Consumer complaint received 2025-06-05 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: General Motors Financial Company, Inc.
State: MI

Complaint narrative:
I am filing this complaint regarding GM Financial, who reported a repossession and delinquent payments on my lease despite a complete and preventable communication failure that was not my fault. 

I leased a vehicle through GM Financial in XX/XX/year>. On XX/XX/year>, the vehicle was unexpectedly repossessed from my driveway without any prior notice. I initially believed the vehicle had been stolen and contacted the police. It was only through their assistance that I learned it had been repossessed and taken to a yard in XXXXXXXX XXXX 

When I contacted GM Financial, I was told that I was 76 days past due. This was the first time I was made aware of any issue. I had received no welcome letter, no billing instructions, and no communication via mail, phone, text, or email. I was told by GM representatives that a statement and welcome letter were mailed approximately 30 days after lease initiation, but I never received either. 

I later confirmed that the dealership ( XXXX XXXX ) used incorrect contact information when initiating the lease : The primary phone number on file was not mine. 

The backup number was for my medical office, which does not accept or process external automated calls. 

I am a primary care physician, and my personal cell phone is always active and monitored. Had GM Financial used accurate contact details or reached out through any standard modern channel ( text/email ), I would have addressed this immediately. 

Importantly, I made a documented attempt to resolve this issue proactively. On XX/XX/year> XXXX weeks before the repossession I emailed the dealership asking why the new lease was not showing in my GM Financial account. I never received a response, and I have since learned the salesperson is no longer with the dealership. 

Once I discovered the repossession, I immediately paid the full balance and all associated fees, and resolved the account in good faith. I have had four prior GM Financial leases without any payment issues, and I currently maintain another GM Financial lease that is enrolled in auto-pay and in good standing.

This situation has caused significant harm to my credit despite my intent, effort, and prior reliability. GM Financial has so far refused to amend the reporting, citing internal mail logs that I never received and ignoring the procedural failures that led to this result. 

I am requesting that the CFPB intervene and require GM Financial to : Remove the repossession and late payment entries from my credit report across all major bureaus ( XXXX XXXX XXXX ) ; Acknowledge the dealership 's data entry failure and the company 's failure to use available communication methods; Consider this a goodwill correction in light of my long-standing positive relationship, prompt payment upon notification, and efforts to resolve the situation proactively. 

I am not disputing that a payment was missed I am disputing the lack of fair notice and the disproportionate damage caused by a failure in standard communication and account onboarding procedures.

Company response to consumer: Closed with explanation