Consumer complaint received 2022-09-02
Company: General Motors Financial Company, Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
When I had not received the new tags for my XXXX in XXXX, I made an appointment with the Secretary of state to find out why. The soonest appointment was XXXX XXXX. 
They said that because my husband and died I needed to get the title in my name or the paperwork that gave me the right to get tags for the vehicle. 
I called GM Financial and asked them what I needed to do to make this happen. They informed me to fax them a note stating what I was attaching ( see Transaction verification report ), his last will and testimony making me his sole beneficiary ( see Last will and testament of XXXX XXXX XXXX ), his death certificate ( see attached ), the certificate of insurance ( see attached ) and I would get the paperwork in 3 weeks. When I did not receive the paperwork in 3 weeks, I called to find out why. They informed me that the death certificate was not readable. I asked why no one had contacted me about this during the 3 week period and no answer was provided. They told me to refax the death certificate and it would be processed within 48 hours. I then refaxed the death certificate and also e-mailed it as a pdf. I contacted them 48 hours after sending the death certificate and they said that it was readable. When once again I did not receive the documents, I called to find out why and they said that if was because the loan was not paid off. I reminded them on one of the earlier calls I was told that they could not change the name on the title if I paid it off. I asked for the balance and it was {$240.00}. Since the monthly payment was over {$360.00} I told them to just take the money for the autopay account. They said there was a fee and I said fine. They told me I would have the title within 3 weeks. I waited the 3 weeks and still no title. I called yesterday to find out why and they said that it was because the transaction had been rejected twice. I knew that it couldnt have been rejected since my account always has thousands of dollars in it. I asked to speak to a manager and they said that none was available and they would just tell me the same thing. They said the issue was not on their end and my bank had probably rejected it because it was not in the {$360.00} amount. I went to my local bank and spoke with the bank manager. He said they did not have a record of any transactions being denied. We called GM Financial and they said that they couldnt explain it. Then the bank manager asked how I could pay. They said by debit card. When I gave them my debit card number they said it was invalid even though when the bank manager pulled it up on his screen it was fine. Once more no explanation. Then the manager asked if I could use my credit card and of course they do not accept credit cards. They had advised me on the prior call that my bank could wire the money to them and when we told them that we needed the routing number to wire it to them they said they do not know the routing number. Finally, they said I could do a bill pay would be processed in 24-48 hours and then I would get the title in 15-17 business days. I wired it yesterday and now it will be early XXXX before I receive the title and can get the tags that I have not been able to get for the car since XXXX. 
Any resolution will be greatly appreciated. 
XXXX XXXX XXXX XXXX XXXX XXXX, Mi. XXXX XXXX

Company response to consumer: Closed with explanation