. I had purchased the vehicle in XX/XX/XXXX and therefore I should not be responsible for the tax in the amount of {$430.00} tax from the XXXX Municipal Tax Collector. As you can see form the attached documents this information was submitted in XX/XX/XXXX as you requested ( Fax Confirmation ). My most recent credit report shows that GM Financial has reported this as unpaid and past due. I have spoken with GM financial several times and each time they have confirmed that the tax abetment was approved but they have failed to take any action to have this removed. I have spent several hours on the phone with GM Financial and several weeks waiting for replies. As of XX/XX/XXXX, six ( 6 ) months have passed and they have failed to take action on this. I have also opened several disputes with the credit bureau and each time they reach they have come back with confirmation from you that this amount is in fact past due on my account and the reporting can not be removed. They have shown to be very irresponsible with how this matter was handled. I have been patient and provided all info they have required, but this matter is affecting me financially as I am unable to refinance my student loans and apply for a mortgage due to this. I am very disappointed that they have not taken ownership to see this matter through and have allowed it to continue for this long. I have requested a simple letter form them to provide to the credit bureau but after confirming they would provide it over a month has passed and I have not received this information. This will be the last step I take before taking legal action towards them for damages due in accordance to the interest paid in loans that I am unable to refinance and have to pay higher rates on due to this reporting. I am very disappointed that this matter was not handled accordingly. Sincerely, XXXX XXXX
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: applied for a vehicle, and for some reason they seem to do more then what they told me. I have so many inquires on my report that it is ridiculous. I am trying to reestablish, my credit and they are not making it any better, I was mislead by these car dealers, They told me it will be a soft pull on a couple and it ended up being. this all started on XX/XX/2019 to XX/XX/2019 will not do this again.
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2019 I receive a call from GM financial that my payment is late. It cant be Im on auto pay. This is the third time I have put my account on auto payment and GM has taken it off without my consent only to charge me a late fee and ruining my reputation. I noticed there are a lot of complaints for the same thing from others. In this short space I can not site each law that has been broken but Ill be happy to list each on in our suit if it becomes necessary. I will not be defrauded by this company any longer
Company Response:
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I checked my report recently and noticed that you did not remove it. Americredit Inquiry from XX/XX/2019 Why is that? It appears to me that you don't care about my rights and my creditworthiness.
Company Response:
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Received a letter ( XX/XX/XXXX ) stating my lease was paid off. They were wrong as the applied a payoff from another loan to my loan. I called GM Financial to let them about their mistake and they said they would correct the matter. I have send 2 payments in to keep currant on my contract ( ends in XX/XX/XXXX ). I now found they lost my payments and tell me I owe late charges. I want then just to clear my name and end my lease early. I have done business with GM for over 20 yrs and I wont do business again. I feel like calling the news channels and informing everyone I know.
Company Response:
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2019-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I was contacted by GM Financial on XX/XX/19 in reference to a XXXX XXXX and XXXX XXXX. Both of these vehicles I have leased from GM Financial for the past 3 years. These vehicles were given back to the dealership when we purchased new vehicles in XX/XX/2019. I was informed by a collection representative that my XXXX XXXX was 38 days past due and has negatively impacted my credit. I was then transferred to a Loss Mitigation representative, XXXX who was unable to assist me since I was supposed to be transferred to the End of Lease department. Once I finally got to the End of Lease department, XXXX advised me that both the XXXX XXXX and XXXX XXXX were not paid off and confirmed that the XXXX did impact my credit. She then advised me that the XXXX XXXX was 25 days past due and going to report if payment not received. I advised XXXX that both vehicles were returned and I did not have ownership of these vehicles anymore. XXXX advised this is not what was showing in there system and she could not assist me. She advised I would need to contact the dealership. I contacted the dealership and received copies of the cashed checks along with the Remaining Lease Obligation Quote from GM Financial. Both vehicles were paid the correct amount on XX/XX/19 and both checks were cashed on XX/XX/19 however ; I am still being impacted. I started getting daily collection calls until I requested my cell phone number to be removed. I still get daily emails advising me that my account is delinquent and I need to contact them immediately. I have provided all of this information to GM and it is still impacting my credit as a consumer. I do not go past due on my bills and work in the same industry. I understand how important credit is and am extremely frustrated I can not get this resolved. The dealership has done what they needed but I can not get GM to fix this error. During a conversation with my spouse, an agent advised him that the payment for the XXXX XXXX was received and it was posted to the wrong account. We asked them to stop the reporting on our credit until this was resolved and advised this could not be done. I find it hard to believe this can not be done when it is the company that made the error not us. I need to get the collection activity to stop on these vehicles and know that this is resolved so that I can sleep at night.
