Consumer complaint received 2021-02-10
Company: General Motors Financial Company, Inc.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
THE LENDER OFFER DEFERRED PAYMENTS FOR A ( FEE ). THE LENDER FAILED TO INFORM US WHEN ACCEPTING THE OFFER THAT IN THE EVENT OF A TOTAL LOSS ANY GAP CLAIM WOULD BE DENIED. WE HAD AN ACCIDENT XX/XX/XXXXXXXX RESULTING IN A TOTAL LOSS AND WHEN I CONTACTED GM FINANCIAL TO INFORM THEM I WOULD BE MAKING A GAP CLAIM THE REPRESENTATIVE INFORMED ME THAT IT WILL BE DENIED DUE TO THE FACT WE ACCEPTED THEIR OFFER OF DEFERRING PAYMENTS ON THREE SEPARATE OCCASIONS. I ASKED WHY WAS THIS NOT DISCLOSED BEFORE AND I WAS TOLD THEY HAD NO WAY OF KNOWING I WOULD BE IN AN ACCIDENT. XX/XX/XXXXXXXX THE GAP COVERAGE WAS DENIED AND GAP INSURANCE CANCELED. MY INSURANCE MADE A PAYMENT OF {$8600.00} LEAVING A BALANCE OF {$2600.00} I CALLED GM FINANCIAL AND AGREED TO PAY ANY LATE FEES BUT REQUESTED THE REMAINING BALANCE BE WAIVED DUE TO THEIR FAILURE TO DISCLOSE INFORMATION THAT WOULD FINANCIALLY IMPACT ME. HAD SPEAKING TO SOMEONE WAS VERY DIFFICULT AS THE REPRESENTATIVES HAD NO TRAINING ON HOW TO HANDLE THE MATTER AND WOULD CONSTANTLY INTERRUPT ME AND TALK OVER ME. I WAS HUNG UP ON AND HAD TO CALL BACK A TOTAL OF FOUR TIMES TO GET A SUPERVISORS VM ( THAT NEVER CALLED BACK ) I WAS TOLD TO WRITE A LETTER WHICH I DID XX/XX/XXXX AND THE FOLLOWING MONTH CALLED BACK AND SPOKE WITH XXXX ( ID XXXX ) WHO TRANSFERRED ME TO HER SUPERVISOR XXXX 'XXXX VM ( STILL NO CALL BACK ) I REACHED OUT TO AN ATTORNEY AND SUBMITTED A LETTER WHICH HAS NOT BEEN ANSWERED. 

I did receive a letter from ( XXXX XXXX Compliance Department | Complaints XXXX ) who never answered her phone or replied to any fax I sent as a correspondence. In this Letter they admitted they notified me on XX/XX/XXXX that my Gap would not cover any payment extensions I may have received throughout the life of the account not when I first accepted an extension. My previous cfpb complaint XXXX was based on the fact the lender failed to provide me notice when accepting a payment extension this ( GAP issue ) would occur should I have an accident that results as a total loss, something their industry deals with often. 

They also canceled my GAP insurance without the ability to dispute the fact GM Financial informed them that I had six payment extensions. Again GM Financial submitted documentation in the previous cfpb complaint XXXX that contradicted this with their own documentations and errors. The letter and payment history show only three Payment extensions. This error caused the GAP coverage company to not make the payments. 

My wife and I now have a Charge Off on my credit report the day after I called them in XX/XX/XXXX and again would not be connected to a manager/supervisor. They have been deceptive and have avoided my request to speak to a supervisor countless times. 

GM Financial Failed to Inform me that accepting a payment extension would result in loss of GAP coverage at the time the extension was offered. 

GM Financial Failed to provide accurate counts of the extensions to the GAP provider XXXX. ( proof of error provided by GM financial themselves ) GM Financial Failed to provide me notice of Charge off so that i may dispute the debt. 

GM Financial Avoided direct communication or responses to resolve this issue. 

GM Financial Added additional late fees at charge-off, all late fees where already added up and itemized on the payment summary they provided.

Company response to consumer: Closed with explanation