Question My payment will be late. What should I do?
Answer

Late fees assessed on loans and leases that were due March 1 through May 31 were automatically waived. Effective June 1, 2020, late fees will be assessed on loan and lease accounts. We understand that some customers may still be experiencing financial hardship as a result of COVID-19. If so, please contact us so we can discuss personalized options with you.

Question Are you waiving late fees?
Answer

Late fees assessed on loans and leases that were due March 1 through May 31 were automatically waived. Effective June 1, 2020, late fees will be assessed on loan and lease accounts. We understand that some customers may still be experiencing financial hardship as a result of COVID-19. If so, please contact us so we can discuss personalized options with you.

Question What should I do if I haven't received a paper statement?
Answer

If you feel you should have received your statement and haven’t, you can sign up for MyAccount or log in anytime to view your statements online. Or, you can enroll in paperless billing to receive statement notifications via email. If you need to find out your due date or the amount owed, please message us in MyAccount or call us at 1-800-284-2271.

Question How are you reporting late payments to the credit bureau?
Answer

When GM Financial reports customer accounts to the credit bureaus, we are required to do so fairly and accurately. Because of COVID-19, we are taking special measures to minimize the impact on our customers’ credit histories. Here’s how reporting will work from March 1 through June 30:

GM Financial will resume all normal credit bureau reporting on July 1, 2020. If you have past due payments, you are encouraged to bring your account current by that time. Missed payments from March through June will still show a “D” in the payment history, however, if the account is past due and not brought current by July 1, our report will indicate the appropriate delinquent status as of July 1. We understand some customers may still be experiencing financial hardships and we would like to discuss personalized payment options with you. Please contact us to speak with a Customer Advocate.

Question How do I contact someone at GM Financial?
Answer

For the safety of everyone, we have redeployed almost all of our customer advocates from the phones in our servicing centers to be able to remotely service customer accounts through our secure digital channels. The best way to reach us now is to message us.

If you would still like to call, you can reach us at 1-800-284-2271. As always, we are standing by to help you. We hope you stay safe and healthy.

Question I’m at the end of my lease; what are my options right now?
Answer

We understand that our customers may be facing some distractions and other priorities right now. We have options if you are at the end of your lease.

Question If my lease is ending, are there any current offers on new vehicles?
Answer

General Motors has some unprecedented offers available on new vehicles and many dealers have programs that allow you to get into your next vehicle without ever leaving home. You can shop, apply for financing and have the vehicle delivered right to your door. Check with your dealer for availability.