Date Received: 2018-01-26
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: hello, Im having issues with my GM FINANCIAL account, its the only thing with holding me from a mortgage loan, I was having issues with my bank account in XX/XX/XXXX and XX/XX/XXXX, my debit card had been on a breach I had no access to my account I couldnt even use the ATM, that is why there was a 30 day late payment as far as XX/XX/XXXX I was over paying prior and when i saw my statement it said XXXX is due at the time but you still have to make a monthly payment so I was confused. I have typed a letter to the company explaining my situations Im just hoping to get this cleared up
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I purchased a XXXX XXXX XX/XX/XXXX and due to mechanical issues that car had to be turned back to the dealer to give me a new vehicle. It took 30 days for this to happen. Without my knowledge and being present the dealership ran my credit a second time on XX/XX/XXXX. I brought this to the dealership 's attention and they have removed their double inquiry from my credit report from XX/XX/XXXX but GM Financial has not. I did obtain a letter from the dealership regarding this issue but nothing has been done to remove this hard inquiry.
Company Response:
State: NY
Zip: 14211
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have mailed 2 checks to GM Financial and neither has been processed. I have tried to reach them by telephone and email but have not been successful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02852
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Our vehicle was deemed a total loss on XX/XX/XXXX. Our insurance company ( XXXX XXXX ) issued 2 checks to GM Financial on XX/XX/XXXX in the amounts of {$17000.00} and {$4500.00}. These payments were never reflected on to our account. After calling repeatedly, there was no resolution. GM Financial did a system upgrade where they stated they would be unavailable from XX/XX/XXXX-XX/XX/XXXX, so we were unable to follow up during this time. Once they reopened, the payments have still not shown. On XX/XX/XXXX, Progressive insurance placed a stop payment on the original 2 checks, and issued 2 new checks which they overnighted on that date. Even though the checks were received overnighted ( validated through shippers website ), a payment was not credited to the account until XX/XX/XXXX. The payment for {$17000.00} was credited to the account, however, the payment for {$4500.00} has disappeared again! I have spent hours on the phone waiting to speak to a representative, and in each case they state it does not appear, and are unable to locate the payment as an unmatched payment in their system. Both of these checks were sent together in the same overnight delivery package. 1 was processed, and 1 came missing. I contacted XXXX XXXX for help, which they traced both payments to show that both checks cleared payment on XX/XX/XXXX. So, the missing payment of {$4500.00} was received and cashed by GM Financial, but no where to be located in their newly upgraded systems. ( I have attached the payment trace document from XXXX XXXX to this complaint ). In the last several days, I have attempted to call several times, but now their customer service line states that the call can not be completed at this time due to high call volumes, and then disconnects the call. We still have an outstanding balance of {$3000.00} on the account as a payoff amount that has not been paid due to the neglect of payment processing and application on behalf of GM Financial.
Company Response:
State: MO
Zip: 65802
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: We got a 0 % interest loan through GM Financial ( XXXX ) in XX/XX/XXXX. The payment is {$440.00} per month and we make a payment every Monday of {$120.00}. This put us at least 8 months ahead of the scheduled payments. I am getting red flagged on my account saying we have late payments. I have contacted them through their website repeatedly with to response. I have contacted them via phone on XX/XX/XXXX, to which they stated they would go back into my account only to XX/XX/XXXX and credit the account {$250.00}, but did not. Which is NOT a suitable solution. Since XX/XX/XXXX I have tried to call repeatedly, but can not get through and eventually the call gets dropped while I am on hold. With a 0 % loan that I am far out ahead of the payments on, I am now in risk of them reporting this to the credit bureaus and having a negative effect on my credit score.
