Date Received: 2018-10-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX GM Financial went through a system conversion, which extended until XX/XX/XXXX. My spouse and I were told that our cars would update with the credit bureaus within 45 days. The car has not been reported been reported accurately with the credit bureaus and because of the system update it has impacted me for 12 months.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: I filed a complaint against GM Financial - your complaint number XXXX. GM 's financial representative told me that they fixed the incorrect credit reporting. They did in fact fix my credit report. The reporting error is now back on my credit report - hurting my credit score. I have exactly one derogatory mark on my credit report - this one.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My name is XXXX It was XX/XX/XXXX and I bought a new XXXX XXXX at the XXXX XXXX XXXX XXXX. They told me I was approved for credit and I signed the financing documents. My original Creditor was XXXX/XXXX XXXX but in XXXX of XXXX it was transferred to XXXX XXXX. My issue is upon checking my credit score I noticed 3 hard inquiries from 3 different creditors on the same date. I was not made aware of this by the XXXX XXXX and only authorized the one credit check which they said was approved. XXXX XXXX XXXX XXXX from XXXX XXXX, XXXX The XXXX XXXX XXXX from XXXX XXXX, XXXX XXXX Inquiry from XXXX XXXX, XXXX These inquiries could stay on your report until XX/XX/XXXX but only the first on XX/XX/XXXX was approved. I tried contacting these companies at the phone numbers listed but have found they have no record of me. Since this is an unauthorized hard inquiry and at least 1 hard inquiry being considered as three separate ones.
Company Response:
State: CA
Zip: 94603
Submitted Via: Web
Date Sent: 2018-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2018 I disputed an account with XXXX and submitted documentation showing that the account was paid in full and settled on XX/XX/2018. On XX/XX/2018 the account came back from GM Financial reporting that the account had a balance of {$2300.00} and that a payment of {$1700.00} was paid. Its reporting that 21,000.00 ( approx ) was written off when it was actually a payment from the car being sold at auction. The account is still reporting as a charge off in collections even after I submitted documentation from the 3rd party attorney representing GM financial showing the account was settled in full with {$0.00} dollars being owed. This is a direct violation of both my FCRA and FDCPA rights. I want this account to be updated correctly or removed from my credit report.
Company Response:
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2018-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-25
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 contacted GM several times over the past year regarding online bill pay issues and my issue has never been resolved. In the past year, the payment system had issues, went down, reported the incorrect amounts due, the auto pay stopped working for us on only 1 of our accounts ( we have 2 loans through GM and money is taken out of same bank account ). At one point for 2 months, I received a message through the online portal that the system was experiencing issues and " nobody would be charged a late fee or be reported to the credit bureaus ''. This was a lie. I have attempted to resolve this issue several times with no success due to never being able to figure out what the issue is with the customer service team. Now my credit report states that I have been late in XXXX, XXXX, and XXXX. I have another account through GM with the same bank account, and have never been late. This account is the only one I've had issues with and getting them resolved seems impossible. My perfect credit score has been ruined from this experience. The lack of customer service is appalling and uncalled for. I just spoke with a woman on the phone who did not listen to a word I said and basically told me I was lying about what I was telling her and arguing with me at every turn. Instead of trying to understand, she just kept interrupting me and finally I asked to speak with a manager. I was transferred to XXXX who was equally as unhelpful. Previously, last week on XX/XX/18 I spoke with a man in customer service who told us that the past due amount was {$40.00} and we could pay it online and all would be fine and all would be caught up and if we disputed the issues on the credit report, he would enter a note so that the errors were corrected. He never said that we had a past due PAYMENT. We paid the amount of {$40.00} and now the system says we owe over {$1000.00}. I can not seem to get a straight answer of what happened or where the error occured because I'm not being heard. Because of this, my credit score has been affected and I believe that is unfair due to the fact that I have been calling in and communicating via the online system and still am having issues that clearly haven't been resolved. This is one of the worst experiences I have ever had paying any of my bills. I'd like to have this resolved immediately however the only thing I am hearing from the customer service department is " I understand, there's nothing we can do over the phone. '' The manager also said she wasn't responsible for what her employees say and told us he failed to write notes in the file based on promises that were made.
