Consumer complaint received 2019-02-04
Company: General Motors Financial Company, Inc.
State: VA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
I turned in my vehicle to end my lease on XXXX. I got a letter stating my account was closed with a XXXX balance on XXXX. In XXXX I got a letter dated XXXX stating that the state of Va assessed property taxes on the closed leased account, and that I could submit a bill of sale statement to have an abatement filed. On XXXX, I called to see where I could send the requested information since it was not included in the letter. I was told they would get back with me. I still haven't heard anything back. On XXXX I get a call from the collections department at GM Financial telling me my account is 15 days past due. I spoke with a mgr named XXXX requesting that the abatement option be removed and to send me an invoice so I could pay the balance. I was told she had to reach out to the tax department to have a bill " CREATED ''. I even asked so " I am being told I am 15 days late on something that hasn't even been created yet? '' On XXXX I get a letter in the mail saying they were the documents I asked for, attached was a copy of mXX/XX/XXXX statement. Not at all what I asked for, and was incorrect in the amount due. So on XXXX I called and talked to another mgr named XXXX. XXXX assured me that he would indeed reach out to the proper channel and have the statement created as it still was not done, even said he would email it to me. I asked what would happen to my credit rating since time was passing and it was already past due, he said it would all be taken care of, but first the invoice needed to be sent. I even asked if there was a free option to pay my bill. Was told online, but that is only on an open account, and if I paid by phone there would be an additional XXXX fee. On XXXX I called again, spoke with mgr XXXX. Explained everything and how I still have no invoice sent, even though I have begged for one to be created and mailed/emailed. I was then told " GM Financial is unable to create an invoice for a closed account, and the taxes were billed to them electronically, If I wanted a statement, I would need to go to my local tax office. '' Even though my local tax office is not the ones saying I am past due. I asked the mgr " How is any consumer expected to pay a bill, if there is no communication sent to inform them of the amount due, due date, account number to pay, and address to send payment. '' I was told I learned about it when they called to collect the funds after being past due for 15 days! Even if that is true, with the number of phishing/scam calls made from " financial '' fraudsters I would never randomly pay something over the phone without being able to confirm it in hard/soft copy verification.

Any Financial Institution is legally required to send a statement/invoice and allow 28 days for payment from the closing date of the invoice. In my case a statement/invoice has not even been created, nor sent .... but is being reported as past due to all of the credit reporting companies, decreasing my credit score, credit worthiness, and brand. Even without the expected documents sent I have sent in my payment to be processed, I would like the negative factors removed and correct to the credit reporting  agencies, as the company has failed to take ownership of the issue. I have never been late on my payments in fact I paid about 15 days early each month.

Company response to consumer: Closed with explanation