Consumer complaint received 2025-04-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: General Motors Financial Company, Inc.
State: AZ

Complaint narrative:
I purchased a vehicle using GM financial services to finance a XXXXXXXX XXXX XXXX XXXXXXXX. I was on time and took paying my loan off seriously as I wanted to have a better rate in the future with my vehicle purchasing options. Shortly after purchasing the vehicle it has XXXX XXXX XXXX 3 times requiring me to pay over XXXX dollars in repairs over the term over the loan and I have not had a vehicle to drive now over 2 years. I have communicated with GM every time and have explained my situation and have been handled well until XXXX of XXXX. I called in and explained the situation and was advised to set up a payment plan. I made a payment in XXXX and called back in XXXX as advised. In XXXX I attempted to make a payment but after several attempts to give them money I could not. I was always transferred to the automated system but finally made headway in XXXX where I made another payment and updated them about the vehicle and when I would pay next. A made another payment XX/XX/XXXX and told them by XX/XX/XXXX the loan would be satisfied and paid in full. Called XX/XX/XXXX to make the payment the day before I promised to pay the remaining balance. On the XXXX I was told my loan had been written off and reported as a charge off on XX/XX/XXXX. At no point in time did I receive a phone call or was told my account was being charged off not even when I made a payment a few days after the charge off. After multiple weeks of communicating with GM and being transferred between depts, I was basically told it is my fault and I am responsible. I even received an email on XX/XX/XXXX telling me my promise to pay was due. Which I tried to pay and was again transferred to the automated system which I can not make a payment. On XX/XX/XXXX after calling on the XXXX I paid off the loan and kept my promise as I stated I would and asked that the report to credit be accurate and display and paid not charge off as I was told the loan would not default and they did not want the vehicle back with no motor. My phone number was not updated correctly, after making multiple attempts to have it taken care of as I wanted to be contacted if the loan would fall behind far enough to charge off. They continued to contact the wrong number after a profusely offered the updated number multiple times. I am now stuck with a vehicle paid off that has no trade equity with not engine and a ruined credit because of a charge off I attempted to handle multiple times. I can not finance a new loan or afford another vehicle because of this. I have fulfilled my obligation even after being lied to multiple times as I told them I would pay it and I did. They have admitted to multiple errors but refuse to correct any information about loan status Up until that point they were wonderful to work with and handled my situation greatly. Late payments were not their fault and I always did my best to get them what I could when I could and communicate effectively. Again it is not their fault the vehicle I purchased has been so troublesome but towards the end with regards to the loan I was deeply misled about the current status of the situation and after multiple attempts to handle the situation was left with false promises.

Company response to consumer: Closed with non-monetary relief