Stay Connected Your Way

Stay Connected Your Way

Communication is a two-way street, and GM Financial makes it easier than ever to stay in touch. Whether you prefer chatting with Nanci, our reliable virtual assistant powered by AI, or using MyAccount quick access to your account details, we've got you covered. Here are all the ways you can contact us to get your account questions answered.

Get to know Nanci

“Hi! I’m Nanci.” With those three words, Nanci introduced herself to the world in early 2020. Her name is derived from the middle of “financial,” and she’s at the heart of GM Financial’s “Customers for Life” core value.

Nanci uses artificial intelligence and machine learning powered by IBM Watson to answer customer questions. When asked a question, she reviews it for keywords and phrases related to known customer queries and quickly and proactively responds. With help from GM Financial’s experienced customer advocates, Nanci is constantly learning about our customers and what they need most, leading to continuous improvement.

As a virtual assistant, Nanci is always available to help, ensuring you get what you need quickly. Nanci can answer some questions for customers not logged in to MyAccount via SMS text message, but when confidential account information is discussed, she sends a link to customers to securely log in using their GM Financial credentials. It’s important to note that Nanci will never ask for account information or private information via messaging or texts.

What does Nanci know?

Our virtual assistant can do more than just provide the answer. Nanci can also show you how to find the answer in MyAccount or on gmfinancial.com. Instead of waiting for an agent, Nanci can address questions regarding:

• Payment details
• Lease-end information
• Purchase and payoff quotes
• Frequently asked questions
• Auto financing options
• Auto Pay setup
• MyAccount registration
• MyAccount password resets
• Payment date changes
• MyAccount app download details
• Title and registration information
• Lease assumptions

Today, Nanci is the first point of contact for most customers messaging GM Financial. She can securely handle common requests and frequently asked questions. And when questions get tough or the interactions become more complex, Nanci can seamlessly connect you to a customer advocate during business hours.

Ways of contacting GM Financial

Text messaging. You can reach Nanci and our Customer Experience team by texting INFO to 53721.¹ You can also opt in to receive text alerts for payment reminders and late payments. Simply log in to MyAccount to update your notifications and respond to the first message to get started.

MyAccount messaging. MyAccount is a great resource for staying in the know about everything related to your account. By creating a profile, you get access to your statements, payment history and messaging capabilities.

Pro tip: If you already have MyAccount, verify that the correct email is saved to your profile, so we’re sending the information you need to the right place.

Phone calls. For questions that need more explaining, you can give us a call during business hours. Business hours are Mon-Fri, 7 a.m.–6 p.m. CT, and Sat, 9 a.m.–1 p.m. CT.

No matter how you choose to get in touch (or stay in touch) with us, we’re excited to help you get the answers you need. Talk to you soon!

¹There is no charge from GM Financial, but message and data rates may apply.

By Taylor Provost, GM Financial

Taylor Provost loves puzzles of any kind, and that includes decoding complex ideas and concepts so she can share them with others in simpler terms. A true word nerd, you’ll often find her solving a crossword puzzle at home when she’s not road-tripping to a national park with her family.