Consumer complaint received 2015-08-26
Company: ALLY FINANCIAL INC.
State: PA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I went thru a bankruptcy in the XX/XX/XXXX and at that time I had a car loan with GMAC who switched it over to Ally Bank shortly before that. Once we went into Bankruptcy we stopped getting statements and they shut my internet account access out so I could not track or even see any information in reference to our loan. We continued to make our regular automatic payments thru our bank. So, I got a call in XXXX out of the blue from Ally Bank stating I am behind on payments? I was confused and asked for a statement of my account so I could check on this and all they sent me was a payment run of all the payments since XX/XX/XXXX. No balance, no payoff amount listed, no late fees, nothing, just the listing of all the payments and dates the payments we made? So, I contacted Ally Bank back to discuss the balance and the payoff and they said I missed a payment at some point in the loan. Now keep in mind I have no idea when that could have been considering that I have n't had a statement XX/XX/XXXX and I was never notified in writing of any issues period! They said my payoff was almost {$400.00} more then what my calculated balance should be and they said OH there is late fees and compounded interest that I was being charged that makes up the difference. I told them at that point I was never notified in writing about any of this and asked them to send me a detailed statement showing all the extra money and fees they are trying to charge me and I never received anything??? I figured they realized they were wrong and had nothing to send. I tried calling them again but this was such a hassle because my husband is the primary borrower they needed his permission to speak with me every time I had to call because I handle all the financials. Now my husband XXXX who works nights and I work full time days and we are like two ships in the night passing by so coordinating these phone calls were nearly impossible and they would not talk to me otherwise! So, I honestly thought it was the reps on the phone mistake because they did not contact me again after that. Today I calculated all of our payments and I show we owe {$130.00} left on a {$31000.00} loan but the Ally rep on the phone said our balance is {$520.00} and this is {$390.00} more than what I should owe and she stated that we owe {$250.00} in late fees! And the other amount {$130.00} is interest on these fees!! How and why should I be responsible for any of these extra fees if we were never notified?! Because I would have taken care of anything back when they say this happened if I was notified and I would have avoided these fees! Just for the record the bankruptcy was not a personal bankruptcy is was a business bankruptcy and I continued to pay my bills as well as the business bills from our personal funds and we made good on my car and my house! How can they charge me fees for years and never notify us??!!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief