Consumer complaint received 2022-02-04
Company: ALLY FINANCIAL INC.
State: TX
Product: Debt collection
Sub-product: Auto debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
XXXX My 2020 XXXX XXXX was totaled, which was leased through Ally XXXX Ally sends me a payoff letter of {$47000.00} ( attached ) XXXX XXXX, my insurance company, sends Ally a payoff amount of {$50000.00} XXXX Ally sends me a letter stating I owe {$530.00} ( attached ) On the payoff letter Ally sent me, it explicitly states a Total Other Charges amount of {$750.00}, which is included in the overall payoff amount of {$47000.00}. 

On the letter I recd from Ally on XXXX, it lists Personal Property Tax amount of {$750.00} & a Less Other Funds Received amount of {$210.00}, resulting in a balance owed to Ally of {$530.00}. 

I do not owe Ally {$530.00} as that amount was already captured in the payoff, as indicated in the payoff letter sent by Ally to me. 

Additional background : XXXX I called XXXX to see why Ally sent me a letter stating I owe a balance. They said they show a zero balance and to ignore the letter. If I receive another letter, contact XXXX again. 
XXXX emailed Ally and made them aware of above XXXX recd a collection call from Ally and made them aware of the above XXXX emailed Ally again to restate the above XXXX I contacted XXXX and we made a 3-way call to Ally. They said to send an email to XXXX with all documents enclosed. They said I will receive a response in 1 week. If not, to contact them at XXXX. 
XXXX I never received a response, so called XXXX, ext. XXXX. The representative XXXX said that the person who has access to the email box, a Supervisor by the name of XXXX, was not available. XXXX said she would call me back today once XXXX became available. 
XXXX never received a call back, so filed XXXX complaint against Ally & sent escalation email to XXXX XXXX received a call back from Ally Executive Complaints. XXXX asked that I give her a few days to research and she would call me back. 
XXXX I received a call back from XXXX and she said I owed the money. I explained all the above and she asked that I send her an email with the documents and history. 
XXXX I received a letter from XXXX that included my lease agreement & explanation of charges. This letter basically reiterated that I owed the money. 
XXXX I emailed XXXX again & filed a second XXXX compliant against Ally. 
Week of XXXX recd 3 calls from XXXX with Ally Executive Escalations XXXX called XXXX back. She reiterated the money was owed, but I disagreed. I added that this has been a huge inconvenience, the lack of customer support was abhorrible, that I chose to lease my new vehicle through Ally again, and that no one from Ally asked if myself or my XXXX daughter were okay in the car accident that totaled my vehicle. XXXX stated she would submit for the {$530.00} to be waived. 
XXXX received a collection letter from XXXX XXXX XXXX sent dispute letter to XXXX & included payoff letter from XXXX & the account settlement letter from XXXX. 
XXXX received a letter from XXXX stating they enclosed the information I requested. First of all, I didnt request anything ; secondly, they enclosed the same letter I sent them, which was the account settlement letter from XXXX. 
XXXX called XXXX and left VM, but no response XXXX called XXXX and spoke with XXXX XXXX reiterated history of issue & he sent in second dispute XXXX emailed XXXX for third time

Company response to consumer: Closed with non-monetary relief