Consumer complaint received 2022-07-14
Company: General Motors Financial Company, Inc.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I XXXX XXXX XXXX and have been on XXXX. In XXXX of 2022 my XXXX payments stopped and I had to appeal the decision to stop them. My car payments fell behind. When the lender would call I told them the situation. On XX/XX/XXXX was the last time I spoke to someone and GM financial. I told her that my XXXX company still had not let me know the status of my case but I was supposed to know within the next week or so. She understood, noted my account and as a courtesy, put the calls for my account on hold for a little while since my situation wasnt going to change until I heard from XXXX. I found out my claim had been reinstated when I received a check in the mail on XX/XX/XXXX. My mail doesnt come until late afternoon but I immediately deposited the check into the banks ATM. The next day the funds still were not released. I checked my account again after midnight on XX/XX/XXXX and the funds were available to use. Immediately called GM financials XXXX number to make a payment. The were closed but I was able to make the payment thru the automated system. The amount the system told me to pay was {$2000.00}. The payment was done through my checking account and routing numbers. Very soon after that, within minutes there was a tow truck in my driveway and a person walking around my car. I explained to the driver I had paid what was owed and he said it didnt matter he was still taking the car. I was very upset and told him he is not taking my car, I dont owe the bank anything because I paid what was owed. He threatened to call the police and have me arrested if I didnt give him my car keys. I refused to give him my keys and went in my house to see if I could get a hold of anyone at GM financial. Several minutes after that, there were police officers at my door. When I opened the door they came into my home uninvited. They said I had to cooperate and let the tow truck take my car or I would be arrested. My XXXX old daughter heard them say that and became hysterical. I told the police I was not handing over my keys and if thats illegal then arrest me for it. I went upstairs to put my daughter back in her room and I could hear my car being dragged out of the driveway because the car was in park. The wheels were screeching along the driveway. In fear of my car being destroyed my fianc gave them my spare key FOB to put the car in neutral so the car wouldnt continue being damaged. I was never given the chance to get my things from the car. When I came back from calming down my child the car was gone. I had XXXX XXXX XXXX in my car that I just picked up which are now missing. The police went to the tow yard to search my car and the meds were gone. I stayed awake until XXXX because my meds to help me sleep were stolen and to call GM as soon as they opened. The woman I spoke with told me I had to cancel the electronic payment I made and re pay with my debit card. She said it would take a few days for the electronic payment to clear my bank and the debit card was faster. I did what she said to do and took a screen shot of the payment she made me cancel. She then had me make a payment for {$2000.00} to have my car released. I specifically asked her if I was getting charged repo fees since I made my payment before the car was taken and she said NO, there are no repo fees. She continued to process my payment and told me I could call the tow yard to get my car. After she said no about the repo fees, she never said anything else about the breakdown of the amount I was paying. I got my car back, that was damaged, scratched and has things stolen out of it. This morning I checked my GM app to make sure I was all paid up and everything was ok so I never have to deal with that again. The account was still showing money due and said my next payment would be due on XX/XX/XXXX. Which confused me. Because the amount of money I paid to get my car back was around the same amount it would have been to be paid thru XXXX. After she said there were no fees I assumed the extra {$510.00} was my XXXX payment and a late fee/fees. My car payment is {$490.00}. So I called GM today XX/XX/XXXX And the first representative I spoke with said that my account was not paid up for XXXX, the additional money was the repo fee. I explained to her that I was not told that the previous day. She then said did the account recovery agent not give you a breakdown of what you were paying? And I said that she did not. The rep then said I used to work in that department and they are supposed to tell you what the amount of money you are paying is for, let me get you over to them, youll most likely need a supervisor for this she transferred me over and the first agent I spoke with was not helpful at all so I requested a supervisor. The supervisor said that they DONT have to give me a break down of what Im paying and that I should have known I was paying a repo fee on my own. I told him I specifically asked if I was paying one to the agent who took my payment and she said I was not. And requested that they audit that call. The supervisor said they dont record calls for my state. I live in XXXX  and youre allowed to record calls as long as the other party is aware of it. I have a feeling the call was recorded but they know they did things incorrectly and dont want to admit to it. He also said the break down of what i paid would be on my repo notice letter. I told him I never got one. He said the letter doesnt go out until after the car is taken. I asked the agent how that would do any one any good to send it out after the fact. He then asked what exactly it was that I want the outcome of this call to be. I said that the extra {$510.00} should cover my XXXX payment since I paid before my car was taken and I asked if I was getting charged a repo fee and told I was not. He said he was not going to do that and the repo fee is valid and I will owe my XXXX car payment. I told him that was not right and I would be pursuing this matter further.

Company response to consumer: Closed with explanation