Date Received: 2021-02-12
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've reached out to GM Financial various times regarding this issue. My lease has been extended through XXXX. In the month of XXXX GM Financial reached out to me multiple times to see if I had received the extension document in the mail. In multiple calls I let the rep know that I had not received the document yet and as soon as I received it I would email it over. I proceeded to ask the rep what the status of my account was and whether a payment was due because when I log in online it shows a payment due date of XXXX XXXX, XXXX. Since I could not rely on the online system to determine whether I had a payment due, I asked each rep I spoke with whether or not my account was current. I was advised in multiple calls that my account was current and up-to-date. Sometime after XX/XX/XXXX I was contacted by a rep letting me know that my account was past due. I asked how that was possible when multiple reps had advised that the account was current. Apparently, because the extension form was not yet in the system, the system was not up-to-date, neither online nor in their system. I understand that timely payments are to be made on the account, but since I could not rely on the online system to verify whether I had a payment due, I relied on customer service to give me accurate information. There has been a lag with the extensions and it's hard to keep track of the payment schedule. Hence, why I asked the question to begin with. Even customer service, couldn't keep track because multiple reps advised me that I had no payment due even though they were aware that I was extending the lease and waiting for the documentation to arrive. After several attempts to speak with a supervisor, I was advised that all supervisors were in a meeting but that one would reach out to me. That never happened. Finally On XX/XX/XXXX I spoke with XXXX ID # XXXX who advised that supervisor XXXX XXXX would call me within 24-48hrs to discuss the issue. Apparently XXXX was finishing with end-of-month reporting and could not speak to me at that moment but she would reach out. I spoke with another representative the following week who advised XXXX was not available but to try again later in the evening as she was on the late shift that day. It's really unprofessional that a customer has to keep reaching out after being promised to be contacted. The wait holds are very long and I've had to explain the situation each time I call in. Finally today, XX/XX/XXXX I speak to rep XXXX in the CXO department who was very nice and was able to get me through to Supervisor XXXX XXXX ID # XXXX. I spent over an hour on this call trying to get this issue resolved. XXXX proceeded to go into the history of the extension fiasco and justify the reasoning for the late credit reporting. Not even interested in the fact that multiple reps advised that my account was current. I simply asked that she or any supervisor review the multiple phone calls so they can hear it for themselves. If I can not rely on the online system to tell me the status of my payments, than obviously I rely on customer service reps to provide me with accurate information. Especially since they knew I had a pending extension and was simply waiting for the corresponding documentation to arrive so I could email it back to them. XXXX advised me that she would look into it and get back to me. We spoke a few hours after this call and she again proceeded to give me the whole history of the extension requests which to me has no relevance seeing as how the extensions were approved. She wouldn't even listen to the phone calls to verify what I'm saying. My last conversation with XXXX was today XX/XX/XXXX at XXXX lasting 27 minutes, which I recorded. She spent much of the time going over the extension documents and confirming dates of when things were sent or received, etc. Nothing to do with representatives advising me that I had no payment due. Everyone is aware the Post Office has been backed up. As of today they still have an alert on their website apologizing for the delays due to unprecedented volume increases and limited employee availability. I can not control how long it takes for me to receive the document in the mail. It seems to me GMFinancial doesn't want to accept fault for their mistake. If customer asks about the status of their account and whether a payment was due, and they advise the customer that there isn't one due, why would I think any different. If customer service can't provide accurate information why is that my fault? XXXX continues to cite that the issue is the extension documentation lag time. She even had me send her proof of the multiple emails I sent to GM that they never received/documented. Again, I don't understand the relevance. Any rep who knows I have a pending extension should be able to go into my account and advise me of any pending payments coming up due or due at that moment. The same way XXXX advised that even though they're waiting for XXXX 's extension documentation, and they can't update the system yet, I have a XXXX payment due. It seems to me that instead of looking through the payment history as they should've done, they simply relied on the online system. It's absurd that the representatives who know and understand how their system works, and how an extension can affect a customer 's online account system, could not advise me of this system shortcoming and properly review the account to give me accurate information. They weren't aware I had a payment due and yet they want to penalize me. They can claim that I should've known I had a payment due all they want, but with a demanding schedule sometimes things get blurry and that is why I relied on customer service to help me stay abreast of my account standing. Isn't that the whole point of customer service! Just for reference I'm attaching a picture of what the online system shows me for payments due. And a copy of the emails I sent to GM Financial which they never received. You can see the extension is dated XX/XX/XXXX, and yet I continued to make payments every month even though their system did not show I had a payment due. It's easy to lose track when the online system isn't up-to-date, hence why I rely on Customer service to help keep me informed.
