GM Financial

The reply from GM Financial was not accurate.  I will give a detailed timeline to display my correspondence with Customer Service.
July 11, 2015:  Signed lease agreement with GM Financial
August 11, 2015:  Set-up recurring payment with GM Financial.  Received confirmation # 2683 via email for my autopay (recurring payment).  August 13, 2015:  Sent a message to GM Customer Service through customer support online to confirm autopay and that payments would be on time (I have email confirmation of this correspondence).August 14, 2015:  Called GM Financial at 7:31am PST to confirm recurring payment and on-time delivery of payment.  This was confirmed by a GM Financial Customer Service representative at (800)-369-5212 September 4, 2015:  I was notified that my payment was overdue by GM Customer Service.  A Customer Service Representative assured me that my recurring payment was successfully set-up but it sometimes takes up to 1 month to process.  My late fee was waived and I promptly made the payment.  I was never notified that my auto pay/recurring payment was cancelled.  October 20, 2015:  GM Financial called at 5:17 pm PST to inform me of past due amounts from September and October.  I promptly made these payments.  I was informed previously that recurring payments were resolved and working.October 22, 2015:  I called GM Financial at 11:07 am PST to resolve the issue but our call was disconnected.  I called back at 11:17 am PST and asked to speak with a manager.  I spoke with [redacted].  He informed me that there was an issue with recurring payments and waived my late fee.  He helped me set up a new recurring payment that would take place to ensure on time future payments.  October 27, 2015:  Autopay was successfully set up and recurring payments have been successful and up to date ever since.  January 20, 2016:  Recognized a negative remark (30 days late) on my credit report from GM Financial.  Called GM Financial Customer Service at 8:24 am PST and spoke with [redacted].  She denied that there was ever a problem with GM Financial auto pay / recurring payment system even though I was told that several times by other representatives.  I was also denied the ability to speak with a manager and said my negative remarks to the credit agencies would remain even though I was never charged a late fee.  January 21, 2016:  I called GM Financial at 8:52 am PST and spoke with Representative #18284.  He informed me that there was in fact a problem with processing auto pay / recurring payments in the past and some customers payments were mistakingly cancelled.  I recorded the conversation to be sure I had correct information.  This timeline is truthful and accurate and can be confirmed through emails, cell records, and a recorded conversation.  I should not be reported as being late to the credit agencies when there was clearly a problem with GM Financial executing autopay / recurring payments.  GM Customer service representatives also gave false information regarding recurring payments and waived both late fees because of the problem.  I clearly made every effort to communicate clearly with GM and set up an on time recurring payment each month.  If I was given the correct information I would have fixed the issue immediately but was never given correct information.

January 31, 2018
Re: Complaint ID: [redacted]
Dear Ms. [redacted],
Thank you for the correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following information.
On November 29, 2016, you signed a Motor Vehicle Lease...

Agreement for a 2017 Chevrolet Cruze. Within the agreement, you agreed to a 24 month lease term with a monthly base rent payment in the amount of $147.58 per month, due on the 1st day of each month.
A review of your account indicates that you enrolled for the Automatic Payment Plan (“ACH”) on January 3, 2017. On this same day, a notice was sent to your address of record which explained in accordance with your recent request, your account had been set up on automatic debit from your checking/savings account (ACH). It also gave notification that this service would be effective with your lease payment due on February 1, 2017. Further review of your payment history reflects a payment of $147.58 was received by GM Financial on February 1, 2017, and was applied to the January 2017 base rent due date. Please note our records show numerous attempts were made in effort to contact you regarding the status of your account.
Should you have any further questions or require additional assistance regarding this matter, please feel free to contact Lease Customer Service department directly at [redacted].
Sincerely,
GM Financial

Thank you for the additional correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following information.
A review of the account reflects GM Financial sent a release on June 17, 2016 to Reliable Recovery for the 2013 Kia Soul.
Please be...

