Consumer complaint received 2018-04-15
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
On XX/XX/2015 I signed a 3 year lease with GM financial. I never had any problems and always paid on time. I never had a late payment reported in my credit report, I worked very hard to keep my credit in good standing. In the past few months GM financial had many issues with their online system. Multiple times in the last months of my lease I attempted to log into my account to see my lease end to date status and or payment balance along with pay off information but their system would be down in many different occasions. I would get a message that system was down for an unknown period of time. This was very frustrating. I called GM Financial to update my contact information and for some reason the agent failed to updated it. Only one side of GM financial had my correct phone number. On XX/XX/XXXX Of this year I accessed my account online to get my pay off information and last payment and end of lease details so that I could start the start the auto loan process with my bank since I had decided to buy my XXXX XXXX. Under the online payment process tab under the payments remaining it said one payment is remaining!!!. So I made that payment on XX/XX/XXXXassuming it was the last payment as it indicated online. In early XX/XX/XXXX I called to get my pay off balance since I could not access the account online ( their system was down again for days ) by this time I was already approved with my credit union to buy this car from GM Financial. I spoke to customer service and they transferred me to the payoff department. I spoke to the agent XXXX  4 times and she educated me with the pay off process, she provided me the pay off amount. I give this information to my bank and proceeded with the purchase of the car. At no point in my conversations with XXXX  in the paynoff department or agents in customer service mentioned that My account was late and that there was one more payment remaining. No one ever said anything to me, I also didnt get any calls or letters from GM financial letting me know that there was another payment remaining and that my account was delinquent!!! Not until I asked an agent why is the account balance not matching and she said you have a 38 day late payment!!! Excuse me!? When did this happened!! I asked if it had been reported to the credit agencies and was told yes after spending a full hour on the phone. I immediately asked to dispute the late report and asked to speak to management but my request was denied. Every agent I talked to said sorry! I cant help you and said I cant file a complaint or do anything to resolve the issue. They said I have to dispute it directly with the credit bureaus!!!

I asked for your help!! I want this late to be removed-deleted from my credit report!! I never paid anything late and have no late reports on my credit!! This has been a really bad experience with GM Financial and I will do what it takes to clear this from my credit report! I am a responsable person and take good care of my credit history!!! Please help. You can call me at XXXX

Company response to consumer: Closed with explanation