Date Received: 2020-02-17
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: At the end of my lease with GM Financial, I made an extra payment to the financial institution due to auto-pay setup from my bank. I was then sent an invoice for around a {$130.00} for 'excess wear and tear ' due to what they called damaged/scratched bumper area. What I believe occurred is that they took my extra payment and applied it to any remaining fees and excess wear assessed at the turn-in of the vehicle of about {$680.00}, leaving it short {$130.00} and with no explanation. I did not accept this wear and tear assessment because I live in a city/urban area and nicks like this occur all the time and I never noticed this damage. Nor was my incorrect extra payment meant to affirm my agreement to this charge/fee. I did call the institution and was frustrated by their lack of understanding or capable response. I wanted to dispute this but this is time consuming and I do have a busy work schedule. I discovered they reported me as delinquent on this remaining {$130.00} which is basically the disputed wear and tear cost. I called a 2nd time and paid the remaining amount because while I disputed the charge, they were going to report me as 60 days late regardless. So I paid it, but was told I had not other real option to dispute this. I then asked to have my late notice cleared, which they then said would be with another group that was unavailable at the time and that I would hear back from the later. There has been no response. This is very frustrating and a lack of understanding by the institution and not a lot of options to handle as a consumer.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a leased XXXX XXXX through General motors FInancial, acccount # XXXX, Starting XX/XX/XXXX to XX/XX/XXXX with all payments on time.I returned the vehicle before XX/XX/XXXX at the end of lease, and was told that a bill would be sent to me in 45 days or so. I never received a bill until I found out around XX/XX/XXXX that I had been reported delinquent, and my FICO score had dropped by over a 100 points! I started communicating with Gm Financial on the phone and was told that a final bill had not been sent, however a bill of {$900.00} was showing over 30 days due. I have no way to dispute this charge, It was supposed to include wear and tear and lease end fee. I am astounded that Gm financial makes such mistakes, and holds itself holier than though. As a customer I am at a loss of words as to how the Compliance and Audit departments at G M Financial accept this kind of business. As a consumer, I have a right to receive a bill, and be given sufficient time to pay this bill. Not having done that, they have used the fair credit reporting tool as a weapon against me, and ask me to pay a price for their blind misdeeds. I have asked for an immediate correction of their misreporting, and I expect a financial adjustment be made to correct the harm done to me.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had an account with GM Financial from XXXX - XXXX. Account number XXXX On XXXX The account was paid in full. Since payment, GM Financial has continued to report my account with payment history. I sent a letter to the credit bureaus to remove the payment history and when I looked at my account this month, not only is there additional payment history, but they are being marked as late as recently as XXXX. The car has been paid off since XXXX. I could NOT be late! I am trying to purchase a home, and these markings have derailed my qualifications. I demand they be removed immediately.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
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: This complaint entails my lease at GM Financial regarding my XXXX XXXX XXXX XXXX. I originally leased this vehicle for 39 months and the lease expired on XX/XX/XXXX. With good faith, I returned my pristine XXXX XXXX XXXX back to the original dealership, XXXX XXXX XXXX in XXXX, Texas on XX/XX/XXXX. The service manager along with one of the service advisors took inventory of the vehicle while collecting both sets of keys and going over everything on the vehicle. As per their direct comments, they both commented the vehicle was pristine, matching tired with more than proper tread while confirming I was under the alloted total miles, as per the executed lease agreement. I asked them the time frame of hearing back from GM Financial to see what would be owed, if anything. They stated usually 2 weeks. I left the country for both the holidays AND business on XX/XX/XXXX and returned on XX/XX/XXXX. I personally visited the dealership again and asked them If they can verify any information whatsoever. This is when they put me in contact with the General Manager by the name of XXXX XXXX. This gentlmen went out of his way and made his calls and contact and assured me in person that I absolutely had no excess wear and tear and I would not be responsible for any wear & tear and that {$0.00} was due from us. Additionally, he stated that GM Financial calls and mails clients a final bill, if there is any overages due to their initial contract. In the morning of XX/XX/XXXX, I recieved an alert on ALL my 3 main credit bureaus stating I was currently 30 days late on my ACCOUNT. First, they confirmed the last payment was made well before the due date and they also confirmed, along with the dealership that I turned in the vehicle earlier than the due date ( XX/XX/XXXX vs XX/XX/XXXX ). Now I have a 30 day late showing on my credit report thus causing an average of XXXX point drop on my 3 credit reports! Additionally, I am due to close the last week of XX/XX/XXXX on another rental property and this will cause massive financial hard for a very huge error on part of GM Financial! To date and since the time of this writing. I never recieved any communications from GM Financial regarding anything after XX/XX/XXXX and yet now they left me with damaged credit and a perfectly maintained vehicle back in their fleet. Again, the dealership was the only party that confirmed I owed them nothing extra by visiting the dealership on XX/XX/XXXX. I have also contacted the Federal Trade Commission, Office of the Attorney General of Texas along with the XXXX of the XXXX, TX Division. Additionally, as a practicing attorney here in Texas, I will begin exploring other possibilities to include filing a lawsuit for willful financial hard by violating the Fair Credit Reporting Act. XXXX XXXX XXXX, XXXX.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-10
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: Leased a vehicle through GM. My company paid the lease in full ahead of time and no money was owed. Lease turned back in to dealer in excellent condition. I have an amount owed showing up on my credit report being late over 180 days late for {$310.00}. Last statement received in XXXX with a XXXX amount owed, as I turned the lease in that month. No statements at all in regards to this amount that is showing up owing. I continue to have access to my online account for this lease and there is still XXXX owed online.