Company Response:
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2018-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: GM financial requested to repossess my vehicle on XX/XX/18 on or around XXXX XXXX. I contacted them shortly at XXXX XXXX and they provided a payoff of XXXX which included repo fees and delinquent payments. I gathered the funds ( from taking out a loan through my bank ) and attempted to contact GM after XXXX. At this point they are closed, as is the impound yard where my vehicle is stored. Monday, I took care of 1. Payment via XXXX XXXX for XXXX plus XXXX fee, 2. provided proof of insurance, 3. obtain release from police department, and waited the 3 hours for them to contact me. ( XXXX ) I contacted GM financial to follow up around XXXX XXXX. I was advised that they can not release the vehicle until I make an additional payment of XXXX which was due by XXXX XXXX. Technically I still had time to make that payment. I advised that i would make the payment in a few days since I completely drained my account to get my vehicle out of impound/repo. XXXX would not assist at all. She stated that I would be able to get my vehicle out once I made the additional payment-which was never advised to me after talking to over 6 representatives throughout the day. She then proceeded to tell me that the vehicle wouldnt be ready that day even though I satisfied every single task they asked of me at XXXX XXXX. She called me at XXXX and told me the release was complete and sent, leaving me 8 minutes to get to the impound yard. I contacted XXXX XXXX XXXX and XXXX XXXX who both confirmed they didnt receive anything from GM financial. It is now XX/XX/XXXX, I contacted XXXX And Lenders Recovery, they received the release email this morning at XXXX XXXX but no release attachment from GM Financial, so again, my vehicle is still in impound. They sent an additional release with the correct form at XXXX XXXX. I contacted lenders to set up an appointment time to pick up my vehicle at XXXX today. While waiting, the representative at XXXX XXXX states, she got a phone call ( after making an appt with me ) from XXXX staying not to release the vehicle again because GM financial put another hold on the process. Needless to say, this has been a complete hassle. I believe that they purposely took my vehicle on a Friday after XXXX XXXX because they knew I could not get everything taken care of within an hour time frame from when I called and the impound company closing. I was without a vehicle for 5 days. They also maliciously waited to tell me of this additional payment until XXXX when I initiated the call because they knew the process would take 3 hours to complete, again leaving me without a vehicle with XXXX babies. I fulfilled every requirement first thing Monday morning and still have no vehicle as of XXXX XXXX PST. In addition to this complaint they have also harassed me by contacting me over 5 times a day. They have even called as early as XXXX PST which violates the FDCPA. I believe that this entire ordeal from XX/XX/XXXX-XX/XX/XXXX was completely deceptive, causing a major inconvenience in my personal and business life. I made every effort to rectify the problem ASAP, however I felt that GM financial made the process extremely difficult.
Company Response:
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX - Around the end of XX/XX/XXXX my wife received a phone call about the balance of the lease of the XXXX XXXX. At that time, she informed the GM Financial representative that the lease had been paid in full in XXXX when the new lease was acquired. The representative was appreciative of the information and informed my wife that it must have been overlooked. There were no further discussions, phone calls, mailings etc. regarding this balance. XX/XX/XXXX - I received a letter from XXXX XXXX XXXX cards that my account had been closed, available credit denied, and it was due to major derogatory. Credit score affected by creditor closing account, balance now at maximum limit This prompted review of my credit. I used a credit monitoring company to pull my credit to investigate what " major derogatory '' had been reported on my credit. On or around XX/XX/XXXX I contacted GM Financial to inquire about the major derogatory ( 60 day late ) that had been reported by GM Financial. At that time, I was informed that the payment of the remaining balance had not been credited to my account. Upon receiving the information from GM Financial, I contacted XXXX XXXX. I spoke with a gentleman who said he would investigate, but due to the time of day wouldn't be able to answer any questions until the next business day. In the meantime, I contacted my bank XXXX XXXX to have them track the certified check, the following day, XX/XX/XXXX, I was informed that the certified check was still outstanding. XX/XX/XXXX - Second letter received from creditor XXXX Mastercard account closed, available credit reversed and credit score affected by creditor closing account, balance now at maximum limit. Over the next several weeks there was an abundance of communication between myself, GM Financial and XXXX XXXX. The check was located in my file at XXXX XXXX and was cashed by GM Financial on XX/XX/XXXX. On XX/XX/XXXX GM Financial then reported a 90 day late on credit bureaus. One CB reported a {$0.00} balance, 90 days late, while the other reported a {$530.00} balance, 90 days late. As soon as this was reported I contacted GM Financial Loss Mitigation at XXXX and spoke with XXXX. He informed