I am a former GMAC account rep whose job was outsourced to the Philippines after accepting TARP funding. I've read through the many complaints on this site and I must apologize for the way all of you have been treated. Even though I was in the collections dept and cannot address all complaints; I'm here to help my former customers by giving them a few tips for helping to navigate the "system".

The language barrier will get worse at the end of April. Your best bet is to call customer service NOW and get the number of your FSO. The FSO is your local (sometimes regional) GMAC office. This may be the only way you will be guaranteed that you will speak to someone who speaks English.

Ask for a copy of your payment history every 6 months. Compare GMAC's records with your own to make sure you haven't accrued late charges or hits to your credit report. Late charges are assessed on the 11th day not the 30th as many would have you believe. Weekends and holidays still count. Watch the month of February (28 days).

If you don't want multiple/daily phone calls mail a letter to GMAC telling them to stop and to contact you only through the mail. Your mailman may hate you but the phone calls must stop.

If you do not want them to call your place of business, relatives or cell phone ... again write a letter to GMAC.

If you do want them to discuss your account with a spouse or family member write a letter giving permission.

Most collection calls are on a dialer system. GMAC sends the downloads to the call centers. GMAC has advised the reps to do the following:

a. Do not leave msgs.

b. Use "third party" collection tactics to collect. An example would be to ask you to "future date" a check with JP Morgan Pay Connection (for a $10 fee) on anticipated tax refunds and etc. "Suggesting" that you borrow the money from someone. Pawning personal items.

Some reps are very aggressive and will argue with you. Some will push every button they can with you. Trust me, some of these reps live to do this. Asking to speak with a supervisor is a futile move. The managers you will get rarely care about your situation. If you ask for "their" managers and are "lucky" enough to actually get their real manager you are dealing with people who know nothing about car loans and only about the "roll rates" and stats for their office. Call your FSO.

Guard your personal information. The Philippine laws are different than those in the US. The laws for misuse of checking account or credit card info are lax. I imagine the laws for identity theft aren't much better.

Finally, please know that not all collection reps were mean and incompetent. Most of us feel your pain because we too have been, or are going through what you have. Most of us pray for our customers and do everything GMAC will allow us to do to help you. I never raised my voice to, talked down to, threatened or mistreated a customer. I always listened to my customers, worked hard to help them and sometimes was the shoulder they needed to cry on. I couldn't have slept at night if I hadn't tried to help.

Take care and good luck!


  Comments (1)
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1. Written by ice, on 18-10-2009 16:11

hey. im a collector from gmac too.:)

Comments on GMAC Outsources to Philipines, again.

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