Date Received: 2020-07-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a vehicle leased thru GM Financial and that vehicle was repoed. The account was sold to several different collection agencies and the most recent being XXXX XXXX. I settled the account with XXXX and account was paid in full. XXXX is either not reporting to GM Financial that this account is settled or GM Financial is refusing to report properly to the Credit Bureaus. This still shows as a charge off on my credit report.
Company Response:
State: OK
Zip: 749XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Customer has an account with GM Financial. Customer inquired about Relief Program. Customer asked for assistance with his payments due to the coronavirus crisis in his state. On XX/XX/XXXX, customer called to be enrolled for the relief program. Customer was informed that he qualifies for the relief program because customer had never missed a payment since he signed the loan with GM Financial in XXXX of XXXX. Customer was approved for the enrollment and given a pin number to enter on GM Financial website. The GM Financial website system did not allow customer to log in and finalize the enrollment. I called on XX/XX/XXXX. I also called from XX/XX/XXXX to XX/XX/XXXX and was unable to speak to any of GM 's representative. I send GM Financial a letter to notify them of their system failure explaining to them that their website is not allowing me to complete the enrollment. Customer sent another letter to GM Financial asking them to help with the enrollment and to correct the inaccuracies on my account statement in XXXX, XXXX. GM sent me letter about debt validation. Customer sent another letter clarifying that he did not ask for debt validation but was asking for assistance in completing the Relief program. Not once did I claim that I do not owe them. I have been making my payments, therefore, I accepted the debt. GM refused to assist me and instead sent me a letter dated XX/XX/XXXX, stating that : they are unable to proceed with my request because 1 ) sufficient information to identify the account such as account number, name address and telephone number were not provided 2 ) the specific information the customer is disputing 3 ) all supporting documentation or other information reasonably required was not provided. However, customer provided GM Financial with all that information. Is GM relief program or assistance during the coronavirus crisis a shell? Do they really want to help customers or hurt them during these vulnerable times or is it because of my last name? On XX/XX/XXXX GM had my vehicle repossess. I called their XXXX number to asked why they repo my vehicle. I was informed by a XXXX XXXX id # XXXX to pay {$2000.00} if I want my vehicle. What kind of unfair and deceptive practice that is not in alignment with consumer laws is GM Financial practicing?
Company Response:
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: My XXXX XXXX XXXX was totaled and I had gap coverage through the dealership. When it came time to get the paper from progressive to ensure that gap paid the remaining balance that progress didnt cover I couldnt get the information. I called the claim adjuster who was assigned to me as well as emailed him and I got no response. I went to the office and received no help. Now the balance is in collections on my credit with interest.
Company Response:
State: MI
Zip: 48205
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I noticed that my most recent credit report contains a 30day late payment reported on XX/XX/XXXX for account # XXXX for my XXXX XXXX XXXX for the payment due in XXXX. And in this case, it seems like there were some mis informed information. I got furloughed from my job in XXXX because of COVID 19 and I immediately called GM Financial to advised them. At first, I was advised that since I have a lease, there was not much that could be done. I understood and I planned to keep paying my monthly obligation whichever way I could. Come XXXX I called again because I received an email that GM Financial could now help customers with a lease. So, I called and spoke to a gentleman by the name of XXXX and I advised that it was getting very difficult to pay my monthly payment because I was working 20hrs instead of 40hrs and I still had other obligations. I have a mortgage and monthly expenses for my XXXX children and me. I was advised by XXXX of my options. The best option was to make payment arrangements for the month of XXXX & XXXX. We spoke about how much I could pay and how often. I advised XXXX that I would be able to pay {$400.00} every two weeks starting on XX/XX/XXXX until I brought the account to current. XXXX advised me that as long as I made the {$400.00} payment every two weeks my credit reports and score would not get affected. I also advised XXXX that I was schedule to return to full time hours the second or third week of XX/XX/XXXX and that I planned on brining the account to current by the end of XXXX. He advised that it would be ok and that I had to comply with this agreement in order to not get affected with credit. On XX/XX/XXXX I received an alert that my credit score went down 135pts!!!!! because of a late payment to GM Financial. I was in shock. I immediately called GM financial on XX/XX/XXXX and spoke to a lady by the name of XXXX and after being on hold for over 30 minutes, she advised that it was what it was. And that as of XX/XX/XXXX