Consumer complaint received 2023-01-13
Company: ALLY FINANCIAL INC.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have my XXXX XXXX XXXX leased through Ally Financial, when I first got the truck, my first payment, I sent in {$1000.00} ( two {$500.00} money orders ), a couple of weeks after I mailed in my first payment, I got a call from Ally Financial collections stating that I owe another {$500.00}, and their reason was because their machine tore up the second money order. So I went ahead and paid it, because Ally Financial felt it wasn't their issue and if I wanted my account to remain in good status, making the extra payment was the ONLY way to do so. 
I made the payment with a credit card, and then Ally Financial told me about the online payment method using XXXX. 
From that moment on, I started making my payments using the XXXX system, and I had no more problems, until the end of XX/XX/2022, where I get a phone call from Ally Financial collections again, stating I have 3 payments missing, I went and pulled those transactions from my bank and sent the proof of payment to Ally Financial and asked them to do an investigation on those payments. I spoke with numerous managers within Ally Financial and all of them ended the conversation stating they would get back with me, and no one has called me back, instead I have been getting harassing calls every morning since XX/XX/2022 from Ally Financial collections department threatening to come repossess my truck if I don't back the past due balance. Each time I have had to explain to them over and over again that I have sent over my proof of payments via fax, to the numbers provided by a manager I spoke with, they too would end the conversation stating someone will be in contact with me.. yet no one calls, just the collection department.

Finally I spoke with someone in a different department within Ally Financial and she provided me with a contact for XXXX, and suggested I speak with them about the missing payments. I called XXXX, spoke with their representatives and they provided me with transaction numbers for each missing payment, and stated they would not have a transaction number if the payment didn't go through, and they the issue was with Ally Financial. I called Ally Financial back, and they suggested I reach out to the bank because the transactions are reading as cancelled in their system and suggested I call the bank because they may have placed a cancellation on the payments, I called the bank, got two letters from them stating the funds had been released from the account to XXXX XXXX XXXX. I provided the letter from the bank to both Ally Financial as well as XXXX, and no one has responded to it. 

In XXXX I received a demand letter from Ally Financial that I needed to pay the past due amount ASAP or else they would be repossessing my truck ; with no resolution thus far, I just went head and paid it, with another request that they, Ally Financial, open an investigation on my previous payment and refund me back the additional payment I just made. 

I went to check my credit score and I notice Ally Financial has me listed down as missing 4 payments, which has dropped my credit score dramatically, and I feel that is not right to me, because I have provided all my proof that they initial payments had been made, and it seems as though no one is looking into these missing payments, and its not right that I have to yet again, pay extra car payments that have already been paid, without any resolution as to what happened to my initial payments.

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