Customer Service FAQ

Frequently Asked Questions

Find the answers to all of your most common questions here, or visit our New Customer page if you're wondering how to get your journey started with us. If you can't find the answers you're looking for, you can contact our Customer Experience team.

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Most Common Questions

How many payments do I have left?

You can find important account information, including payment progress, by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. If you do not have an account, click Register Now to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

You can also find the number of remaining payments on your billing statement unless you are a lease customer.

Please keep in mind that your account balance may differ from your payoff balance due to interest charges, fees and other items that may be credited or debited to your account.

Can I get an account summary?

You can access your statements online by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. You can message our Customer Experience team when you're logged in, or you can call us at 1-800-284-2271.

How do I change my due date?

You can ask for your account to be reviewed for due date eligibility by contacting our Customer Experience team at 1-800-284-2271.

How can I change my address with GM Financial?

The easiest way to change your address or phone number is to log in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to update your profile. You can message our Customer Experience team when you're logged in, or you can call us at 1-800-284-2271.

Why can't a spouse/third party access the account with verbal permission?

In order to protect the security and confidentiality of your information, we require the account holder to fill out a third party authorization form or provide a Power of Attorney in order to provide any account information to anyone but the account holder. Only the account holder can submit authorization.

You may send the document to the following addresses:

Fax:
1-877-999-7088

Mail:
GM Financial
P. O. Box 183003
Arlington, TX 76093

Overnight Mail:
GM Financial
4001 Embarcadero
Arlington, TX 76014

Bankruptcy

I recently filed bankruptcy. How will this affect my account?

When you file a petition for bankruptcy, federal law prohibits GM Financial from attempting to collect on an account that existed at the time of filing, absent permission from the Bankruptcy Court. GM Financial will place your account in bankruptcy status. All statements will cease as we are not permitted to send billing statements to customers involved in an active bankruptcy case. Automatic or recurring payments on the account will also cease.

If you have filed for bankruptcy and would like to surrender your vehicle, please call 1-877-203-5538. You will need your account number and your bankruptcy case number.

What is reaffirmation and how does it affect me?

A Reaffirmation Agreement is an agreement between a creditor and debtor(s) who has filed bankruptcy stating that the debtor(s) will honor the terms of the initial contract initiated with the creditor.

You are not required to sign a Reaffirmation Agreement. However, by executing a Reaffirmation Agreement with GM Financial, you will resume receiving monthly statements on your account, be able to access your account via our website, make payments via that website and be eligible for deferments on your account, once your case has been discharged.

Not all services are available to customers who have been discharged in a bankruptcy case but not reaffirmed their debt with GM Financial. If you wish to reaffirm your debt with GM Financial, a Reaffirmation Agreement must be signed – by you, your attorney and GM Financial – and filed in a timely manner with the Bankruptcy Court. If you are not represented by bankruptcy counsel, the Bankruptcy Court must approve the Reaffirmation Agreement before it is a valid, binding agreement. It is your responsibility to obtain such approval.

GM Financial urges you to discuss your obligations as a debtor in bankruptcy with your bankruptcy attorney. Account terms are not modified in a Reaffirmation Agreement with GM Financial.

My bankruptcy was recently discharged. How does this affect my GM Financial account?

Upon the entry of a discharge order in a Chapter 12 or 13 bankruptcy case, GM Financial is prohibited from making collection efforts on any debt that was discharged. Depending on the GM Financial arrangements made under the plan of reorganization approved by the bankruptcy court, GM Financial may be required to release its security interest upon the entry of the discharge. Or, its security interest in the collateral on the account remains and GM Financial retains its state law and contractual rights to protect such interest. You should discuss these alternatives with your bankruptcy attorney.

I filed bankruptcy but would like to make a payment. How do I make a payment?

Customers in bankruptcy will not receive monthly statements, but you do have the option to pay online by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. You also have the option to pay by phone, pay with cash, or mail in a check or money order. If your account is in a repossession status, you will not be able to pay online.

Please note that GM Financial is not attempting to collect a debt by allowing access to these options.

How can I find out more about what happens at the end of my lease?

Learn more about the end of lease process.

