Consumer complaint received 2019-06-15
Company: ALLY FINANCIAL INC.
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
My truck was repossessed. Ally took my {$2800.00} redemption money to get it back, I went to the impound lot in XXXX XXXX, AR to pick it up and it was gone! I called Ally and was only able to speak with foreigners who told me they had it picked up and sent to auction by MISTAKE anyway. " A series of unfortunate events ''. All they did at that time was give me phone numbers to different auctions in OK, TX and TN to try to locate the vehicle MYSELF and be expected to go out of state to get it MYSELF and only told they could send me an email complaint form. I called EVERYDAY with no result. My girlfriend who has worked at a car dealership for 13 years even exhausted all her contacts at Ally, still with no help or result, we posted on XXXX and received replies but no result, only messages to call the same phone number or that they had our information already. We even found the names of high ranking people at Ally, I emailed the CEO of the company and got no response. For 16 days they didn't know where the vehicle was and getting XXXX help from them or the company who wrongfully picked the vehicle up without notice when payments were current. I definitely was not ever provided notice of the car being sent to auction, which is a state law violation I believe. I eventually located the vehicle myself with the help of an XXXX from XXXX of the auctions I contacted. Turns out the truck was sent to a different online auction than the phone numbers I was given. I then took time off work and spent my own money to go to XXXX, TN only to get there 10 minutes too late & have to miss work again the next day and spend more of my own money to go back to get it again. The truck was missing and gone for 17 days from the time Ally took my {$2800.00} redemption money. I had no ride to work and had to pay people to bring me to and from work each day. I was loaned the money from my job so it also made me look like a real jerk at work after asking for the money from my job to get my truck back, then continuing to show up there for more than 2 weeks with no truck. The transport company who picked up the truck from the impound lot were rude and unhelpful as well in trying to locate it. In the 17 days that my truck was gone, Ally took my money and wrongfully took my vehicle at NO time did ANY ONE EVER offer me a rental car or offer to credit my account for services not rendered. Only a couple of people I talked to even seemed sorry about it, but sorry or not NOTHING was done about it! Seeking monetary compensation and will be forced to get an attorney if this isn't rightly settled. My credit report also shows the repossession, my friend also missed more than 1 day of work to drive me to XXXX to get the vehicle, my girlfriend & I have spent a considerable amount of time in trying to deal with this problem & research what to do about it. I was told by the auction when I went to pick the vehicle up that " this happens all the time '' and that " if I had not gotten there that day to pick it up it would have been sold. '' The Arkansas LAW contract states that they can resell it if it's repossessed but I get the feeling that maybe that's what they had hoped would happen ; withhold the location of it long enough for it to be sold then charge me for the contract balance anyway. Please help. It's been a bad ordeal for myself, it isn't right and we want justice. Thanks so much!

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 monetary relief