Consumer complaint received 2016-08-19
Company: General Motors Financial Company, Inc.
State: MI
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
Summary : GM Financial has completely failed as a lease provider in transitioning from one lease to another lease and as a result of their system and process XXXX, I will have a missed payment reported to the credit bureaus and my credit impacted despite paying them four weeks ago and five calls with them trying to fix their system issues. 

Details : I had a leased vehicle through GM financial, completed the lease with 24 on time payments, no damage turned it in and immediately leased a new vehicle through GM financial. The previous account was setup on autopay. When transitioning to the new account they did not transfer over the autopayl so i setup a new autopay on XXXX XXXX with the payment due on XXXX XXXX. GM financial indicated they would mail me a letter when the autopay was setup. I did not receive a letter prior to XX/XX/XXXX, however when i logged into their online account on XXXX it showed as {$0.00} balance due. I logged in again XX/XX/XXXX and it continued to show {$0.00} balance due, next payment due XXXX XXXX. Autopay setup was confirmed on XX/XX/XXXX via a XXXX cent deposit to my checking account. Finally when i logged in on XX/XX/XXXX there was a banner showing that i missed a payment and to make a one time payment immediately. I clicked the banner to make the one time payment which took me to XXXX XXXX where I made the one time payment immediately and received email confirmation of the payment and the money came out of my checking account. A few weeks later my wife received a phone call from GM financial saying that we never made a payment. I called back in gave the agent the XXXX XXXX confirmation number explained what happened, he was able to lookup in their system that the payment was applied to the old lease account we had for some reason rather than the new one where it was due. He said no problem i will reverse that now, apply to the right account and make sure there is no late fee or credit report impacts, problem solved right? Wrong, two weeks later, my wife receives additional phone calls from GM financial, she returns one on XX/XX/XXXX and the agent tells her we have missed a payment and if we do n't pay by midnight on XX/XX/XXXX we will be reported to credit. My wife gives the same story, provides the XXXX XXXX confirmation number, the agent says ah yes this was applied to the wrong account let me reverse it and apply it to the correct account. My wife explains we went through that two weeks ago, the agent says they have no record of that but they will take care of it. The next day on XX/XX/XXXX my wife receives another call from an agent telling her that we have missed a payment and we will be reported to credit if payment is n't received by XXXX. My wife explains the exact same thing, there are no notes on the previous calls, agent looks up XXXX XXXX sees the issue, says they will reverse payment, etc. The night of XX/XX/XXXX i call GM financial to ensure that this issue is being resolved and this will not be reported to credit agencies for being 30 days late. Agents and supervisors confirm that the payment reversal is in their system and tell me verbally that my credit wo n't be impacted but that it will take a week for the reversal and if it gets reported to credit agencies that they will fix it. I state very clearly that i want something in writing that day telling me that this will not be reported to credit at all as we paid 4 weeks ago, I am not interested in the correction as it is their system who has messed this up it should never be reported in the first place. Agents tell me they do not have the ability to put that in writing as another department handles that but they will call me the next day and get a letter out. I never received a call on XX/XX/XXXX i called them in the evening and they are unwilling to put it in writing today that my credit will not be impacted.

Company response to consumer: Closed with explanation