Company Response:
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: complaint against : GM Financial XXXX GM repossessed a car that was deemed t otaled after an accident XX/XX/XXXX. Payments were up to date ( actually a payment was not due until XXXX of XXXX ) Car was repossessed at a salvage yard on XX/XX/XXXX. There was approx. {$2800.00} or less owed on a {$28000.00} loan and as I stated PAYMENTS WERE UP TO DATE ... NOT IN DEFAULT. My daughter purchased a XXXX XXXX XXXX in XXXX of XXXX, I cosigned for her. SHe was involved in an accident in XX/XX/XXXX when she was rear-ended by a driver with no insurance, suspended license. XXXX, the insurer of the car, deemed my daughter a non-covered driver and would not pay damages to car. PAYMENTS WERE CONTINUOUSLY MADE ON TIME TO GM FINANCIAL. Car was towed to her rented home to avoid impound fees ( which I paid around {$200.00} to get out the day after. ) GM had sent an appraiser out to inspect the care, it was deemed a total loss, as it was by XXXX. In XX/XX/XXXX, XXXX paid my daughter some money towards medical bills and lost waged, as I had uninsured motorist coverage. We tried to settle on a payoff amount to pay off vehicle, GM would not settle for less, we agreed to pay balance, and sent them {$9500.00}, leaving a little over {$3000.00} ... payments were not due until XXXX, I made an additional payment of {$350.00} on XX/XX/XXXX. My daughter who lives in Florida, this is where the accident happened and where the vehicle was, lives in a rented home. The car which was totaled sat in her front yard for a year. Her landlord was threatening to evict her if the car was not moved, so she called someone in the local paper to have it scrapped. The person who picked up the car, was aware she did not have the title. ( XXXX XXXX, XXXX XXXX ) My daughter asked if she should call GM Financial, he stated he would send a letter to them as required by law. I spoke with XXXX on XX/XX/XXXX and he stated he did not act a repo agent and did not bill GM Financial for storing the car, as I was told by GM Financial that he was acting as a repo agent and he did bill them for storage. GM informed me that as soon as my daughter had the car picked up it was a voluntary repossession. We were both unaware of this and since we were not in default of payments and my daughter was in danger of eviction from her home, she did not realize this would be the case. WE had full intention of paying off the vehicle when my daughters taxes came in and I made a good faith payment in XXXX when we found out the refund was going to be delayed. I was never notified until after the fact by letter and if they would have contacted me, I would have paid balance to clear title. I contacted GM on XX/XX/XXXX after I received letter and again on XX/XX/XXXX. On XX/XX/XXXX both my husband and I were on the phone for over 3 hours, transferred to multiple departments. The employees were very rude, raising their voices to us. Many times throughout the call, we were transferred to different departments that stated " we cant help you, the records are in such and such dept '' Many times during the call I was told thin '' gs that were not true or contradicted a previous statemtent. I was also told when I stated it would have been good customer service to call me to let me know that this was going to be a repossession, they stated '' If you had been in collections, we would have called you a couple times a day '' Also stated 'when your daughter called us, we told her it would be a voluntary repo '' but just prior to that, I was told " if you or your daughter would have phoned us ... '' They also stated that " when we were called to pick up the vehicle '' They were not called by anyone, GM responded to a letter sent by the person who picked up the junk car and called XXXX XXXX to make arrangements to pick up. I was told multiple times that the vehicle was going to be sold at auction ... I kept asking if they realized the vehicle was a total loss, they would not respond. I was finally told that " if you read the fine print, you would see you were in violation '' GM offered to send copy of contract and as of this date, I have not received it. I verified my NY address with the person at GM. So basically, overnight, they took the totaled vehicle on a flatbed, charged me the repo fees and placed a repossession on my credit report. My credit score went down 100 points overnight. I have full intention of paying off the amount due on the contract of the car, but I WANT THE REPOSSESSION OFF MY CREDIT REPORT as at no time whatsoever were were informed or stated we were in agreement to a voluntary repossession. Desired Resolution : Correction to a credit report Desired Outcome I want the repossession removed from my credit report and my daughters credit report.. Complaint Detail Date of Transaction : XX/XX/XXXX Date of First Problem/Issue : XX/XX/XXXX Have you complained or contacted the business? Yes Date ( s ) Complained : XX/XX/XXXX Date ( s ) Complained : XX/XX/XXXX Amount disputed : XXXX Product/Service : XXXX XXXX XXXX Order, Contract, Account, or Policy Number : acct # XXXX
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-06
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: GM Financial provided certificate # XXXX for four months lease pull ahead for use if I purchase or lease a new vehicle by XX/XX/2019. The certificate states, " XXXX will cover up to 4 lease payments up to {$2500.00}. '' I leased a new vehicle on XX/XX/2019 and met all the terms of the certificate. On XX/XX/2019, XXXX months after I turned in the previously leased vehicle, GM Financial refused to honor the lease pull ahead and sent me a bill for {$1200.00}. I have been stuck in the middle between GM Financial and the dealership.
Company Response:
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2019-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have 5 late payments on my account from gm financial. However these 5 are incorrect. Ive disputed it with 5 times and won each time but they never changed it like they were supposed to.
Company Response:
State: MI
Zip: 48858
Submitted Via: Web
Date Sent: 2019-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A