The GM dealership where you leased your vehicle is also an excellent source for information regarding your end-of-lease options. They can also answer questions about the process for returning your vehicle, the inspection required, excess mileage concerns and final invoices.

Am I responsible for additional fees on my leased vehicle, such as tolls, tickets, etc.?

You are responsible for any applicable tolls, tickets, property tax or fees assessed during your lease contract. The initial bill will go to GM Financial. Then, GM Financial will add the charges to your monthly billing statement, with a copy of the original bill. If you do not receive a monthly billing statement, you will receive an off-cycle bill for the applicable fees.

How can I transfer my lease?

GM Financial has a lease assumption program that helps facilitate lease transfers. Please consider the following requirements before requesting a lease transfer:

  • Transferring and assuming lessees must live in the same state
  • Lease cannot change from personal to commercial or commercial to personal
  • There will be a transfer fee of $595, along with any applicable taxes due at the time of transfer
  • Transfers or assumptions cannot occur during the first six months or the last 12 months of a lease term
  • Assuming lessee must meet all GM Financial underwriting guidelines
  • The account must be current and stay current through the lease assumption process
  • Lease assumption process may take up to 30 days to complete

For more information, please log in to gmfinancial.com/MyAccount and message our Customer Experience team. You can also call us at 1-800-284-2271.

How can I protect myself against identity theft?

Safeguarding your personal and financial information is our top priority. You can help protect yourself against identity theft by:

  • Monitoring financial account transactions, including your billing statement
  • Reviewing your credit report for suspicious activity. Visit annualcreditreport.com to get one free credit report per year. You can also request a credit report from a credit bureau for a fee.
  • Protecting your password and using strong passwords or passphrases
  • Being careful about what information you share online

Learn more ways to protect your identity online.

Online MyAccount

Can I message the Customer Experience team online?

Messaging is a convenient online connection to our Customer Experience team. You can initiate a messaging session by clicking the option in MyAccount online and in the GM Financial Mobile app for Android. During business hours, you will be connected to someone who can help you get the information you need. At the end of your session, a transcript of the online conversation will be saved for 13 months and available to you in MyAccount. The messaging function is available in MyAccount for mobile and desktop as well as the GM Financial Mobile app for Android for a seamless experience across all platforms.

How do I register for an online account?

Go to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to create a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

Keep in mind that while your user ID is not case sensitive, your password must be entered exactly as you created it. Watch our brief video for step-by-step directions on how to register for MyAccount.

How do I access my account information online?

Log in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to access your information or set up a user ID and password. You will need your account number, which can be found on your welcome packet or billing statement, as well as the last four digits of your Social Security number.

Keep in mind that while your user ID is not case sensitive, your password must be entered exactly as you created it. If you are having trouble logging in, you can request a user ID reminder or password reset at gmfinancial.com/MyAccount or in the GM Financial Mobile app for Android.

If you answer your security questions incorrectly five times, your account will be locked for security reasons. To unlock your account, call 1-800-284-2271.

How do I link multiple vehicle accounts to MyAccount Profile?

When you log in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android, you'll see an option to "Link Another Account." You'll see an option to enter the account number and link it. Personal and business accounts must be managed separately and cannot be linked.

Payments

What are my payment options?

We have several payment options to fit your needs, including the ability to pay online or by mail, phone or credit card. To make payment or set up auto pay, log into gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. Online payments made with a bank account are free. Debit payments may incur a fee. GM Financial does not accept payments made in person.

Can I set up auto pay online?

Yes, you can make payments or set up auto pay online. Log in to gmfinancial.com/MyAccountor the GM Financial Mobile app for Android to view your payment options and get started. Online payments made with a bank account are free. Debit payments may incur a fee.

Are there any online payment restrictions?

Please keep the following information in mind when making payments online:

  • The minimum payment you can make online is $10.
  • The maximum one-time payment you can make online using a bank account is $50,000.
  • The maximum payment you can make using an ATM/Debit or credit card is $2,999.99.
  • To ensure on-time payment, please allow up to two business days for payments to post to your account, excluding weekends and bank holidays. The regular payment acceptance deadline is 7:30 p.m. CT Monday-Saturday.
  • GM Financial cannot cancel a payment once it has been submitted and authorized. Please contact your financial institution to cancel a payment. You can change or cancel future dated ACH payments, or turn off auto pay, by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android.
  • You cannot future date a partial payment online.
  • GM Financial is not responsible for payment delays.

