Consumer complaint received 2021-01-31
Company: ALLY FINANCIAL INC.
State: OK
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
My husband wrecked his vehicle XXXX XXXX XXXX in XX/XX/XXXX. Up until then we were current on our truck note to Ally Financial Bank. The truck was rendered totaled by the insurance. We also notified the bank of the wreck. The bank Ally Financial gathered information from my husband that they needed to file with GAP so what our car insurance did not cover GAP could pick up and finish paying off the loan with Ally. My husband sent in the items requested for the bank to send to GAP which consisted of Affidavit of Accident ( Notarized ), Gap cancellation Request form, Gap claim checklist, a copy of the insurance company 's settlement check, and a copy of the official Police Report. We informed Ally Bank ( this had happened to us before ) we had received a letter from Gap stating if they did not receive all information they requested within 90 days they would not pay the remainder of the loss. Ally assured my husband they had everything they needed and it had already been turned in to Gap and everything would be taken care of. On XX/XX/XXXX we received a letter in the mail from Gap stating they did not receive everything they needed and was therefore relieved from their duty to pay off our vehicle. My husband again called Ally and informed them of the letter we received from GAP and they stated no they had it taken care of. When Ally started calling us wanting payments again around XXXX of XXXX my husband informed them they had said they had taken care of the payoff with Gap but received a letter stating otherwise. We then started receiving bills again in the mail from Ally for the totaled truck. I started making payments again on the truck since they did not take care of the issue with Gap. I sent a check for {$530.00} on XX/XX/XXXX. I also went on credit karma and filed a dispute because I felt like we were having to pay for something that Ally stated they had taken care of with Gap. After filing the complaint I no longer received another bill in the mail from Ally but there was a negative remark on my credit report from them stating " {$4000.00}, In Collections/ChargeOff, Account Status Derogatory, Charged off as bad debt Dispute resolved ; customer disagrees Closed XXXX XXXX '' Now I have started receiving a bill from their collections department. I had spoken with Ally prior to the collections and informed them since they had our conversation recorded then they should be able to pull it up and see where they informed my husband they had stated they had all the information they needed for Gap and that we no longer had to make payment since the truck was totaled Gap would take care of it. They said we are still liable and it would effect our credit if we didn't pay so that is why I started making the payments again XX/XX/XXXX. Then I never received another bill from Ally Financial after my payment and they added on my credit report they wrote it off and put negative remarks on my credit and sent it to collections.

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