Consumer complaint received 2026-02-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: General Motors Financial Company, Inc.
State: GA

Complaint narrative:
Months ago ( approximately XX/XX/XXXX ), I enrolled in autopay through the Cadillac Financial customer portal and entered my XXXX checking account information for monthly XXXX payments. 

In XX/XX/XXXX, while reconciling my XXXX account for tax purposes, I discovered that no payments had been withdrawn. I immediately logged into the Cadillac Financial portal and saw that my loan was shown as current and that XXXX payments were marked processed. 

Cadillac Financial had been marking XXXX consecutive autopay transactions as processed even though no funds were ever withdrawn. I later learned that Cadillac Financial was using an incorrect bank account number ending in XXXX, while my actual account ends in XXXX. The portal did not require reentry of the account number, did not validate the information, and continued to show payments as successfully processed for months. 

During the week of XX/XX/XXXX, I contacted Cadillac Financial to report the issue. The concierge representative stated that Cadillac Financial uses a thirdparty ACH vendor and that if the vendor was not notified on the same day of the error, nothing could be done. I was told by the representative to contact XXXX and request reversals. I explained that I have no ownership or authority over the incorrectly debited account and that XXXX can not act on an account that does not belong to me. I also explained that under ACH rules, Cadillac Financial has responsibilities as the originator. 
The representative offered no solution other than they could assist in taking a payment. I explained that ( 1 ) the misapplied funds needed to be corrected, and ( 2 ) I had no confidence in the autopay system. The representative stated that internal staff are required to enter account numbers twice, but consumers are not given that safeguard. I asked why that was and received the response " they don't want us messing up ''. When the discussion stalled, I requested a supervisor. I was told I would receive a call back, but no call came. 

The next day, after significant effort, I reached a supervisor. She repeated that I must contact XXXX and insisted that if the XXXX payments were reversed, I would be reported 120 days past due and charged {$200.00} in late fees. I explained again that I can not reverse payments from an account I do not own. I asked for escalation to her manager. She later stated that her manager, XXXX, agreed that nothing could be done and that I would be reported late. 

After submitting a negative survey response, I received a call on XX/XX/XXXX from an individual identifying himself as XXXX. He reviewed the file, but largely repeated the same incorrect guidance. I reiterated that Cadillac Financial, as the ACH originator, has obligations and that I was the one who discovered and reported the issue. Despite this, the focus was on arranging payment for the XXXX months of processing errors. Against my better judgment, I agreed to make the payment in good faith. When I asked for his last name, he refused but stated he was a Vice President. He said a supervisor would call me the next day at XXXX XXXX. to obtain payment information. 

Instead, at XXXX XXXX the next morning, I received a call from a collection 's agent demanding payment. She acknowledged seeing notes on my account, but was not receptive to the situation. That call ended. At XXXX XXXX., a Cadillac Financial supervisor called as scheduled. I provided my account information and authorized full payment. She apologized for the collections call, confirmed the {$200.00} fee would be waived, and stated that the incorrect ACH account would be removed. She also confirmed that the system now showed my account as 120 days past due solely because Cadillac Financial had been marking payments as processed when no funds were withdrawn. 
Days passed with no followup from XXXX. On XX/XX/XXXX, I called again and left a message. I eventually received a call back from XXXX XXXX, whose last name I obtained from his voicemail. He stated he had spoken with the credit team and that they would send an update to the credit bureaus ensuring no delinquency would be reported. 

On XX/XX/XXXX, I submitted my regular monthly payment through the Cadillac Financial XXXX. While traveling that weekend, I did not get to check the account until XX/XX/XXXX and discovered that the system had reverted back to the incorrect bank account ending in XXXX. I contacted Cadillac Financial via chat ( transcript available ). The representatives again stated that I must contact XXXX and that changes could only be made the same dayrepeating the same incorrect information. 

I have made multiple attempts to contact XXXX XXXX ( XXXX XXXX of Customer Experience ) on his cell phone, but he has not returned my calls. 

At this point, I do not know how to get Cadillac Financial to reverse the incorrect payment because the concierge staff do not understand how to resolve this issue, and the XXXX XXXX will not return calls. I am willing to make the replacement payment, but it will apply to the XXXX period and XXXX create additional issues. 

I also believe Cadillac Financial does not understand its obligations regarding XXXX authorization, validation, and error correction, even when using a thirdparty vendor. 

There appears to be a systemic issue with either the Cadillac Financial portal or the handoff to their XXXX vendor. 

Please let me know if additional information is needed. Thank you for your time and assistance.

Company response to consumer: Closed with explanation