Consumer complaint received 2018-10-23
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
GM financial requested to repossess my vehicle on XX/XX/18 on or around XXXX XXXX. I contacted them shortly at XXXX XXXX and they provided a payoff of XXXX which included repo fees and delinquent payments. I gathered the funds ( from taking out a loan through my bank ) and attempted to contact GM after XXXX. At this point they are closed, as is the impound yard where my vehicle is stored. Monday, I took care of 1. Payment via XXXX XXXX for XXXX plus XXXX fee, 2. provided proof of insurance, 3. obtain release from police department, and waited the 3 hours for them to contact me. ( XXXX ) I contacted GM financial to follow up around XXXX XXXX. I was advised that they can not release the vehicle until I make an additional payment of XXXX which was due by XXXX XXXX. Technically I still had time to make that payment. I advised that i would make the payment in a few days since I completely drained my account to get my vehicle out of impound/repo. XXXX would not assist at all. She stated that I would be able to get my vehicle out once I made the additional payment-which was never advised to me after talking to over 6 representatives throughout the day. She then proceeded to tell me that the vehicle wouldnt be ready that day even though I satisfied every single task they asked of me at XXXX XXXX. She called me at XXXX and told me the release was complete and sent, leaving me 8 minutes to get to the impound yard. I contacted XXXX XXXX XXXX and XXXX XXXX who both confirmed they didnt receive anything from GM financial. It is now XX/XX/XXXX, I  contacted XXXX And Lenders Recovery, they received the release email this morning at XXXX XXXX but no release attachment from GM Financial, so again, my vehicle is still in impound. They sent an additional release with the correct form at XXXX XXXX. I contacted lenders to set up an appointment time to pick up my vehicle at XXXX today. While waiting, the representative at XXXX XXXX states, she got a phone call ( after making an appt with me ) from XXXX  staying not to release the vehicle again because GM financial put another hold on the process. Needless to say, this has been a complete hassle. I believe that they purposely took my vehicle on a Friday after XXXX XXXX because they knew I could not get everything taken care of within an hour time frame from when I called and the impound company closing. I was without a vehicle for 5 days. They also maliciously waited to tell me of this additional payment until XXXX when I initiated the call because they knew the process would take 3 hours to complete, again leaving me without a vehicle with XXXX babies. I fulfilled every requirement first thing Monday morning and still have no vehicle as of XXXX XXXX PST. 

In addition to this complaint they have also harassed me by contacting me over 5 times a day. They have even called as early as XXXX PST which violates the FDCPA. 

I believe that this entire ordeal from XX/XX/XXXX-XX/XX/XXXX was completely deceptive, causing a major inconvenience in my personal and business life. I made every effort to rectify the problem ASAP, however I felt that GM financial made the process extremely difficult.

Company response to consumer: Closed with explanation