Consumer complaint received 2020-11-24
Company: General Motors Financial Company, Inc.
State: CT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I would like to file a complaint with your office against repeated failures by GM Financial Leasing ( GM Financial ) to explain and correct billing errors over a two-month period, wrongful reporting to of an adverse credit event to credit agencies and hurting my otherwise stellar credit scores, and predatory lending practices by daily collection and harassment calls made by collectors from GM Financial to my cell phone number. 

I leased a new XXXX XXXX  from GM Financial on XXXX, XXXX for a term of 3 years ( the Lease ). During the term of the Lease, I made monthly payments as requested on time every month via bill pay service offered thru my bank, XXXX XXXX XXXX XXXX XXXX ( Bill Pay Service ). GM Financial was responsible for making all property tax payments to the Town of XXXX as an owner of the vehicle and charge the same to me. At no time during the Lease was I informed in writing or otherwise that the applicable tax payments were not made or not made on time, and to the best of my knowledge, I have made all such payments promptly as requested by GM Financial. 

On XX/XX/XXXX, I received the last statement for my Lease ( attachment1 ). On XX/XX/XXXX, I made my last lease payment of {$320.00} to GM Financial via my Bill Pay Service ( attachment2 ). This left me with a XXXX  balance on my account when I checked my account balance online on GM Financial 's website. 

In mid XX/XX/XXXX, I received a phone call from a GM Financial rep, stating that I have an outstanding balance of {$2200.00}, with no explanation of why I have incurred these charges. I checked their website and indeed found an outstanding balance of {$2200.00} with no explanation ( attachment3 ). I called the contact number on the statement immediately, spoke with a GM Financial customer service representative, and asked for an itemized explanation of the outstanding balance in writing. None was provided and there was no follow-up calls from GM Financial. Since then my husband and I have made numerous calls to GM Financials with the same request. To date, GM Financial has failed to satisfy our repeated requests. 

Starting in XX/XX/XXXX, I have been receiving 3-4 phone calls per week from GM Financial collectors asking for immediate payment of the outstanding balance and threatening to report me to the credit agencies. At every one of these collection calls, I have explained that we have not received a written description of charges. I have been given verbal description of some of the charges but this description changes with each phone call. 

On one or more of such harassing calls, I was told that most of outstanding amount ( including interests ) results from a bankers check that was bounced some time in XXXX. At no time was I informed in writing of such incident during the term of the Lease or thereafter either by GM Financial or my bank XXXX. I have separately confirmed from XXXX that the check in question was cashed ( attachment4 ). This is clearly a billing error by GM Financial but they have refused to correct the error. 

I am outraged by such unsavory and predatory lending practices by a heavyweight like GM Financial. One would think they should know better, and they clearly dont. I have filed a complaint with the state consumer protection agencies, and I would like to request CFPB launch an investigation of how widespread such practices are and how many consumers are negatively impacted. 

In the meantime, I have filed a dispute with the credit agencies regarding the same matter.

Company response to consumer: Closed with explanation