Consumer complaint received 2020-08-31
Company: ALLY FINANCIAL INC.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I made an overpayment of the amount of {$1200.00} on XX/XX/XXXX of 2020 to accout number XXXX To Ally Financial inc . So I call them and ask them if they could refund the amount and I was told that they could refund the amount and that they would process it for a refund of XXXX, so I waited and didn't hear from them and didn't receive a check in the mail so I called them again and they stated that it was denied because it was processed for process before my car payment was processed so I would have to make the car payment 1st so that it wouldn't be late and then they would put the process of the refund in. So I waited and then I call them back because I did receive anything and they stated to me that it was supposed to be mailed out XX/XX/XXXX so I waited again another 2 weeks and then I call them back to let them know that I did not receive anything. I asked for a manager again and they said it was denied again because the requset for refund of the payment was put in and again my car payment was in process so again it didn't go through. So again they stated that I would have to make a payment for XXXX otherwise my carpet will be considered late and Any request for the refund will not process.So I made the payment for XXXX and it will process on the XXXX and that on the XXXX they would personally process for a refund of the {$1200.00} and that I would not have to call back and everything was taken care of So then I waited and then I called back again on XX/XX/XXXX because I did not receive anything and I told them what was happening and the first thing I was told by customer service was that there was a payment made out in XX/XX/XXXX and I told them no that's not correct that it was denied and was never processed and then I asked for Corporates number and I was told that They did not have corporates number and that they could not give it to customers so I ask for a manager again The manager stated to me that it was denied yet again and so then I asked for a regional manager and for corporates number because this just continues to happen over and over again. So then the manager Said that they will try to get ahold of the payment department but they could not and that she would call me back when with the information and I stated no because that's the problem. You say that you will and you never do. So the manager stated to me that she would put the payment refund process again and I told her no because I can tell you how the process gon na go and they're going to deny it again and ask me to do another pain man and it's gon na keep on happening over and over again.So I said I want to speak to a regional manager So then she stated that she was transfer me to superviser and was put on hold when she came back onto the line I was told that the supervisor will call me within 1 to 2 hours but I have not received a call from them yet.

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