Consumer complaint received 2018-11-13
Company: ALLY FINANCIAL INC.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
To whom it may concern I have contact ally and explained them my financial hardship situation thats been going on for about 12 months or a bit less.

I have emailed them a request for assistance to help me get an immediately extension for 2 month so that it can help me get back on track with my payments once for all.

I know and understand they have help me several times and Im very thankful because they always been there for me on hard times.

I am really sorry that I have to go thru this again and ask them for help again. But unfortunately my grandmother health has been my major financial hardship situation and problems with her health as she is an elder lady of XXXX  years old.

In my request I mentioned Them all of my concerns and submitted pictures of her recent XXXX  and aware them of the cost of everything we been thru and the cost of her XXXX  and medications and her appointment they are not free. 
They froze my account last month of XXXX and I had to use XXXX XXXX XXXX XXXX because they couldnt allow me to use my mobile app to make payment since the car was ordered to be repossessed. 
I had no choice but to ask my landlord for a loan to pay them a month payment of XXXX by not doing it my car would be repossessed. 
I know they help me several times already but that doesnt mean they have to treat me bad or denied any help options or alternatives since I have been on time most of the time within the past 3 years this year has been the worse for me as I been having a lot of problems under the circumstances that my grandmother health is causing at this time but her life is first I also stated that I been working less hours at work but its only a temporary thing it always slows in winter time but the most important thing is to communicate with ally as my loan service and see my payments Alternatives before taking any actions against me as Im experiencing difficulties with my financial needs difficulties with my grandmother health. 
It wish ally had more affordable payments and wish they even lower my payments without having to refinance or going thru. Rewrite department. 
The way they help people out can sometimes denied you help wen ur struggling beacause of a family emergency in this case my situation. 
Some times I feel like they dont believe me and might thing that Im a lier but this is really happening people and as much as I try to become current Im always a payment or two behind and as I explained my self to them most of the time they dont care and the representative will be well it not guaranteed that they might help you or give you and extension. 
It is my priority to keep my car and get caught up and make my payment in time. 

This situation has also generated late fee charges and its ridiculous gone up to XXXX or more in late fees as they been generating. 
Im begging ally to accept and help me get 2 months or 3 month extension to get current even if they add all the past due Yo the end of the contract I know those payments can be paid at the end or if any other best way or option even better. 
Only if interest for a 12.19 % Ive paid about a good XXXX on interest if not maybe more. and for the first 3 years I never failed Any payment since I didnt had any or much family health issues or financial hardship situation like right now. I know they can help me find a way so that i wont be panicking on how to become current in a small period of time since they make me panic and i feel stress out thinking Im going to loose my car. Also a lot of things have been replaced in my cAr I was very disappointed that XXXX   XXXX denied me to fix the repairs while my car had a manufactured warranty that cover the repairs I did but they refused to do so that cost me money out of my pockets money that could hVe been used to pay my car payments etc. 2 times they denied me the warranty parts insurance I had they didnt value it I end up paying XXXX for two sensors and replaced the battery twice everything should have cover me with the warranty insurance I had. 
Now the most important tia to ask ally for help. 
Help me get current I recently made a one time payment of XXXX thru XXXX XXXX XXXX XXXX on XX/XX/2018 Im behind 3 payment please help me by adding this past due amount added into the loan and possibly have those 3 month payment dude by adding them to the loan by extending the months

to 3 more months payment addd to the end of the contract or any better solution. Help me now before my car can ho to re
ppo as Im trying to avoid it

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