Date Received: 2021-02-10
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: THE LENDER OFFER DEFERRED PAYMENTS FOR A ( FEE ). THE LENDER FAILED TO INFORM US WHEN ACCEPTING THE OFFER THAT IN THE EVENT OF A TOTAL LOSS ANY GAP CLAIM WOULD BE DENIED. WE HAD AN ACCIDENT XX/XX/XXXXXXXX RESULTING IN A TOTAL LOSS AND WHEN I CONTACTED GM FINANCIAL TO INFORM THEM I WOULD BE MAKING A GAP CLAIM THE REPRESENTATIVE INFORMED ME THAT IT WILL BE DENIED DUE TO THE FACT WE ACCEPTED THEIR OFFER OF DEFERRING PAYMENTS ON THREE SEPARATE OCCASIONS. I ASKED WHY WAS THIS NOT DISCLOSED BEFORE AND I WAS TOLD THEY HAD NO WAY OF KNOWING I WOULD BE IN AN ACCIDENT. XX/XX/XXXXXXXX THE GAP COVERAGE WAS DENIED AND GAP INSURANCE CANCELED. MY INSURANCE MADE A PAYMENT OF {$8600.00} LEAVING A BALANCE OF {$2600.00} I CALLED GM FINANCIAL AND AGREED TO PAY ANY LATE FEES BUT REQUESTED THE REMAINING BALANCE BE WAIVED DUE TO THEIR FAILURE TO DISCLOSE INFORMATION THAT WOULD FINANCIALLY IMPACT ME. HAD SPEAKING TO SOMEONE WAS VERY DIFFICULT AS THE REPRESENTATIVES HAD NO TRAINING ON HOW TO HANDLE THE MATTER AND WOULD CONSTANTLY INTERRUPT ME AND TALK OVER ME. I WAS HUNG UP ON AND HAD TO CALL BACK A TOTAL OF FOUR TIMES TO GET A SUPERVISORS VM ( THAT NEVER CALLED BACK ) I WAS TOLD TO WRITE A LETTER WHICH I DID XX/XX/XXXX AND THE FOLLOWING MONTH CALLED BACK AND SPOKE WITH XXXX ( ID XXXX ) WHO TRANSFERRED ME TO HER SUPERVISOR XXXX 'XXXX VM ( STILL NO CALL BACK ) I REACHED OUT TO AN ATTORNEY AND SUBMITTED A LETTER WHICH HAS NOT BEEN ANSWERED. I did receive a letter from ( XXXX XXXX Compliance Department | Complaints XXXX ) who never answered her phone or replied to any fax I sent as a correspondence. In this Letter they admitted they notified me on XX/XX/XXXX that my Gap would not cover any payment extensions I may have received throughout the life of the account not when I first accepted an extension. My previous cfpb complaint XXXX was based on the fact the lender failed to provide me notice when accepting a payment extension this ( GAP issue ) would occur should I have an accident that results as a total loss, something their industry deals with often. They also canceled my GAP insurance without the ability to dispute the fact GM Financial informed them that I had six payment extensions. Again GM Financial submitted documentation in the previous cfpb complaint XXXX that contradicted this with their own documentations and errors. The letter and payment history show only three Payment extensions. This error caused the GAP coverage company to not make the payments. My wife and I now have a Charge Off on my credit report the day after I called them in XX/XX/XXXX and again would not be connected to a manager/supervisor. They have been deceptive and have avoided my request to speak to a supervisor countless times. GM Financial Failed to Inform me that accepting a payment extension would result in loss of GAP coverage at the time the extension was offered. GM Financial Failed to provide accurate counts of the extensions to the GAP provider XXXX. ( proof of error provided by GM financial themselves ) GM Financial Failed to provide me notice of Charge off so that i may dispute the debt. GM Financial Avoided direct communication or responses to resolve this issue. GM Financial Added additional late fees at charge-off, all late fees where already added up and itemized on the payment summary they provided.
Company Response:
State: VA
Zip: 236XX
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: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Car purchased in XX/XX/XXXX. Extra amount paid to account every month, through my bank bill pay option, with a phone call every 1-3 months to have the extra applied to principal. During each call, I would also ask about paper statements as they were inconsistent, eventually becoming non-existent in the mail. Late XXXX, I again asked about putting extra in account towards principal. I had just had a payment clear my bank account and had mentioned this to gentleman on phone. Receiving confirmation that in 1-2 days it would be applied to principal, I also asked about statements. I was told it was also taken care of and was assured statement would be received for the next month. The following weekend, the XXXX app told me there was a balance due on the account, but due to timing of alert and call center hours, I had to wait until Monday to learn that the payment and excess on account had been applied to principal. This resulted in appearance of no payment, penalties. What followed is several weeks of phone calls and continued assurance that this would be corrected. Instead, I received notice three weeks later that a ding was going to hit my credit due to late/missing payment. It took three MORE phone calls to finally find someone willing to help me and personally take responsibility, calling me back regarding correction to the account. After two years of requesting paper statements or digital ones, I finally spoke to someone able to correct the digital statement setting to allow my account to collect statements so that I can track how much is being applied to the principal on account each month. I am missing consistent statement history. For a loan that is 2.5 years old, I have 9 total statements available for my review. Digital or print. I have never received requested transaction report after the XXXX snafu. This past month XXXX XX/XX/XXXX XXXX, I requested TWICE, via the app chat, to have excess on account applied to principal. Each time assured that it would be taken care of within 72 hours. This afternoon, I called asking for extra payments sent to be applied to principal. In reply to question about balance on account, I learned that the excess in account prior to XXXX payment was never made to the account. After every request for principal payment, I am instructed to wait up to 72 hours to see changes made to account. However, there is no balance available on my account, just what is due each month. With inconsistent statements, this has become a daily task to verify payments have been made correctly to account. This has been a monthly headache for the life of this loan and is quickly becoming a UDAAP issue due to payments not posting to my account in a proper and timely manner, the inability for me to balance my own account due to limitations of statements and detail within app, no statements available to review, and falsely threatening to report credit status to bureaus. Having a car loan should not cost me 30+ minutes of every month making sure my account is as desired. Nor should it take more than ONE contact to ensure that statements are sent to me or that payments are made correctly to the principal of my loan.
