Consumer complaint received 2018-01-08
Company: ALLY FINANCIAL INC.
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I contacted Ally financial at XXXX the beginning of XX/XX/XXXX, stating I was in the hospital for 3 almost 4 months and that I was waiting on my XXXX XXXX XXXX from work and that I also was going to get a loan from my 401k to pay my car payment to catch up what was past due. They understood and I was in constant contact with them. I called them XX/XX/XXXX stated I received a check from work and that I was going to XXXX XXXX per their request and was going to make a payment of {$2500.00} but I did not know the fee to do so was {$9.00} so I made {$2400.00} payment. I never done XXXX XXXX before so, I was very nervous about doing the payments this way. I made the payment and was given a track # XXXX and the clerk said it was sent. I called Ally Financial on XX/XX/XXXX and asked how much was left that I needed to pay on the car to be up to date on my payments. They said they sent the money that I sent XX/XX/XXXX back because it was not the correct amount and so, I needed {$4100.00} now to be up to date on my payments. They also said, that they tried contacting me when I called them stating the amount I was making was n't going to be enough. I got off the phone with them contacted XXXX XXXX at XXXX and the operator stated that Ally Financial indeed did receive the money. The operator said she would resend the money if that was the case and that she would make a note about the issue and she got clearance from her supervisor. Well, I contacted Ally back and told them what XXXX XXXX had stated and the person from Ally stated they do not have the money. I said, well XXXX XXXX said they will resend it and that you should receive the money in 24-48hrs. I also, told Ally XXXX XXXX said if they are okay taking 2 separate payments they would do 2 separate payments. Ally agreed to take separates payments. I said I am going to send the rest that you said is needed so it will get to you at the same time you get the other payment. I sent {$1600.00} through XXXX XXXX tracking # XXXX and I thought I was caught up on the payments. XXXX XXXX. I woke up to my car being gone. I thought it was stolen and I was going to call the cops but something told me car Ally first and ask if they took the car and I did and they said yes. I was upset because all my belongings are in the car. My grandson 's carseat, my work I.D., my GPS everything. I had no clue they were going to repossess my car. I did not get a letter nothing. The repo company did not knock on my door, nothing. Ally gave me a number to contact the repo company XXXX to try to get my personal belongings back. I called them and they took my name and number for a XXXX to contact me. XXXX contacted me stated I have to make a appointment to get my belongings. I made appointment ( but unfortunately have to try to find a ride ). The Repo place is an hour and half away.XXXX XXXX XXXX , XXXX Pa XXXX phone number XXXX. I contacted XXXX XXXX again and requested a refund of both transactions. I feel this was a wrongful repossession.

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