Date Received: 2018-02-06
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XX/XX/XXXX, i visited XXXX XXXX to purchase a vehicle. I told the manager after agreeing on a price that i wanted to use GM financial for the 0 % promotion that was advertised during that time and if i can not get approved for that than i was only going to use my financial banking institution ( XXXX XXXX XXXX ). They agreed to the terms. XXXX wanted 7 % and i declined that offer so XXXX ( the finance guy ) and I agreed to the terms of XXXX for credit loan approval. I signed the contract and left with the vehicle. I called on XX/XX/XXXX to follow up with the spray in bed liner which was owed to me as part of the deal and i was told they will call me back. I called again on XX/XX/XXXX because no one contacted me for the bed liner. At that time, XXXX XXXX ( the sales agent ) told me that the deal was declined by XXXX and the needed a co signer to proceed with XXXX. I was then contacted by XXXX ( the XXXX ) on XX/XX/XXXX and he said that we can get you approve as a single owner through GM at 7 % for 635 monthly. I told him that i am not going to do that. on XX/XX/XXXX i returned the truck and XXXX took the keys. After i left, XXXX and XXXX called me several times threatening me with coming back to pick up the truck because they had worked out a deal with GM to meet the terms of XXXX on the original contract. I told them that i did not approve or authorize that and they can not change anything on my signed contract without my knowledge or approval. and XXXX told me that is not true, we can do whatever we want and i will be receiving payments from GM. I called GM on XX/XX/XXXX and they told me i did not have an account or loan at that time.. I made them aware of what the dealer was trying to do and they assured me that they did not have anything in my name at that time. on XX/XX/XXXX i received a letter from Gm stating I now had an account and payments due for a truck i no longer have in my possession. I notified GM on XX/XX/XXXX that this account was fraudulent acquired from XXXX XXXX without my approval and that i had already returned the truck to the dealership on XX/XX/XXXX. they said the application sent to them by the dealer shows XXXX XXXX XXXX but it has been scratched or crossed out and someone wrote Gm on the line on the contract and they can not close the account without proof the dealer obtained and or submitted it without my knowledge and or permission. I informed them that i still have my original paperwork and i do not have any marks on my contract showing XXXX being scratched off. I returned to the dealer per GM request to get them to reverse the deal and get the paperwork of what was submitted by them and the dealer refused to show me the contract they sent to GM and would not reverse the deal, instead tried to give me the keys to the vehicle that i do not want or need. i told them i was not taking possession of a vehicle that they fraudulent obtained financing on and left the property.
Company Response:
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: In XX/XX/XXXX, I purchased a used XXXX XXXX XXXX, VIN # XXXX from XXXX of XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX. The amount financed was {$37000.00} on today during routine maintenance damage was found to the front of the end of the vehicle from a mass car accident. I was provided a XXXX report that indicated the car was a significant incident. At inquiried at the time of purchase for the XXXX and never was granted one. This is a total rip-off, had I know about this issue I would never purchase this vehicle. Both the Finance Company and dealership are at fault.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have had an auto lease with GM Financial for 5 years. I have it set to auto pay through my bank. It has paid every month, every year for 5 years. Until XX/XX/XXXX, when GM Financial contacted me to tell me I hadn't paid. I checked my bank statement, I checked with my bank and confirmed GM received the payment on XX/XX/XXXX. GM had provided an incorrect number on the voicemail, their website was incorrect and I had to research to find the correct number to call. After several hours speaking with several representatives over the course of SEVERAL DAYS, I faxed proof of cleared funds, and a TRACE ID to show they received it. They did not research or look for the payment, but continued to harass and demand payment. Finally, last week around the end of XX/XX/XXXX I spoke with XXXX from GM and she located the payment in their " old '' system and stated she took care of it. Then, today around XXXX XXXX EST I received a cryptic message with no company information or name, just to call. I called -- the number picks up and places you on hold. When someone finally answered, after a full 5 minutes of waiting to learn why they were calling, I was informed they were calling demanding the payment AGAIN. I have been harassed by GM for nearly a month now. I have been accused of not paying, my credit is threatened by their incompetence and I have now been only hold for over 20 minutes with no resolve. I'm being forced to go through this over and over and over because of their improper system migrations, failed customer service and incompetence. I can not be the only consumer this is happening to. To further confuse the matter -- they have changed phone numbers and addresses and failed to notify their consumers at all -- in addition to not properly reconciling their payment systems.
