Date Received: 2018-06-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have made my payments to GM Financial for 36 months. My lease was up on XX/XX/XXXX I want to buy my car and have been approved for a loan to buy it at a credit union. On XX/XX/XXXX, I paid my XX/XX/XXXX payment through XXXX on my XXXX Account. I have paid my loan this way several times. The money was taken out of my account and applied to the wrong account at GM. It was determined at XXXX that the loan number was off by one number. The payment had always had the wrong loan number on it so it must have manually been applied. I have talked to GM at least 15 times and XXXX 6 times regarding this issue. I have been told numerous times that someone was working on it and would call me back. No one has ever called me back. I have never been given a phone number and name of someone who was handling this complaint. I have not had anyone work on my behalf at GM. I have spent HOURS of my own time trying to chase down this payment. I paid my XX/XX/XXXX payment in XX/XX/XXXX so it wouldn't be reported to the credit bureau. GM has been provided proof from XXXX more than once that the payment was made and it is still not rectified. I receive 3-4 phone calls a day from GM telling me that I'm late and asking if I want to make a payment. I owe them nothing else but the car is still in my possession b/c I want to buy the car. I need help getting this resolved and ALL fees associated with it refunded!!
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I paid our loan on time via automated phone system. Over a month passed when I started getting calls our payment was late. Spent two weeks being told I was fine but still getting collection calls. After a month of trying to figure out what was going on I was informed the phone payment did not go through as it was a bad account number. This was almost two months after we made the payment to finally get this information. I spent another few weeks calling and getting promises but no replies from GM Financial to correct late reporting issue. The last communication I had with them was they were reporting me 60 pass due and there was nothing they could do for me. I requested a manager call me and again was promised I would get a call back ... .after two more weeks and never getting a call back, I just made three payments. Do not consider the fact that it took them over a month to clear a payment and another month plus of confusion and no replies that I should get reported 60 day plus pass due.
Company Response:
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: At the end of XX/XX/XXXX I chose to finance my current leased vehicle that I was leasing through GM Financial. My XXXX payment went through in addition to the payoff sent from my dealership. This caused an overpayment of {$500.00}. It has been a horrible experience trying to get the {$500.00} refunded back to me. Every time I call into customer service I get told a different story. Last Monday I was told that the check was cut on XX/XX/XXXX and that I should receive the check by the end of the following week. When I called this past Friday inquiring about the check, I was told that they were still waiting on final approval for the refund and that it could be the end of XX/XX/XXXX when I could receive the check. I do not understand why this process is taking so long as I have received the letter in the mail from GM Financial over a month ago congratulating me for paying off my lease. The company does not get to just keep overpayments. I just want my overpayment to be sent to me so that I can close this chapter.
Company Response:
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: The GM Financial billing system conversion negatively affected me personally and my credit status. They are unwilling to help and have violated standards of fair business and multiple consumer protections. I only just recently learned of GM Financials system collapse from early XX/XX/XXXX, and that I am one of the customers affected. Let me begin by saying that I have been purchasing GM vehicles since XX/XX/XXXX. Since that time I have owned or leased 7 different GM vehicles. Much of the financing for those vehicles has been through GM Financial ( or legacy XXXX ). I have NEVER missed a single payment ... ..NOT ONE. Nor have I ever missed a payment to this day! I have a rich credit history, with current scores hovering around 800. Up to the GM Financial system conversion and through XX/XX/XXXX I made every single payment on time for my current vehicle. Then, through no fault of my own, and with no knowledge of the collapse of GM Financials systems, the problems appear to have begun with the XX/XX/XXXX and XX/XX/XXXX billing. As I regularly utilize electronic payment, either through my own financial institutions, or directly through GM Financials own phone or online systems, the problems went relatively unnoticed on my part, and their under-billing was assumed to be attributable to my overpayments in past billing cycles. As the spring progressed and systems got back online, I responded to GM Financials corrected billing statements and their reestablished online systems with, in some cases, double payments to GM Financial to resolve their own accounting errors. And here is how I was rewarded for my loyalty ... ..with a notification from my credit monitoring service advising me that GM Financial sent 3 ... yes, 3 ... late payment notices to the credit bureaus at one time for the