GM Financial went back to reporting negative payments to the credit bureaus. And that there was nothing she could do. That GM Financial reported truthful information because I did not pay on time. And to contact the credit bureaus to try to take off of the late payment and if not to contact Customer Service Support and maybe a customer advocate could review my case and assist but she said they may not do anything. I understand the repercussions of paying late and how it could affect my credit. I have always taken pride in my credit and it is something I do not take lightly. I am a bit frustrated because I did everything that I was asked to do. I was upfront and honest about my current situation and I still got reprimanded. If I wouldve been told otherwise I wouldve done what I could to not hurt my credit with a late payment. Since XXXX I have had to get creative in order to fulfill my obligations with of my regular pay. I even used some of the stimulus money I received to pay my vehicle. I trusted GM Financial and I was relieved when I thought I had made arrangements and this was one less burden I had to deal with until my life got back to normal. I was so appreciative and I was working really hard to keep things right. I apologize for this mishap. I have stellar credit report and I truly believe that this missed payment doesnt reflect my creditworthiness and commitment to repaying my debts. This has crushed me. I have always taken pride in my stellar credit. And the way I was treated to try to make this right was not professional at all. I know that at the end this is my responsibility but I also know that I am as responsible as can be with my obligations and based on my track record I would NEVER deliberately not pay for something that will affect my credit.
Company Response:
State: TX
Zip: 75287
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I am paying my car loan back at a payment and a half per month with GM Financial to catch up after falling on tough financial times. Have discussed with them multiple times the plan. In the past 3 days alone, they have called me 15 times! When I questioned them, they said, well the computer says weve only twice today.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On Monday evening XX/XX/XXXX I was awoken @ XXXX by a loud knock on my door. My husband opened the door and was told by 2 men with a flatbed truck stating that they were here to REPOSSESS my XXXX! We called XXXX for assistance as we were well aware that my GM payments were up to date. Upon further investigation we were told that they were to pick up a XXXX XXXX XXXX. I explained to them that I returned this vehicle XX/XX/XXXX and leased a newer one. The 2 men accepted this explanation and left without incidence. I went to work the following morning @ XXXX after no sleep, due to this intrusion in our lives. I called XXXX XXXX later that day and was told that someone would get back to me, Later I was told the vehicle in question was actually on their lot in XXXX! I asked them to fix the situation and get my name off the vehicle. I was told that " due to covid GM is busy and delayed with all functions. '' I called again Tuesday night for update and was promised someone would get back to me on Wednesday. It is now Thursday evening and I still have no resolution to this problem. The car in question has been on their lot since XXXX, long before Covid! They apparently did not do their job properly! When will this be resolved and will I have to be checking with the credit agencies next? I have called both companies multiple times without resolve. now my credit is compromised. As of XX/XX/XXXX my credit # has decreased by 66 points.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2020-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
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 called GM Financial on XX/XX/2020 because I had a bill for {$710.00}. They told me that I should receive my bill in the mail and gave me the website to look at the damages that I was being charged for. I returned the vehicle to XXXX XXXX in XXXX, NM. The manager that looked over my XXXX said that everything looked good and he didnt think I would be charged anything. I was shocked when I saw this bill. I took pictures of my XXXX and the damages and pictures that are on there were not on the vehicle when I turned it in. I sent an email to XXXX on XX/XX/2020 and attentioned it to XXXX. He was the gentleman helping me and gave me those instructions. I also included the pictures that I had taken. I paid the bill because it was due on XX/XX/2020 and didnt want it to affect my credit score. I havent heard back as of today XX/XX/2020. I was also unaware of the disposition fee of {$390.00}. The day I turned my vehicle in they gave me a remaining lease obligation that stated {$0.00} owed. As I said previously I turned my leased vehicle in on XX/XX/2020, the inspection wasnt done until XX/XX/2020. I dont know where the vehicle was kept or who drove it for the 26 days in between the inspection. I had absolutely no control over where or how it was kept and find it incredibly unfair that I am having to pay for damages that I did not do. I took care of the vehicle and did not turn it in the condition that those pictures show. I attached the pictures that I took of the vehicle minutes before taking it to XXXX which show that those damages were not there the day I turned it in.
