Date Received: 2018-07-02
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In XX/XX/2017 I became a payment behind it is due the XXXX of each month and I paid it on the first of the following month which made in the area of 15- 16 days late. They have been charging me a late fee of XXXX each month i have done this. I had no problem paying the late fee but around XX/XX/XXXX i found that they were not applying the late fees payments towards the late fees but to my principle balance. So my late fees started piling up. When i realized what they had done i sent them an email asking them to apply those payments to my late charges and not my principle balance. This was never done. That however is not what my complaint is about I received a call from them regarding the continued late payments and they offered me a deferment of the outstanding balance. We all agreed and two payments were deferred to the end of the loan. Now the next installment is due and the late fees are on there. I was told the balance including late fees would be deferred, so when i got my statement it had a XXXX late added to it along with the XXXX dollars in late fees i stilled owed. When i called them to point this out I first got the same story from the first rep i talked to then she put me on hold to review my account and a second rep picked up the phone and stated that late fees do not get deferred and that the XXXX dollars i paid was for a deferment fee. I understood that what the XXXX dollars was for and that i was instructed by there rep when I initially did this that they would be, I also told the rep that I did not have a problem paying the late fees of XXXX dollars still owed. my Problem was that they were charging me another XXXX dollar late fee for the late fees not being paid. So they were they charging me a late fee on a late fee. One not to sure if that is legal they say it is in the contract, however i do not believe you can contract away the rules or law, which i told i felt that the contract was in error and i just missed that clause if there, but i am paying for misleading information on there part and no where does it state that i need to clear the late charges, not even in the letter of verification they sent. I went ahead and payed the late fee with the new payment. But feel that this practice is not legal and defiantly not very moral all I wanted was the XXXX dollar late fee waived not to much to ask for their error I think. So know I turn to you to check out fi they can indeed charge a person a late fee on an outstanding late fee amount. Enclosed is a copy of the different letter as well as the last two months statements, of which may does not show a late fee being accesses and XX/XX/XXXX with the assessment of a late fee, very confusing.
Company Response:
State: WA
Zip: 98312
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have a lease for a vehicle with GM Financial. In late XX/XX/XXXX/early XX/XX/XXXX, they made changes to their website and this caused issues to first, pay my bill on time ( they did provide advanced notice so I accepted that I didn't make the payment early enough for the cutoff and paid the late fee associated ), and second, after they made the website changes, the information on the website reports inconsistently. Each month, various statements reflect different amounts owed. I made a large payment in XX/XX/XXXX, thinking I had cleared up all inconsistencies, however, they continued. In XX/XX/XXXX, I received a statement in the mail that reflected I owed over {$3000.00}, when I log in to the website the front page tells me I owe around {$2000.00}, and then when I go in to make the payment it tells me I owe {$0.00}. I spoke with a representative in XX/XX/XXXX when I made the large payment who told me all was cleared up, and my balance was XXXX, however, the online balance continues to show thousands of dollars. I'm completely confused, and have zero confidence that GM really knows how much I owe them. Plus, I started thinking that maybe it shows I owe a XXXX balance on the payments page because I overpaid back in XX/XX/XXXX. On XX/XX/XXXX, I spoke with operator XXXX who was quite rude to me, telling me they look forward to my CFPB complaint and I should just accept that the error they have on the website is not a problem and keep making payments. I tried to tell her I'm confused and don't know if I really need to, it was my understanding this issue was resolved months ago, but she just referred me to the contract and told me they look forward to getting my CFPB complaint. So I hung up. My request is that I will pay whatever I owe, but I want confirmation that it's accurate, and I'd like them to waive any late fees I currently owe because this is the result of them inaccurately reporting what I owe vs. me not paying. I have made every payment on this vehicle for over three years and have terrific credit. I appreciate any help you can provide me.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I purchased a XXXX XXXX from a XXXX car lot in XXXX, CA the creditor is GM Financial. The financing department as part of their sales pitch helped me to set up a reoccurring auto payment from my checking account before driving off the lot with my new car. All my payments have been on time and Ive never had an issue until XX/XX/XXXX when I realized that my payment hadnt been processed like normal. When I called GM they told me it was cancelled and that the system cancelled the auto pay based off of a date put in by the salesperson. I was never given anything in writing about my auto pay being cancelled after a certain amount of time nor was I sent any mail, email correspondence and I never received a call or talked to anyone from GM. I called and re-initiated my auto pay with GMs help after finding out I was late due to this error that I should be held responsible for. Ive talked to CS Reps and Supervisors as of XXXX on a XX/XX/XXXX and back in XX/XX/XXXX and no one will help me. They said its my fault I have a negative rating on my credit report. Im in the middle of buying a house and that dropped my score almost 30 points. Ive never had any late accounts on my credit until this happened and it hurt me because Im in the middle of an escrow. I need GM to remove this negative rating and ASAP! Ive been a loyal good paying customer never late and this is how Im treated when it wasnt my fault but the fault of a GM representative. I have contacted the credit bureaus to dispute but havent heard back and GM wont help me either. I need this fixed ASAP!
