Consumer complaint received 2018-11-02
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: General Motors Financial Company, Inc. (TX)

This complaint begins with an account with GM Financial that is being reported on my XXXX account with inaccurate and missing information. The car was totaled and was paid off by the liable insurance company, however GM Financial is reporting this as an account with a balance and late payments that is hurting my score. I contacted this company on XX/XX/XXXXto discuss my options in resolving this matter in that I am weeks away from closing on my mortgage and need to have this resolved for my underwriter. I spoke with a customer representative named XXXX   who told me that the account showed that it was paid off in XX/XX/XXXX by the insurance company and the account should be reporting with a XXXX balance and I should dispute this with XXXX. I then got off the phone with her and contacted XXXX who then said that contacting GM directly would possibly speed the process. In hopes to escalate the situation, I contacted GM Financial again to get something in writing so that I could forward this to my lender for a rapid rescore. I then was sent to an individual named XXXX in customer service who sent me to the NON-collateral department who then told me that the account was now with a third party collection agency and that I would need to call the number XXXX, This is all the information I was given. I then got off the phone and XXXX  the number to see that it opened a page with XXXX XXXX XXXX XXXX XXXX that claimed they handled complaints about the a company called XXXX XXXX XXXX XXXX who the number belonged to. I then called the number to be forwarded to a voicemail message with XXXX XXXX  of XXXX XXXX and I left my name and number that GM Financial had in their files. I realized that the collection agency was not an entity of GM Financial and confirmed that the account had been sold or outsourced. I attempted to contact GM Financial for a 3rd time to try to resolve this again only to be met with another misinformed customer service representative who said they cant make any changes to the account and wanted me to verify the XXXX   number to call ( the number I was given earlier ) because they have so many companies for outsourcing and the one I was given earlier was not listed in my account. I asked to be forwarded to the NON-Collateral department since our talk was leading nowhere, so she put me on hold and then came back to say that I needed to contact the third party collection agency they dont have the account. After some back and forth, she forwarded me to GM collections and not the non-collateral department where I was told that the account was with a third party collection agency, I explained to the collections assistant again what XXXX  and I were discussing for 30 minutes, and was placed on hold to get me to the non-collateral department. She then put another collections rep on the phone named XXXX license # XXXX   who still wasnt attempting to assist me with any effort. I am trying to resolve this issue as soon as possible in that this is the only thing keeping me from qualifying for my home loan. I have attempted tirelessly to contact GM Financial to rectify the situation as in legally they are to remove things that are inaccurate or submit correct information. The service I have received to resolve this is unsatisfactory and is in noncompliance of the Fair Credit Reporting Act. I have yet to receive any letters regarding the validity of this debt and when trying to resolve it, I was sent in circles by GM Financials representatives.