Consumer complaint received 2024-05-19
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: General Motors Financial Company, Inc. (MD)

I am writing to follow up on the calls I had with your loss prevention representatives on XX/XX/XXXX and XX/XX/XXXX, and am seeking clarification regarding the reinstatement of my loan and the return of my vehicle. 

During my call on XX/XX/XXXX, the representative informed me of the following : My XXXX XXXX XXXX ( last of VIN : XXXX ) was repossessed on XX/XX/XXXX and was released on XX/XX/XXXX. A post-repossession letter was sent on XX/XX/XXXX stating that my vehicle would be sold at a private sale AFTER XX/XX/XXXX and I may reinstate my loan up to two ( 2 ) days before the sale. That date would be XX/XX/XXXX. 

The agent further stated that my vehicle was being transported to the XXXX XXXX XXXX XXXX and the reinstatement amount WAS {$5400.00}, but additional costswhich she did not know definitivelywere being assessed. According to the agent, my vehicle was still on the lot with the recovery agent but I would not be able to make the payment to reinstate my loan because the transport and auction costs were being assessed. 

The agent then contradicted herself by stating that in order to reinstate my loan, I would have to pay the {$5400.00} total, for XXXX XXXX payments plus a {$480.00} repossession fee BUT nothing was due to the recovery agent and nothing to the auction. The payment was to be made by debit card or XXXX XXXX and must be paid in full. 

She said she would need to find out the transport date from the loss prevention department and that I should call back at a later date to get that information. 

I called back on Friday, XX/XX/XXXX and waited on hold for over XXXX minutes with no answer. 

I then called again on Saturday, XX/XX/XXXX at XXXX. The first agent that I spoke with told me that she did not see any information in the system about what the transport costs would be but did see that a new key was cut for my vehicle, which would cost me {$250.00}. When I asked for clarification on when and how I could make the {$5400.00} payment, she became frustrated and hung up on me. Please confirm what your policy is for agents who unjustly terminate calls with customers. 

I called back again at XXXX, and spoke with XXXX XXXX ID # XXXX ) who also gave me unclear and deceptive information. She told me that the office that would be able to assist me with my account was closed today ( XX/XX/XXXX ) and Monday ( XX/XX/XXXX ) for a holiday. When I asked what holiday that was, she began talking about timezones but never told me what this holiday was. She told that she could not assist me and that I should call back on Monday to speak with the office that can help me with my account. I then asked her how I would be able to call back on Monday if the office is closed for a holiday, as she stated. She continued to change her story and contradict herself for over XXXX minutes before the call was terminated. 

I looked over the GM Financial website and do not see that the company acknowledges any holiday on XX/XX/XXXX or XX/XX/XXXX. Ive attached a copy of that webpage. XXXX XXXX XXXX It is unfortunate that the misrepresentations by your agents have caused unnecessary delay in my ability to reinstate my account and recover my vehicle. Ive reached out to the team at the number provided in the email below and have yet to receive any real assistance. 

My issue is that Ive been told by your agentson XX/XX/XXXX and XXXXXXXXthat my vehicle is being moved and I am already responsible for transport and auction fees, despite your requirements under Maryland Code, Commercial Law 12-624 and 12-625.

You are legally required under Maryland Code, Commercial Law 12-625 ( a ) to retain my vehicle in the county where it was repossessed for 15 days from when the post-repossession notice is given. My vehicle was repossessed from XXXX XXXX XXXX in XXXX XXXX, Maryland XXXX XXXX XXXX XXXX ) and the post-repossession notice was givenbased on your agents representation on XXXX XXXX XX/XX/XXXX. That would mean my vehicle must remain in XXXX XXXX XXXX until XX/XX/XXXX. 

Informing me on XX/XX/XXXX and XXXX that my vehicle was moving to XXXX XXXX XXXX XXXX ( XXXX XXXX ), and that I am already responsible for transport and auction costs was premature, improper and deceptive. It was also deceptive for your agent to tell me that I have until XX/XX/XXXX to make payment to reinstate my loan and recover my vehicle knowing that your business, and the recovery company, are not open on Sundays to take my payment. 

Please provide ( 1 ) an itemized statement for the amount due to reinstate my loan, ( 2 ) the location of my vehicle, ( 3 ) the date in which my vehicle will be transported to the auction, ( 4 ) the costs for transporting my vehicle to the auction, and ( 4 ) the contact information, hours of operation, and the Collection Agency License information for the recovery agency.