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I bought my truck lease out with GM Financial on XX/XX/2018. They gave me a payoff, I sent them a check and they sent me my title. They sent me a letter acknowledging my lease is paid in full. They are now billing me {$210.00} for a tax that has nothing to do with me. I have called them several times to get this resolved. They have admitted to the error and promised fix it. This has not been done, now not only has the bill gone to {$420.00} ( dated XX/XX/2018 ). This is effecting my credit from all three agencies. I am unable to get credit due to this issue. The people in customer support promised this would never get to a reporting agency.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-30
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had aXX/XX/XXXXXXXX XXXX Lease through GM Financial that I paid-off on XX/XX/XXXX of this year ( 2018 ). The lease was closed-out when we purchased a vehicle at XXXX XXXX XXXX, paid-in-full, and we were sent closure documentation and even a refund a month or two later for overpayment. On XX/XX/2018 we noticed withdraws still occurring from GM Financial within our checking account, and found automatic payments being withdrawn from our checking account in the amount of {$250.00} every month despite having paid-off the lease ( from XX/XX/2018 through XX/XX/2018). We thought, that's where all our money has been disappearing! On XX/XX/2018, my wife called GM Financial, and was very kind and detailed, provided the exact days, amounts we paid, pay-off details, amounts still being fraudulently withdrawn with each day and amount, and ended up having to fight with an employee named XXXX ( employee # XXXX ) on points that were so silly that XXXX actually asked at one point, " Don't you think it's a problem that you didn't see XXXX coming out of your account for 5 months? '' As an argument against just giving us our money back! We requested a supervisor and were not able to speak with one. We emailed top executives ( XXXX XXXX ) at GM Financial requesting a remedy and suggesting that the voice recording of the call between us and XXXX be pulled to review the poor service representative. We received no response. We also contacted our Bank, XXXX XXXXXXXX XXXX XXXX in an attempt to prevent continued withdrawals by GM Financial. Our bank told us that since they're using a different reference number each time it wasn't possible to stop GM Financial from continuing to automatically withdraw fraudulently. Even the bank can't stop a fraud apparently. Today, on XX/XX/2018, we notice that yet another GM Financial withdrawal was made for {$250.00} from our account. We have had fraudulent withdrawals from GM Financial for 6 months now since paying off the lease in-full in XX/XX/2018, a theft of {$1500.00}. This is a crazy situation! We are so thankful for the CFPB at this point and aren't sure what we could even do without you! Please help : (
Company Response:
State: MI
Zip: 48152
Submitted Via: Web
Date Sent: 2018-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I have always be 2 to three payments behind with GM Finance and they always worked with me due to income up and down but I always paid and they were fine with that. on XX/XX/XXXX I noticed my car was taken called the non emergency police and they said my car was repo 'd I called GM and now it was taken over by XXXX I talked to someone before on the XX/XX/XXXX said what my intentions were to get it back to good status would make 1 payment at the end of XX/XX/XXXX and 2 in XX/XX/XXXX He said I will note that and you should be fine. Why did this happen when I called on XX/XX/XXXX they told me there was no record of it also I set up a payment and account I always use for this month and said they could not verify the bank info so it could not be processed never receaved a call about that this has been such a nightmare and now they want me to pay XXXX to get my car back
Company Response:
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
