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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.

Frequently Asked Questions

We understand that you may need additional time to make your payment during the COVID-19 situation. Any late fees assessed on loans and leases from March 1 through April 30 will be waived. There’s no need to contact us; the fees will be automatically waived.

Any late fees assessed on loans and leases from March 1 through April 30 will be waived. There’s no need to contact us; the fees will be automatically waived.

GM Financial is required to report a customer’s monthly account status fairly and accurately to the credit bureaus. We report non-payment only if more than 30 days past due. However, because of COVID-19, we are taking special measures to minimize the impact on our customers. For any account that is over 30 days past due from March 1 through April 30, GM Financial will report a “Special Comment Code AW – Affected by Natural or Declared Disaster” to the credit bureaus. Following our reporting, your credit history will reflect “D” – no payment history available for these months. We will continue to monitor this situation and adjust our policies as needed.

Before considering a payment extension (deferment), a late payment may be another option for you. (See FAQ about late payments.)

On a retail contract (APR or loan), a payment deferment is a tool that is available to assist customers who are having difficulties making their scheduled payment. However, it is not the only way GM Financial can help customers experiencing financial hardship and for many, other steps that can be taken are better. While very effective at addressing immediate payment concerns, deferments often result in greater increased overall interest costs as the daily accrual of interest continues to occur during the deferred period. This will likely result in a higher final payment due at the end of your contract. If you feel that you will not be able to make your payment before the next month’s payment is due, please allow us to explore all possible alternatives with you. If a deferment is the best solution, we can explore that option if available. Learn more about simple interest and the financial impact of late or deferred payments.

Unfortunately, payment deferments are not available on lease contracts. However, you can make a late payment without incurring a late charge for payments due March 1 through April 30 (if it’s within 30 days of the original due date) and we will automatically waive the late fee. There is no need to contact us further, we will automatically waive that fee. Additionally, we will not report that payment as a derogatory payment to the credit bureaus if it is paid within 30 days, so there would be no need to contact us further. However, you will need to contact us if your payment is going to be more than 30 days late. We are here to discuss options with you.

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: We have 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 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 at the 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. Review the lease extension guidelines before deciding to extend your lease.
  • 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.

How to Get Help

Profile icon for MyAccount

Log in to MyAccount

Access your account, view statements and make payments online.

Not yet registered? Register now

Chat icon for messaging through GM Financial mobile app

GM Financial Mobile App

Talk to a Customer Advocate digitally by messaging us in the GM Financial Mobile app using MyAccount.

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Hours of Operation

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

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

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. 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 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.
  • Visit Chevrolet.com
  • Visit Buick.com
  • Visit GMC.com
  • Visit Cadillac.com
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