Consumer complaint received 2018-08-21
Company: General Motors Financial Company, Inc.
State: DE
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Was contacted by GM Financial 's collections department on or near XX/XX/18 or mid XX/XX/XXXX. Call was in regards to my XX/XX/XXXX payment of {$250.00} & XX/XX/XXXX payment of {$250.00} that they stated I was behind. I advised the represenative that I am aware that my due dates are the 1st of each month and have been paying toward the end of each month including an extra {$12.00} to cover any late fees. I explain that my 1st check of each month always go to my rent and that I pay all my other bills on my 2nd check in each month and that maybe a change in my due date would help. I was told that I am unable to change my due date because I was behind. I informed rep as well that I would pay XX/XX/XXXX & XX/XX/XXXX  payment including the {$12.00} late fees for both payments making total for me to pay of {$530.00} by XX/XX/18. Rep then advised that she could bring me current threw a deferment that I qualify for and said that this would be my final deferment for the year. I advised rep that if this would be my final deferment I would rather wait until I really would need it and was prepared to bring my payments current as stated on XX/XX/18. She then said that because XX/XX/XXXX payment would become due on XX/XX/18 she recommended again the deferment and said it would include XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payment and said that would bring me current and not to change due date because now that I am current, if I usually pay toward end of each month my payments moving forward would actually be early instead of late. It made sense to me and I ok 'd rep to process deferment. Rep advised that I would have to make a deferment payment of {$170.00} which I informed her could not be made til XX/XX/18 which she said is fine and to call back once payment was made to process the deferment. I ended up getting off work on XX/XX/18 at XXXX and did make the deferment payment of {$170.00} on XX/XX/18 there after I called GM ' Financial customer service and spoke to a rep to make sure they saw the payment made of {$170.00} which she confirmed that she did see and to call back on monday XX/XX/18. I called customer service on XX/XX/18 and rep acknowledged that they received my deferment payment and rep confirmed that it would cover XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payment. Rep also stated that I will not get any bill in XX/XX/XXXX and to continue on time with my normal payment of {$250.00} as of XX/XX/18. Around mid XX/XX/XXXX I receive a call from GM 's collections department stating that my XX/XX/XXXX payment of {$190.00} is due? When I explained the whole matter about the deferment I was given by rep and had paid, they simply said that was wrong info and that I owe {$190.00} for XX/XX/XXXX? I requested for a manager and did speak to manager name XXXX. I explained everything to her. I advised that I did not receive any bill for XX/XX/XXXX like the rep who processed my deferment stated and that the only thing I had received was a letter stating they received my deferment payment of {$170.00} and that the deferment was processed and mentioned to manager that I was also concerned that the deferment letter did not show the months I am defered for. Manager then said that Delaware state laws states they do not have to provide that info. I also advised her that my normal payment each month are {$250.00} and if they are stating I only owe {$190.00} for XX/XX/XXXX how was that possible. Manager advised because of an over payment made in XX/XX/XXXX? She also stated that the deferment only covered me for XX/XX/XXXX and XX/XX/XXXX payment? I informed her how was it an over payment made in XX/XX/XXXX when I was told deferment was to cover me for XX/XX/XXXX, XX/XX/XXXX payment. Manager started getting fustrated with me said bottom line is that I owe the {$190.00} for XX/XX/XXXX. I advised that I will not pay {$190.00} and that I need this straighten before any other payments are made and also that I will file a complaint with the CFPB. When I mentioned that her whole additude changed stating that she was willing to waive any late fee 's etc. I advised her that I will call back to speak to someone higher than her. On XX/XX/18 I called in to Gm Financial and asked to speak to someone higher than a manager, then the same manager XXXX was online and I advised her that I wanted to speak to someone higher than her and she said that she would transfer me to the SR. VP of consumer affairs for their company, party name was XXXX . I was forwarded to her voicemail and had requested a return call on XX/XX/18 and advise best to reach me by XXXX or XXXX est and would take a lunch break to discuss this with her. I received call from XXXX on XX/XX/18 at around XXXX-XXXXest. I explained everything to her. XXXX admitted that she did see notes that rep did state that deferment would cover me for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and also saw that I was told to pay the deferment amount of {$170.00}. But stated that was wrong info that the rep gave me. She basically stated the same thing that they will not honor the original deferment agreement that their rep offered me? I informed her that she should have listened to the calls first before calling me and also should have had the info on why they are stating I owe {$190.00} for XX/XX/XXXX. She said she did not have my info in front of her, which I found strange because she was aware that she was calling me back in regards to a complaint. She asked me to give her time to listen to the call and gather all her notes and we scheduled to speak on XX/XX/18. I received call from XXXX on XX/XX/18 and she stated that the President of the consumer affairs department sat down with her to pull those calls but none of them was recorded? And that he ruled that XX/XX/XXXX payment of {$190.00} was due. I asked if she looked into the over payment they stated was made in XX/XX/XXXX that caused me only to owe {$190.00} for XX/XX/XXXX payment. And she said she did not have the info in front of her. When I questioned about the over payment advising her that if I paid in XX/XX/XXXX why did rep offer the deferment if all I owed was XX/XX/XXXX? XXXX then started to be impatient with me because she could not answer my question and said she would mail me my payment history. I advised her that even after all this as a customer who did exactly what rep advised me to get me current was a waste of my money because I am still behind. I advised XXXX that as a customer and even with her admitting that she saw the notes where the rep confirmed that I would be covered for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, you would think that they would do the right thing and honor the deferment agreement that I was given. She advised that they would waive any late fee 's but that I still owe {$190.00} for XX/XX/XXXX. I advised her that I will file complaint with the CFPB. She said if I have attorney to have them call in. I did receive payment history which I did include, along with my bill dated XX/XX/2018. I noticed it shows I made a payment in XX/XX/XXXX of {$270.00}. I went to XXXX website to see if other customers have experienced this and there was several of the same complaints filed.

Company response to consumer: Closed with explanation