Consumer complaint received 2019-03-18
Company: ALLY FINANCIAL INC.
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
I have recently moved from one state to another. It just so happen that the registration on my car expired at the same time the move occurred. I called them and asked them to please e-mail me the title so that I could register my car. This took two phone calls and finally me contacting them on their website to get this done. When I received it I noticed that is was incorrect and my name was not on the title. So i then contacted them and after being on the phone for over an hour was informed that they would overnight the package to me. This was on Wednesday XXXX the XXXX. I was told I would have it by the following Monday. Finally on the XXXX. I contacted them and they continued to put me on hold after being on the phone for over an hour I asked the person if they could please contact me back once they have an answer for me on where my title was. After three hours passed I called back and talked to someone else who continued to put me on hold again and after fourty five minutes I then asked this person if they would PLEASE RETURN my phone call this time once an answer is found on where my title was. The following day I had still not received a call so I called back and this person told me that the title they sent to me had been returned to them on the XXXX for some reason that they would be sending me another one that someone from their department would be calling me very shortly. Again the next day I had still not received a call so i called them back for this person to say nothing was on file that that he would have to put me on hold. I sat on hold off and for a hour and a half for this person to finally tell me that they would overnighting me the title again. I thanked them and thought that was the end. Then the following day i received a call form one of them informing me that they were having to order a duplicate copy of the title that this would take two to three weeks and then they would be sending me the information i needed to get the title fixed so that the title would be in my name with Ally as the lean holder, like it should be. Then once they received it they would call me back and over night it to me again. The problem I have with this is my car registration is out. I am not able to drive my car at all that I am making payments on. I have already been waiting a month and I have another 2 weeks at least that I have to wait for them to even get the title that I dont understand how they lost when they told me it was returned to them on the XXXX of XXXX. I will be waiting nearly two months for this company to do something that should have only taken a few days. I will be paying {$230.00} two different times for this car that I CAN NOT DRIVE because this company has messed up and continue to delay me at every turn. I can not get a job in the new town I live in because I do not have transportation. It is hard enough for me to find transportation for my children and I for the things we have to do such as get groceries and such. I would really appreciate your help in ensuring that I can get the required things needed to register my car and I do not think it is fair that I will be paying for my car for two months that I can not drive my car. My payment are {$230.00} a month. This is me paying {$470.00} for a car that i can not drive because the company i pay will not do ANYTHING in a timely manor.

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