Date Received: 2019-04-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: - In XX/XX/XXXX I leased a XXXX vehicle and financed the lease with GM Financial - At that time auto-pay was set up for my $ XXXX/mo payment - I was also enrolled in paperless billing - Auto-payments were processed monthly, without issue, from XX/XX/XXXX through XX/XX/XXXX - In XX/XX/XXXX my payments stopped being processed - I never received a letter, email, text or any other written communication calling my attention to an overdue account - I continued to receive standard monthly emails informing me my monthly statement was available online -- none of which contained verbiage alerting me to an issue - While trying to buy a home, I realized my credit score dropped dramatically due to a late payment reported by GM Financial - I immediately paid my account in full and called GM Financial - GM Financial informed me that they had tried to call me - It turns out they did call ; however, they called from an unknown number and left a message that did not indicate who they were or where they were calling from. It only provided a phone number to call back. - Given the lack of information, I perceived the calls to be dangerous/predatory and I never returned them - When I saw the credit score and called the customer service number, I was informed that GM Financial 's policy does not allow them to disclose the company 's name or the nature of the call on a voicemail - Despite my attempt to escalate, GM Financial refuses to remove the late payment remark from my credit reports - As a result, I no longer qualify for the home loan product that will allow me to purchase my family home. - I still do not know why my auto-payments stopped being processed
Company Response:
State: MA
Zip: 02453
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I do not give any permeation to this company to check my credit reports and i never apply for anything with this company
Company Response:
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: My leased XXXX XXXX XXXX was repossessed in XX/XX/XXXX and GM Financial has repeatedly tried to collect a balance it claims is due. According to California 's Vehicle Leasing Act 2987, I did not receive a notice at least 10 days in advance of the disposition and/or the determination of the value of the vehicle. I did not receive an itemization of the determination of accrued fees, nor did I receive an inspection report in the letter of the costs in which it referred to as an " enclosed inspection report. '' I was also not given reasonable notice to personally hire a professional appraisal of the vehicle for the purpose of valuating and determining what was to be owed on the lease.
Company Response:
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, GM notifies me of technical difficulties in not reporting to bureaus from XX/XX/XXXX. They also stated that " None of GM Financial 's customers credit was negatively impacted. '' This is not true. My bureaus had not had any payments listed since XXXX, XXXX. I contacted GM on XX/XX/XXXX for an update & request a credit letter because I received a letter from my credit card company ( which was paid off ) stating that they are closing my account " since I don't pay my bills. '' Since GM was the only account I had open but not reported, I can only assume it was them. I was told my account was scheduled to be updated by the end of XX/XX/XXXX and that they would fax the credit letter over -- it never came. I called again 3 more times, spoke to supervisors, all to get the same answer. On XX/XX/XXXX, a fax arrived but with someone else 's information. This has been ongoing since. Of all the Bureaus, 2 show my account as " closed '' and 1 is " open '' and GM blames the bureaus. My credit rating has been severely impacted and still is to this day. The issue is the comment GM has added to the account ; " Chapter XXXX Bankruptcy Dismissed ''. My car was not apart of the bankruptcy and if this information triggers the account to close. When it is removed the accounts is open again. This have been going on for almost a year and a half impacting my credit reports. I finally had to send an e-mail to the CEO of GM Financial with documentation showing that when the information was added to the comments the account became closed and once it was removed it opened again. This worked until they recently updated my bureaus and the remarks were added back in again. My scores look like a EKG reading.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
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: GMFNANCIAL is reporting incorrectly that I am 30 days past due on partial account number XXXX ( please see page 12 of the attached credit report ). I was XXXX at this time ( copies of orders attached ). Pursuant to the SCRA ( Servicemembers Civil Relief Act ) these benefits may be used to delay payments and/or defer payments. Please see Benefits offered by the SCRA listed below. Benefits offered by the SCRA include : Lets you terminate your telecom contracts ( telephone, cable, internet, video & audio streaming, etc. ) if you relocate for at least 90 days to a location that doesn't have coverage under your current provider Lets you end a vehicle lease you signed before joining if you are mobilized, PCS OCONUS, or deploy OCONUS for at least 180 days Lets you end a housing lease without penalty if you deploy for 90 days or more Lets a surviving spouse terminate a lease if their partner dies on active duty Lets a military spouse claim either their home of record, the service member 's state of legal residence, or the state they are living in for tax purposes Limits interest on all loans taken out before joining the military to 6 percent. This includes auto loans, mortgages, student loans, credit cards, etc. Also, it says that if you use any of your SCRA rights and delay payments it won't reflect on your credit report This inaccurate reporting is harming my credit score.
Company Response:
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2013 I did open a car loan with GM Financial. The vehicle was totaled and there was a balance. The balance has been satisfied and the creditor is reporting it as a charge off/collection. I need this item removed IMMEDIATELY as it is negatively impacting my credit report and their money has been paid.
