Consumer complaint received 2018-08-12
Company: General Motors Financial Company, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I had a lease and the lease was about terminated ( ending ) XX/XX/2018. I was leasing with XXXX and my request was to to go back through the finance company I was currently with. For some reason, XXXX did not submit the application to XXXX for the new lease, they proceeded with GM. I was unaware that it was submitted to GM until receiving a call on XX/XX/2018 for my permission to make one hard pull for the lease determination as I have a fraud alert attached to my credit report. I was baffled as to why it wasn't submitted to XXXX  but I did not question because I also had leases with GM for my previous XXXX. Well, after getting the vehicle, the next day I was rushed and admitted to the hospital. After finally being released, I discovered I received some notifications for hard inquiries. I viewed the notifications and I had a hard pull from XXXX and 2 hard pulls from GM. I contacted GM inquiring about the hard pulls and they referred me to XXXX. I contacted XXXX and spoke to the receptionist explaining the issue and she indicated that I needed to speak to XXXX in finance. She forwarded me and I reached his voicemail on several occasions leaving messages and no return call. I went to XXXX asking for XXXX, the receptionist indicated that he does not arrive until XXXX XXXX  and she took my contact information and reassured he would call, I even asked for his email address and again, she said he will call and did not provide an email address. I explained about the several contacts to him. Needless to say, no return call.I viewed my emails and received a message about the car coming for maintenance and because I was not successful reaching any one, I  replied to XXXX informing her the car is new and did not require maintenance but explain to her about my unsuccessful attempts to reach XXXX in finance ( email is attached ). Meanwhile, I called XXXX XXXX by phone and reached his voicemail, so I forwarded an email in which XXXX did call the same day and I explained the same thing. ( email attached ). XXXX tried to convince me it was 1 hard pull, but I verified with XXXX, who indicated each pull from XXXX and 2 hard pulls from GM did not go under 1 hard pull. 3 separate hard pulls. Well XXXX indicated that he would call me back in to days with the additional inquiries removed. I also received an email from XXXX, who also indicated she would contact XXXX in finance and have him to call and no call ( email attached ). For some reason, after that day, I could no longer get in touch with XXXX regardless of the contact method. My last email was saying to XXXX, it's been a long time and perhaps you were extremely busy, can you please forward me a point of contact to assist me with the matter and no response.Submitting my complaint here was my last resort because for some reason, I just could not receive any assistance with the removal of the additional hard inquiries. I was very surprise because I was under the assumption that I had a good rapport with the dealership as I left another dealership to do business with XXXX. I drive from XXXX XXXX to come to this dealership and would have done the same as I am in the process of moving further XXXX, this is such a disappointment and quite surprised about this incident.

Company response to consumer: Closed with non-monetary relief