Consumer complaint received 2022-03-01
Company: ALLY FINANCIAL INC.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I have a lease through Ally Financial and recently was in an accident where the vehicle was declared totaled. The other driver was found completely at fault as they ran a red light at near 70mph when they struck my leased vehicle that was fully covered by insurance here in Michigan. Upon declaring it totaled, my insurance ( XXXX XXXX ) quickly sent over all needed documents to Ally Financial to help expedite the process of paying off the vehicle and removing the loan from my credit. 
My insurance called and confirmed they had received the fax containing all the documents. The next day, I called to ensure all paperwork was received and to get a timeline of the process from there. They stated they received nothing from my insurance. I had my insurance email everything over and confirm again that everything was received. I then called again to ensure they had everything. I was informed 5-7 business days from then, they would have the Letter of Guarantee sent to my insurance. 
I waited 7 business days to call back and was told they still have not finished reviewing the documents or sent the Letter of Guarantee to my insurance. When I asked why the timeline of 5-7 business days was not met, customer service representative XXXX ( last name not provided as she stated it was against policy ) said they needed time to review the documents and they have had system issues, to which she wouldnt elaborate. I let her know that I was informed when they received the documents that the 5-7 business days were to review, prepare, and send the Letter of Guarantee and that system issues are not my fault nor was I informed prior. She had no comment. 
I asked to speak with her supervisor and was told that there is no supervisor to speak with at this time ( during business hours ) but she could make a note and one could call me back in 24-48 hours. I did not receive a call from a supervisor within 48 hours of our conversation ( time would be no later than XXXX XXXX on Thursday XX/XX/2022 ). I did receive a call just shy of 72 hours later ( XXXX EST on Friday XX/XX/2022 ) but was unable to answer due to work. I called back on Tuesday XX/XX/2022 at XXXX XXXX and left a voicemail as there was no answer. 
I made sure I was available to answer any calls received through the 48 hour window ( even at the impact of my job ) and no attempts for contact were made during that time. Instead, a contact attempt was made 2.5 hours before the end of the supervisor 's work week, leaving no time to resolve this issue before the weekend. Based on XXXXXXXX XXXX ( the supervisor who reached out to me ) schedule, Tuesday was the soonest I would be able to call during business hours ( XXXX EST ) and there was no answer or callback received. 
This issues is keeping the account open, payments remaining due, and my credit being impacted. Myself and my insurance have been nothing but quick, but Ally will profit off me from dragging their feet and remaining vague on their answers as to why this isn't being taken care of per the timelines they are providing.

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