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
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: I have called XXXX many different times stating I have filed bankruptcy chapter XXXX which was discharged XX/XX/2018. XXXX 's foreign customer service representatives every time filed with the companies a dispute of ownership of the accounts. I contacted XXXX to advise I filed chapter XXXX bankruptcy which was discharged and to add the same to my credit report. I also advised the representatives that I was not disputing owing the monies. I gave the representatives from XXXX my bankruptcy case number, also. I am very frustrated with XXXX, hiring incompetent representatives. XXXX took care of my request immediately. The companies still showing monies on my XXXX credit report are XXXX XXXX XXXX XXXX credit card for {$2400.00}, XXXX XXXX XXXX credit card for {$1200.00}, XXXX XXXX XXXX credit card for {$430.00} and GM Financial auto loan for {$9600.00}. Deletion of these accounts from my credit report is all I am requesting. Thank you.
Company Response:
State: MD
Zip: 21093
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: GM Financial put my account into a Bankruptcy and can not explain why. This mistake on their end caused my auto-payments to be disabled which put me behind for two months. GM Financial can not explain how the account was flagged for bankruptcy. They claim an error in their systems. I'm concerned my account was breached. This has caused financial hardship and GM Financial will not do anything on their end to correct the issue. I'm clearly not in a bankruptcy status.
Company Response:
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My father 's broker ( XXXX ) pays his monthly car payment to GM Financial by check. For his payment due XX/XX/2019, in the amount of {$450.00} was sent on XX/XX/2019 to : GM Financial XXXX XXXX XXXX XXXX, Az XXXX That is the remit to address provided by GM Financial. The check was endorsed on XX/XX/2019 and cleared dad 's bank of XX/XX/2019. It remains unapplied to his account. I spoke with XXXX by phone. She told me they did not cash the check, saying that they bak with XXXX XXXX XXXX, while the check was endorsed to a XXXX XXXX account. I asked for help from XXXX in identifying the company that cashed the check, but have not heard back as of yet. I suspect that a lockbox service provide misdirected the check, but I have no way of knowing for sure. Despite the fact that I indicated to XXXX that I view this as GM Financial 's responsibility, I have received no support from them on the issue.
Company Response:
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
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: I returned my lease on XX/XX/XXXX at the XXXX dealership located on XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I also spoke to XXXX XXXX XXXX in XX/XX/XXXX because I had received the end of lease bill and it was {$1800.00} when I had purchased Excess Wear and Tear Insurance at the beginning of my lease. I placed multiple calls to GM Financial, the EXCESS W & T prior to the end of my lease as a report was filled out, no one could tell me whether or not it would be covered, not one person thought it might be helpful to know what kind of insurance you're paying for. I didn't want to fix the little dings if the insurance would cover it, but no one can say from looking at the report, I don't get it isn't that what the car evaluation prior to the end of lease is supposed to be for. Even so, I was issued a bill once I turned in my vehicle. It's frustrating that insurance companies can get away with not being able to properly disclose what is covered and what is not. To me this is absurd even on a small case such as this insurance company. The Excess Wear and Tear covered the overage but I still had to pay {$420.00} for the end of lease penalty with taxes. Then I was issued a delinquency notice from California DMV because the dealership did not properly report the Notice of Transfer and Release of Liability form. On top of all this I had to go to the DMV twice because the DMV of course did not process the first form that I submitted and I sent them a letter along with another filled out form with the hopes that it will go away. I called GM Financial upon mailing in the Notice of Transfer and Release of Liability for a second time and they were not at all helpful to get the information. I spoke to XXXX Employee ID XXXX and he confirmed with his supervisor XXXX Employee ID XXXX that the dealership was at fault for not properly filling this form out on my behalf. I called the dealership and left a message to help rectify the issue but I have not received a call back as of yet. Last but not least, I have already submitted an initial complaint about GM Financial to the CFPB in XX/XX/XXXX because they had put a late payment due to their own online system not being able to properly change an automatic payment account change on their auto-pay platform, other people have experienced the same issue and yet this continues to be a fault in their system that affects many people at a time yet they do not care to fix an internal tech issue and would rather have people 's credit damaged. The CFPB stepped in and the credit report issue was rectified. That complaint number was XXXX I am disappointed that my end of lease was not properly handled on multiple levels and I was very upset that my credit was affected as I have always maintained an immaculate credit rating. Now I am having trouble thinking about having a potential issue with the Franchise Tax Board of California because the dealership did not properly report the sale of my vehicle and I have delinquent registration due. I am contacting a number today to see if they can help as it was a final notice from the DMV. XXXX and XXXX if not for contractual obligation but also from a moral standpoint have a duty to provide their customer 's with the utmost fiduciary responsibility and care, after all the government did bail them out, yet their customer service is the one of the worst I have ever seen and I am stuck with paying a government bill. I think they should pay mine if this is not resolved. Not one person from GM Financial thought it would be appropriate to advocate on a customer 's behalf with regards to the flaws in their online platform. Not one person, after complaining that my end of lease was improperly handled thought it might be helpful for this person to be handed to another level of supervisor where the dealership could be called and personally dealt with right then and there. We Americans paid {$11.00} XXXX and I see these ads where people recite " I switched to XXXX '' and yes I did switch to XXXX, in fact I leased two, one in XX/XX/XXXX and another in XX/XX/XXXX but after these experiences, I will not be getting a XXXX that's for sure.
Company Response:
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A