Consumer complaint received 2018-05-24
Company: General Motors Financial Company, Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
My father ( now XXXX  ) has been leasing cars from XXXX XXXX XXXX   sinceXX/XX/XXXX ) through XXXX XXXX XXXX through salesman XXXX My father is a retired XXXX XXXX  at XXXX XXXX XXXX  for 38 years. His lease began XX/XX/XXXX on a XXXX XXXX XXXX. He had direct withdrawals by GM Financial. In XX/XX/XXXX he was diagnosied with XXXX XXXX XXXX   and Dr advised his to not drive. His vehicle sat in garage XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX while he continued to make payments and cover insurance. On XX/XX/XXXX he was put under XXXX care and the family was advised it would XXXX XXXX XXXX for my father. My father spoke with XXXX and advised him of his situation we were given two options, Keep making payments, or turn car in. We had a family member willing to take over car, but XXXX  advised us my father would have to pay off lease of ( 16 months ) then he could sell the car to our step brother. There was no other option. XXXX advised us if we turned in the car my father would have to pay off the lease and upon his XXXX we could submit his XXXX XXXX and all payments he made after his XXXX would be returned if he XXXX  before XX/XX/XXXX. My father had us return the car on XX/XX/XXXX to the dealership with a certified check overnight to GM Financial for 16 months payments totatling {$4400.00}. OnXX/XX/XXXX I spoke with GM Financial XXXX who advised me they needed a copy of XXXX XXXX  and his file would be closed and he would be entitled to refund as the car had already been sold. I spoke with XXXX on XX/XX/XXXX she advised me no documents had been received yet and to send the documents to her via email to XXXX attn : XXXX so account could be corrected and refund could be processed. On XX/XX/XXXX I called GM Financial to follow up, spoke with XXXX  who stated the number that papers were originally faxed to was a number she didn't recognize and I needed to send copy of cancelled check and XXXX XXXX toXX/XX/XXXX, On XX/XX/XXXX called to check if papers received spoke with XXXX, who stated both numbers I was given were incorrect fax numbers and needed to refax documents to XXXX. On XX/XX/XXXX spoke with XXXX she stated they did receive the XXXX XXXX and copy of check and now needed the Trust to advise who was executor/trustee successor. She also sent me to Loss/Recovery who referred me to Resolution dept. Got an answering machine, advised to leave my name and number and someone would call me back within 24 hours. To date never heard from them. on XX/XX/XXXX spoke with XXXX   from loss/recovery stated copy of trust was unreadable and I needed to refax it to another number XXXX who transferred ; me to XXXX in resolution. Stated he needed to pull documents and would call me back within 24 hours, no return call. He gave me his extension of XXXX. I attempted to all him back on XX/XX/XXXX, that extension does not exist. I spoke with XXXX from resolution on XX/XX/XXXX who stated they had received trust that was readable, but stated car is still showing as being with my father, Car has not been grounded by dealership and I needed to call dealership to get car grounded. And stated we aren't entitled to refund as my father 's status is still active and he needed to make payments till XX/XX/XXXX. The dealership and all people I have spoken with have stated that once they receive the XXXX XXXX and monies owed by my father would be refunded, as he would no longer be obligated to make payments once he XXXX. He XXXX on XX/XX/XXXX. The car was returned on XX/XX/XXXX. The car was grounded and sold with a mileage of XXXX. I contacted the dealership as I was the one with my husband that returned the car to the dealership onXX/XX/XXXX. At the time we were at the dealership XXXX   attempted to contact GM Financial several times but got frustrated getting transferred around to people. He attempted to make a copy for us to take of the documents but his printer was not working, he wrote the mileage number down on an envelope and told us we could leave and he would follow up with GM later. On XX/XX/XXXX I spoke with XXXX, who insisted he us a copy of the paperwork with the mileage on it and we would have to deal he had nothing to do with it anymore. That we would have to deal with GM Financial ourselves. If as the dealership and all employees have stated once my father XXXX he would no longer be required to make any payments and he XXXX in the same month car was returned and sold, he should be entitled to a refund for all payments made after his XXXX. My father was dealing with the fact of XXXX   and wanted all his legal matters taken care of before his XXXX which is why he informed XXXX  of his situation and XXXX gave him no other options than to pay the balance and return the car. When I spoke with XXXX at GM Financial he advised me that my father could have signed off of the lease and transferred the remaining time/payments to a family member but this option as not given to us by this dealership/salesman. It appears GM FInancial not only got paid for the sale of the car but also got 15 months of additional payments from my father. My brother is the Executor of the estate : XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX  Trustee Successor : XXXX XXXX   XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation