Consumer complaint received 2018-05-23
Company: General Motors Financial Company, Inc.
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
XX/XX/XXXX we purchased XXXX XXXX XXXX ( used ). GM Financial was the lender. 
XX/XX/XXXX Due to medical illness in the family, we returned the car to GM. 
XX/XX/XXXX After several telephone conversations, we received a letter from GM offering a settlement of {$3900.00} with monthly payments of {$330.00} a month until paid XX/XX/XXXX. We believe that we made these payments thru XXXX XXXX as they requested. 
XX/XX/XXXX we received an email from XXXX XXXX XXXX XXXX stating our payment schedule was completed and the account was disabled. 
XX/XX/XXXX we pulled our credit report and was surprised that GM Financial still reporting that we owed {$3900.00} and it was a charge off. We disputed this with the bureaus and they reported back that this amount was correct per GM Financial. 
After receiving the reports from the credit bureaus, I did contact GM Financial, they stated that we still owed the balance, but offered another settlement for {$1500.00}. I requested a copy of my account to see the transactions that they posted. No paperwork was ever received by us. We have lived at the same address since XX/XX/XXXX, where they picked up the auto. We also have the same phone number XX/XX/XXXX contacted XXXX XXXX, XXXX of Washington to assist us with this matter to get it resolved. She directed us to contact GM Financial and request again for our activity on our account. 
XX/XX/XXXX We are disgusted with GM Financial and have started to keep notes on our calls. On this date I was on the phone with them for 1.5 hours being transferred back and forth between Loss recovery and Customer Service. They finally asked me to call back the next day, as they could not find or give me any information. 
XX/XX/XXXX I called GM Financial back. I was informed that I had not made my payments as agreed. Requested copies again of my payment record. Was told that they would be sent to me within 2 weeks. They offered me a settlement of {$1800.00} this time. Seeing as I know I made payments, I stated I first needed copy of my record. 
XX/XX/XXXX Nothing has been received from GM.Called GM, they stated that they would re-order the payment record to be sent to me by mail.. Again, I would be 2 weeks. My mailing address was confirmed with them. I was also informed that the {$1800.00} settlement was only good for 24 hours on XX/XX/XXXX. 
XX/XX/XXXX Called GM as no paperwork has been received, GM stated it would go out XX/XX/XXXX. 
XX/XX/XXXX Called GM as no mail has been received from GM. They stated they would fax and I should receive within 48 hours. 
XX/XX/XXXX Called GM as no fax or mail has been received. Was informed that our file was sent to XXXX XXXX  XX/XX/XXXX. I was given a contact number for XXXX XXXX and they could not locate any account for me. Called GM back once again and they stated they would call XXXX XXXX and call me back within 24 hours with the needed information.. As of today. XX/XX/XXXX I have not received any phone call, mail or fax. 
We are so frustrated as we want to clear our credit so we can purchase a home. This credit score also affects us in other financial items. 
We appreciate any assistance that you can obtain for us.

Company response to consumer: Closed with non-monetary relief