Company Response:
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My specific issue issue is : GM Financial monthly statements. Inconsistent, incorrect. No way to view records without spending hours on the phone, and still only have only words in a phone, no records, nothing in writing. GM Financial statement balances. XX/XX/XXXX CURRENT BALANCE* $ XXXX XX/XX/XXXX CURRENT BALANCE* $ XXXX XX/XX/XXXX CURRENT BALANCE* $ XXXX First payment was due XX/XX/XXXX. Payments I've made : XXXX XXXX {$1.00} Trace # XXXX XXXX XXXX {$16.00} Trace # XXXX XX/XX/XXXX {$1.00} Transaction # XXXX XX/XX/XXXX {$440.00} Transaction # XXXX XX/XX/XXXX {$500.00} Trace # XXXX XX/XX/XXXX {$1500.00} Trace # XXXX XX/XX/XXXX {$1000.00} Trace # XXXX After noticing my GM Financial statement balance was increasing as I was making at least double payments, I had tried to contact GM Financial to get a transaction history report. Transaction history for a major financial account should always be available to customers. Without having to ask. GM Financial told me on XXXX XXXX phone call that they could not tell me why my balance was increasing when my payments were double the required payment. On the same call on XX/XX/XXXX, the GM Financial rep told me that it would take at least ten business days to generate a transaction history report and mail it to me. When I asked why, I was told that the transaction history reports were " backordered ''. And that the billing system was having a lot of inaccurate account information. So, many people were wanting the transaction history. This call also took ove one hour to get this info. Unacceptable I called again on XXXX XXXX, XXXX. Again, I was told they have no idea why my balance would be increasing. Again, I was told it would take seven to 10 business days to get any kind of transaction history. Again, I was told they are aware the billing system had been reporting incorrect information. This call also took over one hour to get this information. Unacceptable. So, I have no way, as the consumer to see my transaction history? I have no way to see that my payments are being applied properly or how they are determining what my remaining balance is? I have no way to compare GM Financial account records to my own records? UNACCEPTABLE!! UNSATISFACTORY!! These are some huge red flags. How is this legal? How would anyone trust this company with any financial responsibility? How does a major financial institution operate in this manner? An investigation should be conducted. Immediately. Clearly I'm not the only person affected by this. Seems illegal. Please help. Thanks
Company Response:
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2020-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
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 am a woman in my XXXX. After 2 XXXX XXXX, I am having a very hard time dealing with the stress of this situation. I leased a XXXX XXXX from GMC Financial, and paid the entire lease up front. The vehicle was to be returned mid XX/XX/XXXX. GMC informed me that before I returned the vehicle, I would have the option to do an end of lease inspection at my home. They stated that the inspector would go over the truck, and list any issues with the vehicle and I would have a chance to remedy any damage before turning the vehicle in. I opted to go that route, and an inspector was scheduled to come out. The inspector they sent was horrible. He listed caked on mud as Excessive wear and tear. I assume he was extremely inexperienced, because it was obviously mud, and you could literally scratch it off with your fingernail! Extremely upset. I phoned GMC to complain. They instructed me to take the vehicle to a local car wash and have it cleaned. They told me to take photos of the areas once it was clean, and stated that GMC would update the records when they inspected the vehicle after we turned it in. I took the vehicle to a local car wash. They waxed it. Every bit of excessive wear and tear ( DIRT! ) came off. We took photos of the vehicle, and returned it to GMC on XX/XX/XXXX. Soon after, I received a final bill. To my dismay, the final bill included charges for excessive wear and tear damage! I could not believe it! There was never any damage to the vehicle to begin with, and we followed every step they requested from us! Again, I contacted GMC Lease End Customer Service. I explained the situation. The agent stated that they would contact me. No one ever did. After repeated attempts, I finally spoke with XXXX ( Employee number XXXX ) on Thursday XX/XX/XXXX. She stated that she would personally put in a request to have the non-existent wear and tear removed, and that she or someone else would get back to me. I never heard back from anyone. Again, I reached out to GMC. I discovered that they did actually remove the charge for excessive wear and