Consumer complaint received 2018-07-13
Company: General Motors Financial Company, Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I leased a XX/XX/XXXXXXXX XXXX with GM Financial on XX/XX/XXXX. On XX/XX/XXXX I went to a dealer to return the vehicle. I returned the vehicle, received a receipt of its return from the dealer. The dealer was not the dealer the lease was originally made at since the vehicle was leased in XXXX and I moved to XXXX. 
A week later, I called GM Financial due to a charge as if I was still paying monthly vehicle payments and they said I had a 39 month lease, not 36 month lease. I called the dealer to get the vehicle back and after a week, I got the vehicle back. About a month later I receive a bill with a XX/XX/XXXX billing date and XX/XX/XXXX billing date stating that I was late on the payment of the previous month and was being charged for both month, a total of {$910.00}. This was strange since I had automatic payment. I paid immediately since it was strange to have such a large payment, but I paid it anyway since I knew there were 3 payments left to make on the loan. I call GM financial and find out that they dont even know I have had the vehicle for almost a month since getting it back in XXXX. GM Financial told me that the account was closed because the vehicle had been turned in and it still shows as grounded. At that time, I explained the vehicle had been turned in by mistake and that the account cant be closed because I still have the vehicle. GM Financial tells me that it must have been a mistake from the transport department to the account department and were never told the vehicle had been ungrounded. On XX/XX/XXXX, I noticed the last payment for XX/XX/XXXX has not been deducted from my account. I call GM Financial and I am told that automatic payment had been cancelled since the vehicle was turned in back in XX/XX/XXXX. I informed them that they never notified me that automatic payment had been cancelled, nor did I ever receive a physical bill for that month. I pay the last payment and thought I was done with GM Financial. 
On XX/XX/XXXX, I turn in the vehicle and receive a receipt from the dealer of it being turned in. Three weeks later I receive 3 letters from my credit monitoring that I have a delinquent account with an alert of XX/XX/XXXX with XXXX, XX/XX/XXXX with XXXX and XX/XX/XXXX with XXXX for a balance of {$0.00}. I call GM financial and the person tells me they are not a credit advisor and they see nothing in relation to my credit. I tell them I have the letters in front of me, so how could they not have it in their system. The lady tells me that its because I have not paid the cost of wear and tear on the vehicle. I do not recall the exact amount she said I owed them, but it ranged around ~ {$400.00}. I tell her I never received an invoice and if I receive an invoice I can not pay it. The lady said that until the vehicle sells at auction they cant send an invoice. I asked why I would have an alert on my credit for a payment I cant make yet because I have not received an invoice. She again said that she was not a tax advisor and I had to wait for the vehicle to sell at auction for me to pay. 
In wait of the final invoice for wear and tear I receive 3 other letters with credit alerts with dates of XX/XX/XXXX for XXXX and XX/XX/XXXX for XXXX and XXXX. I call GM Financial again and I am told that their system shows the vehicle was turned in on XX/XX/XXXX. I tell them I returned the vehicle on XX/XX/XXXX and I have the receipt from the dealer. They tell me that I need a dealer at fault letter because GM Financial says the dealer grounded the vehicle on XX/XX/XXXX. I call the dealer and they check the system to which it shows that the vehicle was grounded on XX/XX/XXXX. I call GM Financial again and inform them of this and they say they cant do anything until a dealer at fault letter is provided. I call the dealer back and inform them of this ; the dealer calls their contact for GM financial and I receive a call from GM financial trying to get the story of what happened straight. The lady tells me she will call me back within 48 hours to inform me of the situation, but never receive a call from her. A week later I call GM Financial yet again, explain the whole situation and what has happened and that I never received their call. I ask about the credit alerts and at that time they tell me its due to the late payments, to which they told me that the automatic payment for due date of XX/XX/XXXX was charged automatic, but the payment was cancelled by them because the account showed as closed at the time. I yet again inform them that no bill was ever sent. They tell me they will investigate it and call me back. A few days later I call again since I did not hear back, and I yet again explain the whole story. The young lady, XXXX, tells me to send her the receipt from the dealer and that she will take care of it. I email her the document, but do not hear from her about receiving it. On XX/XX/XXXX, I call back a few days later and I speak with a lady named XXXX. I explained what I explained to XXXX and she said that she does not know who XXXX is or what she told me. She finds her in their system and tells me that they are different departments and that whatever she might have done, she can not see what XXXX did. XXXX tells me I need a dealer at fault letter and I explain again that I returned the vehicle on XX/XX/XXXX and the dealer grounded it on XX/XX/XXXX. She said they can not fix the credit alerts until I deliver them a dealer at fault letter. I call the dealer and explain what GM Financial has just told me and they said they had to call GM Financial to figure out what is going on. I receive a call from GM Financial a few hours later and I am told that the credit alerts are due to the late payments and that its my fault I didnt confirm that the payment had gone thru. I explain that I never received an invoice after they cancelled automatic payment so how was I supposed to know. I mention that I paid the {$910.00} as soon as I received the notice in the mail. She tells me that I received a call on XX/XX/XXXX about the payment, but I dont recall the call. I asked to show me the recording and the lady said she could not get the recording. I ask her to tell me all the payments I made, but she said I she can not do it over the phone and she has to send me a physical letter. I receive the letter and notice charges for XX/XX/XXXX of {$1000.00}, {$610.00} and XX/XX/XXXX for {$440.00}. None of these charges make sense, I do not know what they are for, nor have I received a paper bill.

Company response to consumer: Closed with explanation