advised GM Financial has submitted an update and forwarded the proper documentation to all three major credit bureaus. Please allow 30-45 days for this information to update and reflect accordingly.
We apologize for any inconvenience this situation may have caused. Should you have any further questions or require additional assistance regarding this matter, please contact GM Financial directly at ###-###-####.
Sincerely,
GM Financial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do want to add however that the fact that when I go to make a payment due it makes no sense why it wouldn't show the amount that is owed. EVERY other creditor I have bills with ALWAYS shows the amount due when I go to make a payment online.
Also just want to add the fact that the customer service I dealt with while calling GM was so unprofessional and I will never do business with GM in the future once this lease is up.
Thank you for doing the right thing however it would still be nice for the website to be accurate when making a payment.
Regards,
[redacted]

Thank you for the additional correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following information.Unfortunately, GM Financial is unable to assist you with regard to the civil situation between yourself and the other party to this contract. As you have been previously advised all parties to the contract are still responsible for maintaining the monthly installment payments as per the Contract. The contractual obligation still remains and cannot be terminated without payment of the balance owed in full.Should you have any further questions or require additional assistance, please contact GM Financial at 1(800)944-5047.Sincerely,GM Financial

August 29, 2017
[redacted]
Dear Ms. [redacted],
Thank you for the correspondence sent to the Revdex.com. I would like an opportunity to address your concerns, however additional information is required. At your earliest convenience, please...

forward me your full GM Financial account number or social security number. Upon receipt of this information I will research this matter.
Sincerely,
GM Financial

January 31, 2018
Re: Complaint ID: [redacted]
[redacted]
Dear Mr. [redacted],
Thank you for the additional correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following information.
A review of your account reflects it is currently eligible for online services. If you are still having trouble accessing your MyAccount profile, it will be necessary to speak with you directly in order to further troubleshoot and rectify this matter. At your earliest convenience, please contact Customer Service at 1([redacted]) [redacted]-2271 so that we may further assist you with logging in.
Hours of Operation:
Monday through Thursday, 7:00 a.m. to 8:00 p.m. CT
Friday, 7:00 a.m. to 7:00 p.m. CT
Saturday, 7:00 a.m. to 4:00 p.m. CT
Sincerely,
GM Financial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]I would also like to add that as of yesterday I was able to get a hold of their customer service line. After waiting over an hour they finally figured out my problem. A payment was made from another financial company that was not myself and they had to fix the corrected amount that I own on the vehicle because the money was taken back out because it was paid by mistake to the wrong account. They saw the payment was made on June 20th, 2017. They did not notice it until November 17, 2017. They did not contact me nor notify me of this and lead me to believe I owed more than I was suppose to. After trying to get a correct answer after 2 months I finally was told of this payment. There was a lack of communication as well as doing their job to track these payments on their part. I have yet to talk to a supervisor and have spent the last 3 weeks trying to get a hold of someone on the customer service line. I would still like to file a complaint and add this bit of information on to the original complaint. My social is [redacted]. The GM Financial account number is [redacted]

Complaint: [redacted]
I am rejecting this response because:I rejected the response because a [redacted] advised me that the REAL reason they repossessed the vehicle on 12/14 was because they could not get in contact with me and had none of my phone numbers yet she called me on my cellphone which was listed on the account. I also asked them to submit to me in writing the reason for the possession as well as the break down of the charges. Because in that 664$ was the actual payment of 288.20 due ON 12/14 and when I logged in to make a payment on 12/15 and my account was locked I was told they came and got the car on 12/14 and would NOT take the payment without me including the 510$ for how and reinstatement fees. Also they refuses to send any of the information I requested in writing. I included all of those agent is numbers to have ALL of those calls pulled so they could see the information and horrible customer service I was attacked with when I called in to inquire about this situation. I was even told by one of the agents she had a headache and wasn't going to deal with this today. Hung up on multiple times. Asked and told I would receive a callback and no one has attempted to pull those calls and resolve this issue. After repossessing your car, the creditor must send you a Notice of Redemption and an Affidavit of Defense. The Notice of Redemption tells you whether the creditor will keep or sell your car. It also tells you that you have a right to buy back your car. The Affidavit of Defense will let you explain why you did not make payments on the car in the state of Illinois. Also they never contacted me via my cellphone, email or usps mail. They took the car on the actual due date 12/14 and included that payment in the pass die amount when at the time it was not pass due until 12/15. I never received proper notice.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [redacted]GM never informed me of any of this, I called and spoke to a rep. On Nov. 17, 2017 and she told me My Recurring payment were active and I had nothing to worry about. Sbe never in formed me I need to take any other actions regarding my payments. GM is refusing to take responsablity for their miscomunication and misinformtion.I do not have access to this email account and never recived us mail or a phone call. Again I made a call to customer service  and was told My recurring payment was good on November 17, 2017. After they ended my payments, Not Me as they are trying to say. Tbey are liers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

