Consumer complaint received 2019-05-13
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I made arrangements with XXXX XXXX Lease Servicing   Team Leader at the XXXX XXXX Servicing center verbally on XX/XX/2019 to make a payment for {$600.00} before the week was over. He specifically offered to post date a payment for me anytime between now and XX/XX/2019 for the {$600.00}. I told him that wouldnt be necessary as I would pay before the week was over. I was in the hospital on XX/XX/XXXX at the time of his call. I literally could barely talk and did not have any bank or credit card info I could give him at that moment. A doctors note will also be included in this complaint. 

He emailed me from his personal work email : XXXX on XX/XX/2019. That email will be attached to this complaint as well. This email stated that I had until XX/XX/2019 XXXX to pay what I owed before further action would be taken on my account ; pretty much same as he stated on XX/XX/2019 during our phone conversation. I then responded to HIS email to me on XX/XX/2019 and informed him that the {$600.00} payment was sent electronically and also asked a question regarding arrangements for the remaining balance. He never responded. This email is also attached to this complaint. I was then told by him and his supervisor SVP XXXX XXXX that they do not count emails and are actually not supposed to email consumers. I asked where I could find that information and I was told that they do not provide it to customers. Guess I should have magically known that even if they email me first and I respond it counts for nothing. The email did not say not to respond or that he would not be able to correspond back via email. The email did not say to not reply to it. It did not send back an error. XXXX XXXX acknowledged that he saw my email and did not respond to it although HE initiated contact via email. 

On XX/XX/2019 my car was picked up despite my adhering to the agreements I made both verbally and in writing to XXXX XXXX. I immediately called him and asked what was going on. He then proceeded to tell me that they preferred the payment to be sent a different way. I asked why didnt he tell me that when I responded to his email? He said they are not allowed to email people although clearly he did email me and emailed me first. 


I asked to speak to SVP XXXX XXXX supervisor. He told me she could not come to the phone because they were about to start their weekly meeting. As a professional myself who oversees the largest county in America, I am bewildered by such an unprofessional response. I did leave her a message and still await a return call. Mr. XXXX refused to provide a direct number or name. Mr. XXXX also declined to let me know where I can find the customer policy informing me that I as a customer I can receive official emails from them but that I can not expect responses to those emails to be considered correspondence. 

I then spoke to XXXX ID # XXXX in department. He again stated were not going to respond to your email even if we emailed you first. He acknowledged that XXXX XXXX probably violated a no email policy which prevented me from remedying the situation but said it was too late and didnt matter now. He proceeded to also tell me that the payment I submitted didnt really matter because people pay and then enter a dispute with their bank and get their money back. As he was ignorant I informed him that people can request their money back months later so that did not seem pertinent to the situation. He finally agreed that I can send my bank information saying the {$600.00} was electronically withdrawn. For reasons I dont find appropriate he also requested proof of my insurance. This was faxed to him at XXXX XXXX XXXX along with the printed email documentation from XXXX XXXX and my response. 

XXXX ID # XXXX also stated that he was unable to provide me with documents that would inform me as a customer that if I respond to emails from GM FINANCIAL staff it doesnt count since they dont do email although they initiated the email first. 

On XX/XX/2019 I did do XXXX XXXX same day pay for {$950.00} reference number XXXX XXXX XXXX and a XXXX payment for {$580.00} reference number XXXX in addition to the {$600.00} that was withdrawn from XXXX XXXX XXXX on XX/XX/2019 and sent to GM Financial. ALL PROOF OF PAYMENTS HAVE BEEN GIVEN AND CONFIRMED RECIEVED BY THEM. 

When I called in about an hour later I was told it wouldnt show GM FINANCIAL systems for 2-3 days. How is that any different from the electronic payment???!! 

Why did XXXX XXXX call me and tell me to pay {$600.00} by XX/XX/2019 in order to keep the car and then I pay it 3 days later and they still have the car taken?? 

I tried to get more info from the collections XX/XX/2019 and the department and said they had no record of me ever speaking to XXXX XXXX. No indication that he called me or emailed me. I have the proof. 

I would like this account reviewed. This unprofessionalism reviewed. I also called in in XX/XX/2019 to explore options as I continue to miss work and thus pay due to my extenuating health issues. I was told there are no options. The last payment made was in XX/XX/2019. There has been ongoing contact and good faith on my part to explore options as indicated on your website at this very moment and even the email from XXXX XXXX. 

I left a message with SVP XXXX XXXX on XX/XX/2019 @ XXXX PDT stating they are allowed to call me. I HAVE DONE EVERYTHING THEY ASKED ME TO IN THE AGREED TIMEFRAMES AND I STILL DO NOT HAVE MY CAR!

Company response to consumer: Closed with explanation