Date Received: 2019-02-06
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 leased a GMC XXXX on XX/XX/XXXX for a 39 month lease. I traded in an old GMC towards the lease to keep payments lower. I was going to purchase the vehicle at the end of the lease, so I was not concerned about mileage. On XX/XX/XXXX, the transmission on the truck was not working correctly. I dropped the truck off to XXXX XXXX XXXX in XXXX XXXX NY. They had the truck till XX/XX/XXXX, when they returned it to me it still was not working correctly. At this point I was over the mileage allowance for the lease. The lease had also matured. I have not had the truck since early XXXX. I have been trying to contact a GM customer assistance representative and to no avail. I made brief contact, but no return calls have been made. I called XXXX at XXXX extension XXXX. My case number is XXXX. I am currently without a vehicle. I am very disappointed in the lack of customer service provided by GM.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have never been late on my closed account with gm financial, I have a late payment showing for the month of XX/XX/2017, I have disputed this numerous times with gm financial and the credit reporting agencies directly, this is my final attempt before I pursue legal action against gm financial. I have never been late with this account and I have documents to prove such.
Company Response:
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SUMMARY : Although I timely made all my monthly lease payments to GM Finance per the amount calculated by GM Finances computer system using their monthly recurring auto debit system, they inaccurately and/or incompletely reported my account to XXXX, XXXX, and XXXX as 30 days past due. As a result, my flawless credit history has been damaged and my line of credit with a financial institution, which is needed to operate my company with 10 employees, has been terminated. I request an immediate correction of this inaccurate reporting and removal of the derogatory indicator regarding my GM account. I already telephoned GM Finance customer service and disputed this derogatory credit indicator and they refused to investigate this matter completely and have applied hyper technical rules to summarily dismiss my dispute. FACTS : - I leased a GMC truck on or about XX/XX/XXXX. GM dealer informed me that I must make my own payment arrangements and that I must set up my own payment method online. I created an online account and chose a monthly recurring payment method for the required monthly lease payment to be withdrawn automatically from my bank account on the XXXX of each month. -GM Finances website specifically stated that my minimum monthly lease payment was {$340.00}. See Attachment # 1 which is a screenshot of the GM payment portal which states : Your minimum payment amount is {$340.00}. I relied upon GM Finances computer system generated minimum monthly lease amount which was consistent with the amount that I discussed with the dealer. {$340.00} was debited from my bank account for the months of XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX by GM Finance. See Attachment # 2. Prior to XX/XX/XXXX, I relied upon the system implemented by GM Finance and expected that GM Finance would protect my interests with various notifications if there were problems with my arrangement. As with most busy consumers, I chose the recurring monthly auto debit method because I do not have to worry about any problem with missed payments or late payments. -In fact, I did not receive any notification via email, telephone, or by mail even though there was clearly an error regarding the minimum monthly payment since the inception of my lease on XX/XX/XXXX, although I signed up for late payment notification -On or about XX/XX/XXXX, GM Finance closed my account as delinquent and discontinued my automatic recurring monthly payment arrangement without any notice. Additionally, they reported that I was 30 days past due on my account to all 3 credit reporting agencies without any notification. -Subsequently ( on or about XX/XX/XXXX ) they informed me that I have been paying the wrong minimum monthly payment since {$340.00} did not include the sales tax of {$26.00} and I should have been paying {$360.00} each month. -I believe that GM Finance inaccurately reported the date of my alleged delinquency which is inconsistent with the FTC 623 ( a ) ( 5 ) ( A ) as the minimum payment shortage started on XX/XX/XXXX, not on XXXX, XXXX or XX/XX/XXXX as GM Finance reported. See Attachment # 3, - GM Finances has refused to investigate this matter completely and has escalated their own computer system glitch or error to a detrimental negative credit information concerning a consumer. - I researched online and discovered that other consumers are having similar problems concerning GMs deceptive, contradictory and unfair credit reporting practices due to various reasons including the prior recent history of glitch in their system ( their XXXX systemwide technology upgrade affecting consumers reported ) see Attachment # 4A and # 4B.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I turned in my vehicle to end my lease on XXXX. I got a letter stating my account was closed with a XXXX balance on XXXX. In XXXX I got a letter dated XXXX stating that the state of Va assessed property taxes on the closed leased account, and that I could submit a bill of sale statement to have an abatement filed. On XXXX, I called to see where I could send the requested information since it was not included in the letter. I was told they would get back with me. I still haven't heard anything back. On XXXX I get a call from the collections department at GM Financial telling me my account is 15 days past due. I spoke with a mgr named XXXX requesting that the abatement option be removed and to send me an invoice so I could pay the balance. I was told she had to reach out to the tax department to have a bill " CREATED ''. I even asked so " I am being told I am 15 days late on something that hasn't even been created yet? '' On XXXX I get a letter in the mail saying they were the documents I asked for, attached was a copy of mXX/XX/XXXX statement. Not at all what I asked for, and was incorrect in the amount due. So on XXXX I called and talked to another mgr named XXXX. XXXX assured me that he would indeed reach out to the proper channel and have the statement created as it still was not done, even said he would email it to me. I asked what would happen to my credit rating since time was passing and it was already past due, he said it would all be taken care of, but first the invoice needed to be sent. I even asked if there was a free option to pay my bill. Was told online, but that is only on an open account, and if I paid by phone there would be an additional XXXX fee. On XXXX I called again, spoke with mgr XXXX. Explained everything and how I still have no invoice sent, even though I have begged for one to be created and mailed/emailed. I was then told " GM Financial is unable to create an invoice for a closed account, and the taxes were billed to them electronically, If I wanted a statement, I would need to go to my local tax office. '' Even though my local tax office is not the ones saying I am past due. I asked the mgr " How is any consumer expected to pay a bill, if there is no communication sent to inform them of the amount due, due date, account number to pay, and address to send payment. '' I was told I learned about it when they called to collect the funds after being past due for 15 days! Even if that is true, with the number of phishing/scam calls made from " financial '' fraudsters I would never randomly pay something over the phone without being able to confirm it in hard/soft copy verification. Any Financial Institution is legally required to send a statement/invoice and allow 28 days for payment from the closing date of the invoice. In my case a statement/invoice has not even been created, nor sent .... but is being reported as past due to all of the credit reporting companies, decreasing my credit score, credit worthiness, and brand. Even without the expected documents sent I have sent in my payment to be processed, I would like the negative factors removed and correct to the credit reporting agencies, as the company has failed to take ownership of the issue. I have never been late on my payments in fact I paid about 15 days early each month.
