Consumer complaint received 2020-11-24
Company: General Motors Financial Company, Inc.
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I purchased a new car utilizing GM Financial Funding in XX/XX/XXXX. From the start of my loan ( specifically the from the first monthly P & I payment ) I made timely payments ( including additional funds above my agreed payment amount the life of my loan. On XX/XX/XXXX the new vehicle I purchased in XXXX was involved in a total loss after my car was struck by another car. Shortly following the accident I reached out to GM Financial and indicated that I had been involved an in accident and I wanted to make them aware. As one would with an accident, I filed a loss claim with my insurance company who settled my total loss claim in XX/XX/XXXX, at which time funds were sent to GM Financial directly from the carrier in the amount of {$23000.00}. This was followed by a claim filed with my gap insurance company, who issued a payment of {$5700.00} issued directly to GM Financial. Lastly, I cancelled a dealer service contract translating into another check in the amount of XXXX. This check too was sent directly to GM Financial. During a discussion with two separate regarding overage payments made during my loan period, it was advised that I could obtain a payout of my overage. Please note since my first principal and interest payment in XX/XX/XXXX I paid over and above my agreed upon note payment amount, causing a surplus. The GM Financial associates I spoke with on two separate occasions In early XX/XX/XXXX quoted me two different amounts in which would be released. The second associate indicated the first associate I spoke with was releasing too little. I made it clear that I wanted to endure all incoming funds ( listed above ) would account for my full loan amount. In XXXX I received an overage payment which I believe led to me having an owed balance which GM Financial applied interest to - now requiring me to pay $ XXXX now - and which has been reported causing adverse action to my credit report. This all after I not only paid on time but over and above the amount owed monthly. I had a great experience with the purchase of my vehicle and would have suggested GM Financial to others. However this attitude of unaccountability is off putting. This is how you treat customers who have gone above and beyond the agreement. Additionally the folks I have spoken to in their customer care or loss/charge off area - continue to not listen or help. They rather keep telling me that $ XXXX is owed. Really {$200.00} is worth losing a customer. The last associate told me they do not have a complaint department, after being told that I could submit a complaint on their website. I was told on XX/XX/XXXX that all they do is log it but there is no one I could speak to or a complaint department. Rather I needed to talk to them because I owed money. XXXX down the tube to a company that is hounding me for {$200.00} that they released {$90.00} in error and charging me $ XXXX in interest.

Company response to consumer: Closed with explanation