Consumer complaint received 2022-09-02
Company: ALLY FINANCIAL INC.
State: NY
Product: Vehicle loan or lease
Sub-product: Lease
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:
I opted to purchase my lease from ally bank in XXXX of XXXX XX/XX/XXXX ally cashed the check submitted by XXXX XXXX XXXXXXXX XXXX who I had sign a lease buy out loan with for XXXX. There was a cosigner on the lease who they stated they couldn't get in contact with. Towards the end of XXXX, XXXX XXXX called me asking for the cosigners contact information who was on the original lease agreement which was completed satisfied at the time of purchase. He stated that if they can not contact the cosignerfrom the lease that they will process without paperwork and if they had any issues, they would contact me. During the second week of XXXX, I received a notarized letter from Ally Bank stating that the lease had been satisfied and they no longer hold any interest for the XXXX XXXX. I've been paying the new lien holders on time and since the end of XXXX. during the end of XXXX, I began to get calls in regards to the XXXX from and a different numberthan ally had called me prior. They stated that they wanted to know what I was doing with the vehicle. They asked if I was interested in purchasing the car or am I planning on returning the XXXX. I proceeded to tell them that I had already purchased the car in XXXX. The person I spoke with seemed confused as to what was talking about. After few more calls pertaining to the same issue an employee who called said they will have upper management look into this matter and that someone would reach out to me. On XX/XX/XXXX my car was repossessed by ally bank. When I called them to see what was going on they stated that they refunded me the money on XX/XX/XXXX which my ally online account did not reflect that statement. I stated that I had a notarized letter from them stating they hold no interest in the vehicle. The voice recording have of the conversation has the person stating that the letterwas sent a mistake and that they will not return the car which was paid for by the new lending institution. The person stated that they will not return the car. I contacted the redemption department to see how I could retrieve me car and they said I had {$0.00} balance which he never saw before. He said he escaladed the case to upper management that would contact me within 24 to 48 hours on XX/XX/XXXX. Monday XX/XX/XXXX came, and I didn't hearback from anyone. I called the redemption department on the XXXX and they stated they left a notation on the account to have management contact me. XXXX also stated that nothing would happen with the car because I was disputing the Repo. I received a call 30 minutes later stating that the car was sold and that there's nothing I could do to get the car back which I purchased on XX/XX/2022, with a new lender. He stated the Car was already sold to an auction house.

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