Consumer complaint received 2017-09-23
Company: ALLY FINANCIAL INC.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Presently, I 've worked quite well with them in paying them after they were forcing payment, but I worked even better with XXXX XXXX in reworking our arrangements to allow me to pay that portion of the loan back later. XXXX XXXX helped me to get the money to put down on the car. 

This vehicle was being used for XXXX, however there was an issue with titling and then XXXX disabled access to continuing doing self employment to pay for the car. 

Along with that setback, we were in the process of getting a new job after our previous employer had to terminate our contract. 

We sent a letter to the company, as well as to XXXX XXXX and was told that we could rework the XXXX XXXX loan because they actually got the letter. 

The same letter was also sent to the three credit bureaus. 

The company, Ally Financial, stated that they did not get the letter and that they are a business, they do not respond to letter inquiries in the postal mail, further, after the conversation about this and speaking with about 4 different representatives, we finally got someone on the line who we had to grill about what we were attempting to convey ( in the nicest way possible ) that we would pay them, yet we needed to rework our loan as they did not on the previous phone calls, nor did they correspond to the letter that was sent. 

I further sent money to them via XXXX to bring the arrears partially current in their system and get reactivated on their online payment system, so I could just pay them from my bank account or credit/debit card. 

Presently I 'm awaiting a payment from XXXX XXXX  and my bank account is negative XXXX cents, but I expect there to be additional funds after the XXXX games this week before playoffs and if they make the playoffs, I further expect additional time at the games, where I can work additional hours and bring all arrears current or at least one payment behind. 

The present arrears and the current pay schedule do not allow for the car registration and the arrears to both be paid at the same time. 

I also will be unemployed after the final games and have been looking for work even before this point by going to the XXXX Division of Employment Security office downtown on XXXX XXXX, have completed testing to further my career options with XXXX and have also as of today, followed up with three job opportunities. 

The previous week we did followup with our previous employer and would have to move into the area, which we have followed up on a matter to move there just for that case, so we could resume making XXXX an hour with that employer. 

The treatment by the representatives may not have been the nicest, but I can agree they were effective in at least showing that they were serious about us paying them the money owed and sticking with the commitment to pay. We never, even now, feel the need to skip out on payments, we have additional obligations we have to meet, and have to actually have our paychecks come to us, as we were supposed to already have been paid for about a weeks worth of work and have not gotten such yet. 

Lastly, we are receiving XXXX income which is fixed, but it is manageable if the payments are rearranged. WE have been attempting to stay in touch with the company, but not up within their rear ends about everything as they were calling our leasing office ( who happened to let them know they could not continue to call them regarding these matters ). 

I 'm working to get my entire financial course corrected and previously was living on the streets and even sleeping on someones couch, then sleeping in the car, just to make sure I could maintain my job which was over 100 miles away ( at the time that I had it ). I 'm looking to ensure I can pay, as the conditions may have seemed harsh, but I did get the opportunity to see some beautiful scenery, in some not so pleasant conditions if you do n't have the suitable clothing for such an occasion. 

Present copy of document sent is with XXXX XXXX, I will upload a copy of the document Monday or sometime next week after returning from XXXX XXXX, they also could send the document to you all if that would work smoother, they are quite reliable when it comes to working with people and getting accounts paid. 

I further have gotten a letter for XXXX and have also sought legal counsel & even had to reach out to the Missouri Attorney General for help ( has open inquiry into matter ). With XXXX XXXX XXXX, the vehicle that has the loan on it, has a faulty transmission and is potentially going to be recalled .... I will not be paying for a vehicle I can not utilize to earn a means of living. 

I got involved with a lender unknowingly that was involved in the mortgage crisis as well, so I 'm just hopeful they will be more lenient and not seek bailout funds, but not help myself or other consumers who may have similar issues .... I appreciate their online portal, its actually very sleek. 

