Consumer complaint received 2020-10-27
Company: General Motors Financial Company, Inc.
State: LA
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:
My XXXX XXXX was financed through GM Financial. According to the lender, I am behind for XXXX, XXXX, and XXXX XXXX payments, with XXXX XXXX being due on XX/XX/XXXX. I was always a customer that paid in a timely manner. It was only when my health began failing and I began accruing medical bills, that I started falling behind in bills. I conveyed this to GMF, I explained that I was travelling back and forth [ from Louisiana ] for care at XXXX  XXXX [ in Texas ]. I explained that this required frequent stays of several days so the expense of merely travelling was a hindrance, let alone the medical bills. in XX/XX/XXXX I had XXXX for XXXX  XXXX. in XXXX I was diagnosed with XXXX XXXX. Because of the extensive XXXX I still need/needed, I exhausted my FMLA and had to vacate my position I maintained for nine years. The cost to maintain my COBRA insurance is nearly $ XXXX so things are incredibly difficult given that my income on LTD is only 60 % of what I was accustomed to when the vehicle was originally financed. I made a payment of {$140.00} to be applied to XXXX. I then made a full payment for XXXX plus {$6.00}. According to GMF, I made an error and I did NOT receive a deferment for XXXX as I thought I had. It's been incredibly difficult trying to keep track because my treatment alters my cognition and memory. Regardless, my last full payment was made on XXXX. In the past, I have let several agents know that I am paid between the XXXX and the XXXX of the month so that is when they can expect payment. Though I have already given representatives firm promises to pay, I've continued to be contacted. I've been called incessantly. For instance, on XX/XX/XXXX I was called five times between XXXX, leaving three voicemails. While I acknowledge that I should have answered, I am mourning the loss of my partner who was buried on XX/XX/XXXX, struggling with my health, and dealing with a leaking roof, leaking pipes, black mold, and warped flooring all the result of Hurricane Delta. I am absolutely at my wits end! I assumed they were calling to get a promise to pay and I knew that they should have known when I make the payment. I never received a letter stating they were considering repossession, though they claim one was mailed via postal mail on XX/XX/XXXX. I have been having issues receiving my mail and have filed several complaints with the USPS regarding the carrier.. it's for that reason that I opted in for electronic notifications, requesting that I be contacted electronically because it is more secure. I should have been sent something either electronically, or certified so it would require a signature and could be tracked. Additionally, the very day before my car was picked up, I received an email from XXXX XXXX XXXX ( Team Leader, Retail Servicing ), stating that they were " not going to recover [ your ] vehicle at present. '' By the time I received the email, it was too late to contact the company so I planned on doing so on Monday. Instead, my car was picked up at some point Friday night/Saturday. I understand that I was behind on payments and I sincerely apologize - that is not like me - but this is reprehensible that a vehicle could be repossessed without being notified. I don't feel that the repossession fees are justified given the circumstances.

Company response to consumer: Closed with explanation