Company Response:
State: FL
Zip: 33326
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a vehicle leased through GM financial. I had a bill credit listed on bills on or around XX/XX/2017, through XX/XX/2017 and my car was repossessed on XX/XX/2017. When I reached out to the company I told them the bill showed a credit repeatedly, offered to send it, they simply stated no. I offered to pay the balance due to use the car for the last 6 months, no. I sent them the bill, I sent the credit bureau the bill, and both have rejected this and still say the outstanding is valid and true. I have been given zero evidence of this validity. Most recently I found this original bill and submitted it for review. STILL I am told I owe this debt and it has negatively been impacting me for 4 years.
Company Response:
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Americredit double reported it's inquiry on my XXXX account on XX/XX/2019. The car dealers do this when you buy a car, so that by the time you actually make the purchase, they have succeeded in significantly lowering your credit score in order to increase the interest rate.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX XX/XX/XXXX and XX/XX/2021 someone applied For Loans in My Name Without my consent I Contacted The police but because they were only inquiries they stated that they couldnt do anything for me to contact the credit Bureaus to dispute i called the bureaus place a freeze on my report and fraud alert to stop it from happening again. The bureaus told me to come to this site to get a report so they can resolve the issue So now im here hoping you guys could help me!
Company Response:
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I leased a XXXX XXXX at the end of XX/XX/XXXX. The lease ended XX/XX/XXXX. All payments were made on time. I leased a new XXXX XXXX in XX/XX/XXXX and was told I would not pay a disposition fee on the XXXX car. When I attempted to return the XXXX car at lease end, XXXX XXXX in XXXX XXXX, CA refused to accept the car. GM XXXX also refused to accept the car due to the covid pandemic. I made over one dozen calls and emails to XXXX to no avail. I had to store the XXXX XXXX and pay insurance on the car against theft or damage. In XX/XX/XXXX I was contacted by GM Financial and they made arrangements with me to pick up the car at my home. After the car was picked up I received a bill from GM for a repossession fee and a disposition fee totaling {$710.00}. After repeated phone calls to The Lease End Dept, I gave up. GM Financial subsequently sent a " Charge Off '' to the credit unions and lowered the credit rating on my credit and my husbands credit over 100 points. I decided to file a small claims case against GM Financial XXXX. I contacted the Secretary of State to find the GM Agent for Service in Calif. All of the previous GM agents are suspended and there is no agent at this time. The Secretary of State legal dept could not help. I called the legal dept at GM Financial on XX/XX/XXXX. They said I would receive a call back in 24 hours - but no call came. I need to find someone to serve for my case.
