Consumer complaint received 2017-10-03
Company: ALLY FINANCIAL INC.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Purchased a XXXX XXXX XXXX from XXXX XXXX, which was financed thru Ally Financial Bank in XX/XX/XXXX. Just recently, in XX/XX/XXXX or XX/XX/XXXX, the vehicle was stolen. In an attempt to file a police report, we were told that the vin number provided was not registered for a XXXX XXXX, but in fact was registered for a XXXX XXXX. In contacting the Ally Financial and speaking with the customer service and customer resolution team, they offered no assistance in attempting the resolve the issue. We told them on many occasions that a fraudulent title had been issue with the correct information and the insurance company, XXXX XXXX, needed the title corrected in order to total the car. At that time they REFUSED to comprehend or assist in any manner and CONTINUED to DEMAND PAYMENT on a car they had ILLEGALLY been charging interest and demanding payments on a vehicle they did not have a LEGAL title for. Since we could not get any assistance from the finance company, we contacted the dealer, in which they did not want to assist and advised that they were not managing the company when the car was purchased. In the mean time of trying to figure everything out, we continued to be harrassed by Ally Financial to continue make payments on the car. The insurance company would not pay off the car and we were stuck trying to figure out what to do. Consulted with an attorney, who eventually reached out to the dealer, and was advised that they were working on the issue. The dealer took almost 60 days to fix a title and we were being harrassed to pay {$400.00} for a car note, {$350.00} for insurance. When title was fixed, the insurance company totaled out the vehicle. In the midst of all the paperwork being completed, the car was found and advised to all parties. The insurance at that time did not know if they were going to total or pay out the vehicle. The contacted an " unlicensed '' appraiser who quoted the appraisal of the vehicle at {$1600.00}, which was cosmetic repairs. Throught this time, continued to fight with the Ally and XXXX XXXX becuase we could not understand how we needed to continue to pay for a car we did not have. We live on a budget and do not have extra funds to pay for something we dont have. Car was repaired by XXXX XXXX, however after a day of receiving the vehicle, the car started making a roaring sound and is NOW BACK IN THE SHOP FOR REPAIRS. Spoke to a guy named XXXX XXXX who helped in getting account caught up in good standing. He made arrangments to get an extension on the account and to also advise us that he would waive the late fees and dispute the incorrect reporting to the credit bureaus. Contacted XXXX XXXX on XX/XX/XXXX and advised us to contact Customer Care to assist in disputing the late fees and the credit report. The first initial rep said the max we could dispute is {$75.00} and I was VERY UPSET about that and transfered me to Customer Resolution who then XXXX me and my wife off. I can not understand how a company contracts services out to off shore companies to deal with US consumers and issues and can not transfer me to someone in the states. Her name was XXXX and advised that we COULD NOT AND SHE WOULD NOT dispute any late charges or the validity of the credit report that was reported during the time we had issues. We gave her the long story that we continue to haunt us and is a nightmare for us, but she could not understand and had no knowledge of how the company she works for can demand payment from a consumer who initially had a fraudulent and invalid title. What Ally needs to understand is that the contract that was signed for in XX/XX/XXXX was for me to purchase a XXXX XXXX and for them to request payments and any fees for a XXXX XXXX, but they had a title and paperwork applied for a XXXX XXXX.

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