Here is a conversation that was saved to XXXX XXXX  on the computer, this was before calling in and reaching the people about paying the arrears, " Ally Info at XXXX, XXXX XXXX : Welcome to Ally 's Live Chat. Thanks for joining us! A Customer Care Associate will be with you in a moment. You are number 3 in the queue. Thank you for waiting. 
Info at XXXX,XX/XX/XXXX : We 'll be right with you. Thanks for your patience! You are number 2 in the queue. Thank you for waiting. 
Info at XXXX, XX/XX/XXXX : You are now chatting with 'XXXX XXXX XXXX at XXXX,XX/XX/XXXX : Thank you for chatting with me today. How can I help? 
XXXX at XXXX, XX/XX/XXXX : Great Day XXXX, I sent in a letter via US mail regarding m late account payments and arrears. I was hoping to hear from these individuals about working on rearranging the payment schedule and getting my account up to date .... at the same time, I wanted to discuss what to do if the vehicle is defective and how that effects the entire account as a whole including the lien and arrears? 
XXXX at XXXXXX/XX/XXXX : Hello. Welcome to Ally Chat Service. 
XXXX at XXXX,XX/XX/XXXX : Thank you for the information. I can definitely assist you with that. May I have your full name so that we can pull up and verify your account. 
XXXX at XXXX,XX/XX/XXXX : Yes indeed. XXXX XXXX XXXX XXXX at XXXX,XX/XX/XXXX : May I ask for the year, make and model of the vehicle please? 
XXXX at XXXX,XX/XX/XXXX : Yes Sir, XXXX XXXX XXXX XXXX XXXX at XXXX, XX/XX/XXXX : Just to make sure I pulled up the right account, may I ask for the last 4 of the SSN Social Security Number and your address please? 
XXXX at XXXX, XX/XX/XXXX: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX XXXX at XXXX, XX/XX/XXXX : Thank you so much for verifying the account. 
XXXX at XXXX,XX/XX/XXXX : Upon checking in our system this accounts is now handled by our account specialist. You may contact your account manager to provide you the necessary attention needed for your concern. Or you may contact our customer service over the phone at XXXX to further assist you. 
XXXX at XXXX,XX/XX/XXXX : Is there a direct number to this specialist, as I have to work on getting to some kind of phone, right now I do not have one with me? 
XXXX at XXXX,XX/XX/XXXX : Also, do you know if they got the letter I sent? 
XXXX at XXXX, XX/XX/XXXX : Let me further check in our system. 
XXXX at XXXX, XX/XX/XXXX : When did you sent the letter so that I can check from one of our department? 
XXXX at XXXX, XX/XX/XXXX : It was a little over a week ago, might have been a bit longer .... I do not know the exact day at this present time, or at least I 'm not allowing that awareness to popup in my brain .... 
XXXX at XXXX,XX/XX/XXXX : Please allow Ally to received your letter, the timeframe for mailing time is 3-5 business days, I already checked in our system we have n't received any paper works or any documentation on your account. 
XXXX at XXXX,XX/XX/XXXX : I can provide you a direct number to call who handles your account, the number is XXXX. 
XXXX at XXXX, XX/XX/XXXX : Thank you, is there a name of a person to speak to? 
XXXX at XXXX, XX/XX/XXXX : Any account specialist will be more than happy to help you regarding your account, here in Ally Chat we do have limited access to your account. 
XXXX at XXXX,XX/XX/XXXX : You 're welcome. Is there anything else that I may assist you with? 
XXXX at XXXX, XX/XX/XXXX : Rest assured, XXXX. That I will properly notate and document your account, regarding your concern for today. 
XXXX at XXXX, XX/XX/XXXX : Is more why I asked who that account " specialist '' is who I need to speak with ....? So any account " specialist ( s ) '' can help? 
XXXX at XXXX, XX/XX/XXXX : Yes, there is already an indication on your account to the right department. 
XXXX at XXXX, XX/XX/XXXX : okay cool. I will try to get to a reliable phone today and call, thank you much for your help my friend./ XXXX at XXXX, XX/XX/XXXX : You 're most welcome. It 's my pleasure to be of help today. Thank you for chatting with us. Take care and have a wonderful day, Here in Ally, you 're in good hands. Good-bye for now. 
XXXX at XXXX,XX/XX/XXXX : Please remember we are here to assist you with your online needs at Ally.com/auto or by phone at XXXX ( XXXX ). We value your feedback, please click the " X '' button at top right to answer a few questions about your experience with us today. 
XXXX at XXXX, XX/XX/XXXX : I hope everything will be alright. Thank you for chatting. Good-bye for now. 
"

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