Consumer complaint received 2019-06-03
Company: ALLY FINANCIAL INC.
State: CT
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:
On XX/XX/2019 I used Ally.com secure email to submit a request for an official title to be used to register my car. I provided the form from CT DMV with all the details and address to send the official title. 
On XX/XX/2019 I received a secure email with a non-certified photocopy of my title. So I emailed back that I needed them to send a certified copy to the DMV as originally requested. I provided the CT DMV form again at that time. I also called and asked to be connected to the Title Department and I spoke to XXXX who reviewed the record and said there was confusion as to a certified title and an official title. He agreed to send and official title overnight to me and he said I would receive a XXXX XXXX  tracking number once this was complete. 
On XX/XX/2019 I called Ally to inquire the status of my request. I was told there was no request on record so I made a verbal request and was told the title would be mailed and a copy would be emailed via secure email. 
On XX/XX/2019 I did not receive the copy so I emailed them again. They responded that they mailed a certified copy on XX/XX/2019 and again of XX/XX/2019. I replied that I had received neither but needed an official title mailed to the CT DMV. By the end of the day, I received nothing so emailed them again, reiterating that I need them to send the DMV the official title. 
On XX/XX/2019 I had a call from my daughter who lives at my prior address saying that she received a photocopy of a certified title dated XX/XX/2019. This can not be used to register my car. 
On XX/XX/2019 I received a secure email asking me to call Ally to discuss my complaint. 
On XX/XX/2019 I called the number and reached customer service in the XXXX and was asked to provide my account number, address and last four of my Social Security number before they could transfer my cal the the Title Dept. I asked for a supervisor and spoke to XXXX who said the main office would not accept unverified calls. I told her I would provide my account number but not anything further and asked for her to provide me with a direct dial number for the title department. She left me on hold for an extended period of time before saying she was not allowed to provide me with that number. I attempted to find the number myself online and called the main number for the XXXX MN office, however, the phone only rang and rang and no one ever answered. I attempted to chat to get a phone number and received an auto-response that I was 9th in the queue. After getting 6 notifications that my call was important, I gave up waiting. 
I sent another secure email asking them to phone me so we could discuss this and I am still waiting for a response. 
As you can imagine, after two weeks of waiting, and numerous attempts to request it, I am anxious to receive my official title and register my car. I am frustrated that I can not get this company to provide this document as I requested. While they have sent photocopies to me and my daughter, they have not provided a single official document to me or the DMV so I am still unable to register my car.

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