Consumer complaint received 2023-07-31
Company: ALLY FINANCIAL INC.
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
We turned in our leased vehicle early. We financed a new vehicle with the same company as the lease the day we turned in the our previous vehicle. Both transactions occurred on XX/XX/2023. We used Ally Bank for both transactions. 
On XX/XX/2023 both my husband and I received letters stated we owed an additional disposition fee. The letter states the disposition fee was waived if a new vehicle was financed within 30 days of the termination of the lease. 
We contacted Ally on XX/XX/XXXX to provide them with the new account number. We were advised that the fee was valid because the lease was not terminated until XX/XX/2023. We were able to provide proof that we sold the vehicle to the dealership on XX/XX/2023. They insisted we owe the fee of {$390.00}. My husband was advised that no managers or supervisors were available to assist with this issue and providing proof we sold the vehicle was not sufficient. We turned the vehicle in on XX/XX/2023 even with the dealer not completing the transaction until XX/XX/2023 ( a date provided by Ally Bank 's representative, we are within the 30 days. The representative then stated that we owed the fee because the new financing was prior to the lease cancellation. My husband said we should not be penalized due to an error at the car dealership. She advised my husband that was not her problem nor her job to contact the dealership. The representative said if we were not prepared to pay the fee at this time we would need to make payment arrangements. My husband was very angry as the representative was not listening to him and disconnected the call. 
I called back and received a new representative. I explained the situation and was advised that the fee was valid because the new account was not in the same names in the same order as the previous account. Duplicate letters were sent to my husband and myself because we are both on the account. I asked to speak to a manager or supervisor and was told neither were available at this time. I was then asked to pay the fee again and I advised I would not be paying the fee until I spoke to a manager or legal representative. I also stated I would be filing a compliant. The representative said " That is fine ''. I again asked to speak to someone regarding this since 2 separate representatives gave 2 very different answers. She asked if I was going to pay the fee again. I said not until I speak to a manager. She said I could speak to someone else but it would not be a manager. She put me on hold for 15 minutes, came back on the line and said she had made a note on my account and sent a request to her manager but the fee was due and valid. I disconnected the call at that time.

This is a junk fee. We have a new account. The new account was created within the appropriate time frame per the lease agreement. This fee could impact our credit scores and/or the ability to purchase another car in the future. We have been loyal customers with Ally without a problem. I believe Ally should review their policies and our account and reverse this decision.

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 non-monetary relief