Consumer complaint received 2018-06-07
Company: General Motors Financial Company, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
After a review of my credit I disputed 2 late payments that occurred in XXXX and XX/XX/XXXX. The dispute came back that these were late payments. I called GM Financial and talked to a customer service rep about what we could do to get the payments taken off as that was a particularly hard time when I was dealing with the death of my fiance. The customer service representative gave me an email address to send my request to ( XXXX ). 

On XX/XX/XXXX I sent the following to that email address : From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX XXXX Subject : Late Payment Forgiveness XXXX To : <XXXX> Name : XXXX XXXX Account : XXXX I currently owe {$130.00} in late fees for two late payments in XX/XX/XXXX an XX/XX/XXXX. I know my record of timely payments has  been spotty in the past, but as I have stabilized out of a divorce and into my career I have made marked improvements in my timely payments. The two payments in question were late due, in part, to the sudden death of my fiance. I am asking that these two late payments be removed from my record. I am more than willing to pay the late fees upon removal. 
Please review your records and contact me with your findings : Thank You! 
XXXX XXXX I did not receive a reply. I sent the following to the same email address on XX/XX/XXXX : From : XXXX XXXX [ mailto : XXXX ] Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Fwd : Late Payment Forgiveness XXXX ( Thread:XXXX ) Account : XXXX I recently sent the below correspondence to the email address the phone agent told me to send it to and received no reply so I may have sent it to the incorrect location. A bit of back story, I bought this car when my spouse left in the only vehicle we had, leaving me as the sole custodian of our XXXX  and XXXX   XXXX. It was rough as you can see by my payment history. 
I have worked hard and am making more income than I was when I bought the car and my payments have been more timely. Last year I was late on two payments after the sudden death of my fiance and I would like to work with you to get them removed. I can pay the late fees I owe and will sign up for automatic payments as well. Would it be possible that we could remove them should I make my next 3 payments on-time? Is this something we can work together on? 
Sincerely, XXXX XXXX After again not receiving a reply I called GM Financial and was given a different email address to send my request to ( XXXX ). I did get a reply that they were reviewing the account. Here is the exchange : Thank you for contacting GM Financial Online Customer Service. 
Review of your account reflects that you have spoken with an account representative after sending your message below. 
We appreciate your business and thank you for being a valued GM Financial customer. Please feel free to contact us with any additional questions concerning your account. 
You may also contact Customer Service at XXXX. 
Hours of Operation : Monday through Friday, XXXX XXXX - XXXX XXXX CT Saturday, XXXX XXXX  - XXXX XXXX CT Sincerely, XXXX GM Financial Online Customer Service I had not discussed any of this issue with a phone representative at that time. 

From : XXXX XXXX [ mailto : XXXX ] Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Re : Late Payment Forgiveness XXXX ( Thread:XXXX ) That review gave you incorrect information. I have not talked to a customer service representative since sending this email. Can I get a clearer answer to my concern? 
Sincerely, XXXX XXXX Their reply : On Tue, XX/XX/XXXX at XXXX XXXX Customer Service Texas XXXX wrote : Dear Valued Customer, Thank you for contacting GM Financial in regards to your account. I see that you have disputed this directly through the credit bureau. Please allow our credit team to review your account and a resolution team member will be in contact with you. 
For further questions, please contact us at XXXX XXXX XXXX XXXX. 
Hours of Operation : Monday through Friday, XXXX XXXX  - XXXX XXXX CT Saturday, XXXX XXXX - XXXX XXXX CT Thank you for being the most important part of GM Financial. I hope you enjoy the rest of your week! 
Sincerely, XXXX GM Financial Online Customer Service I have written emails and only received a promise that they would contact me. This has been going on since XXXX and I think I am entitled to some sort of answer. I just want to work with them to get this resolved but they have not responded.

Company response to consumer: Closed with explanation