Consumer complaint received 2022-04-11
Company: ALLY FINANCIAL INC.
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I paid a payment of {$640.00} towards an extension agreement for the month of XXXX and XXXX. The original representative that processed the extension in XXXX ( before 30 days late ) did not send out paperwork and did not state that paperwork would be sent, she also stated that because the extension was done before being 30 days late it would take effect and that I was able to pay {$640.00} XX/XX/XXXX without penalty to credit reporting. I called in around XX/XX/XXXX again after receiving late notices, I spoke with a supervisor. The supervisor informed me that paperwork would need to be mailed out because I did not receive it nor did the previous representative state that. Supervisor stated extension would backdate to the month of XXXX and XXXX, the extension he created would be a {$0.00} fee because I already paid the fee and I would not have a payment due until XXXX. I still received late notices after conversation with supervisor and returning the paperwork in a timely manner, this went on until XXXX. I called back in at the beginning of XXXX during my grace period because my account was stating I owed almost {$3000.00}. I was trying to figure out what the actual amount of XXXX payment would be, I sat on the phone for XXXX hours and was told that the XXXX extension granted that was later redone by the supervisor was not even Processed at that current time and this was about XX/XX/XXXX. I paid {$790.00} towards XXXX because I incurred late charges because my extension was still not processed even though they did have the paperwork and payment, this payment for XXXX was also paid before 30 days late. I also pulled my credit report and found that ally reported to my credit, being late for XXXX, XXXX, and XXXX. I called back in about XX/XX/XXXX about credit reports, I was then informed that the supervisor made the extension for only XXXX and applied {$640.00} towards XXXX. Then still incurring late charges even though I technically had nothing due, I called back in and sat on the phone for XXXX hours. I was then told that the {$640.00} was applied to XXXX and that the supervisor went back in on XX/XX/XXXX and proceed an extension for XXXX. Therefore making XXXX and XXXX payments late because the extension wasnt processed or even done properly. They also reported my payment as late for XXXX whenever it is not, Ive called multiple times and get nowhere, Ive disputed the items with all XXXX credit reporting agencies and it still continues to be reported wrong after the investigation is completed. Ally told me they would fix this issue originally and to dispute it for faster results however every single time I call I get a different answer and get absolutely nowhere, this is ridiculous at this point. Ally will also not send me a copy of the extensions the supervisor created nor will they send me account information stating where the {$640.00} payment even went.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation