Consumer complaint received 2018-11-29
Company: ALLY FINANCIAL INC.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
To whom it may concern I am sick at tired of companies like ally financial threatening me as the borrower for a repo with my car. And denied any type of assistance they are very very strict. They have humiliated me several times and discriminated me several times just today I received a phone call from a lady I dont exactly remember her name as we spoke, but she was very rude and ignorant. I tried to explain her my financial hardship situation as they were aware of it in a app message I sent them with pictures of my grandmother new XXXX and been hospitalized would have actually help me by providing them pictures so that they know that what Im saying isnt false. That everything Im goin thru at this time is affecting me with my payments. not only that but I told them my hardship situation and that I had hours reduce at work and that I was struggling to make my payments due to my financial hardship situation related with my grandmother health and getting less hours at work. At first I tought she would be nice and perhaps for once they would listen to me rather than denying me for assistance I was happy that finally after more than 2 weeks going to 3 week finally someone had contact me regarding my financial hardship situation and possibly find a solution for this matter, I tought ally would help me out and offer me to extend 2 months so that I can be current with my payments I first want to mention that they have help me before my grandmother health been going on for 6 months to 1 year but it is not my fault that things got worse and that my grandmother health is not getting any better since she is still hospitalized and under medications etc and all that isnt not free. It is very sad that such a great company like them are refusing to help me and to give me an opportunity by extending me 2 or 3 payment past due at the end of the loan so I can become current. They know what Im going thru at this moment which brokes my heart and they refuse to give me any help and are threatening me to pay all the past due amount in difficulty times like this one at this moment. Rather than help me out they most likely they want me to loose my car and possibly they waiting on giving me a repo on my car they are not giving me any options at all this people just want money money money.

I wish they understood my concerns and wish they honored me a work kit option I need assistance now they help me out before and I know they can do it now manager or supervisor can actually re write and extend the past due payments at the back of the loan. They have humiliated me what are they waiting for me to tell them that soon my grandmother might pass away if I dont continue helping her out she is the most important person for me right now and I want her to live that is why I want ally to help me get the extension. Yes again if they dont help me than who will I cant refinnace becUse they do t offer that option I wish they can reduce the late fees as well. Times like this is wen I need my them to help me out S I intent to get caught and get current with my payments. The representative I spoke to said that I need it to pay 2 payments and how on earth would I get 2 payment we are talking about 1,000 approximately I know Im behind ally and that is why i come to you to help me out. Not for you to denied me and humiliate me by your representative that are rude and ignorant that they dont care about people emergency people financial hardship. 
I feel like ally representatives like to discriminate XXXX XXXX  and humiliated them too. 
I want s resolution I dont want to get. Repo I need assistance now.

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