Consumer complaint received 2021-06-17
Company: ALLY FINANCIAL INC.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
My name is XXXX XXXX XXXX XXXX. Ally financial repossessed our XXXX XXXX XXXX without any notice at all. On XX/XX/XXXX I tried to make a monthly payment for XX/XX/XXXX with an Ally rep over the phone. I was told I couldn't because the bankrupt still shows to be active. I was told that was 116 days past due. I said it had to be a mistake because I have been paying every month more than the payment amount. I notified XXXX XXXX of XXXX XXXX XXXX that was handling our chapter XXXX filing.asap XXXX XXXX and stated that I had been paying Ally and this 116 days without a payment must be a mistake. Mr. XXXX said he was notifying the attorney XXXX XXXX of the situation. We hadn't heard anything from Ally Financial nor XXXX XXXX XXXX XXXX. Then in the morning of XX/XX/XXXX I noticed the XXXX XXXX wasn't in front of the house. Me and my wife XXXX XXXX called the XXXX Texas Police to report it stolen, and was told it was repossed! We immediately called Mr. XXXX XXXX of XXXX XXXX XXXX. I hadn't heard from him after several attempts at all that Saturday. Monday I notified Mr. XXXX and heard complaints of blowing up XXXX 's phone and he would look into it. I expressed that the Law Firm was notified weeks ago about Ally rep stating we were 116 days behind. If the Law Firm would have done their job and called Ally at all we wouldn't have gotten a repossession causing financial hardship and truma we suffered. I couldn't believe Mr. XXXX actually stated XXXX of Ally works with the XXXX XXXX XXXX and I hadn't made a payment since a partial payment sinceXX/XX/XXXX ( I sent it to the bankrupsy trustee and he allocated funds as I was instructed to do and the trustee paid whatever to Ally. I stated that wasn't true but, he said as he done the math it adds up! See the letter as to reason Ally repossessed the car that I hadn't made a payment for XXXX, XXXX, nor XX/XX/XXXX at all. I had to do a title loan and paying {$690.00} fees monthly to borrow {$4500.00} and {$690.00} fees only to get our car back. Why didn't the Law Firm make a simple call? Why didn't Ally notify us at all when we thought everything was ok because we hadn't heard anything? Why did they lie about no payments? See pay history I made XXXX, XXXX, and XX/XX/XXXX payments!! See the reason all this could have been AVOIDED WITH A SIMPLE PHONE CALL FROM XXXX XXXX XXXX XXXX. If we was aware that we could have saved a repossession, fees, and a trip to the hospital with XXXX XXXX from this truma. We just lost a XXXX year old daughter and these stressors of this worst time of our lives could have been avoided! But these heartless uncaring people just said go get our belongs out of the car " XXXX XXXX XXXX of XXXX XXXX XXXX. They need to take some responsibility for their non action since notified, called me a liar stating I didn't make XX/XX/XXXX, XX/XX/XXXX, nor XX/XX/XXXX payments for reason of justifying the truma 's and repossession as a suitable Law Firm would have quickly acted XX/XX/XXXX knowing 116 days without a payment on anything would result in loss of possession of anything, car, house ect.XXXX It was negligence and someone besides the consumer needs to take responsibility. Ally Financial could step on the consumer with deception of lies stating to an Attorney, an Officer of the Courts that we didn't make XXXX, XXXX nor XXXX payments as reason for their actions. Ally needs to take responsibility to the consumer as well. Then Consumer Financial Protection Bureau needs to look at COMPLAINT ID XXXX THAT WAS CLOSED A LITTLE FURTHER BECUSE THE CONSUMER WAS'T PROTECTED AT ALL!! IF CORPORATE AMERICA COULD DO ANYTHING TO THE CONSUMER WITHOUT ANY CONSEQUENCES OR REPOCUSSIONS AT ALL. WHAT'S THE FUNCTION OF THE CFPB? WHAT'S THE USE IN FILING A COMPLAINT? THEY WILL DO IT AGAIN AND AGAIN IF NOTING IS DONE AT ALL. I AM A XXXXXXXX XXXX XXXX XXXX AND AND HAD MY XXXX TORN OUT NOT ONLY DURING THE WORSE TIME OF OUR LIVES XXXX XXXX XXXX  AND HAVING XXXX XXXX XXXX XXXX, BUT BEING FURTHER TRUMATIZED BY THE LOW DOWN TACTICS AND NEGLIGENCE THAT HAS OCCURRED BY THESE ACTIONS THAT COULD HAVE BEEN AVOIDED. I TAKE RESPONSIBILITY FOR BEING FORGETFUL OF THE {$2700.00} PAYMENT SURPLUS TO ALLY NOT {$3600.00} ASK ALLY FOR THE AGREEMENT. THE LIES AND FABRICATION, THE UNCARING NEGLIGENCE, THE AGREEMENT OF HIRING SUCH PEOPLE TO DEFEND YOU TO TURN A BLIND EYE ON RESPONSIBILITY ISN'T AMERICAN AT ALL AND THEY HAVE NO SHAME AT ALL AND IT'S OBVIOUS THEY DON'T CARE!!

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