Consumer complaint received 2018-09-18
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX lease had system errors in XX/XX/XXXX and XX/XX/XXXX causing statement to be incorrect due to credits to customers accounts that never occurred. So XX/XX/XXXX and XX/XX/XXXX statements were asking for incorrect payment amounts, lower than actual payment. We were unaware of this and made on time payments based on the statements received. In XX/XX/XXXX, XXXX contacted me via phone asking for payments on the delinquent balance. I asked my wife at same time and she confirmed all payments have been made via online banking. XXXX asked for proof so we sent them proof of payments for payments made since XX/XX/XXXX. I sent them the proof within a few hours and did not hear back from them until a few weeks later and again they were asking me for delinquent payments. I told them I sent in requested documentation that established this. They stated it wasnt good enough proof and wanted certified copies. Took a month or so for them to accept and actually find the money we paid because the money we were paying during those months were not being credited to our account. Also, they now admitted there was a system error and finally came clean about it as that was the first we time we had heard of it. We finally understood the situation and paid the remaining balance for the " partial '' payments in XX/XX/XXXX and XX/XX/XXXX. XXXX incorrectly reported to my credit that two payments were late and later extended that to four months. No late fees EVER  charged as they admitted their error and they were reporting late payments when there was clearly a dispute occurring as we felt we made the payments based on what XXXX sent us. In every statement to that point there was never any induction that any money was owed, no late payments showing and under the section of " Past due '' the amount was always sowing ZERO. We had no indication that something was wrong and even during the process of having XXXX explain to us, they were not forthcoming with the information initially. I also asked XXXX of the supervisors early in the process about having this effect my credit and he stated it wouldn't because this was a system glitch on their end and they are taking care of it. Have tried multiple time for them to report correctly and they refuse. I get multiple different stores that they will fix and then they refuse to remove. Multiple times I have talked to XXXX and on the recorded phone lie one manager states its an easy removal because it was their error and I will receive a letter stating that but one never arrives. I call back and find out they have denied and the reporting will stand. This has caused me to lose my refinance on my home. I have explained to them its being reported in error as there was a system failure on their part, which they have always agreed occurred, but wont budge. I ask them if my payment was late why were no late charges incurred and they have no answer. One of the supervisors I spoke with told me no late charges would be filed because of their error. I just get the runaround and never the same answer and they never do what they say they will like send me communication.

Company response to consumer: Closed with non-monetary relief