Consumer complaint received 2017-02-27
Company: General Motors Financial Company, Inc.
State: VA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I purchased a XXXX XXXX in XX/XX/XXXX ; due to several financial hardships, I was unable to maintain consistent payments on the vehicle. The GM representatives called me constantly throughout the workday and on the XXXX. When I was able to answer the phone, I advised them that I worked for the Government and I was not supposed to answer or make personal phone calls at work. Each time I spoke with a GM rep I told them I had every intention to honor my contract because I needed the car. Each time I was told they understood and that they would work with me. My first payment was due on XX/XX/XXXX. I was unable to make that or the XXXX payment. I was able to pay those payments on XX/XX/XXXX, and the last payment I was able to make on the loan was XX/XX/XXXX in the amount of {$600.00}. Over the XXXX months that I had the car, I made 3 payments overall. I contacted GM financial on XX/XX/XXXX at XXXX am and left a voicemail letting them know that I was about to go into work and that I would be there well after midnight because the XXXX is the last day of our fiscal year and I would contact them when I woke up on XX/XX/XXXX to discuss the delayed payments, the fact that the car had been involved in a flood incident on XX/XX/XXXX, that XXXX issued a claim and that I would provide all of that information when I spoke with them. I thought I was ok. Unfortunately, my car was repossessed sometime after XXXX am ( when I got home from work ) and XXXX am ( when my daughter woke me up in a panic because the car was gone ). I started making phone calls to GM Financial at 8 am on XX/XX/XXXX and was told that the car was in fact repossessed and was provided the name of the recovery company. I told the GM Financial Rep the car was totaled and that I 'm not sure how the car was taken from my driveway because the car could not be driven because the car had been involved in a flood incident, that XXXX had the claim inspector coming on XX/XX/XXXX and provided the claim number. I was told during that phone call that I needed to speak with the GM Insurance Department to resolve the matter and that they would not be opened until XXXX am. I called XXXX to explain the situation. I attempted to speak with the GM Financial XXXX Department 3 times on XXXX - at XXXX am, at XXXX am, & at XXXX - with no answer of each call. On XX/XX/XXXX @ XXXX, I contacted GM Financial and was told that I needed to speak with the Total Loss Department. I was then transferred and was told that GM will contact XXXX to finalize the issue. I immediately contacted XXXX at XXXX to let them know that GM would contact them. I received a letter from GM Financial dated XX/XX/XXXX stating their intent to sell the car. On XX/XX/XXXX, I called GM and was told GM would work with the insurance department because when repossession is involved I have to work with the GM Asset Insurance Department. I called XXXX back to on XXXX to give XXXX the status. On XX/XX/XXXX, I called GM Financial back and after additional transfers it was explained to me that the vehicle had been transferred to the XXXX company in North Carolina. I immediately called the auction company and left several voicemails and sent an email. I then called XXXX again to let them know the status. On XX/XX/XXXX, I received a letter from GM Financial dated XXXX stating that the car was sold for {$7000.00} and that I still owed them {$23000.00}. When I contacted GM Financial to find out why the insurance inspection was never done, I was told that it was up to XXXX to contact GM Financial. I understand why legally GM Financial were within their rights to repossess the car. My complaint is GM financial representatives did nothing to contact XXXX to complete the insurance claim. From XX/XX/XXXX until XX/XX/XXXX, I attempted to work with GM Financial to resolve this as efficiently as possible. Was this situation considered fair business practice and do I owe GM Financial $ XXXX?

Company response to consumer: Closed with explanation