Consumer complaint received 2020-08-11
Company: ALLY FINANCIAL INC.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
my son was driving my car on XX/XX/XXXX he was hit by a drunk driver my car was declared total and taken to the salvage yard. i called my car loan company to let them know and i was working it out with other parties insurance to have car paid of, this took several months once they agreed on the amount to pay i was left with a balance as i did not have gap ins on my car. during this time i was communicating with allay total loss dept, they gave me the pay off on my car as i knew it had to be taken care of. at this time we are in XX/XX/XXXX. i wrote a check to the car fiance company and they told me they would app ; y to my account and it would be marked as paid off in full. I then proceeded to think that was what they were going to do. THAT WAS NOT TRUE In fact they reported to all of the credit bureaus that my car was repossession vehicle. i found this out as i was checking my credit i was shocked upset and confused, know they quickly cashed my check and lied to me. so then i started to call the allay finance company to help me fix this as it was obviously an error, to my surprise they were going to do no such thing. Mid XXXX i started to call ally company and i would be pit on hold transferred redirected over and over again to the point my days would start everyday calling them i would spend an average of 3 hours a day. i can not tell you how difficult it has been no one will help i have been told to dial so many different number and i have been told we don't handle this in our dept itis the other dept or you need to speak to this person or no you need to go back to that dept i started to take names extension and still no help here are just some of the names and numbers i have called XXXX XXXX XXXX miss XXXX at ext XXXX or XXXX call her XXXX  settle XXXX XXXX XXXX XXXX support team. This kept going on and on and on. at this point i contacted all 3 credit bureaus and they agreed they saw what i saw, they explained i should contact them i told them i have been trying to do this and no repose or help. they told me please send to them all of info and proof of payment has been made and they would correct this in their system so it would reflect not a repo but car being paid in full. i did send to all 3 credit bureaus proof of my car accident police reports pay off ins and my cleared check to ally that they had cashed. this was sent to each buderus certified return so i would have proof they received. during this time i was still continuing to call ally with no response or help to the point i was under so much stress that i was in the emergency room. after 30 days i contacted the credit bureaus and asked if the have made the correction and they informed me there is nothing they can do to help me. i asked them then why would you tell me to sen all the documentation to show it is not repo and do nothing i was so up set. i even went to call the president of ally but no luck. i am here now almost. 
7 months after an accident that was not my fault my car totalled i try to do the right thing pay my car off and now wanting to buy a new car and not being able because i have a repo on my credit report please help me i do not know what to

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