Consumer complaint received 2018-06-09
Company: General Motors Financial Company, Inc.
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
The GM Financial billing system conversion negatively affected me personally and my credit status. They are unwilling to help and have violated standards of fair business and multiple consumer protections. 

I only just recently learned of GM Financials system collapse from early XX/XX/XXXX, and that I am one of the customers affected. 

Let me begin by saying that I have been purchasing GM vehicles since XX/XX/XXXX. Since that time I have owned or leased 7 different GM vehicles. Much of the financing for those vehicles has been through GM Financial ( or legacy XXXX ). I have NEVER missed a single payment ... ..NOT ONE. Nor have I ever missed a payment to this day! I have a rich credit history, with current scores hovering around 800. 

Up to the GM Financial system conversion and through XX/XX/XXXX I made every single payment on time for my current vehicle. Then, through no fault of my own, and with no knowledge of the collapse of GM Financials systems, the problems appear to have begun with the XX/XX/XXXX and XX/XX/XXXX billing. As I regularly utilize electronic payment, either through my own financial institutions, or directly through GM Financials own phone or online systems, the problems went relatively unnoticed on my part, and their under-billing was assumed to be attributable to my overpayments in past billing cycles. As the spring progressed and systems got back online, I responded to GM Financials corrected billing statements and their reestablished online systems with, in some cases, double payments to GM Financial to resolve their own accounting errors. 

And here is how I was rewarded for my loyalty ... ..with a notification from my credit monitoring service advising me that GM Financial sent 3 ... yes, 3 ... late payment notices to the credit bureaus at one time for the months their billing was broken. 

Upon contacting GM Financial customer service, the representative acknowledged that she did not see any payment on my account which would have dictated this late payment action. She then went so far as to suggest that although GM Financials systems and billing were erroneous, customers were expected to pay different amounts than listed in the actual statement billing???? According to the representative, sending 3 late notices to the credit bureaus at one time was also a product of the system conversion, as GM Financial did not report out on billing histories to the credit bureaus for the entire spring!!! They then issued catch up notifications to credit bureaus at one time. When I demanded GM Financial remedy the issue and retract the derogatory notices, she advised that she could not help me, and that was what she had been told to tell me. I found these practices and suggestions to be so unbelievable, that I requested a supervisor. In again demanding that GM Financial remedy and retract these derogatory late payment notifications, the supervisor ( XXXX ) advised there was nothing she could do. She transferred me to the voicemail of her supervisor, and that gentleman has never bothered to even call me back after a week of waiting. I also filed an online complaint with GM Financial which also has gone without acknowledgement. 

I am hereby submitting this formal complaint for unfair loan and servicing practices, as well as accusing GM Financial of unfair credit reporting practices.

Company response to consumer: Closed with non-monetary relief