Consumer complaint received 2018-11-10
Company: ALLY FINANCIAL INC.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
In XX/XX/XXXX I leased a XX/XX/XXXX XXXX XXXX for a term of 39 months. On XX/XX/XXXX I traded in the XXXX  early with a promotion the dealership was offering. The agreement was that the remaining lease obligation would be paid off and I would lease a new vehicle. On XX/XX/XXXX the saleperson requested and received a payoff quote for the amount of XXXX. The quote states " the maximum amount the lease will owe, assuming no excess wear charges ''. This quote amount was valid until XX/XX/2018. The dealership paid the XXXX on XX/XX/2018, before the expiration date of said quote. In XXXX I received a letter from Ally stating that I owed XXXX??? ( I do not have the statement available to me right now to verify exact amount ) that wasn't covered. I immediately called the dealership and was originally told that the dealership did not pay the correct payoff amount and that I should either pay the amount to Ally or I should ask the dealership to pay the remaining balance on my behalf. 
After speaking to the dealership, I was advised that this was a mistake on the part of Ally and documentation was provided to me showing the payoff amount and that amount paid out to Ally. When I called back to Ally to resolve the issue I was then told that I missed the payment sue on XX/XX/2018. I informed them at that time that the car was turned into the dealership before that payment and that was to be included in the final payoff that was submitted by them to the bank. Why would I pay a payment for a car I do not have and had already been closed out based on their quote? Upon further phone calls they then changed their story to I missed the XX/XX/2018 payment. At that time I asked  them to send me a list of all the payments that they had received from me. After numerous requests for this information I was finally emailed this information. A few days later after the receipt of this email, I called back and asked to speak with the department head. I was placed on hold and was never transferred. I then emailed asking that I receive a return call from the department supervisor, which did not happen. The documentation that they provided to me shows that they in fact acknowledge receiving EVERY SINGLE PAYMENT up until the lease turn in date of XX/XX/2018.  According to their own records I did not miss any payments. In a collection call that I received last night, I was informed that they will be reporting this small amount to the credit agencies. I need resolution to this problem since Ally refuses to review their own records. The payoff they provided was paid as they asked for. Their was wear and tear insurance on this vehicle, so their was no charges for that. I do not appreciate how their story keeps changing instead of finding the true mistake. The dealership has even tried to resolve this issue on my behalf without success. They argue that they have never seen this situation. Even if I did owe a missed payment that should have been included in the final lease payoff amount. I do stress I never missed a payment.

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