tear ( of course they did! It never existed! ). At that point I requested a final bill. I also requested a letter stating that the excessive wear and tear was removed from my balance, and that I did not owe them anything for it. No updated bill was ever sent. No letter stating that the excessive wear and tear was removed was ever sent either. I requested a final bill and letter multiple times. I never received anything. To this day, XX/XX/XXXX I have still never received a final adjusted bill or a letter either. GMC did however report me to the credit bureaus and ruined my credit! Furious, I phoned GMC again! I spoke with XXXX ( Employee number XXXX ). She apologized and stated that this should not have happened, and that they would contact the credit bureaus and fix it immediately. She stated that she would call me back. She never did. Today, Friday XX/XX/XXXX, I spoke with GMC once again. This time a supervisor named XXXX ( Employee ID XXXX ). I explained the situation. He apologized for the ordeal, and stated that an adjusted payoff letter would be sent to me. He said he would also contact the credit reporting agencies and let them know that GMC was at fault, and request it be removed from credit. He stated that he could not send me anything in writing that says that I do not owe them for excessive wear tear. This has been an absolutely terrible experience. As I mentioned, I am in my XXXX, and after 2 XXXX XXXX, I am having a very hard time dealing with this terrible situation. They have wasted much of my time, and they have ruined my almost perfect credit score ( over 800 ) for no reason! This lowered my credit score by over 100 points! I will now have trouble refinancing my home and even buying a new phone. -I need a letter stating that I do not owe them for excessive wear and tear. -I need them to fix my credit, and remove the negative remarks on it since it was their error! Please help me.
Company Response:
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I had an account with GM Financial from XX/XX/XXXX - XX/XX/XXXX. Account number XXXX On XX/XX/XXXX The account was paid in full. Since payment, GM Financial has continued to report my account with payment history. I sent a letter to the credit bureaus to remove the payment history and when I looked at my account this month, not only is there additional payment history, but they are being marked as late as recently as XXXX. The car has been paid off since XXXX. I could NOT be late! I am trying to purchase a home, and these markings have derailed my qualifications. I demand they be removed immediately.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have recently been informed that there is negative information reported in my Credit Report by GM Financial in the file that they maintain under my social security number. Upon reviewing a copy of my credit report. I have been notified that the billing address was incorrect. I have never received a billing statement from GM Financial. I understand that mistakes happen, but their inaccurate information could cost me higher interest rates and I have enough expenses as it. this is affecting job opportunities and my living situation for my family.
Company Response:
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: On XX/XX/XXXX I received notification from XXXX XXXX that my score dropped because I had a late payment to GM Financial. I never received my final bill with information on how/where to PAY my bill. I called GM Financial XX/XX/XXXX and told them I never received a bill. They said they generated one on XX/XX/XXXXI said, Well no wonder I didnt get itit must have gotten lost in the XXXX mail mess. They said they called me and left messages multiple times, and I told them I NEVER received a phone call. I spoke to a supervisor, who gave me a phone number I didnt recognizelikely an old work phone number. I asked if they had my cell phone numberthey didand I asked why they didnt try to call me there, since I NEVER received a phone call to my personal cell phone, nor any bills. They had no answer to that question except that the phones auto dial. ( Apparently their auto dial system is substandard because it does not dial all phone numbers of record. ) I paid my bill over the phone right that moment, in full, and even {$20.00} in XXXX XXXX fees. I asked them to remove the late payment reporting on my credit report and they said no, they wouldnt, because they had not made an error. I said that they had made no attempts to reach me, and I have a pristine record, they could see Ive paid everything on time, and obviously I had just paid them as soon as I figured out how to reach them. They said no. It was only 34 days late, today, when I paid. They said they report everyone when they are 30 days late.
Company Response:
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A