Consumer complaint received 2020-09-10
Company: General Motors Financial Company, Inc.
State: AZ
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:
Unethical Business Practices My name is XXXX XXXX, back in XXXX I financed a used General Motors ( GM ) vehicle from a GM dealership using a loan from GM Financial. The loan had a very high interest rate due to my credit score after a divorce and house foreclosure. Was even pressured into purchasing Gap and extended vehicle warranty for a lower interest rate of 13 %. My payments ( {$560.00} ) were automatically deducted from my checking account, I never missed or was late on a payment. 

In XXXX of this year ( XXXX ) I was informed the company I was working for had sold, I was going to be let go. The company cashed me out on the stock they had previously given me. I used this money to pay off my auto loan 2 years early. When I called to pay the loan balance ( over XXXX ), I was told I could only make the payment online. When I went online, I was instructed to mail in the payment verses paying online or over the phone as I had originally planned and/or directed. 

The payoff check was mailed via the USPS first class mail to save the extra fees ( $ XXXX USD ). Unfortunately, the mailed check did not clear my checking account until XX/XX/XXXX, the day after my automatic payment cleared my account ( XX/XX/XXXX ). 
I did not stop the auto-payments to avoid late penalties if the payoff check was late, like it was. 

GM Financial did not reach out to me about the overpayment. I called them on XX/XX/XXXX after both payments cleared and no credit had been posted to my account. I was told that a refund check was scheduled to be cut on XXXX, XXXX XXXX. The refund check included a credit for interest, the total amount to be refunded is {$570.00} Mid XX/XX/XXXX, the refund check did not show up. I called GM Financial and was told they mailed a check on XXXX, XXXX XXXX. I waited a few more days and called again. When I talked to a repressive I was advised a stop payment '' would be put on the on the original check ( no check number available ) and mail a new check ( new check #  XXXX ). 

XX/XX/XXXX Checked refund status with XXXX XXXX XXXX, was messaged back Were not always able to refund processed payments. 

XX/XX/XXXX Text message with XXXX via GM Financial because the 2nd check did not show up. We verified the mailing address and that a refund check was sent out on XX/XX/XXXX XXXX was checking with the refund department and they would respond back within 72 business hours however they never contacted me. 


XX/XX/XXXX, text conversation about refund. Asked for additional interest and late fees associated with my personalized loan. Advised the refund will solely be for the amount due and not any added interest XX/XX/XXXX text message with XXXX and XXXX, asked for refund with added interest and late fees XX/XX/XXXX text message with XXXX, XXXX & XXXX  about refund check. XXXX asked for me to verify my city and state. She advised in regards to your refund of {$570.00}, I do not show any recent updates but would submit a follow-up ticket to conduct further research. However, once again, they did not contact me. 

XX/XX/XXXX Text GM Financial, chatted with XXXX XXXX XXXX. XXXX advised that the refund was sent out on XX/XX/XXXX with no tracking information. They did not call me due to restrictions put on my accounts phone number? The new check should take 7-10 days per XXXX. Filed Complaint with the XXXX  & Arizona Attorney General. 



XX/XX/XXXX text conversation about refund with XXXX, no update XX/XX/XXXX Text conversation about refund with XXXX who advised me that the check was mailed XX/XX/XXXX, and we again verified the address. I asked for the tracking number and was told that they do not have one. She consulted with a specialist about issuing a new check Another " stop-Payment '' was issued and a new check was going to be mailed per XXXX. 
She then noted my account that I requested the stop payment and to issued a new check, she provided the customer service number for further assistance. I asked to file a complaint, she advised that she did it for me. 

XX/XX/XXXX Text message GM Financial, no response XX/XX/XXXX Text GM Financial, chat with XXXX XXXX told the check was returned to GM Financial because the address was wrong. We then verified my address, they still have the correct address on file.. New check was scheduled to mail XX/XX/XXXX text GM Financial, was told by XXXX and XXXX " we're not always able to refund processed payments '' case was escalated but never contacted. 

XX/XX/XXXX text GM Financial and was told my case was escalated to a specialist and Customer Experience team and to go about my day. I asked to talk to the specialist and was provided a generic customer service phone number. 

XX/XX/XXXX Called the customer service phone number because the text method is not going well. The first representative transferred me to a specialist. The specialist tried to locate my case manager and advised that this matter would most likely not be able to be handled over the phone and was again transferred. My new specialist named XXXX advised that the original check from XX/XX/XXXX was not cut or mailed. Only notes in the system. She could not provide a check number nor tracking verification. She then advised me to contact the US post office and file a case for potential mail fraud or tampering. However, this is the only item of mail that has ever been lost. In fact, I still receive propaganda from GM Financial in the mail and never had a problem receiving my invoices. Again, I pleaded for the refund, Im still unemployed, lost the extra stimulus help and ran out of savings already. 

Bottom line, XXXX advised she would overnight a fresh check with XXXX. As a consumer and XXXX XXXX XXXX of 13 years whose family only XXXX XXXX XXXX for decades, I wish the federal government would have not used my family and friends tax dollars to bail out this dishonest corporation. Ive invested hours trying to get back a few hundred dollars and feel I should be compensated for this abuse, XXXX and ethics violations Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation