Consumer complaint received 2025-05-16 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: General Motors Financial Company, Inc.
State: CT

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, I attempted to access my GM Financial account via the companys web portal. I was met with a new Terms and Conditions disclosure screen that referenced updated provisions relating to access rights, indemnification, and disclaimers about data accuracy. It required entry of my account number and included a hyperlink to the full agreement. 

I did not enter my account number, did not click accept, and did not affirmatively engage with the agreement. My only action was to click the hyperlink to inspect the terms. Access was not granted at that time. 

However, when I returned to the site at XXXX XXXX, I was granted full access to my accountwithout reauthenticationand the Terms and Conditions screen was no longer present. This sequence strongly suggests that GM Financials system is registering passive hyperlink interaction as affirmative consent, and/or is executing delayed back-end access overrides based on internal logic. If true, this constitutes a non-consensual access release that may generate system logs falsely implying user agreement to new terms. 

During this same session, I received a message stating I had been logged out of GM Financial while I still had uninterrupted access to both the web portal and mobile app. This contradiction reinforces my concernpreviously documentedthat GM Financial is operating a layered or mirrored account system, where session control and data visibility are governed by internal flags, not actual user actions. 

Compounding the issue, the updated Terms and Conditions stated that I was now enrolled in electronic-only statement delivery, despite having previously opted out. Since XX/XX/XXXX, XXXX GM Financial mailed us duplicate, conflicting statementswe have received no paper statements. This digital override of communication preferences is both unauthorized and detrimental to my ability to monitor account activity and preserve documentary evidence. GM Financials response to prior complaints ignores this entirely. 

Even more troubling is the coercive language embedded in the XX/XX/XXXX terms. The document states that by using the portal, I agree to waive certain legal protections, to pay GM Financials legal fees in any dispute, and to accept that the systems information may not be accurate. Though likely unenforceable under XXXX and the E-SIGN Act, this language has a chilling effect : I no longer feel safe logging into the system to update preferences or even view my account, because GM Financial can retroactively claim I consented to terms I never affirmatively accepted. 

This is not an isolated event. It fits a pattern of behavior I have previously reported : dual-dated billing statements, shifting AutoPay dates, mismatched due dates, and unexplained resets of the lease plan start date. These incidents collectively demonstrate not technical glitches, but an engineered digital architecture that enables GM Financial to redefine terms, suppress records, and manufacture consentwithout customer knowledge or control. 
XXXX XXXX

Company response to consumer: Closed with explanation