Consumer complaint received 2020-01-23
Company: ALLY FINANCIAL INC.
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
This is emails in which I have submitted to Ally over the course of time since receiving the first letter about a late fee. 


Re : Late Fee CASE : # XXXX To Ally Auto XX/XX/XXXX Again this has been going on for several months now it is under the name of XXXX XXXX and XXXX XXXX XXXX Account number of XXXX I am uncomfortable with putting the vehicle Identification number on here which you should already have from this account number. I have since spoken with a XXXX who states he is a floor supervisor and XXXX XXXX in XXXX XXXX  on XX/XX/XXXX at XXXX XXXX. XXXX refused to give me any corporate information he stated he had to send it up to the next chain of command and that he could not give me Corporate information until it went there. XXXX had me on hold for 27 minutes as he stated he needed to read the notes I asked him if he could contact XXXX in XXXX XXXX with the ID no # XXXX to let me know where the secure email he was to send to me stating this account was paid in full. XXXX stated to me he was not going to contact XXXX but I could I said if I knew how to get in touch with someone that worked for them trust I would. I further explain that I was at work at the Department of Justice when i received that call and if need be I have a witness to the phone call as it was on speaker and they would be willing to sign a affidavit to the information of this account being paid in full and that a secure email would be sent. XXXX said he would speak with his supervisor and give me a call back that has yet to happen as it is now XXXX XXXX  on XX/XX/XXXX. 

From Ally Auto XX/XX/XXXX Hello, We received your request for account information. We're unable to complete the request at this time because we can't locate an auto account in your name. 

Please reply to this message with either the full 12-digit account number or the complete 17-digit Vehicle Identification Number ( VIN ) of the vehicle. 

Sincerely, Ally If you submitted more than one request, you may receive additional responses in a separate message. 
To Ally Auto XX/XX/XXXX Hello, Hello yet again I sent this message originally back in XXXX with no repose : and now in XXXX with the same generic message to call your office in which I have done numerous times I called on XX/XX/XXXX @ XXXX XXXX  eastern time and was told someone would call me back here it is XX/XX/XXXX @ XXXX XXXX  Eastern time and no phone call as of yet!!!! 

I spoke with a Customer service representative on XX/XX/XXXX @ XXXX XXXX  by the name of XXXX he stated he was in XXXX XXXX and his ID number was XXXX. he indicated he was sending me a secure email stating that the amount of {$1000.00} WAS PAID IN FULL. I have yet to receive that secure email and I spoke with a representative who indicated he was a supervisor stated that I made no such call that the only call you guys had was me speaking with XXXX on XX/XX/XXXX at XXXX XXXX  where in he offered {$34.00} dollars off what is showing to be late fees. Which is why I called back on XX/XX/XXXX because I was told that is not right and that is when i was told by XXXX it was paid in FULL. I have a recording of that actual call if needed because I still as of yet to receive said email reflecting said conversation that Ally system showed it paid in FULL. I can be reached at ( XXXX ) XXXX  anytime after XXXX Monday thru Friday and anytime on Saturday.Thanks in advance and expect a response ASAP and not an email saying to call you guys because I have already done that numerous times to try and resolve this matter. 

I am again reaching out to you guys in regards to this matter as I spoke with a representative by the name of XXXX who hung up on me when I gave him documentation of my call with XXXX stating it was a misquote. It is now XX/XX/XXXX and I have receive not one proper response other than to be hung up on by a representative for asking for who I can send a FOIA request for the actual phone call with XXXX since I was told the call never happened. I would appreciate someone contacting me ASAP in regards to this matter. I received a letter stating I did not contact you guys, but I have constantly contacted you guys in order to resolve this matter.

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