Consumer complaint received 2019-07-19
Company: General Motors Financial Company, Inc.
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Below is the email that was provide to GM Financial on 3 separate occasions receiving no response either times it was submitted. The letter was sent to address what I feel is an unwarranted 30  day late on my credit reporting. 

The first letter was sent on XXXX XXXX to an email address provided by an XXXX with GM Financial. This was sent after multiple calls with representatives XXXX, XXXX, and XXXX produced no result. The second time this was as the result of a call I received after filling out a satisfaction survey GM Financial had sent me. XXXX XXXX reached out to me for clarification after my survey. After discussion, she asked me to forward her the letter. After 2 weeks I reached out again and she said she did not receive it. I sent it again to her on XX/XX/XXXX. She responded that she receive it and would review with leadership and update me with progress. I have received no follow-up to date and even emailed XXXX on XX/XX/XXXX to ask about it. Obviously both times I have waited longer that the 30 days I believe they have to respond per regulations. 

The letter read : On XX/XX/XXXX ( XXXX ), I was left a message with a return phone number to call. I was not able to return the call that day but when I got the same call the next day I was able to respond. I was alerted that my GM Financial account # XXXXXXX was past due for a XXXX payment. Not believing that to be the case, I looked into it and found that the payment never came out of my bank account even though I set it up on GM Financial website the week of XX/XX/XXXX. I remember this specifically because I did this before going on vacation the following week. 

First, something went wrong and I have every reason to believe it was something within the GM Financial system. I have spoken with 4 people now in regards to this from GM Financial. XXXX told me in regards to the website not working right, Yeah, we get that a lot that there is problems.. XXXX also said there can be problems, and XXXX told me roughly, It is technology so there is going to be problems with it. 

Secondly, I find it ridiculous that GM Financial did not make contact with me and leave me a message until the payment was nearly 50  days past due. I have been told that calls were made in XXXX, but that was to the home phone number that we no longer have. No one made an effort to call me on the other numbers that were on file until XX/XX/XXXX??? That is unacceptable and is the fault of GM Financial. I would have taken immediate action to make the payment had I been aware of the missing payment. 

Additionally, I was accustom to receiving confirmation emails when I made payments. When I was made aware of the missing payment, I immediately looked for this confirmation email. I found that my confirmation emails were always received up until XXXX of XXXX. Then I received one other in I believe XXXX. I had made NO changes to my account that would have affected this change in my notification. In fact, until speaking with XXXX, I did not know these setting were even available to me on My Accountonline. Again, GM financial is responsible for this error in my notifications as something or someone within GM Financial made these changes. 

I am requesting that the 30 day late that will be reporting on my credit be deleted. I have had credit problems in the past due to loss of employment, but that has been corrected and I have worked very diligently for several year to make all my payments on time. There is more than enough here to assign fault to GM Financial, and I insist this is taken off of my credit reporting. I have spoken with several GM Financial people and all have made excuses as to why this is not GMs fault, but this is without doubt problems with several aspects of GM including the technology and communication. 

I am frustrated that this needs to be communicated to the department that can make this change for me through a letter. I do not feel this is customer service at all. I would like someone with the authority to make this change to call me to discuss this situation. I can be reached at XXX-XXX-XXXX and please leave me a message with a number to call if I am unable to answer. There is no reason that this should take more than 3 to 4 days to resolve. Please contact me right away, as I have other credit actions that I am looking to make in the immediate future.

Company response to consumer: Closed with explanation