Company Response:
State: CA
Zip: 94061
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXX XXXX ( XXXX ) To : XXXX Subject : Complaint RE : Acct # XXXX Dear Mr. XXXX XXXX XXXX, The year of XXXX has been an horrific year dealing with covid 19 virus, systemic racism, election and economy issues. And just when we think things could not possibly get worse, GM Financial sends us a letter with unfair and dishonest practices. Please allow us to explain. On XX/XX/XXXX, we entered into a 39th month lease agreement with GM Financial. Term was approved at 12,000 miles a year. On XX/XX/XXXX. all 39 payments were paid and the car was returned to the same dealership in which we purchased it. XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX to XXXX XXXX. The mileage was noted at XXXX and we turned in 2 sets of keys. XXXX complimented how great the car looked. On XX/XX/XXXX, we received a condition report that reflected charges for XXXX. We did not understand this. As we reviewed the charges, the disposition fee of XXXX is what we understood to pay when the vehicle was turned in, However, in further review, we found that XXXX was for excess wear charge. Then, there is an excess mileage charge noted for XXXX. And lastly, a tax charge for XXXX. The XXXX is not a correct charge that included a missing key set. Please contact the dealership - XXXX XXXX will confirm that we turned in 2 key sets. This is a fact. So putting this on the report shows clearly that these charges are made up. The XXXX for excess mileage is also incorrect. The lease agreement signed on XX/XX/XXXX states the mileage on the vehicle when we took possession was XXXX and when the vehicle was returned the mileage was XXXX, so we drove the vehicle for 39 months and put XXXX on the vehicle. We did not go over XXXX in 39 month while leasing it. Lastly, we know that this is not right or fair. Our family has suffered so much this year, and we can not pay for something we do not owe. We do owe the disposition fee of XXXX as that was explained to us when releasing the vehicle. But that is all we owe. Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX
Company Response:
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I have had a horrible experience with GM Financial which I need you to know about. My XXXX, a lifetime GM customer and current lessee of a XXXX XXXX, passed away last year on XXXX morning XX/XX/XXXX. On approximately XX/XX/XXXX, I reached out to inform your company of his passing and expressed my desire to arrange to keep Dads XXXX. In my letter dated XX/XX/XXXX, as requested, I provided XXXX XXXX XXXX as well as a letter with my contact information, requesting information on taking over the lease or purchasing the vehicle outright. Earlier this evening ( XX/XX/XXXX ) I heard loud exhaust in the front of my home and was horrified to see a tow truck hooking up to my XXXX vehicle. I ran outside in my socks and pleaded with the driver to allow me to remove some of my Dads belongings. I immediately called GM Financial to understand what was going on and spoke with XXXX XXXX XXXX XXXX in the reinstatement department. XXXX began by telling me the vehicle was past due and that GM hadnt received the proper paperwork to communicate with me. I explained to her the situation and she confirmed she received the letter. It defies all logic that a simple call or email wasnt delivered to inform me of the required documentation. XXXX was unreasonable, lacked empathy and shredded the GM brand with her dismissive and condescending attitude. She chastised me for not delivering the proper paperwork or making payments I would have happily made payments if an invoice was provided. I am sickened by the way this was handled. I have a $ XXXX XXXX in my driveway I dont even want to look at. My father served our country during the XXXX XXXX in the XXXX XXXX and always preached to us kids to buy XXXX. He was proud to drive GM vehicles his whole life which makes this experience feel like a harsh betrayal. I can not understand why GM would deny us the opportunity to arrange to keep the vehicle and instead, opted to cause me the traumatic experience of watching my Dads vehicle being towed away.
Company Response:
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: When I paid off my lease there were no instructions except for who to send the money to and for how much. The account was paid XX/XX/XXXX and I received a paid in full letter. I first asked via chat how to get the title on XX/XX/XXXX and was told they release the title to the billing address on file within 30 days of payoff posting. I waited until XX/XX/XXXX to follow up as it was almost 30 days and I still hadn't received anything. I didn't get any help and tried to many times during XXXX. Then I finally called and spoke to someone ( after waiting one hour on hold ) and was told I needed to send the odometer statement. Which they would have to mail to me since my account was closed online. That was the only document mentioned. Waited for that in the mail, as they could not email it and then sent it back. I followed up today, XX/XX/XXXX, and was told now I needed to submit titling instructions. Again, no mention of this step in any of the previous conversations or instructions. Now I have to wait 24-48 hours for it to be emailed. And if I want any of this expedited, as I now have 10 days to submit to the XXXX for my loan, I have to provide a XXXX number. Otherwise it will not be expedited. This is ridiculous how long it's taken! It feels like they are purposely leaving out instructions and making it extremely difficult.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Gm financial is reporting false info on my credit report i file a dispute and all they do is change theve changed it 4 times bow and its still wrong the credit bureas are not doing there job investigating the complaints
Company Response:
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Those items are identity thefts and do not belong to me. I do not recognize them and never had those accounts. My info was most likely compromised. I want XXXX to remove them immediately as they are hurting my credit score. They are not contributing with sending proofs of signatures, and will get an attorney to further proceed if they do not do so.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A