Consumer complaint received 2026-05-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: General Motors Financial Company, Inc.
State: MD

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, an attempted vehicle repossession occurred involving my vehicle, which is subject to a loan serviced by XXXX XXXX XXXX XXXX XXXX ( XXXX GM Financial ). The repossession was authorized by GM Financial and coordinated through XXXX XXXX XXXX XXXX, which in turn retained or dispatched a thirdparty repossession agent to carry out the repossession on its behalf. At the time of the incident, my vehicle was occupied by me and my minor child. The repossession agent lifted the vehicle while we were inside. I opened the vehicle door and informed the agent that the vehicle was occupied. I told the agent to back away because I was afraid and disclosed that I have mental health conditions. During this interaction, the agent made statements to the effect of youre scaring me because youre a XXXX. The agent then returned to the tow truck and stated that he was going to call the police. I repeatedly told the agent to put my vehicle down. The vehicle was not immediately lowered, but it was eventually lowered. After I made a verbal comment, the agent lifted the vehicle again and kept it hooked, despite having been informed that the vehicle was occupied and despite my repeated requests that the vehicle be put down. During this second lift, the vehicle shook while suspended, causing additional fear and instability while occupants were inside. Because the situation was escalating and unsafe, I called the police for assistance to stop the incident and deescalate the situation. I did not call the police to assist with repossession. When law enforcement arrived, the repossession agent remained on scene and continued to rely on police presence rather than disengaging from the repossession attempt. I also requested to remove my vehicle using my own tow service ( after breach of peace had occurred ) to resolve the situation peacefully, but that request was denied. I possess contemporaneous audio and video recordings capturing the incident, including evidence that the repossession agent was aware the vehicle was occupied prior to lifting it and evidence of the repeated lifting and breach of the peace. These materials are preserved. This was an attempted repossession. In total, my vehicle remained hooked to the tow truck for over an hour before the incident concluded and I was able to leave. As a direct result of this incident, I suffered physical, emotional, and psychological harm, including aggravation of a XXXX XXXX XXXX injury due to panicking and bracing myself during the incident, as well as aggravation of preexisting mental health conditions. My XXXX was also significantly affected by witnessing this event, and I am currently receiving therapy related to the incident. I submitted a formal complaint directly to GM Financial regarding this incident. GM Financial did not provide meaningful assistance, corrective action, or resolution. Instead, the issue was dismissed or deferred without addressing the unsafe and unlawful repossession conduct carried out by its authorized agents. This complaint concerns repossession misconduct by GM Financial and its agents, including attempting to repossess an occupied vehicle with a child present, failure to disengage after a clear breach of the peace, and threatening and intimidating conduct by the repossession agent. It also concerns GM Financial 's failure to properly vet, train, supervise, and control the repossession activity conducted on its behalf through XXXX XXXX XXXX and the assigned third party agent. The conduct violated federal fair debt collection standards, state law governing self help repossession, and the safety obligations a secured creditor owes when authorizing forcible recovery of collateral. I am requesting that the agency investigate GM Financial 's repossession assignment and oversight practices, the conduct of XXXX XXXX XXXX as a forwarding company, and the specific agent involved in this incident. This complaint is filed against XXXX XXXX XXXX XXXX XXXX, doing business as GM Financial, and against any and all subsidiaries, affiliates, parent companies, successors, and assigns, regardless of the specific entity selected in the CFPB menu.

Company response to consumer: Closed with explanation