Company Response:
State: AK
Zip: 99577
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There is unknown hard inquiry on my credit reports. Im requested the verification of the inquiry and the method of verification. AMERICREDIT, Inquiry : XXXX XXXX, 2019. For the first time no response came in 15 days company did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiry.
Company Response:
State: OR
Zip: 97301
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
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: GM Financial contacted me by phone in XX/XX/2020 to collect a property tax payment on a lease that I had turned in, at one of their dealerships, but was not closed out properly by the dealership. When I leased a new car at the same dealership, I also updated my address to my new address. I never received any notification from GM Financial about the full-year tax bill on the car that I only had for one month of the calendar year, because they continued to send my mail to the old address, despite the fact that by the end of the XX/XX/2020, I had two new vehicle leases with GM Financial, and both used my current address. When I called in XXXX to provide GM Financial with the information, they said that if the closure documents were faxed to them by the dealership before the end of the month, the account would be put on hold until the abatement processed. After receiving another bill from GM Financial last month for the full amount, and a recorded call from GM Financial today XXXX, I called to inquire about the status of the account, and was told for the first time that the account had been allowed to age 60 days past due and that the overdue balance had been reported to credit agencies. They had not in any way informed me that they would continue to age the account and damage my credit. They had no, as the agent said for the first time today, informed me that I should pay the whole amount in advance and wait for the refund of the abatement. Had I been told up front that this was their policy, I would have paid the whole amount in advance and waited for the abatement. But instead they said they put the account on hold. On hold means that the account is not aging. This is a deceptive and harmful practice, and they need to better train their phone agents in their actual company policies and not mislead their loyal customers by telling them one thing and doing another.
Company Response:
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
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: GM FINANCIAL - ****** Opened Date XX/XX/XXXX Balance {$24000.00} GM FINANCIAL - ****** Opened Date XX/XX/XXXX Balance {$14000.00} As a customer I have privileges that are given to me to safeguard me from mis-information being accounted on the credit report. At this time I would wish to get a previous request for assessment before I check with my lawyer for tips on the way to handle inaccurate and unverifiable things that are ongoing to be tested as accurate. Please don't hesitate to have me with a copy with the contract authorized or voice conversation where I granted billing me with this particular account.
Company Response:
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was looking through my report and noticed a vehicle that I returned to the dealership where it's reporting completely incorrect. I had the opportunity to talk to several lawmakers and friends, and learned some basic laws in regards to voluntary or repossession of a vehicle. Under the laws of MASS and UCC 9.506 as well as State RISA and MVISA statutes, a deficiency can not be claimed unless all of the required notices were properly and timely given, and all of the allowable redemption and cure time limits were adhered to. PLEASE HAVE THEM IMMEDIATELY REMOVE
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
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: GM FINANCIAL XXXX Opened XXXX. XXXX, 2017 Balance {$4100.00} As a consumer, I have rights that are granted to me to protect me from misinformation being submitted on my own credit report. At this time I wanted to set up a last demand for assessment before I talk with my lawyer for advice on how to deal with inaccurate and unverifiable items that are ongoing to be approved as genuine. You need to deliver me with a copy with the contract agreed upon or voice dialogue where I granted billing me from this account.
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: GM Financial has incorrectly sent late payment information to the credit reporting agencies. This was a new vehicle purchase. There was some sort of problem with the account setup and then this reflected in their website. I was getting confusing information from their website - that my account had been cancelled, then access was locked and i couldn't get back in, then couldn't the new account. Then, when I tried to apply payment on several occasions, the system would not accept the payment. Then I called the service center to make a payment and the clerk took my payment information and I thought the matter was settled. However, a few days later, GM Financial called me to say that they had no information about the payment and I was late. I gave them the payment information again. The lady was very rude and said that there was no record of my previous call and that " no one else is having trouble with making payments on the online system ''. Really? I find that hard to believe. After spending an hour on the phone with an agent this week, I was able to get access to my account and will hopefully be able to make payments online. I am up to date on my account and the GM Financial System says I am current and next payment is due XX/XX/XXXX. However, you can not see payments made by calling the call center on their online system. If not for the process, system and coordination snafus at GM Financial, the payment would have been on time. There has been snafu after snafu dealing with GM Financial. And, they have a message saying there is a new system coming on XX/XX/XXXX. I am fearful this will not go well and I will not be able to apply my payment online. Hopefully this works.
Company Response:
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
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: I turned in a truck and I received one invoice stating that they were charging me {$3600.00} in fees. I called GM financial to ask what these charges were and I didn't hear back from them until today. - they claimed it was due to covid. I am doing a refinance on my house and my credit was checked and not only did GM put this terrible mark on my credit, but stated I owed this money, when I had no idea what I was even being charged for and couldn't even speak to anyone due to circumstances with COVID that are out of my control. Now I can't refinance my house. Once I found this out, I called GM financial and settled on a payment plan but this is insane and not fair.
Company Response:
State: MI
Zip: 48390
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I sent the attached letter to GM Financial certified on XX/XX/XXXX and have yet to receive a response. The company is required to send me a signed contract with the signature matching my ID to validate the debt.
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A