Company Response:
State: OH
Zip: 45239
Submitted Via: Web
Date Sent: 2018-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I'm trying to get my vehicle returned to me but can not get anyone on the phone or my messages returned. The company is GM Financial
Company Response:
State: TX
Zip: 77049
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am the CO- SIGNER on the lease through GM Financial. The customer of the lease on more than one occasion has not paid her lease on time or in full and quite often owes late fees and other overages. I had contacted GM Financial since they are the owner of the vehicle asking that I also be notified of any late payments right away so that I can remedy the situation, but to no avail. I called them on XX/XX/2018 on or around XXXX XXXX to ask them again why they are waiting almost two to three months before notifying me of late or overdue payments. They clearly stated that the co- signer of the lease doesn't receive any type of notification at all and that's it's my job to check up on it. However, the said lease would NOT have happened AT ALL without the co-signer. I simply asked to be notified immediately so that I could remedy the subject situation, and they said, " Sorry we don't do that here. '' I asked for them to send me paperwork so that I could take over the payments of the vehicle and they said, '' We don't do that here. '' Yet, they OWN the vehicle. They refused to help me at all but said that they would gladly take a check from me for the overage payments. They told me that the co-signer isn't their customer and that they aren't concerned about my credit score.
Company Response:
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Lender has repossessed vehicle with no warning. I have been calling the company for 6 hours and no one will tell me where the vehicle is or what amount I will need to pay for it to be returned. The company is GMFinancial. The website will not let me log in or reset my password and the call line has transferred me twice. Given me a bad phone number to call. And told me three different times to call back since Thier " system is down '' I have been on hold for over an hour now.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I originated this loan in XXXX. It was for the purchase of a XXXX Carry over truck but it was new.We got the loan at 0 % interest rate. Things were going well as far as payments and amounts being correct until they did a update to their computer system in XX/XX/XXXX. Ever since then there has been a discrepancy of about {$400.00}. I have called and emailed numerous times. I can go back just like they can in payment history, yes I have moved my payment due date but I had always paid in the end what it said the payment was. I did split my payments in 1/2. I did a complete printout of my loan payments since the origination of the loan. If what they are telling me is correct that this is all late fees that had occurred since the opening of the loan and were not paid 1. Why were no phone calls made to me? 2. Why was it not stated on the online account page until XX/XX/XXXX? If there are late fees still owed fine I will pay them but I DO NOT agree with the {$400.00} they are saying it is. I can calculate and in the worst case it is like {$50.00} I owe!! Every time I call the representative says yes I see it and I will get it taken care of.Then there is also times the computer system is down. That has happened alot! They always assure me the problem will get fixed Well guess what it isn't!! GM Financial prides itself on its customer service. That's a load of XXXX!! Even if they offer the 0 % financing really think long and hard about taking it!! This company will put you through XXXX!!
Company Response:
State: IA
Zip: 505XX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/XXXX, I paid my bill twice by mistake. I called to get a refund for one of the payments. After a few days of calls and speaking with different people, I was told that they have to get a refund check mailed from XXXX XXXX and sent to them, then they would send that check to me. However, I never received anything. I finally called about it to check on the status in XX/XX/XXXX, and was told the refund was processed and sent out on XX/XX/XXXX and that I should've received it. I told them I'd wait a few more days to see if it comes in. I called back after a week because I still haven't gotten my refund, and at this point, the XX/XX/XXXXbill was due. I inquired about having the refund check canceled and just reapplying MY funds back to the account. After being put on a long hold, I was told that the manager couldn't do that at this point but was told that an email was sent to the Finance department to see what can be done, and that I would receive a call back once they got a response. It has been 3 days now and AGAIN, no one has reached out to me. I just want MY money back or reapplied back to my account so that my bill is paid for XXXX ... considering I ALREADY paid it, and they have done nothing to help but waste time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-31
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX, I sold a vehicle ( private party ) that was financed with GM Financial. There were two checks included with the loan payoff form ( the first : {$12000.00}, and the second : {$13000.00} ). Both were cashed on XX/XX/XXXX, however only one ( {$12000.00} ) was applied to the account. I have had to contact GM Financial over a dozen times, by phone and by website chat. I have provided signed front and back copies of the check to at least 3 individuals as requested and still have no resolution. In the meantime, I am making payments on a vehicle that was sold two months ago. GM Financial seems to be in no hurry to help resolve my issue and it seems absurd that it would take this long to locate a check that was already cashed by the company. I sold the vehicle for more than I owed, so I am waiting for approximately {$2600.00} to be refunded once the check is found.
Company Response:
State: MI
Zip: 48009
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I paid a portion on my XX/XX/XXXX payment of {$150.00} on XX/XX/XXXX. I called on XX/XX/XXXX to pay the remaining of my XX/XX/XXXX payment of {$250.00}. In total my payment is {$400.00}. I noticed that it was stating that I still owed {$150.00}. I call a representative on XX/XX/XXXX and stated the {$150.00} should have gone to my XX/XX/XXXX payment. She said she was reapplying to the payment so it would all be taken care of. Fast forward, one week later, I noticed it stated I still owed {$150.00}. I called again XX/XX/XXXX, the representative stated that she would also reapply my payment of {$150.00}. I asked how long would it take to see this change on my account. She stated two business days. Well here it is XX/XX/XXXX. My account is still showing I owe {$150.00}, along with late fees now. I've called numerous times. Every time I call, I get an automated recording stating they are experiencing high call volume at this time and the lines are busy or that their system is down. I've submitted 3 complaints online through my account. I've received 0 responses.
Company Response:
State: TN
Zip: 38053
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A