months their billing was broken. Upon contacting GM Financial customer service, the representative acknowledged that she did not see any payment on my account which would have dictated this late payment action. She then went so far as to suggest that although GM Financials systems and billing were erroneous, customers were expected to pay different amounts than listed in the actual statement billing???? According to the representative, sending 3 late notices to the credit bureaus at one time was also a product of the system conversion, as GM Financial did not report out on billing histories to the credit bureaus for the entire spring!!! They then issued catch up notifications to credit bureaus at one time. When I demanded GM Financial remedy the issue and retract the derogatory notices, she advised that she could not help me, and that was what she had been told to tell me. I found these practices and suggestions to be so unbelievable, that I requested a supervisor. In again demanding that GM Financial remedy and retract these derogatory late payment notifications, the supervisor ( XXXX ) advised there was nothing she could do. She transferred me to the voicemail of her supervisor, and that gentleman has never bothered to even call me back after a week of waiting. I also filed an online complaint with GM Financial which also has gone without acknowledgement. I am hereby submitting this formal complaint for unfair loan and servicing practices, as well as accusing GM Financial of unfair credit reporting practices.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Gm Financial failed to report to the credit bureau for over 6 months, then when they did, they inaccurately reported me 30 days late on 2 separate occurrences. They refused to remove it.
Company Response:
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2018-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-07
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I have tried to pay the lease amount for the month of XX/XX/2018 but there was GM website error that showed XXXX $ due that let me to understand that there still time to pay. Also GM Financial did not report to credit bureau every month due to some convergence issues. I have been monitoring my creit report every month for past 6 months and this did not show up. I also did not get a curtesy call from GM that my payment was late. Considering all these issues, I request GM Financials to help remove the latepayment as a onetime curtesy due to these errors
Company Response:
State: CA
Zip: 95391
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: After a review of my credit I disputed 2 late payments that occurred in XXXX and XX/XX/XXXX. The dispute came back that these were late payments. I called GM Financial and talked to a customer service rep about what we could do to get the payments taken off as that was a particularly hard time when I was dealing with the death of my fiance. The customer service representative gave me an email address to send my request to ( XXXX ).
On XX/XX/XXXX I sent the following to that email address : From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX XXXX Subject : Late Payment Forgiveness XXXX To :
Company Response:
State: FL
Zip: 32780
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
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 purchased a car from a XXXX dealership and obtained financing from GM Financial. I made all of my payments on time, without any late payments or less than the amount required. In XXXX of 2018 I paid off my loan in full, years in advance. The title was released immediately, however GM Financial then promptly stopped reporting everything related to my account to the credit bureaus. I have a perfect credit report. I do not have a single delinquency, collection, or negative remark on my credit. However, I now have this account on my report which has not been updated for going on 6 months and it is starting to have an impact on my score and my credit worthiness in the eyes of creditors. It does this for two reasons. 1 ) It appears that I have a balance for on a loan that originated on specific date and the balance has not decreased like it should be. While there have not been reported dates and lenders can see that, it isn't being taken into account. It reflects poorly on me. 2 ) When I paid off the car, I did so because I sold it because I unexpectedly moved to XXXX and no longer needed it. It was a relatively new car and I took a large loss on it and I had to take out an unsecured personal loan to cover the difference. So now I have the loan of the personal loan counting against me PLUS this car loan because GM Financial is refusing to pushing that I paid off my account. I have called GM financial repeatedly about this issue. They have claimed to have updated their system and as a result have stopped reporting to the credit bureaus. I am a software engineer with 15 years experience. I can tell you that you do not roll out a system upgrade like this if you need to take a portion of it offline for 6 months because it doesn't work yet. I was told multiple times that I was back online and it still hasn't been reported. At this point it is impacting my life and and I am unable to obtain financial products that I am seeking specifically because of GM Financial. If I am in this situation and I have a perfect credit report and an income of XXXXyr, how many other people is GM Financial impacting with their sloppy system upgrade?