When will my payment post to my account?

Any payment made before 5 p.m. CT will post to your account on the day you schedule it (excluding weekends and holidays). Any payment made after 5 p.m. CT will post to your account the following business day (excluding weekends and holidays). The funds will be drafted from your bank account within two business days from the posting date (excluding weekends and holidays). Only payments made from a bank account may be future dated.

Can I mail a post-dated check?

GM Financial does not accept post-dated checks. All payments are posted and processed upon receipt.

Does GM Financial offer a grace period for payment?

GM Financial does not offer a grace period. We require all payments be made by the due date listed on your statement. Interest charges and possible late fees will accrue and be applied to your account each day it is past due according to your contract.

How can I move a payment to the end of the loan or set up a payment arrangement?

To determine if your account is eligible, please log in to gmfinancial.com/MyAccount and message our Customer Experience team. You can also call us at 1-800-284-2271.

If my account is past due, can I make my payment online?

You will be able to make a payment online if your account is no more than 90 days past due. Certain restrictions may apply. If your account is more than 90 days past due, please log in to gmfinancial.com/MyAccount and message our Customer Experience team. You can also call us at 1-800-284-2271.

How can I pay by mail?

If you are a loan customer, please submit a check with your payment coupon to:

Regular mail:
GM Financial
P.O. Box 78143
Phoenix, AZ 85062-8143

Overnight mail:
GM Financial
1820 E. Sky Harbor Circle South, Suite 150
Phoenix, AZ 85034-9700

If you have a lease with us, you can mail a check and your payment coupon to:

Regular mail:
GM Financial
ATTN: GM Financial Lease
P.O. Box 78143
Phoenix, AZ 85062-8143

Overnight mail:
GM Financial
ATTN: GM Financial Lease
1820 E. Sky Harbor Circle South
Suite 150
Phoenix, AZ 85034-4875

If my payment doesn't clear the first time, will the transaction be submitted again?

Yes. If your payment does not clear the first time, it will be submitted a second time, provided your financial institution will allow it. If the second attempt to draw funds fails, it will be considered an "Insufficient Funds" transaction.

Can I send my payment overnight?

Yes, you can send your payment overnight via check or money order.

Please send your payment and coupon to:

Overnight mail for retail:
GM Financial
1820 E. Sky Harbor Circle South, Suite 150
Phoenix, AZ 85034-9700

Overnight mail for lease:
GM Financial
ATTN: GM Financial Lease
1820 E. Sky Harbor Circle South
Suite 150
Phoenix, AZ 85034-4875

Can my payment be automatically deducted from my account?

You have two options for setting up monthly payments. You can set up online auto pay by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. Once you enroll, auto pay goes into effect immediately and can be changed or canceled any time through MyAccount.

Customers (excluding commercial customers) also have the option to sign up auto pay by mail. Keep in mind that the auto pay mail enrollment process will take approximately one billing cycle to complete.

Can I pay by phone?

Yes. Purchasing and leasing customers can find toll-free automated and agent-assisted numbers on our payment options page. Keep in mind that paying by phone may incur an additional fee.

Can I pay online?

You can pay online using a bank account or a debit card. To make a payment or set up auto pay, log in to GMFinancial.com/MyAccount or the GM Financial Mobile app for Android. Or, learn more about our other payment options.

Can I make a payment from a bank account?

You can make a payment from a bank account online or by phone. To make a payment or set up auto pay, log in to GMFinancial.com/MyAccount or the GM Financial Mobile app for Android. Or, learn more about our other payment options.

Can I pay using a debit card?

You can use a debit card to pay online or by phone. Lease customers may use a debit card to pay online. To make a payment or set up auto pay, log in to GMFinancial.com/MyAccount or the GM Financial Mobile app for Android. Keep in mind that fees may apply.

Can I pay using a credit card?

Yes. Whether you're purchasing or leasing you can pay by credit card through Western Union or Money Gram. Keep in mind that fees may apply.

