Consumer complaint received 2021-03-29
Company: ALLY FINANCIAL INC.
State: MO
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:
I am about to report to you today that it is XXXX  of me to believe that there are still people out there you can trust. I always thought the XXXX XXXX was a dealership that values customers more than just making a profit. 
I had purchased one before the last two vehicles I am currently financing through Ally. 
On XX/XX/XXXX, I stopped to check out the new GMC terrain and ; I liked what I saw and decided to go ahead and prepared the package and keep the payment up to $ 550 monthly. They told me to go ahead and take the vehicle, and they will call me when all the paperwork. Two days went by, and they were having problems finding the buyer of the portfolio. Suddenly on XX/XX/XXXX, I received a call from them telling me that everything was ready. When I arrived, they were still working with the financial institution, and they could not get the payment to be on or below {$550.00}. I asked what the price would be at their request, and their answer was 618. After 3 hours, and agreed to the amount, and I signed the contract where they told me to sign, and I was tired of waiting. 
I trusted them because of the last purchase I made in the past. 
The exact process happened on XX/XX/XXXX ; I called the person I always dealt with, and I explained to him that my wife 's SUV was about to go out and that I needed to get a used and cheap vehicle. I gave him the amount that I could afford at the time. I went to the lot, picked up the car, and told him to call me when the paperwork is ready. Same problem, took them a couple of days and finally called me on a Saturday to stop by to sign documents and make it official. That time was fast, and the same thing salesman assigned to me told me where to sign, and I did. 
I made my payments, and I lost my job and did my best to keep up with them. I was unemployed for almost a year. Ally was patient with my financial situation. The problem was that they have too many collectors, and I know I spoke with at least 12 collection agents, and they always tell you they understand and that they will call me back with a solution, and it never happened. 
One of them was so disrespectful, and he threatened me with sending a tow truck to repossess my wife 's vehicle. He kept asking me for a payment, and I told him that I could write him a check, but it would no clear my bank. He got me to lose my mind the minute he threatened me with the vehicle 's reposition, and I will not deny it and used foul language and told him that I would go to Florida and find him. I complained to XXXX and nothing happened, even though he violated the collections ' procedures because the very next day, he called me again. 
Another collector told me to go ahead and turn in my keys. They were stressing me out so bad. 
I sent them emails requesting help from them. Finally, I received an email stating that they are willing to help, and what happened? They sent a tow truck and picked up the vehicle anyway. I had to sell articles from my house, jewelry, and other things to come up with the money. 
The day my wife and I went to pick up her vehicle, the person working for the towing company disrespected my wife, and I was about to XXXX his lights out. They damaged my car. Ally 's representative told me that it was their problem and not Ally 's. 
Doing the math, I just realized that I paid close to {$40.00} for both vehicles all this time and that I am halfway to fulfill the contracts, meaning that I have to pay another {$40.00} making a total of {$80.00}, which I believe that is abusive. 
My accounts were taking off from my XXXX profile, and I also asked them about it, and I did not get any straight answers from them. Had I known not to trust the people involved, I would not be in this problem, nor would I had not signed any contract. All the pressure to sign and get out is unbelievable. Nobody and his right mind would do that.

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 non-monetary relief