Consumer complaint received 2022-03-01
Company: ALLY FINANCIAL INC.
State: UT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
I received an auto-loan from Ally Bank XXXX XX/XX/XXXX for a XXXX XXXX XXXX XXXX and attempted to refinance my loan with my local credit union ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to get a lower interest rate on XX/XX/XXXX. XXXX approved my loan refinance and sent a check for the remaining amount to Ally Bank on XX/XX/XXXX. 

Sometime between XX/XX/XXXX and XX/XX/XXXX, Ally Bank denied my refinance and neglected to inform me or my Credit Union about the denial. When pressed for to provide reasons for the denial, I spent several hours ( approximately XXXX hours ) being transferred and hung up on, only to learn that it was denied because the address they ( Ally ) provided ( online ) was incorrect and out of date. They provided me with their " new '' address, and I had the Credit Union reissue the check on XX/XX/XXXX. 

To avoid having my loan be sent to collections ( with Ally ) while I waited for the new check from my Credit Union to be received, I was told that it would be in my best interest to pay them now, and wait for reimbursement when the check arrived. I was then informed that I would not only need to pay for the month of XXXX, but that I would also need to pay for a previous month, that was now delinquent. When I pressed them to explain why I would need to pay twice within the same month, they told me that it was for the month of XXXX ( XXXX ). I explained to them that would've occurred before I had even had the car/received the loan, and they then proceeded to lie to me and tell me that it was for " some '' month that occurred between XX/XX/XXXX and XX/XX/XXXX. I explained to them that I could demonstrably prove to them that I have made every payment ( on time ) by providing them with bank statements, to which they denied and then sent me to their phone billing system. 

During that experience, I explained to them that I had already tried to make a payment over their ( Ally ) app and over the phone, but I was told that my account was " not authorized to receive payments '' multiple times. Despite that, on XX/XX/XXXX ( XXXX ) I attempted to make the payment over the phone again ( as I was told that the issue involving my account had been corrected ), only to learn that they had still not corrected the issue, citing that my account had been suspected of fraud. I was then directed to make a payment over " XXXX '', which I did, paying an additional ~ {$30.00} to guarantee that my account would not be sent to collections on XX/XX/XXXX. 

To top it all off, I learned on XX/XX/XXXX, that the subsequent address that they provided me when my Credit Union sent them the second check was also wrong/outdated, and I would need to put a stop payment on that one as well. I called my Credit Union to do so, and they said they would be unable to stop a cashiers check until the check was denied, or 15 days pass. I'll be a waiting a full month and a half - assuming nothing else is messed up - to finally transition my loan to my existing Credit Union ( from Ally Bank ).

I have been lied to, I have been called a liar, I've been told that I am mistaken. My credit is on the line - and no one I talk to can provide me with a consistent narrative as to why this is happening to me.

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