January 23, 2018
Re: Complaint ID: [redacted]
      [redacted] 
Dear Ms. [redacted],
Thank you for the correspondence sent to the Revdex.com. I have reviewed your concerns and would like to provide the following information.
As a courtesy, GM Financial waived $641.97 in property tax fees in efforts to resolve this matter. As of the date of this letter your account reflects a zero balance. A paid in full letter has been requested to be mailed to the address on file. Please allow 7-10 business days to be received.
Should you have any further questions or require additional assistance please contact GM Financial at ([redacted])Sincerely,
GM Financial

I asked that my difference be refunded. As I have said when I spoke to the representative I stated that I did not feel comfortable making the payment due to the car no longer being in my possession and since they were going to be receiving a payoff. The representative told me that I would need to make the payment anyway regardless of them receiving a pay off and I would get the difference. Since it showed my payment and this was something discussed it should have been placed in the notes and the payoff amount that should have been requested should not have included my payment made. Had the representative told me correctly and that this was not necessary I would have not made the payment and let it be handled with my dealership. I had been informed the representative the day that they would be issued the check. Also before getting any information I had to go back and forth with numerous people on more than one day before I finally got someone to actually try to assist me. This is absolutely ridiculous and I feel like I am being taken advantage of. This company has even showed a past of payment issues just by looking at all the other complaints you can see that they become negligent when it comes to payments on people's accounts.

January 12, 2017
Re: Complaint ID: [redacted]
      [redacted]
Dear Mr. [redacted],
Thank you for the additional correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following information.
As you are not a party to the lease agreement, GM Financial is unable to discuss account specific information without consent from the account holder.
We apologize for the poor level of service you feel you have received. Please be assured that GM Financial gives customer service a high priority and is totally committed to achieving excellence.
Should you have any further questions or require additional assistance with regard to this matter, please have the account holder contact our Lease Customer Service department directly at [redacted].
Sincerely,
GM Financial

October 12, 2017
RE: Complaint ID: [redacted]       [redacted]
 

Dear Mr. [redacted],
Thank you for the correspondence sent to the Revdex.com. I have reviewed your concerns and would like to offer the following...

information.
Our records reflect that the title release was processed on October 9, 2017. Please allow 7-10 business days to receive from the date it is mailed. We apologize for the poor level of service you feel you have received. Please be assured that GM Financial gives customer service a high priority and is totally committed to achieving excellence.
Should you have any further questions or require additional assistance regarding your GM Financial Lease, please feel free to contact Customer Service at 1([redacted].

Sincerely,
GM Financial

Thank you for the correspondence sent to the Revdex.com. I have reviewed your concerns and would like to provide the following information.
In order for GM Financial to research and locate a missing payment, proof of cleared funds are required. If the missing payment has been cashed...

by GM Financial, please fax in a front and back copy of the cashed item to ###-###-####, so that we may begin the research process.
Our records do not reflect the receipt of a payment within the month of June of 2016. On July 13, 2016, GM Financial received a faxed copy of a Money Order receipt; however, this information is not sufficient to locate a missing payment.
Should you have any further questions or require additional assistance, please feel free to contact Customer Service at ###-###-####.

