Consumer complaint received 2018-03-21
Company: General Motors Financial Company, Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
On XX/XX/XXXX I payed what I believed to be my final payment on my XXXX XXXX XXXX. When I checked on line on XX/XX/XXXX to see if there was any information on when I may receive my title as I had not received this in the mail yet, there was a balance of XXXX on this account. I called to speak with a representative that day who could not seem to figure out where this balance came from. I then sent a correspondence via the online website and was notified by XXXX the representative that this balance was an error in the system. Being leery of receiving two different responses on the matter, I called again. This time I was informed by the represented that this balance was a result of 3 deferments I had taken out on this loan and that every time I took out a deferment not 1 but 2 months payments were rolled over to the end of the loan. I informed the representative that I was not made aware of this. I was then told that this is a common complaint by consumers and that I should request to listen to the tapes of my conversation with the rep who made the deferment for me to see if the representative informed me of this at that time. I was transferred to the expired loans department of GM financial where I notified the rep of what I had been told and requested to speak with a supervisor, I was transferred to a VM in which I left a msg for a XXXX XXXX. I attempted to call XXXX XXXX several times and was unable to get through d/t technical difficulties with the phone lines. I received a call from a representative of GM financial seeking to collect payment for the XXXX and upon answering the phone I requested to speak to XXXX XXXX as I had been unable to reach her. I was transferred to her. I notified her that I was made aware that the remaining balance on my car was due to GM Financial rolling over 2 car payments per deferment instead of the 1 car payment that I deferred and I requested to hear the recorded phone call of me making the deferment with the representative as I do not recall the representative informing me of this and because of this I do not feel I should be charged for 2 months payment as this was not disclosed to me at the time of the agreement if the phone proves that. XXXX XXXX informed me that she does not have access to the phone records as the deferment was not made with her division of GM financial and that the balance was not d/t me being changed for 2 car notes per deferment but is a result of daily interest that has accrued over time. I explained to her that when you divide the balance by 3 it comes out to just a little over my regular car payments which leads me to believe that I was charged double with each deferment and also that I had already paid 6 months past my original maturity date which would have been in XX/XX/XXXX and did pay some interest with each deferment made so I did not understand how I could still owe over a XXXX dollars for this vehicle. I requested a detailed statement showing the interest that has been accrued so that I could add this to a total of XXXX XXXX XXXX states she was sending this " now '' and that it may take up to 14 days to receive and she would place all collection calls on a " courtesy hold '' during this process. On XX/XX/XXXX I called GM financial again and spoke with XXXX as I still had not received the requested information after approximately 2 1/2 weeks after speaking XXXX XXXX XXXX and needed the information so that this matter could be cleared up promptly as XXXX continue to accrue daily interest while waiting. I was notified by XXXX that he would speak to the " higher ups '' regarding the matter and make sure the information was sent to me. I even requested that this information be emailed and I did give XXXX my email at that time. On XX/XX/XXXX I called GM financial again, I notified the representative of the situation of me not receiving the documentation I requested despite speaking with another representative on XX/XX/XXXX, the representative proceeded again to inform me that 2 months payments were rolled over to the end of the loan with each deferment, I notified the representative that this is not what the supervisor XXXX XXXX told me, that she says that this balance was for interest and I still had not received any documentation proving this I again requested to speak with XXXX XXXX and after holding was transferred to her VM where I left my contact info and asked her to return my call. I called GM Financial again on XX/XX/XXXX at XXXX and spoke with XXXX since no return call from XXXX XXXX received. I was notified at that time that my balance now is XXXX due to several fees and interest that had been added since XX/XX/XXXX and again I was notified that this balance was a result of 3 additional car payments that were added on to the end of the loan. I requested to hear the conversation at the time of deferment to prove that I was notified of this and I was transferred to collections where I spoke to XXXX and after placing me on hold I was told by XXXX that " I was informed by a supervisor that we do not keep records past 90 days on phone calls '' and as my deferments were for XX/XX/XXXX, XX/XX/XXXX andXX/XX/XXXX they could not assist with this request. This seems to be an unfair and deceptive business practice as this company has not been able to provide me with any documentation of how they came to me owing this amount or any phone evidence of the terms of agreement to the deferment to prove that I gave consent to roll over 2 car payments with my deferments but yet I am being forced to pay this amount that I do not feel I owe and that GM financial can not seem to prove that I owe in order to keep a vehicle that I have already paid in full for.

Company response to consumer: Closed with explanation