Consumer complaint received 2019-10-31
Company: General Motors Financial Company, Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Every month, when my payment is due, I authorize my monthly charge on my mobile application. This specific month, I am a little bit ahead, I went ahead and set up a charge for next month as well. ( For the first time in a long time, I am in a good place financially, and was able to set up a future payment to be drafted because the funds are guaranteed ). After confirming this, I assumed all was well. Should be noted : my monthly payment is around {$450.00}. I usually pay around {$500.00} to pay more towards the principal if I can. Anyways, a few days later, a SECOND {$500.00} charge was drafted from my account. I FREAKED out because I have piles of other bills that need to be dealt with, and losing {$500.00} absolutely crippled me financially. I immediately called up, and they were kind in reassuring me that the money would be credited in 10 business days. Still, this " solution '' really set me back, but I really had no other choice. I waited 8 days, and called again to just make sure the credit was processed and that it was set to be credited on the previously agreed 10 business days. This was NOT the case. The associate that I spoke to on the second call, now informed me that I needed to provide " proof '' that the amount was credited from my account. This infuriated me considering that it had already been 8 DAYS. Why couldn't they have told me initially that they needed this documentation? Regardless, I NEEDED THE MONEY, so I provided them with a bank statement. Another day went by, and as a responsible consumer, I called again to ENSURE that the money was on it's way. Once again, I am disappointed. They are now informing me that the documents I provided to them are not applicable, and they need a running statement from my bank. Is this not absurd????? They TOOK the money. I did not authorize the charge. DOUBLE WHAT I AUTHORIZED. NOW THEY WANT " PROOF '' THAT THEY TOOK THE MONEY AND THAT IT WAS DRAFTED??? I lost my mind at this point. To make matters worse, on top of the 8 days I have already waited for my money, the associate that I was speaking to informed me that it would be an additional 15 days on top of the 8. So, we're at 23 days now. 7 days from when this payment should have actually been drafted. I can't pay my power bill, my gas bill, or buy diapers for my child, but I am expected to wait 23 days for the money, JUST TO GIVE IT BACK. After speaking with this associate, I demanded to speak to a supervisor. The man that I spoke with understood the struggle behind this issue, but added that it will actually be 30 days from today before I will see a dime. I had to pause for a moment to collect my thoughts ... I can not believe this is actually how they choose to operate their business. I informed this associate that all of this is completely unacceptable. They stole money out of my account, and are now going to hold it for another 30 days, conveniently around the time that my NEXT payment is due. After 45 minutes, 3 different associates, they finally informed me that they have written a check and I should receive it no later than XX/XX/XXXX. Again, conveniently less than 2 weeks before my NEXT payment is due. GM Financial has robbed me. I am now forced to pay handfuls of late fees for other due payments, and to also add, my XXXX XXXX  account was overdraft {$35.00} ( x2 ) dollars because of their inconsideration. I have no words.

Company response to consumer: Closed with explanation