Sincerely,
GM Financial

I spoke to [redacted] in customer service on Dec 10th and told her my husband had lost his job and we were doing the best we could.  I did not have the $400+ that day because I had just paid my mortgage the week before and I could not pay until the 18th when I got my next check.  This representative failed to put in the notes on the account that I arranged to pay on FRIDAY the 18th.  My car was repossessed from my workplace before I even had a chance to make a payment on FRIDAY the 18th.  I called GM financial customer service and was told I had to talk to the reinstatement department.  I made multiple phone calls on Friday and left messages with no return calls. I called customer service back and asked if there was a way to reach someone because the phone number they gave only allows you to hold for 45 seconds before dumping you into voicemail even though it says you can hold for a representative.    Morris said that is the only phone number for them.  He offered to confirm that Reposessors Inc had my vehicle which they did.  The information could have been gathered on Friday if someone would have returned my call.I had to continue calling back multiple times on Saturday until Brenda told me she couldn't help me and I'd have to call back Monday.  I called back again and she returned my call saying she already told me she couldn't help me.  I explained Morris confirmed my car was picked up and Repo Inc had the vehicle.  She then finally explained she couldn't help me until she could talk to them and they were closed for the weekend and I'd have to pay storage fees for the vehicle.  I explained that if I would have been able to make my payment on Friday as I stated to [redacted], none of this would even be an issue.  Brenda transferred me to a customer service manager at my request since she did not have a manager in her dept on Saturday.  I explained the situation to the manager who in turn told me she'd email the manager in the reinstatement dept and ask her to call me first thing Monday morning.  I took off work on Monday to resolve this issue.  I spent the entire day starting at 9am trying to reach a manager from the reinstatement dept.  I left multiple messages again since you can't hold for a rep (now I'm up to 30+ phone calls with still no information).  They called my home phone when I asked them to call my cell phone.   When we finally spoke that evening, I still had to ask for the manager as she had not even tried to call me.  I was then told  by the manager, [redacted], that the dollar amount was triple what I was told on the 10th.  I explained there is no way I would have that kind of money by January 6th which is why I was told the only other option was to sell the vehicle at an auction.  The manager stated they had made multiple phone calls to me over the months, but I did not have one phone call on my voicemail or answering machine stating GM Financial was calling and asking me to call them back.  If they called, they didn't leave a company name.  I don't return calls to people I don't know.  I get many survey companies calling as well and do not choose to answer these calls, so there was no way for me to know this was GM Financial calling if they didn't state it in their message.I feel GM financial didn't work with me at all.  They make it very difficult for someone to even get ahold of them.  Maybe this is by design.  The repo company even stated that they had heard GM Financial is an awful company to deal with.  Your reputation preceeds you.  It's very sad that your company will not work with people that come upon hard times and are still trying to make payments.  It would be nice if you'd reconsider your response and actually work with your customers instead of making hard times worse....especially at this time of year.  I understand I had a contract but was hoping you had a clause or a management staff with a heart like most others companies do.  I have had many others willing to work with us while my husband continues to look for work.  We all know that there is very little employment opportunities this time of year.  If you don't make this right, I have no choice but to share my story with anyone and everyone I come in contact with.  I am not the only one dealing with this same type of issue with your company.  If you look online there are many complaints about GM Financial.  This should tell you something.

I have no proof for my records that the payment was sent to the correct vendor. I was told by their office over the phone that they could not do that when I made the original request.  [redacted]

October 19, 2016
RE: Complaint ID: [redacted]       [redacted]

Dear Ms. [redacted]:
Thank you for the additional correspondence sent to the Revdex.com. I would like an opportunity to address your concerns, however additional information is required. At your earliest convenience, please forward me your social security number and or account number. Upon receipt of this information I will research this matter.
Sincerely,
GM Financial

March 10, 2017
Re: Complaint ID: [redacted]
      [redacted]
Dear Mr. [redacted],
Thank you for the correspondence sent to the Revdex.com. I would like an opportunity to address your concerns, however additional information is required. At your...

earliest convenience, please forward me your full GM Financial account number or social security number. Upon receipt of this information I will research this matter.
Sincerely,
GM Financial