Consumer complaint received 2026-04-08 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: General Motors Financial Company, Inc.
State: TX

Complaint narrative:
Subject : Formal Notice of Dispute Incorrect Late Payment Reporting and Account Handling To Whom It May Concern, I am writing to formally dispute the reporting of a late payment on my account, as well as to document serious concerns regarding the handling of my account and communications with your representatives. Due to a recent decline in my health and my filing for XXXX on XX/XX/year>, I made multiple good-faith attempts throughout XX/XX/year> to contact GM Financial and request assistance or an extension to avoid any negative impact on my account. After several calls, I made a payment by phone on XX/XX/year>, with a GM Financial representative named XXXX. At that time, I was provided a payment confirmation number : # XXXX, indicating that my payment had been successfully processed. Despite this, I received a missed call from GM Financial and returned the call on XX/XX/year>. During that call, I was informed that no valid payment had been processed and was told I had provided incorrect banking information. The representatives demeanor was unprofessional and dismissive, repeatedly interrupting me while I attempted to provide my confirmation number and explain that payment had already been made. I again provided my banking information during that call and requested that any incorrect reporting be corrected. After escalation to a supervisor, I was once again asked to provide the same information, despite having just done so moments earlier. Frustrated by the lack of resolution, I ended the call. On XX/XX/year>, I sent a written email outlining these concerns. I received a follow-up call on XX/XX/year>, during which I was told that despite being issued a confirmation number, payments may take up to XXXX days to process and that the issue was being attributed to me. I asked if prior payment errors have occurred with their system processing payments prior to other customers and she said yes. I was also informed that not all calls are recorded, and was told there is no record of my XX/XX/XXXX conversation. As of today, I have not received any written response to my email, nor any formal documentation explaining this situation. Additionally, I have not received any email notification referenced during my XX/XX/XXXX call GM Financial states were emailed to me but I have not received XXXX email not even in spam folder. Given the above, I formally dispute the late payment reporting on my account. I made a good-faith payment on XX/XX/year>, and was provided a confirmation number verifying that transaction. Any delay or failure in processing appears to be the result of internal error or miscommunication. I respectfully request the following : 1. Immediate investigation into this matter 2. Correction and removal of any inaccurate late payment reporting to all credit bureaus 3. Written confirmation of the outcome of your investigation 4. Copies of any call recordings or account notes related to my XX/XX/XXXX and XX/XX/XXXX communications 5. A detailed explanation of why a confirmation number was issued if the payment was not properly processed Please treat this letter as a formal notice of dispute under the Fair Credit Reporting Act. I expect a written response within 30 days of receipt of this letter.

Company response to consumer: Closed with explanation