me that the {$530.00} was wear and tear that was billed. I asked why I had never received a bill nor did anyone do a walk through with the vehicle when I terminated the lease. He informed me that the {$530.00} was normal wear and tear and that I shouldn't have been billed for any of it. He then put in request to remove the charge, as it was deemed NORMAL and not excessive. GM Financial has requested that the following be removed from CB 's - 30 day, 60 day and 90 day lates. While they have requested correction of the incorrect delinquencies, they have caused long term damage to my credit score and should be liable based on the following : 1. GM Financial REQUIRED payoff of XXXX lease prior to new lease of XXXX. a. Customer Complied b. GM Financial FAILED to follow-up on loan requirements i. GM Finanical 's failure to have process in place to assure loan requirements met have caused : 1. Long term credit damage ( due to account closures by XXXX and XXXX credit cards ) length and amount of damage unable to be determined without hired of Credit analysis 2. Credit damage due to GM Financial 's failure to follow approval requirements have hindered home refinancing, new loans, auto insurance rates etc. As a worldwide corporation, GM Financial has failed to follow their own credit requirement guidelines by not assuring payoff was received and that payoff was applied to account within reasonable time. Furthermore, GM Financial failed to communicate that they had not received payoff and failed to communicate/follow-up with dealership.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2018-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Thank you for taking the time to review my complaint. Below is an email that I sent to GM Financial on XX/XX/XXXX, in regard to my family 's 2 leases through them. I have not received any correspondence from them to my knowledge, and really just need the 2 late payments removed from my credit report. To whom it may concern at GM Financial : I am writing to dispute the negative reporting on my credit bureau that was due to your negligent website, dating back to XX/XX/XXXX/XX/XX/XXXX. As you may recall, GM Financial underwent a seemingly major website overhaul, or website maintenance period where inaccurate account information was shown. We have 2 current leases with GM Financial, and I log in to pay them twice a month. At that time, I was neither unable to log in to my accounts, NOR was I able to reach anyone with your company as the customer service department was not taking calls. Once it was " fixed '', there was a past due notice on the main payment screen where both leases are listed, but not once I clicked on " make payment '' on either account so I assumed everything was on track. I've attached a screenshot of how the actual payment screen looked at that time, and as it still looks today. You can imagine the confusion that ensues from the complete lack of cohesion and transparency on your website. No matter what the main payment screen says, the ACTUAL payment screen ALWAYS shows zero for every line. The user must open a new browser screen or flip back and forth between the main page and the payment page to make sure they are free-typing in the correct payment amount. This is completely ridiculous. I pay every other family bill online and your site is by far the worst interface to deal with. At the very least, I recommend fixing it to reflect accurate payment information on the main payment screen, among other customer focused upgrades that are necessary to avoid future problems for your company. I kindly ask that you remove the negative reportings from my credit bureau ( the 2 30+ days late payments from earlier this year ), due to your negligence and extreme customer service shortcomings.
Company Response:
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I terminated my lease with GM Financial on XX/XX/2018. I received a bill on XX/XX/2018 for " remaining contractual charges ''. I contacted GM Financial by letter on XX/XX/2018 disputing a charge of {$150.00} and late charge fees. I requested validation of these charges and never heard back. They only continued to send bills. I contacted GM Financial again by letter on XX/XX/2018 requesting validation for a 2nd time and never heard back from them within more than 30 days. They are now reporting 90-119 days late on my credit reports even though this lease was terminated in XXXX. I am attaching all letters that I sent to them which began in XXXX ( XX/XX/2018 ). They never responded to any of my correspondence. I received a call from a representative last week and she only asked if I was willing to set up a payment arrangement, but did not acknowledge any of my correspondence until I brought it up. Regardless they did not ever respond back to me in a timely manner. I am attaching all letters that I have sent to them with proof of delivery.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I was dismayed when I reviewed my XXXX, XXXX and XXXX credit reports and saw that I was reported as having a late payment on the date below : 30 days past due as of XX/XX/2018 I already disputed this with the credit bureaus and they verified it as being accurate. I am not sure how this transpired, I believe that I had made my payments to you on time when I received my statements. My only thought is that my monthly statement did not get to me or maybe an error occurred where it wasn't recorded on time.
Company Response:
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A