Can I pay using cash or a money order?

You have the option to make a cash payment through Western Union or MoneyGram, but keep in mind that fees may apply. Go to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to get started.

If you would like to pay by money order, please mail it to:

Regular mail:
GM Financial
P.O. Box 78143
Phoenix, AZ 85062-8143

Overnight mail:
GM Financial
1820 E. Sky Harbor Circle South, Suite 150
Phoenix, AZ 85034-9700

Lease customers should mail money orders to:

Regular mail:
GM Financial
ATTN: GM Financial Lease
P.O. Box 78143
Phoenix, AZ 85062-8143

Overnight mail:
GM Financial
ATTN: GM Financial Lease
1820 E. Sky Harbor Circle South
Suite 150
Phoenix, AZ 85034-4875

Payoff

I made an extra payment after my account was paid off. How do I get a refund?

Any overage on an account is automatically refunded to the customer within 60 days following date of payoff. To verify an overage on a paid-off account, please log in to gmfinancial.com/MyAccount and message our Customer Experience team. You can also call us at 1-800-284-2271.

Why is my account balance different from my payoff balance?

Your account balance may differ from your payoff balance due to interest charges, fees and other items that may be credited or debited to your account.

Lease customers may have an outstanding balance for all contractual obligations, such as late fees, excessive mileage or excessive wear.

What is my payoff?

You can find payoff details by logging in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android. You can also contact our Customer Experience team at 1-800-284-2271.

Any overage or extra payments on an account should be refunded within 30 days.

I have paid off my account. When will I get my title?

You will typically receive a title or lien release, depending on the state the vehicle is titled in, 30 days after your account is paid in full (or earlier as required by state law).

General

How can I dispute my credit reporting information?

You may dispute your credit reporting information directly with the credit bureaus, or you may dispute it with GM Financial in writing at:

GM Financial
Attn: Customer Service Support
P.O. Box 181145
Arlington, TX 76096-1145

How can I apply for credit or get pre-qualified for financing online?

Get pre-qualified for financing by completing our online credit application.

What do you do with my information?

Your privacy is important to us, and we understand that you expect us to safeguard your personal financial information in a secure manner. For more information, review our privacy policy. Review the lease customer privacy policy.

What is simple interest?

Simple interest is an interest accrual method. Interest accrues on a daily basis on the unpaid principal balance. The interest charge is always based on the principal balance, so interest on interest is not charged. Learn more about simple interest.

Statements

I have not received my first billing statement. What should I do?

Although terms vary between contracts, your first payment will generally be due 30 days from the date your contract is executed, and you will receive a billing statement approximately 14 days before your due date.

You can log in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to find important account information. If you do not have an account, click Register Now to create a user ID and password. You will need your account number, which can be found on your welcome letter, as well as the last four digits of your Social Security number.

How do I enroll in paperless statements?

Log in to gmfinancial.com/MyAccount or the GM Financial Mobile app for Android to update your profile settings. By updating your preferences, you will be notified when your billing statement is available online. Please note that paperless billing is not available to lease customers at this time

Why does my statement say my car is not covered by insurance when I know it is?

Some insurance companies routinely report lapses in coverage to lien holders. Please direct any proof of insurance concerns to our Insurance Service Center.

U.S. Regular Mail
GM Financial
P.O. Box 1617
Minneapolis, MN 55440-1617

Overnight/Courier
GM Financial
C/O van Wagenen Financial
6483 City West Parkway
Eden Prairie, MN 55344

How do I add or remove someone from my title/registration?

Only individuals on the contract can be added to the title. For further assistance, please contact our Customer Experience team at 1-800-284-2271.

I have moved out of state. How do I register my vehicle in my new state?

You will need to go to your Department of Motor Vehicles (DMV) office to re-register. Since each state has its own procedures to follow, we recommend that you contact your DMV in advance. (There are three states that require permission from the lien holder to re-register: Arizona, New York and West Virginia.) If you require permission, please contact our Customer Experience team at 1-800-284-2271.

How can I get a copy of my title to register my car?

To submit a request for copies of your car title and/or lien letter, go to getmycartitle.com, then click GM Financial and follow the on-screen steps. Fees may apply.