Company Response:
State: NM
Zip: 882XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I am writing regarding my account with GM Financial. This account was opened XX/XX/XXXX. The account was for the lease of a XXXX XXXX XXXX which was returned in XX/XX/XXXX. Currently I have attempted to resolve the matter, but GM Financial maintains they want paid for a disposition fee. I maintain that money paid to them for XXXX taxes was misallocated, therefore I should have been on target to receive a refund for taxes paid ( prorated from XX/XX/XXXX, and the full months of XX/XX/XXXX to XX/XX/XXXX ). Also, I maintain that I, in good faith, tried to get information for any and all costs associated with ending this lease in order to limit my liability to only excess wear and tear and excess mileage. My intention with ending the lease was that the dealership to which I would buy/lease my next car would pay all final payments in full to GM Financial with the exception of the excess wear/tear/mileage if applicable. Prior to searching for a car for lease/purchase I called GM Financial to get final numbers : buyout price or lease pay off, and any final costs that would be associated in order to close the account. I called ( approximate date XXXX XXXX ) and I used the online chat option to get this information. I also checked in multiple places in my account ( on their website, app, and paper statements ) and was unable to get this information from any of those options. I was told a buyout number and lease payoff during the call and the chat session. I was told that sometimes XXXX offers to forgive the remainder of the lease if I bought another XXXX product, and I received letters in XX/XX/XXXX stating as much ( early lease turn in ). I asked specifically and in multiple conversations via telephone and online chat if there were any other costs that might be associated/incurred with returning the vehicle. I was told no. I asked again if there would be anything else that would need paid other than a buyout or completion of the lease payments. Again, I was told no. I asked if there was anywhere on their website in my account information or statements to confirm what they were telling me, and I was told no, but was also told the information they were giving me was accurate. In XXXX of XXXX I started the process of looking for financing and searching for my next XXXX car. I spoke to salespersons at three dealerships ( XXXX XXXX, XXXX XXXX, and XXXX XXXX ) about an early lease turn in. XXXX XXXX is closest to me, and I test drove a car that I was interested in. When it came time to discuss purchasing the car I was told by the sales manager, XXXX, that I should take a smaller car. I told him and the salesperson, XXXX, that I was looking to purchase a larger car to accommodate my family ; that I needed something larger to accommodate a car seat and enough leg room for myself because I have a XXXX that affects my XXXX and XXXX, and with the current car, I was in pain from not having enough room due to the car seat. XXXX was abrupt in telling me he could not sell me the car I wished to purchase, that I should accept a smaller car, that I would have to roll over the remainder of my lease, and if I was unwilling to accept that there was nothing else he could do for me. He ended the discussion by walking away. In weeks following I was emailed by XXXX XXXX even after unsubscribing and called multiple times a week and sometimes multiple times a day even after requesting the calls cease. It took more than a month for the calls to stop, and representatives from XXXX XXXX only stopped when I threatened to file a complaint of harassment with the Attorney General and Federal Trade Commission. After that the calls were less frequent, but they did not cease entirely even with me blocking the numbers that were previously used. It was because of the interactions at XXXX XXXX that I decided to purchase from a different car company. It was around that time that I paid the year XXXX taxes on the XXXX XXXX because I believed I would have the car until XX/XX/XXXX when the lease ended. Taxes are paid directly to the Leaser, as requested in a bill from GM Financial, by the Leasee which are then paid to the county tax assessor where the car is located. I sent the check through my banks online payment system including a memo for the check to be directed to the payment of taxes. The payment was made on XX/XX/XXXX for the amount of {$260.00}, the amount listed for the cost of XXXX taxes. I have obtained proof from my bank that this payment was made. On XX/XX/XXXX I purchased a car and returned my XXXX XXXX to XXXX XXXX, located at XXXX XXXX XXXX XXXX in XXXX, VA. I received the final bill sometime around the end of XX/XX/XXXX or the beginning of XX/XX/XXXX. When I called to find out why I was receiving a bill, and especially one this high, I was told it was a disposition fee. I asked what a disposition fee was and was told that it was for disposal of the car. I knew the car had been sold from XXXX XXXX in XXXX because I watched for the listing and sale of the car. I asked why this had not been disclosed as part of the final pay out. They said that a final pay out came when they knew if there had been excess miles or excess wear and tear. I told them I had expected to pay that if that were found to be necessary, but that I had specifically asked