Consumer complaint received 2018-06-27
Company: ALLY FINANCIAL INC.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
THIS IS NOT A DUPLICATE! THIS IS NOT A DUPLICATE! 
The last complaint was not a duplicate. Below is the same complaint with different circumstances from the first. The first was transferred from the Federal Reserve. 

On, or about XX/XX/XXXX of this year, I file a complaint with Ally financial in regard to the way they have handled payments I made online toward my auto loan. I have been late for quite some time I know, but in XX/XX/XXXX Ally made some shady transactions involving my account. I spoke to a representative on XX/XX/XXXX about my loan. The conversation got heated, and I could tell the rep was upset. When it was all said  and done, I told him that I would be making a payment online that night. I made the payment, and got a confirmation number. I thought nothing of it, until I went back online to look at my account on XX/XX/XXXX. When I entered my account I saw where there had been several transactions. There were three " reversals '' and one "  return '' on the XXXX and XXXX. So I called Ally that day and they had no explanation. I made another payment that day. I then filed a complaint with CFPB to which the institution said they had conducted an investigation and determined that it was my fault, that I had clicked on a account that had been closed to make the payment. I told the representative that it was impossible for me to do that because there were no other accounts showing as method of payment. She told me I was wrong and their system was showing one. I told her I would send her a screen shot of my account and the payment methods listed. She would not let me do it. I then started my own investigation where I found some interesting stuff. One,  during the course of the last year, the months that payments were applied the loan balance did not match. Example, in XX/XX/XXXX a payment was made of {$500.00} for the month of XX/XX/XXXX. The loan balance went from {$10000.00}, to {$9600.00}. That is a difference of {$980.00}, much more than the paid amount. But then, a payment was made in XX/XX/XXXX of {$500.00}. The loan balance stayed the same at {$9600.00}. Then in the month that got this all started, XX/XX/XXXX there was another instance where there was no change. My  personal belief is that the representative that got mad at me had a personal agenda. If he stopped the payment, and reverses another, that would accelerate a re-possession, and or would make me have to come out of pocket for a much larger amount of money. I am including monthly statements and the letter that I received, along with screen shots of my account. Look closely at the " due dates '' and " date paid '' on the statements. From XX/XX/XXXX to XX/XX/XXXX, there is no change. Yet I made a payment on XX/XX/XXXX that was reversed and returned, and then another on XX/XX/XXXX that is not reflected. I have been paying a monthly payment of {$500.00} every month, yet the balances are different.

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