Consumer complaint received 2018-07-08
Company: General Motors Financial Company, Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I have contacted Gm financial over 30 times regarding my account. Gm financial had system updated that took over 6 months to correct so they opted not to report all my payments from XX/XX/XXXX till now. This is my only major account and has not been reporting properly to credit bureaus. With XXXX and XXXX the repot show s my las payment was XX/XX/XXXX which is not corrected. The only thing getting updated is balance. On report doesn't show my monthly payment amount at all. 

I am trying to by a house how can I when this loan doesn't show that I am making payments, payment amount and current. 

I have spoke to over 10 supervisors, submitted complaints via web on gm financial website without a corrective response. I have been hung up on several times and also asked to speak with president of company and was denied. I received an email XX/XX/XXXX from XXXX XXXX copy and pasted below! 





GM Financial XXXX ( XXXX ) XXXX Search Emails XXXX   More XXXX Mail All Search MailSearch Web Home XXXX Help Press? for keyboard shortcuts. 

Close Ad Mail Contacts Calendar Notepad Messenger News Feed GM Financial XXXX ( XXXX ) XXXX Search emails Press the Enter key to select an item Compose Inbox ( 9999+ ) Drafts ( 65 ) Sent Archive Spam ( 1715 ) Trash Smart Views Important Unread Starred People Social Shopping Travel Finance Folders ( 146 ) At Home babies Deleted Items ( 66 ) saved ( 1 ) Sent Items Synced Messages ( 79 ) Recent Search results Archive Move Delete Spam More Collapse All Servicing Updates ( 4 ) Finance GM Financial <XXXX> To XXXX XX/XX/XXXX at XXXXXXXX XXXX Most issues resolved ; credit bureau reporting to resume soon. 

Customer Service Updates Dear Valued GM Financial Customers,  Many of you have received emails earlier this year from me regarding some technical difficulties that GM Financial has been experiencing since the beginning of the year. As I stated in those emails, the company underwent a significant infrastructure replacement project and some unforeseen technical issues caused interruption or degradation in our ability to properly service many of your accounts. 

While the majority of our customers have not been noticeably impacted by these issues, many customers have had experiences that included unacceptable wait times when contacting GM Financial, confusing billing statements, significant delays in processing some service requests and unnecessary and unwanted calls for insurance verification. 

Most of these challenges are behind us or will be resolved in the coming weeks. Call wait times are back to normal ( though as usual, there are some times when call volumes are especially heavy and wait times are longer than normal ) and most of the service request backlogs have been worked through. 

GM Financial opted not to report payment activities to the major credit bureaus for most of our accounts during this time. Later this month, we will update the credit bureaus with balance information and reflect payments received from XXXX forward. It is important for all to know that none of GM Financial 's customers ' credit was negatively impacted as a result of our system upgrade. Any customer in need of accelerated postings to the credit bureaus should contact GM Financial and we will process your request to provide an update. 

You can contact us by calling XXXX or logging on to MyAccount at GMFinancial.com and using the messaging feature, which is also available through our recently launched mobile app for XXXX available on XXXX XXXX ( XXXX version due out this summer ). 

GM Dealers ' systems were not impacted in any way as a result of our system upgrade. Many GM Dealers helped our customers navigate through some questions and issues and we greatly appreciate their help. 

Thank you once again for your patience while we work hard to resolve our customers ' needs and position GM Financial to deliver the remarkable experiences and service that we owe each of you. And, once again, please accept my apologies for any inconvenience you may have experienced. 

XXXX XXXX Apply for Credit | MyAccount | Contact Us | Privacy Policy | Unsubscribe GM Financial, XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX XXXX, TX XXXX This message was sent to XXXX as a promotional message. 
Please do not reply directly to this email. 

XXXX General Motors Financial Company , Inc. GM Financial and the GM logo are trademarks of XXXX XXXX XXXX , used with permission. 

Reply Reply to All Forward More To CC/BCC XXXX Message Body Sent from XXXX Mail for XXXX Begin forwarded message : On Friday, XX/XX/XXXX, XXXXXXXX XXXX, GM Financial XXXX wrote : Customer Service Updates Dear Valued GM Financial Customers , Many of you have received emails earlier this year from me regarding some technical difficulties that GM Financial has been experiencing since the beginning of the year. As I stated in those emails, the company underwent a significant infrastructure replacement project and some unforeseen technical issues caused interruption or degradation in our ability to properly service many of your accounts. 

While the majority of our customers have not been noticeably impacted by these issues, many customers have had experiences that included unacceptable wait times when contacting GM Financial, confusing billing statements, significant delays in processing some service requests and unnecessary and unwanted calls for insurance verification. 

Most of these challenges are behind us or will be resolved in the coming weeks. Call wait times are back to normal ( though as usual, there are some times when call volumes are especially heavy and wait times are longer than normal ) and most of the service request backlogs have been worked through. 

GM Financial opted not to report payment activities to the major credit bureaus for most of our accounts during this time. Later this month, we will update the credit bureaus with balance information and reflect payments received from XXXX forward. It is important for all to know that none of GM Financial 's customers ' credit was negatively impacted as a result of our system upgrade. Any customer in need of accelerated postings to the credit bureaus should contact GM Financial and we will process your request to provide an update. 

You can contact us by calling XXXX or logging on to MyAccount at GMFinancial.com and using the messaging feature, which is also available through our recently launched mobile app for XXXX available on XXXX XXXX ( XXXX version due out this summer ). 

GM Dealers ' systems were not impacted in any way as a result of our system upgrade. Many GM Dealers helped our customers navigate through some questions and issues and we greatly appreciate their help. 

Thank you once again for your patience while we work hard to resolve our customers ' needs and position GM Financial to deliver the remarkable experiences and service that we owe each of you. And, once again, please accept my apologies for any inconvenience you may have experienced. 

XXXX XXXX Apply for Credit | MyAccount | Contact Us | Privacy Policy | Unsubscribe GM Financial, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, TX XXXX This message was sent to XXXX as a promotional message. 
Please do not reply directly to this email. 

XXXX General Motors Financial Company , Inc. GM Financial and the GM logo are trademarks of XXXX XXXX XXXX , used with permission. 




Send XXXX XXXX XXXX XXXX Proof of payments not reported from XX/XX/XXXX. I did send you a letter indicating that my account has been paid on time for last 5 months and I am current please review thanks! Sent from XXXX Mail for XXXX Begin forwarded message : On Friday, XX/XX/XXXX, XXXXXXXX XXXX, GM Financial XXXX wrote : XX/XX/XXXX at XXXXXXXX XXXX   XXXX XXXX Sent from XXXX Mail for XXXX Begin forwarded message : On Friday, XX/XX/XXXX, XXXXXXXX XXXX, GM Financial XXXX wrote : XX/XX/XXXX at XXXXXXXX XXXX Click to Reply, Reply All or Forward Send One click away from your upgraded Inbox

Company response to consumer: Closed with non-monetary relief