Executive review
Your case gets transferred to someone new
Confirm ownership and keep the history attached.
What to do, in order
- Ask for the new representative’s name, team, business callback route and whether the case number stays the same.
- Send the timeline, unresolved list, last decision and any promises. Request confirmation of receipt and the next action.
- Correct any inaccurate summary promptly. Record transfers without assuming a new person has new authority.
What you can say
“Please confirm that the repair history and prior communications remain part of case [number] and identify the next decision and owner.”
What to watch for
Do not rely on an unfamiliar caller’s claimed title. Verify through the official support route before sending sensitive documents.
Your next step
Keep a contact entry in My case.
Sources and scope · Reviewed October 8, 2026. Practical scripts and sequencing are editorial suggestions, not GM policy.
Cadillac: contact customer assistance ↗GM: general correspondence ↗See source notes and limitations →These steps are suggested consumer practices. Follow case-specific instructions, state requirements and your attorney’s advice when they apply.