Company Response:
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2017, I went to XXXX XXXX to purchase a car. I had a open check from XXXX XXXX XXXX XXXX for {$30000.00}. However, the finance guy asked if he could get me more money for a lower interest rate. I filled out an application for XXXX XXXX only and asked that be the only bank my credit be ran. The finance guy came bank an told me a ridiculous amount and I purchase XXXX XXXX XXXX with my bank check. About two weeks later, I started receiving letters from about 9 banks why I was denied credit. When I took my car for regular maintenance I asked why they ran my credit for all these other banks and he could not answer only apologized. I never gave XXXX permission to run my credit for 9 different banks and messed up my credit.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I have purchased my XXXX XXXX XXXX ( used ) in XXXX state, then relocated to XXXX XXXX to live with my grandma to take care of her while making payments. I decided to apply a job and got hired. My XXXX income has stopped due to working full time. Six months later, I am terminated from my job. I had to apply for unemployment benefits and receive my XXXX income again, but they said it will take to process within a month or so. I have called XXXX to communicate with them to let them know about my situation. I moved to XXXX XXXXXXXX, XXXX to stay with a friend, so I can catch up with the late payments with XXXX. I did catch up with the late payment, but some months I would get behind due. I have called XXXX to see if I can get the late payment waived, then this way I can get on current payments, but XXXX denied my request. I kept to keep making payments. They only wanted to know where my car is located in preparing for a repossession in XXXX XXXXXXXX, XXXX. I knew that I had no way to keep my car because XXXX denied to assist me to keep my car. Until when my lease ended, I moved out and stayed at a XXXX XXXX in XXXX, XXXX. I have called XXXX to update the address and told them that my unemployment appeal has decided to pay me a lump sum that I can use to catch up with late payments to keep car. XXXX denied me to catch up with my payments. I found an apartment in XXXX XXXX that is where the repossession has taken on the last week of XX/XX/XXXX. The repossession guy took my car in the parking lot where my apartment is located and he took my car without a notice. When I have discovered that my car was gone, I had no idea what company did take my car to get in contact. Shortly, I decided to look up my XXXX report to check my car 's VIN and discovered about the repossession company that my car was sold to a new owner in XXXX, XXXX quickly ( less a month ). XXXX did not want to work with me to keep my car during the repossession process. I did not have a chance to sign any repossession paperwork nor received any certified mail. In XX/XX/XXXX, XXXX sent a Police Officer to serve me paperwork that I am being sued by them. The Police Officer did get in touch with the landlord to tell her about my situation and needed her permission to enter the locked building. The police officer did take my neighbors 's attention, landlord, and the maintenance guy to see that it was for me since that the police officer came to my apartment 's door. I live in a community senior retirement apartments that there is not much of privacy. The paperwork said that XXXX wants me to pay {$8300.00}. I have discovered that they sold my car for only {$900.00} at the auction, but the car 's value is {$3000.00}. They want me to pay all of the loan and I can not pay all of it because I am currently unemployed and collecting XXXX income with health issues. They are suing me with a civic judgement. Their lawyer has filed paperwork at the court almost one year ago. I have been waiting to attend a court date to resolve this case, but the court has not issued a court date as yet. I am stuck in my situation that I can not buy another car and my credit score went down. This case is going to destroy my credit and livelihood ( with a civic judgement that I would not be able to rent any apartments, getting jobs, and borrowing credits ). XXXX is trying to destroy me. I have purchased 6 cars through other auto companies and paid off in full with on-time payments in the past ( I can prove that ). Do I deserves to be punished with the auto company that was not cooperative with me? Otherwise, I have to move out from my current apartment because the landlord sees me as a risky tenant after what happened with the police officer 's visit that XXXX sent for me.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A