Consumer complaint received 2023-12-01
Company: ALLY FINANCIAL INC.
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I purchased a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I expected to finance XXXX XXXX XXXX XXXX as that was what we had discussed prior to me going from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX When signing the documents with the finance manager XXXX he was quickly discussing warranties. I had been told by the sales rep that the dealership " gives '' you a warranty of sorts so the process had taken HOURS and he was going quickly and I was XXXX engaged because I had to get back to get my child and get to work. The final paperwork showed a financed amount of XXXX XXXX and I was SHOCKED!!! I didn't say anything at the time to XXXX. When we were leaving my mother told me the difference was the extended warranty that was right at {$6100.00} that I didn't want. They told me I had 5 days to return the vehicle for any reason if I wanted to. I didn't want to return the vehicle at the time, but I did want them to remove the extended warranty. On XX/XX/XXXX I called XXXX and explained the situation with the extended warranty and that I didn't want it. He of course tried to get me to keep it, but ultimately said he would cancel it and send the information to Ally the finance company to issue a credit on the loan. He stated when I got my paperwork from Ally it would reflect the credit for the extended warranty. XXXX did absolutely NOTHING!!! 
My first payment was due to Ally on XX/XX/XXXX. As of XX/XX/XXXX there had been no credit issued. My mom who is a co-signer on the loan with me went to social media as XXXX isn't registered with the XXXX to voice our issues. She received a call that day from XXXX - XXXX XXXX at XXXX XXXX XXXX stated we had to go to the dealership website to cancel the warranty. I argued that with him as no one had said that up to that point and we had been through it with XXXX & ALLY. XXXX stated if I would do that he would expedite the check to ALLY and it would be credited within 7-10 business days. ALLY agreed with that comment. 
That check was sent to Ally on XX/XX/XXXX, XXXX # XXXX for {$6100.00}. As of today that check has not been credited to my account. 
The dealership also calculated the tax & tag too high and the check to the DMV had to be returned 3 times. There was on overpayment of {$600.00} that was also to be sent to ALLY for a credit to the bottom line. That hasn't hit the account yet either. 
The intent all along was to refinance with my credit union for a better interest rate. Today I decided to go ahead and deal with the credit union as I was getting NO satisfaction with XXXX  or ALLY. When running all the figures the credit union tells me they can't refinance because the Loan to Value was in excess of 120 %. Obviously if those credits were on the account this could potentially be rectified. 
We are so tired of dealing with this mess. It's been going on for nearly 3 months and enough is enough.

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