if there were any hidden costs, anything that would need paid besides the last of the lease payments, and anything else other than a final bill for excess wear and tear or miles. I also told them I knew that excess wear and tear or excess mileage charges were possible, but with how I took care of the car it would not be probable. I told them everyone I had spoke with had told me no, that there were no hidden charges. The wear/tear and miles would be the only things I needed to worry about if I had a dealership willing to either buy the car or pay off the lease even if I went with a different company. I knew that I was under mileage for the car and that wear and tear would not be a problem because I always kept it clean. I asked for the balance for pay off of the lease and for buyout of lease. I asked specifically for any and all costs, hidden or known, and was given an amount that was not accurate. The dealership from which I purchased my new car paid off my lease. The sales manager also called and asked for a full pay out. I was standing there as they were on speaker with the representative from GM Financial. The representative gave a number that was not a complete pay off. The disposition fee was not included in the final amount. The taxes I paid in XX/XX/XXXX had been applied towards the car payment and not the tax payment which gave the dealership willing to pay off my lease an inaccurate amount to pay to GM Financial. Had GM Financial applied the money correctly for the taxes and included the disposition fee they would have received full payment from XXXX for the balance of the lease, and I would have received a refund for XXXX through XX/XX/XXXX taxes as well as a refund for all of XXXX taxes paid. Taxes paid for XXXX were returned to GM Financial for the months of XXXX and XXXX. I have email from XXXX XXXX XXXX stating a refund was given back to GM Financial for the car being returned. That refund was not applied to my account. The tax assessor also explained in the email that in order for the refund to begin on XX/XX/XXXX they would need to be contacted from GM Financial or have something to reflect that I no longer had the car on or after XX/XX/XXXX. Only then would a refund be given for XXXX tax payment, that it would be prorated, and that the refund would be sent to GM Financial. I asked GM Financial in XXXX or XX/XX/XXXX to not report this to credit agencies until the dispute had been resolved, and I was told that it would still be reported to credit agencies as late/nonpayment. I said that in the few times I have had a dispute about a bill that the company had always agreed to hold reporting to any credit agency as long as the dispute was in process and resolution had yet to be found. The representative refused to hold reporting to the credit agencies. At this point by credit score dropped 80 points within two days. In looking at my credit report, GM Financial not only reported negatively to the credit agency once, but they reported negatively three times in two days ( XX/XX/XXXX and XXXX, XXXX ) for 30 days late. During the time I had the car in my possession I had not one late payment. Now in disputing these charges I receive 3 late/negative reports in a matter of two days. I requested a statement from GM Financial in XXXX or XX/XX/XXXX, and I received it in XX/XX/XXXX. The statement reflected what I had told their representatives in previous discussions : I made a payment of {$260.00} to be applied to XXXX XXXX County Tax Assessment. It shows the payment was directed towards the monthly car note, not applied to the property tax as I had designated in writing on the check sent from my bank. This check was received XX/XX/XXXX. As of XX/XX/XXXX I have notified GM Financial that I would be in contact with an outside official because I am disputing the final balance. I have spoken to multiple representatives from GM Financial both before and after returning the car on XX/XX/XXXX. I have asked for transcripts of these conversations from the online chat, chat in the app, and the monitoring of the phone conversations. I have not yet been provided with that information, and I was told on XX/XX/XXXX that I could not be provided that information. Please note, if this is not the correct agency to seek relief, please let me know who to direct my request in order to resolve this issue. Thank you for your time.
Company Response:
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX I submitted a covid-19 deferral through GM Financial of XXXX XXXX Texas. They stated that my XX/XX/XXXX and XX/XX/XXXX payment would be deferred and my next payment would be due onXX/XX/XXXX. They immediately reported me as late. I disputed this information through XXXX and they corrected it around the first of XX/XX/XXXX and immediately reported me as late for XX/XX/XXXX. I disputed again and they updated XX/XX/XXXX and reported me late for XX/XX/XXXX even though my XX/XX/XXXX payment isn't due yet. The representative on the phone stated that they had messed up and she would transfer me to a supervisor to get this corrected and the supervisor tried to transfer me again instead of addressing my concerns.
Company Response:
State: LA
Zip: 714XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
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 see repetitive 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A