Company Response:
State: IN
Zip: 46383
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I leased a new XXXX Chevy Equinox at XXXX XXXX in XX/XX/XXXX with my husband. We financed through GM Financial. The first complaint is that I receive the bill in the mail on the XX/XX/XXXX of the month and the due date is the XX/XX/XXXX!!! This is ridiculous. They will not help me change the date I receive the bill. The NEW problem is that for some reason our monthly bill comes only to my husband and not in both names. This has been OK and we just pay it. On Saturday TWO bills came for the same amount. One in his name and the other in mine!! I have called XXXX XXXX of XXXX and nobody will return my call. I have left voice messages as well as spoke to someone who said they would personally give it to the financial officer. I have been calling the GM Financial Service # XXXX ALL DAY today. I get a message saying that they have an overwhelming amount of calls and then it disconnects!!! EVERY TIME. I will not have my credit ruined by this horrible company because they double bill me and will not take my calls. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53149
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I need GM Financial to provide registration paperwork relating to our leased vehicle. Their phones and websites were closed for a systems upgrade but were supposed to functional on XXXX XXXX. My daughter has been trying to contact them since that date with no website functionality for a duplicate title and no answer tobtheir customer service lines. I took over this project as co-lessee on XXXX XXXX and have tried everything. Our dealer can not even get through to them. I took to XXXX to message GM Financial, but they have only responded with the same XXXX # I have been calling. Their phones are either busy or I get a message saying " due to high call volumes '' they can not take any calls. I have sent another message via XXXX. WHAT I WANT- to fix registration paperwork so my daughter can register her car. Please call or email, or provide a XXXX address ( not PO box ) so I can send a written request and copy in our lawyer. Thank you
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-20
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: On XXXX/16 we leased a vehicle, the terms of the lease states we will have 27 payments on the vehicle, and in the payments {$1100.00} worth of taxes are included into the payments. Line 13 on the GM Financial lease agreement states OFFICIAL FEES AND TAXES : The total amount you will pay for official and license fees, registration, title, and TAXES over the term of the lease, weather included in your scheduled payments or assessed otherwise is {$1100.00}. The total fees and taxes you pay might be different than this based on charges in the tax rates and the value of the vehicle when the fee or tax is determined. BUT the lease does NOT state the lessee would be required to pay Personal Property TAX. The ONLY mention of TAXES are the {$1100.00}, which are included into the lease payments. The Beginning of this year, I got a bill on line that stated I owe {$940.00} for Personal Property Tax. The ONLY taxes specified in Dollar amount and clear is that the {$110.00} for taxes that are INCLUDED in my payment. According to the Consumer Financial Protection bureau 's website, Section 1013.4 in the Contents of Disclosures : Part 4 ( C ) Payment schedule and total amount of periodic payments, the section 1 PERIODIC PAYMENTS.The phrase number, amount, and due dates or periods of payments requires the disclosure of all payments that are made at regular or irregular intervals and generally derived from rent, capitalized or amortized amounts such as depreciation, and other amounts that are collected by the lessor at the same interval ( s ), including, for example, TAXES, maintenance, and insurance charges. Other periodic payments may, but need not, be disclosed under 1013.4. In Section 1014.4 ( N ) part 3 A tax payable by the lessor that is passed on to the consumer and is reflected in the lease documentation MUDST be disclosed under 1013.4 ( N ). A tax payable by the lessor and absorbed as a cost of doing business need not be disclosed.
Company Response:
State: MO
Zip: 63121
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I submitted a payment on XX/XX/XXXX via the GM Financial XXXX XXXX. I received a confirmation email for this payment. I have logged back on on about 20 times between XX/XX/XXXX and XX/XX/XXXX to pay for the next month. I get error messages every time I try to pay. I can not access my balance anywhere in the portal. When I login it says that I " missed a payment ''. This is not true. I paid my first payment on this lease on XX/XX/XXXX and do not have the ability to pay this months bill. From XX/XX/XXXX-XX/XX/XXXX I have called an estimated 15 times each day. I can not get anyone to answer the phone. Most times I get a voice recording that says they are having " System errors '' and then the phone hangs up. This is absolutely ridiculous. This is unbelievable that a company would make it this hard to pay them.
Company Response:
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: After reviewing my credit report I see that GM Financial has reported my account 6 times late 30-59 days late. I have attached my payment history and a few months I made two payments in 1 month. I sent them a good will letter to get it resolved and its has not helped at all. If anything my account should only reflect 1 payment late in XXXX 2017.
Company Response:
State: OH
Zip: 44087
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A