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: On or about XX/XX/2016 I was victim of a stolen car that was financed through GM Financial. My insurance company later deemed the car as a total loss and paid GM Financial about {$24000.00} around XX/XX/2016. There was still a balance of between 2-3 thousand remaining on the contract. Being that GM Financial received a payment from my insurance company around XX/XX/2016 I assumed that this payment would cover my XX/XX/XXXX regular installment payment and that I was safe until my Gap insurance company concluded their part in paying the remaining balance. I received a call from GM Financial in the later month of XX/XX/XXXX making me aware that I was past due on this account and that I needed to make a payment, therefore soon after I made a payment of the balance owed and the next month 's balance until the GAP insurance payed off the rest. GM Financial dinged my credit report as being past due 30-60 days due to a miscommunication between me and their CSR. I am not sure how the payment was 30-60 days past due when it was only the month of XX/XX/XXXXpayment missed and I made a payment in XX/XX/XXXXfor the month of ( XX/XX/XXXX & XX/XX/XXXX ) once notified by the CSR. Prior to this incident I have never been late on a car payment with GM Financial. Due to the misunderstanding of me thinking that the insurance payment would be applied in the same manner as a regular payment coming from me I thought that it covered my regular payment as well. I have tried contacting GM Financial through many different channels to get this issue resolved. I am not asking for information to be deleted due to willful neglect, I am asking GM Financial to also see this issue from a customers perspective and also note that it is partially the fault of lack of proper communication that made this issue occur. XXXX XXXX XXXX Acct # XXXX
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Problems at the end of the loan or lease
Subissue: Termination fees or other problem when ending the lease early
Consumer Complaint: In XX/XX/XXXX by daughter was in a car accident and her car was totaled. She was not hurt. GM was informed of the accident and our insurance company paid their portion of the loss {$10000.00} and it was credited to the account on XX/XX/XXXX. XX/XX/XXXX - I logged into my account and had an online chat where 'XXXX ' stated the account was paid in full. ( see attachment ), so I thought our obligations were complete. I followed up a few more times and each time GM told me they were simply waiting for GAP insurance to process, but my account was fine. XX/XX/XXXX - My credit bureau report was hit with a late payment. XX/XX/XXXX - I called GM and spoke with XXXX ( id XXXX ) and she informed me that I was late on my payments. This was the first that I had heard the account was not in good order. XXXX admitted GM 's systems were not showing accurate information but I owed $ XXXX/mo until GAP insurance was received. This was the first communication from GM telling me this, and their on-line site did not show this information. XX/XX/XXXX - My access to the on-line GM portal was shut down, and I was told that in order to make a monthly payment via phone, GM would charge me an additional {$10.00}. I was also told that my daughter ( the other co-signer on the account ) still had access on-line. This was not true either ( see attached )
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a vehicle leased through XXXX XXXX XXXX. They had a major problem with their billing system this past winter. I received paper statements as well as online GM website information to monitor my account. Both sources showed my account was up to date. After they fixed their system, I received a new paper statement showing a new amount owed. I immediately payed that amount. I should not be punished for their failure to maintain their billing system. I did everything that could be reasonably expected given the faulty information that I was provided by GM Financial.
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2017 my XXXX XXXX XXXX had GM Financial as an autopay account in the amount of {$400.00}. XXXX XXXX issued the check and removed the funds out of my account. This had been established and working for months prior and after. Apparently GM financial claims to not have received the check. GM Financial did not inform me they didn't receive the check until 60 days later. I provided them with my bank statements and autopay history to show them the check was sent and the funds were removed from my account. When they could not find the check I stopped payment and reissued a check which was received. They are continuing to report that I was delinquent on my account for the months of XXXX and XXXX when I did issue the check and have it mailed to them at the correct address. I never missed a payment or was late on any payments before and I am upset they did not inform me before the account was 60 days delinquent. I believe they lost the check and I am being reported negatively on my credit score for it when I have always paid my lease on time.
Company Response:
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2018-06-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A