Consumer complaint received 2020-04-09
Company: General Motors Financial Company, Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
Hello, I am a current GM Financial customer. My account number is XXXX. I contacted GM Financial XX/XX/2020 and explained to the customer service agent VIA secure messaging I was unable to afford the vehicle and asked if there was an option to turn in my vehicle with no penalties and fees due. 
The agent confirmed via messaging ( which GM has a record of ) I am able to with no penalties or fees. 
I then began my search for a used vehicle I could pay cash for and have more certainty during the pandemic. I found and signed a purchase contract on a cheap vehicle. 
I went to turn in my lease per the conversation with GM, and was told by the dealer I am responsible for fees, payments etc. 
This is the opposite of what I was advised of. I am now in a very bad position as my non refundable deposit has been forfeited which I would have used in a different way if I was advised correctly. 
I ask that CFPB intervene and hold GM to the obligation the rep. gave. 

See a copy of the conversation below. 


Hello I can no longer afford this truck. Can I turn my lease in early? 
Read Info at XXXX, XXXX  XXXX : Thank you for messaging us. Our team members are currently helping other customers. Your estimated wait time is 8 minutes. Thank you for your patience. 
Info at XXXX, XXXX  XXXX : This conversation may be monitored or recorded. In the event we are disconnected, our team members are available XXXX  - XXXX  XXXX XXXX. - XXXX XXXX   CT and Saturday XXXX XXXX  - XXXX XXXX. CT. 
Info at XXXX, XXXX  XXXX : This conversation may be monitored or recorded. We want to be respectful of your time, so please feel free to go on with your day! You will be notified when we respond. If there is any additional information that will help resolve your question, please add that now. 
Info at XXXX, XXXX  XXXX : Thank you for your patience, we'll be with you shortly. 
Info at XXXX, XXXX  XXXX : This conversation may be monitored or recorded. We want to be respectful of your time, so please feel free to go on with your day! You will be notified when we respond. If there is any additional information that will help resolve your question, please add that now. 
XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : Good Morning XXXX XXXX, Yes you may turn in your vehicle early. You will need a vehicle return receipt and notify GM Financial once the vehicle has been returned. 
You at XXXX, XXXX  XXXX : Where do I get the return receipt? Are there any penalties for turning it in early? 
Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX  XXXX : The dealership will provide you with the receipt and no there are no penalties. 
You at XXXX, XXXX  XXXX : ok, is there anything else I should know about? 
Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : No sir You at XXXX, XXXX XXXX : ok thank you. 
Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : You're welcome You at XXXX, XXXX XXXX : one more question who do I need to speak to at the deaerlship Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : Call first because most dealerships are by appointments but the receptionist will give you instructions. 
You at XXXX, XXXX  XXXX : i just called and they are closed. are there any other options? 
Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : You could turn in the vehicle to any XXXX, XXXX, XXXX or XXXX dealership in your area. 
You at XXXX, XXXX XXXX : ok great thanls Read XXXX " Personal Identifier XXXX '' at XXXX, XXXX XXXX : You're welcome Conversation closed by the agent at XXXX, XXXX XXXX :

Company response to consumer: Closed with explanation