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Frequently Asked Questions

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.

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.

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:

  • Credit bureau reporting remains on for an account as long as it is in current status. This ensures that positive payment histories continue to get reported.
  • Because reporting is on, if an account becomes 30 days past due, it is reported to the credit bureaus as late and you will initially see a derogatory mark on your credit bureau for that month.
  • As soon as an account reports greater than 30 days past due in the March through June timeframe, GM Financial assumes the customer is experiencing financial hardship as a result of COVID-19 and we turn off reporting for that account. You will initially see a derogatory mark on your report for that first 30-day late payment. We will, a short time after reporting, provide a special code to the credit bureaus noting that the account was affected by a declared disaster.
  • Any subsequent 30-day late payments during this time through June 30 will not be reported delinquent because we have turned reporting off.
  • If at any time during March through June, the account is paid and brought current, credit reporting is turned back on so that the account will show that it is in current/paid status. However, any delinquent payments during that March through June timeframe will show a “D” in the payment history that indicates “no information available” for that reporting month.

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. 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.

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.

  • Message us from MyAccount - Register for an online account at GMFinancial.com/MyAccount. It’s easy. Have your account number handy, which can be found on your billing statement. Once you’re logged in, tap the chat icon and send a secure message directly to a representative to assist you. You can send your message, go about your day, and we will respond as soon as we can. You will always receive important account updates via email, and you can view your account information, check your due date, pay your bill and much more.
  • Message us from the GM Financial Mobile app – download our mobile app from the Apple Store or Google Play and manage your account or message us just as you would in MyAccount.
  • Text* INFO to 53721 – You will be required to provide some information to verify your identity through SMS text. Then you can ask your questions and we’ll respond as quickly as we can.

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.

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.

  • Purchase or lease a new vehicle: General Motors has 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. If you do decide to turn in your vehicle, GM Financial will arrange for your vehicle’s inspection.
  • One-month lease extension: If you are unable or choose not to return your vehicle, we will process a one-month extension to allow you additional time. No need to contact us – if we don’t hear from you 10 days after your original termination date, we will automatically extend your lease for one month. You will receive notification of the extension at the physical address or email address we have on file. Later, if more time is needed, we will work with you on a solution that meets your needs. You will continue to make your regular monthly payment on your scheduled due date during the month(s) extended. Review the lease extension guidelines before deciding to extend your lease and contact us if you have further questions.
  • Turn in your vehicle: Some dealerships may close portions of their operations or have limited store hours. Contact your local dealership for details.

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.

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

Together we'll keep moving forward.

From late-payment waivers to lease-end assistance, learn more about what you need to do if you’ve been impacted by COVID-19/coronavirus. Check back often – we will continue to keep our valued customers updated on what we’re doing to help.

How to Get Help

Profile icon for MyAccount

Log in to MyAccount

Access your account, view statements and make payments online or in the GM Financial Mobile app.

Not yet registered? Register now

Chat icon for messaging through GM Financial mobile app

Message or Text Us

Start the conversation with a Customer Advocate through MyAccount online or in the GM Financial Mobile app. Or, you can text* ASSIST to 53721.

                              ASSIST to 53721

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

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Hours of Operation

Phone Support Hours:

Mon–Fri
8 a.m. – 6 p.m. CT
Sat
9 a.m. – 1 p.m. CT
Sun
Closed

Messaging Support Hours:

Mon–Fri
6 a.m. – 10 p.m. CT
Sat
7 a.m. – 5 p.m. CT
Sun
7 a.m. – 5 p.m. CT

Speak to a Customer Advocate during support hours at 1-800-284-2271. Wait times may be longer than usual. For faster service, send us a message in MyAccount or on the GM Financial Mobile app.

Business Customers:

Contact us about your account one of three ways:

Text* BIZ to 53721

Email: CVLCustomerExperience@gmfinancial.com

Call the GM Financial Business Customer Experience team at 1-855-501-5563

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

Lease-End Options

GM Financial understands that customers are facing many other distractions and priorities right now during the COVID-19 situation. That's why we are providing some easy solutions for customers such as you who are approaching the end of your lease term.

You Have Options

Purchase or lease a new vehicle

You may wish to turn in your vehicle when your lease matures. If you do, 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. If you do decide to turn in your vehicle, don’t worry about the pre-inspection. Your dealer will take care of that, too.

One-month automatic lease extension

If you are unable or choose not to return your vehicle, we will process a one-month extension to allow you additional time and you’ll continue to make your lease payment for the additional month. No need to contact us – if we don’t hear from you 10 days after your original termination date, we will automatically extend your lease for one month. You will receive notification at the email or physical address we have on file for you. Later, if more time is needed, we will work with you on a solution that meets your needs.

Please review the lease extension guidelines before deciding to extend your lease.

Lease Extension Guidelines

  • Extending your lease does not add to your current mileage allowance.
  • Extending your lease does not change the residual value of your vehicle.
  • For 1-month auto extensions during the COVID-19 situation, we will send a letter confirming that you have received the auto extension. Please allow time for mail delivery and possible delays.
  • For extensions manually processed through our customer experience advocates (greater than 1-month), we'll send you a lease extension agreement within 5-7 business days; this could be delayed due to the COVID-19 situation. There are three ways to receive the required documentation: 1) Register for MyAccount and we will email the agreement to you; e-sign and return to us; 2) Contact us to provide an email address and we’ll send the agreement for you to e-sign and return; 3) We will mail the agreement to the address we have on file. You will need to sign the extension agreement documents where indicated and return them to us by fax or email as indicated within 5 business days of receiving them.

Unprecedented times require unbelievable efforts

Taking care of each other in times like these is what it’s all about. General Motors teams proudly went from making vehicles to making ventilators, face masks and other protective equipment to help keep people safe. Check out all the ways GM is helping our communities during the pandemic.

Learn More
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