Consumer complaint received 2020-07-14
Company: General Motors Financial Company, Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I noticed that my most recent credit report contains a 30day late payment reported on XX/XX/XXXX for account # XXXX for my XXXX XXXX XXXX for the payment due in XXXX. And in this case, it seems like there were some mis informed information. I got furloughed from my job in XXXX because of COVID 19 and I immediately called GM Financial to advised them. At first, I was advised that since I have a lease, there was not much that could be done. I understood and I planned to keep paying my monthly obligation whichever way I could. 
Come XXXX I called again because I received an email that GM Financial could now help customers with a lease. So, I called and spoke to a gentleman by the name of XXXX and I advised that it was getting very difficult to pay my monthly payment because I was working 20hrs instead of 40hrs and I still had other obligations. I have a mortgage and monthly expenses for my XXXX children and me. I was advised by XXXX of my options. The best option was to make payment arrangements for the month of XXXX & XXXX. We spoke about how much I could pay and how often. I advised XXXX that I would be able to pay {$400.00} every two weeks starting on XX/XX/XXXX until I brought the account to current. XXXX advised me that as long as I made the {$400.00} payment every two weeks my credit reports and score would not get affected. I also advised XXXX that I was schedule to return to full time hours the second or third week of XX/XX/XXXX and that I planned on brining the account to current by the end of XXXX. He advised that it would be ok and that I had to comply with this agreement in order to not get affected with credit. 
On XX/XX/XXXX I received an alert that my credit score went down 135pts!!!!! because of a late payment to GM Financial. I was in shock. I immediately called GM financial on XX/XX/XXXX and spoke to a lady by the name of XXXX and after being on hold for over 30 minutes, she advised that it was what it was. And that as of XX/XX/XXXX GM Financial went back to reporting negative payments to the credit bureaus. And that there was nothing she could do. That GM Financial reported truthful information because I did not pay on time. And to contact the credit bureaus to try to take off of the late payment and if not to contact Customer Service Support and maybe a customer advocate could review my case and assist but she said they may not do anything. 
I understand the repercussions of paying late and how it could affect my credit. I have always taken pride in my credit and it is something I do not take lightly. 
I am a bit frustrated because I did everything that I was asked to do. I was upfront and honest about my current situation and I still got reprimanded. 
If I wouldve been told otherwise I wouldve done what I could to not hurt my credit with a late payment. Since XXXX I have had to get creative in order to fulfill my obligations with of my regular pay. I even used some of the stimulus money I received to pay my vehicle. I trusted GM Financial and I was relieved when I thought I had made arrangements and this was one less burden I had to deal with until my life got back to normal. I was so appreciative and I was working really hard to keep things right. I apologize for this mishap. I have stellar credit report and I truly believe that this missed payment doesnt reflect my creditworthiness and commitment to repaying my debts. 
This has crushed me. I have always taken pride in my stellar credit. And the way I was treated to try to make this right was not professional at all. I know that at the end this is my responsibility but I also know that I am as responsible as can be with my obligations and based on my track record I would NEVER deliberately not pay for something that will affect my credit.

Company response to consumer: Closed with non-monetary relief