Consumer complaint received 2022-09-02
Company: General Motors Financial Company, Inc.
State: LA
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:
At the end of XXXX I had a XXXX XXXX  XXXX that landed me in the hospital. I have been diagnosed with a XXXX XXXX. I am a XXXX XXXX so because of the XXXX, I cant drive for 6 months in the state of Louisiana & a year across country. I will be out of work until I am XXXX free for that length of time. I was the sole provider for our household. It would have been really ideal if my wife could have picked up where I left off & gone to work XXXX XXXX XXXX She is a XXXX XXXX as well. But she has been tasked with seeing after me to ensure I dont have any breakthrough XXXX, as I have had to change my meds during this. She also has to lift heavy things for me and take care of the household, as I cant over exert myself until I am fully healed & cleared by the doctor. I also have appointments that she has to drive me back & forth to in XXXX XXXX. Hopefully my last appointment will be this one coming up on the XX/XX/XXXX & my wife will be able to go back to work on the XXXX. Once she goes back to work, we can get caught up. We havent had any income coming in. We have a XXXX  account that we got some money, but thats gone. We had a donation that covered last months utilities, but we are still behind on this months utilities. Our electric company is XXXX  all their customers right now. But thats beside the point. We are not trying to avoid paying our bills. We have been on point and on time with our bills up until this situation. We just need one more month, and they refuse to give it to us. 

Here are the steps we have taken to get assistance from this company. 
Back in XXXX we had a setback with the company I was working for. My truck was down for 3 weeks. We didnt have income coming in at all. We contacted GM immediately to inform them of the situation and to see what we could do to get help. They said they would give us an extension, but we had to pay {$210.00} to get the extension. That is half our car note. I mean, we had to end up borrowing money from someone to pay that. It isnt much help if you have to pay half your car note to get an extension, but we did it. We were desperate. They put the rest of XXXX & all of XXXX on the back end of our loan. Moving along, I quit my current job and went back to my original trucking company because I wasnt making the money I was promised. Things were getting back on track. We were getting our bills caught up then I had a XXXX. We called GM again, because we realized it would be a few months before my wife could go back to work. We explained this to GM. We called in XXXX. We paid XXXX with money we had, but that was all we could do. They said they would file another extension for us, but again, we would have to pay XXXX dollars for the transaction. We told them we would need a few days to get that money together. We did. We called back the following Friday. They told us they wouldnt be able to help us because we had an extension already & we have to wait another 6 months before we can apply for another one. He said that they do everything they can not to take our cars from us & that as long as we accept the calls when they come in & cooperate with them, they will work with us. We have to be transparent & let them know everything. He informed us that we would start receiving calls at day 45. We said ok. At day 45, we started getting phone calls. Not sure the exact date. We informed the guy that called that my wife would hopefully be able to start working again in XXXX, not sure when, and that we wouldnt be able to make a payment until she started working. He said, Ok, we will call back next week & see if anything has changed. We told him it wouldnt. He still insisted that things may change. Seemed like he just didnt want to deal with it and was passing the buck. We get a call again the following week. We explain to them everything we have said here, for a 3rd time, and they said we cant just not make a payment & there is nothing they an do. At the 60 day mark, they will come and get the car. We told them that we dont have the money & we arent just not paying it. We have no choice right now. We have been good customers up until now. We are just asking for one more month. They said that was too much. They cant do it. They said we can take out a loan to pay for it or refinance or trade it in or schedule a pick up or turn it in. We told them that we are cooperating with them. We called them first & have answered their calls. We told them what was said to us previously, and they said we were misinformed. We spoke to 6 different people in the course of 2 days. No one would hear us. They werent even trying to help us. I could understand if this was an ongoing thing. We have documents and evidence showing that we arent lying. We offered to send it to them. We even offered to make a partial payment as a proof of trust showing that we are committed to getting caught up. They said we could pay it, but they would still take the car. So we counted the months from the time when we filed our last extension & realized it was 6 months ago. We filed the extension in XXXX. So, we called back today & told them we would like to file another extension. They said we cant file another extension because it hasnt been 6 months. I said yes it has. It was in XXXX that we filed. That was 6 months ago. They said, you dont qualify for another extension because you have to have consistent payments in between extensions in order to get another one, and you havent. We told them we wouldnt need another extension if we could pay them on a consistent basis. Basically, they are telling us something different every single time we call so that they cant help us. I realize that the Louisiana law states that at 60 days they can repossess our car, but we arent the typical customer. We arent just dodging our payments. We plan on getting back on our feet again, we have just fallen on hard times. They said that we just cant not make a payment that when we signed the contract we agreed to make payments every month. I said yes, but I didnt plan to have XXXX! And we are telling you that we are promising to pay come XXXX, but they said that is too far out. I kept asking them, so you are saying you are choosing not to help us. They refused to admit that but kept redirecting the conversation. Then when we would get upset & raise our voice because they were not listening to us & kept repeating themselves, she threatened to hang up on me. One of them asked me if I could hear her clearly, and I said yes. She said something to the affect, I was just making sure because it didnt seem like you can. I told her I can hear you clearly. Another one when we called & asked to speak to a supervisor refused to connect us unless we gave him the details of our request. And another one when we called today and asked to speak to the supervisor let out a heavy sigh before agreeing to it. The supervisor told us he couldnt help us either. 

Bottom line, anyone can do anything they want to. We all have a choice in this life. There is NOTHING stopping them from helping us. They are CHOOSING not to help us. We are doing everything we can on our end to keep them up to date on the situation & keeping up communications so they know we arent trying to XXXX them over. Back in the day, when people fell on hard times, we helped each other. We arent asking for a free ride. We arent asking for anything other than time. They dont give it to us, we will just file for bankruptcy and keep our car & house & they will lose money anyway. That is our next step. 

The car company is GM Financial

Company response to consumer: Closed with explanation