Frequently Asked Questions

How can I view my loan balance online?
You can access the balance for your consumer loan via our self-directed Loan Payout Request. You will need to provide the last name of the primary customer on the contract, the primary phone number GBC has on file, your GBC Loan # OR VIN # (Vehicle Identification Number), and the reason for the inquiry.
Do you send account statements?
We do not send periodic statements; however, we offer a self-directed Loan Payout Request where you can view your payout balance online and download a PDF for your records.
I am trying to access my loan payout, but the information is incorrect, or I keep getting error messages.
The loan payout balance is based on the previous business day totals and may not reflect recent payments made in the last three business days. If an error persists, please contact our Customer Service Team at 1.877.443.5620 for assistance.

How do I make extra payments or pay out my auto loan?
You can make additional payments through online bill payment from your personal bank account or by mailing a cheque or draft. For detailed instructions, please refer to our payment options.
Is there a penalty to pay out my auto loan?
No, General Bank of Canada auto loans are fully open without penalty. You may make extra payments or pay out your loan at any time. For updated payout information, please contact our office at 1.877.443.5620.
Can I change my payment date?
Once your first payment has been made and your account is up to date, you can request a change to your payment date. Please contact our Customer Service Team at 1.877.443.5620 to discuss available options.

How can I update my banking information?
To change the account for automatic withdrawals, send a completed pre-authorized debit form in your name or a scanned void cheque to loanadmin@generalbank.ca or by fax to 780-443-5628.
How can I update my address or phone number?
Please contact our Customer Service Team by phone at 1.877.443.5620 to update your contact information.

Can I change the insurance coverage on the vehicle while I’m not using it?
Comprehensive and Collision insurance coverage must be maintained while the loan is open; however, you may choose the deductible your insurance provider offers.
Does GBC allow financed vehicles to be moved out of Canada and/or province?
Vehicles are not permitted to leave Canada, but GBC allows vehicles to be moved out of province with prior written consent. If moving outside of Canada, the loan must be paid out in full before GBC will provide a letter of release for the vehicle.
Do I have to pay out my GBC loan if I sell or gift my vehicle?
Yes, if you are not in possession of the vehicle (gifted, sold privately – through auction, or a dealership), your loan must be paid in full. Once paid, GBC can provide a letter of release to facilitate ownership and insurance transfers.

I have paid out my loan. Now what happens?
Once payout is received and all payments have finished processing, we will fully close out the loan and report the “Closed with Zero Balance” status to both Equifax and TransUnion. GBC will also discharge the lien within 30 days, as per Canadian law. A letter of release can be requested by calling 1.877.443.5620.

What are your business hours?
Our Customer Service Team is available Monday through Friday, 7 AM – 4:30 PM Mountain Time. Our office is closed on weekends and statutory holidays.
How does GBC manage my privacy?
General Bank of Canada respects your personal information and provides access to our Privacy Policy on our website. You can review our Privacy Policy for details on how we collect, use, and protect your personal information.

As your customer, how can I be sure my information and accounts are safe?
Safeguarding customer information remains our utmost priority. We maintain robust security protections and monitor accounts for suspicious activity. We stand behind our commitment to customer safety.