Consumer complaint received 2018-08-22
Company: ALLY FINANCIAL INC.
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I had a joint loan with Ally Financial. My ex-husband who was the joint signer filed bankruptcy. I had possession of the vehicle as awarded in the divorce decree. Due to his filing that I was unaware of, my online access was blocked and no bills were sent to me electronically or by mail. I contacted the comments as soon as I found I could not pay my bill online. Every time I called, I had to deal with the bankruptcy dept. even though I had no bankruptcy myself. With no notice of not being able to pay my payments other than by mailing them, I was refused billing documentation to show how my payments were applied to principal and interest. 
My due date on my loan was the XXXX of the month. I verified my loan was paid off and closed on XX/XX/17. I have a 30 day late status being reported to XXXX as my current account status and 30 day late payments to XXXX  for XX/XX/17 and XX/XX/17, as well as a status of repossession/redeemed. With a due date of the XXXX, its not possible for my loan to have been 30 days delinquent on XX/XX/17 and I didnt have a XX/XX/XXXX payment due, so it couldnt have been 30 days either. This issue has been disputed through the credit bureaus twice, starting over 60 days ago and my XXXX  report as of today is still showing these late payments. I since requested copies of my payment history and original contract and I was on the phone well over an hour and transferred around repeatedly with no results. I should have the right to statements as well as payment history and to have my credit reports reported accurately within a reasonable time period, and its been over 60 days with multiple requests. Additionally, my vehicle reports as a repossession/redeemed. I made a payment arrangement which Ally agreed to for my payment within a few days if my balance reaching 90 days. Prior to that payment, they had my vehicle repossessed. While the company was there, they agreed I could call ally to verify the arrangement. When I called, Allys system was down and he could not verify the arrangement. I asked if he could take the payment right then directly from my account, and was told no because the system was down. I had to go the following day to purchase my XXXX back. When I arrived the next evening the vehicle was covered in mud, had cornstalks underneath and the gas gauge was nearly empty, nowhere near where it was prior to being towed. There was a cigarette burn in the seat, sticky beverage spilled down the door and was in four high in four wheel drive. It was a lifted wrangler that apparently was taken out and beat on, also being driven on dry pavement in 4wd. I had to have the transmission rebuilt, costing me {$2000.00}. The spare key fob was also taken out of the console by that company. I called ally, letting them know the condition of the vehicle and that I had pictures from before it left my drive to when I picked it up, they said there was nothing they could do, even though they contracted that company. I asked the representative the night before as well as that day if my payment arrangement could have been verified, would my vehicle have been taken, both said no, but again nothing they could do because their system was down. That was the first time the vehicle ever hit 90 days and I stayed in contact to make arrangements and to hold up my end of the contract. I can not add documents other than images from my credit reports to support this because the company has refused to provide me statements, payment history or a copy of the original contract. I did get an employee in the call center to verify date of receipt of payoff verbally.

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