Company Response:
State: VA
Zip: 24401
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX, I purchased a brand new XXXX. I maintained my payments, although at the time I was a Jr in college struggling to work and complete my degree. I always kept a clear line of communication with things that were going on with my financial situation. for the most part they worked with me. After going through horrible natural disaster in the state of FL, and losing my job to one of the hurricanes I fell so back it was impossible to climb out of the hole. the vehicle was repossed in XXXX of XXXX. I have contacted the employer multiple ( twice a week to be exact ). The vehicle was sent to auction and i was supposed to be contacted by GM financial to know how much the balance was so i can began paying my balance to remove the loan off of my credit report. not i have a $ XXXX account that has an innaccurate balance and everytime I try to dispute that this information is incorect, they update it as if it is. the vehicle has been repossed, 5months later i am still out of the loop and GM fininacial refuses to give me updated information.
Company Response:
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/XXXX I sent a handwritten check payment overnight through the USPS with a receipt of proof. GM fiancial started sending me late, no payment received notices on XX/XX/XXXX. On XX/XX/XXXX I called customer service and I sent an email to cxo.resolutions@gmfiancial.com showing the payment was withdrawn from my account on XX/XX/XXXX. I spoke to customer service to get the email on the 12th. I then spoke to customer service 2 more times and sent an email to XXXX XXXX showing proof of withdraw. I never heard from anyone until I recieved another late payment notice in XXXX. ( my statement is how I was contacted ) Again 3 more phonecalls and numerous complaints on GM complaint site, no one was willing to help me. Each customer service rep kept telling me they needed an entire bank statement in order to solve this matter. I sent a third proof of payment again on XX/XX/XXXX after someone in the complaint department reached out. For the first time, I was told the proof could not be an aldered bank statement, nothing blacked out, they must see everything including my deposit and withdraw of payment. XX/XX/XXXX Two more phone calls, one hung up on me, one CSR laughed and put me on hold when I asked for a manager. XX/XX/XXXX My federally insured bank sent proof to me to send on, but GM said it was unacceptable. At my wits end I went back to the post office and they helped me track the bill. IT was delivered and signed for ... XX/XX/XXXX ( MY GM dealership helped me track it down and see who and where it was delivered ) XX/XX/XXXX After a lengthy call ( 1 hour 20 minutes ) I was told the only way to solve this was to give them a rolling bank statement. Through my dealership I found that XXXX is the bill pay company. Finding them on the web and calling, phone disconnected but I found they were bought buy XXXX, which I have tracked down myself. XX/XX/XXXX I called XXXX to share my concern of the missing payment and thank goodness someone there was willing to help. XX/XX/XXXX ccording to XXXX they are working with GM to find my payment. It has been 10 phone calls to GM, 2 to XXXX XXXX, 3 emails of proof, numerouse complaints, and 4 months of searching .. still no resolve and it is hurting our credit report! I am angry and frustrated that GM treats their customers this way and they have a right to my entire bank statement!
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2019-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: For reasons I do not understand, my company has not been given normal account access online. Because it starts with a XXXX, I do not have an account online and go through a strange portal to make payments. This portal is extremely limited. It does not report payment history, interest paid or due, etc. It simply accepts payments. I hate it and so I have accelerated the payments to get away from GM Financial. Since I made my first accelerated payment, I am no longer able to access the portal. I have been denied access for two weeks. If I try to pay online, I have to pay a fee. But, I can't access the portal to make a payment online, coincidentally this has been the case ever since I started accelerating the payments. When I call in, they discourage me from making a payment, indicating no payment is yet due.
Company Response:
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
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: XXXX has been non-compliant with removing the unverified account GMFNANCIAL Opened Date XX/XX/2015 which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that GMFNANCIAL was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response:
State: CA
Zip: 93304
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, I discovered that GM Financial had been re-inserted into my XXXX credit file. They are required to notify me within ( 5 ) days of re-inserting a previously deleted item. I did not receive any such notification. Also I have recently disputed AGAIN on the other credit files XX/XX/XXXX, that the balance being reported is incorrect, instead of fixing the balance gm has reported 7 late payments and balance is the same as it was 1 year ago. We have gotten a deferment on the auto loan, paid the interest on the loan, and payment was never deferred. Ive been disputing with them for over a year now and they still have not corrected the problem, and they are not allowed to re-insert without notifying me.
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2019-01-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/2018 I was never 30 days late. I believe you have some problem with your payment app. And when statement is generated. I am personally confused when looking at the breakdown. XXXX was paid on XX/XX/2018 as what their app requested.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A