Consumer complaint received 2019-02-08
Company: ALLY FINANCIAL INC.
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Car loan was refinanced XX/XX/XXXX by another bank and a certified bank Cashier 's Check was sent to ALLY for {$11000.00} at the address directed by them. The amount needed for payoff good through XX/XX/XXXX was {$11000.00} plus two additional days per diem of $ XXXX/day was added in order to ensure they received enough funds to pay loan off. Check referenced customer 's name and account number and was endorsed by two bank employees as required by issuing bank. Ally received check and applied on XX/XX/XXXX to loan in order to pay it off. Ally issued a letter stating that loan was paid off and directions on how to obtain clear title, notarized letter stating lien was released, original credit sale agreement marked paid in full XXXX XX/XX/XXXX, and a refund check for the overage of payoff of {$15.00} was sent back to customer. Customer received original title free and clear in mail sometime after and new bank refinancing added their lien to the title at that time. On XX/XX/XXXX customer contacted bank that refinanced car loan because she received a statement showing that she had a payment due to Ally XX/XX/XXXX. This statement also showed that the total payoff was paid on XX/XX/XXXX. Bank that issued Cashier 's Check looked up and saw that check was never cashed but also that it was never returned to the bank. Neither bank issuing check nor customer were ever contacted to say that check was not accepted. Customer called Ally on XX/XX/XXXX reference # XXXX and XXXX told her that check was reversed from payoff and that payment was due however he couldn't get any further information as to why payment was reversed due to payment processing center being closed and to call back Monday. Bank issuing Cashier 's Check and refinancing loan called Monday, XX/XX/XXXX reference # XXXX and was told that XXXX XXXX XXXX refused the check and sent it back to Ally and that Ally shredded the check and never notified customer or bank of issue. Bank requested that a supervisor review and manually send a payoff for the same amount that was sent in XXXX since check was valid and accepted for payoff and that bank issuing check would send a check for the same amount in order to resolve. However, bank nor customer would not send a check for amount now showing due since more interest has been accruing and customer nor bank were never notified that check was refused after they were notified that it was accepted and loan was paid off. Bank was transferred to XXXX reference # XXXX on XX/XX/XXXX who was going to request a supervisor to review in order to waive additional charges after payoff and would send payoff to bank. Payoff was faxed to bank on XX/XX/XXXX for {$11000.00} which is {$180.00} more than what was collected for payoff XX/XX/XXXX when originally received by Ally. Ally was called on XX/XX/XXXX by customer and bank jointly and spoke with XXXX in order to request that the payoff be dated back to when original check was received and that by Ally issuing all the documentation stating that the loan was paid off and not notifying bank or customer that check was sent back to them by their bank XXXX XXXX XXXX that it was harmful and deceitful to charge the customer additional interest and payments after payoff was received. XXXX stated she would send request to a Supervisor and that a Supervisor would call bank back to discuss the payoff. Supervisor never called bank back so again on XX/XX/XXXX bank called and spoke with XXXX at Ally again reiterating the problem and all the details. XXXX was going to talk with XXXX and again send a request to Supervisor to call back bank to try to resolve. No call was ever received by bank from a Supervisor. XX/XX/XXXX bank again called and spoke with XXXX at Ally reiterating the problem and all the details again and letting XXXX know that bank spoke with her on XX/XX/XXXX as well as XXXX on XX/XX/XXXX and that after both of them requesting a Supervisor call to resolve this issue no calls have ever been received back by bank from any Supervisor. XXXX promised to send through the request to Supervisor to call back bank in order to resolve. Still no call has ever been received by bank from any Supervisor at Ally. All the bank that refinanced the loan wants to do is try to get this loan paid off and Ally not only shredded the first check that was sent to them now they refuse to respond to numerous calls from bank and customer. They also want to make the customer pay additional payments and interest on a loan that should have been paid off over a month and a half ago.

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