Consumer complaint received 2023-03-08
Company: ALLY FINANCIAL INC.
State: DC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
On XX/XX/XXXX, I purchased a used car, from XXXX XXXX at XXXX XXXX, VA, ( XXXX ), dealer. I liked the car, I was shopping for a car for 2 weeks already, I was ready to buy, and I liked the car. it was white with blonde leather XXXX. The Price was cut off, for XXXX XXXX XXXX XXXX XXXXSo I received a discount from the seller. He told me, ( XXXX XXXX 's Seller which name I will not mention but I will if you ask me he was nice ), - thaT I am very lucky -because price of the car went down during Veterans Day sales for almost {$2000.00}. I liked this car very much and I was ready to pay as much as I could - because I received a settlement for TOTAL LOSS of my previous Car in XX/XX/XXXX. 

It was XXXX XXXX not new, but popular color- for hot and humid summer. I like it very much. 

Seller of the XXXX XXXX Dealer, at XXXX XXXX, ( XXXX XXXX XXXX  ), he brought me to Financial Department to XXXX XXXX. 
And here I made mistakes. 
I started my search for a car at XXXX XXXX, when I arrived to XXXX XXXX XXXX, XXXX, It was hot and humid and I was tired and dyhydrated in the afternoon already. 
I am XXXX American Naturalzied Citizen and XXXX American Veteran 100 % of Global War on Terrorism with injury in XXXX XXXX. 
I became tired and when we started to do my loan, XXXX XXXX the Financial director told me that I have a VERY VERY BAD SCORE. 
but he will help me. 
He said that ALLY FINANCIAL ( www.ALLY.com ) took me, also I had a very bad score. 
I was tired, to ask what was the APR? 
And XXXX did not mentioned it. -- What happened next was -- he asked me to sign here, and here and here. 
I was very happy that he helped me to get a LOAN, and I was intimidated to ask any questions, because I wanted to get my car, finally after TOTAL LOSS in XX/XX/XXXX, and move on. 
But he did not explain to me in details what was I signing. 
In addition to the LOAN on CAR, what I bough, and Seller told me that I got a very good deal because of the XXXX XXXX SALES!!! -- and I am a Veteran - also I did not tell this, I forgot. I was tired and sick -- so I got a good price on CAR. 
but XXXX XXXX started to add -- XXXX XXXX service to keep my car sparkling beautiful {$990.00}. to loan XXXX Work Group Maintenance Plan {$990.00} to change OIL and rotate tires... but he XXXX told me that it is an EXCELLENT PLAN! -- I was so confused because people were coming and going from his office and he mentioned my name and they asked where I am from and I did not understand everything what I was signing. 
Then the EXTENDED Warranty -- what is needed yes I need this. 
And thus the LOAN was created in amount of {$28000.00} about this price. 
First I looked and I thought -- I just got my settlement -- i can pay more than {$1000.00} down payment. 
But Financial Office, XXXX XXXX, he said that it is not needed. 
XXXX XXXX told me -- that " You pay your AUTO LOAN BILLS, and come back in XX/XX/XXXX. We shall Refinance your loan. '' " YOUR SCORE, he said, is very very bad, XXXX XXXX. But ALLY bank helped you and you received a GOOD LOAN for everything! '' I was intimidated to ask and he was very nice and smiling and I was sick and tired it was already afternoon, I was thirsty and tired and hungry and I am XXXX Naturalized American Veteran woman Injured 100 % and I got sick and tired. 
I was afraid to ask questions to question if It is a GOOD Loan or NOT good loan. 

I never ask for APR. Because he never mentioned it to me... and I forgot I was tired.

If I knew that I am getting a SHARK LOAN 13.22 % APR, on almost {$30.00} XXXX -- I would not do this. 
I could find a XXXX XXXX XXXX or XXXX. 
But I was tired to look and I got in trouble. 

I also was encouraged about how nice and sweet and pleasant XXXX was to me. 
I felt compassion and I signed everything under condition verbal agreement between me and XXXX XXXX of Financial Department at XXXX XXXX at XXXX XXXX, VA that : " The Condition was that after paying to ALLY for Auto Loan in amount of {$590.00} for 6-8 month, I can return to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA, to refinance my Loan to a lower rate APR. Lower than -- - I did not ask him about APR -- I dont know why. I have XXXX and I am not as sharp as I used to be. I take medications and a lot daily. 

Time went by. 
In XXXX XXXX I contacted again, first time I think. XXXX at XXXX XXXX, I asked him to Refinance my Loan to a lower APR. 
AT this time, i already knew that I made SHARK LOAN and now I must refinance it. 

XXXX run my credit score.

My credit score was In XXXX XXXX, XXXX, about XXXX something... I think. 

So it was improved. 
not much -- but above XXXX. 

But XXXX told me that ALLY Financial / ALLY.com -- auto loan, can not refinance me my loan. 
I asked him " Why not ''? '' XXXX : " Your Credit is too low. '' I :? my credit was XXXX in XX/XX/XXXX, but ALLY gave me a loan for {$30.00} XXXX! 
And you told me, it was a part of the deal to buy loan from ALLY, that you will be able to help me to refinance to a lower APR! '' XXXX : " Sorry, I can not. '' But he said " Come back in XX/XX/XXXX, or XX/XX/XXXX, and maybe we can do something about it. ". 

I was depresed. 

I cut the corners : I removed cancelled XXXX Maintenance Plan. on XXXX with XXXX XXXX XXXX of Financial Dept at XXXX XXXX XXXX XXXX XXXX 

I cancelled XXXX which was also added to my Loan in XXXX when I made a loan. 
But the APR is still high. And I tried to refinance my loan with Credit Union, and I was not successful. CU requires a very high score. 
They denied. 
XXXX -- denied. 
Department of Veterans Affairs XXXX XXXX -- denied to refinance. 

In desperation I contacted XXXX yesterday. 
I spoke with Several agents. 
The number to call is XXXX. 
When you call this number, there will be options, to continue. 
Option # 3 says : If you want to talk about XXXX Score related issues -- or questions, -- and I understood this, to my best understanding- it is about how to BOOST my Score with ALLY.com. 
Maybe XXXX XXXX in Financial dept at XXXX XXXX he told me about this BOOST at ALLY and he did not explain to me anything- - just said -- that in 6 7 month the ALLY.com will BOOST my credit score. 
And I will get my loan to refinance? 
To my best understanding, I dialed XXXX, option 3. 
I waited. I spoke with several people One of them was XXXX XXXX at XXXX PM. 
And XXXX about XXXX min later. -- I also spoke with SUPERVISOR. 
Neither of them could answer me, what option # 3 at the answering service for ALLY.com says about XXXX SCORE? 

I was surprised. 
shocked. 
I asked the agents at ALLY.com -- " Are you sure, that you are financial institution and you are in finances? do you know what FICO Score is? Do you know what it is to BOOST a XXXX Score? '' The women-agents, who answered my phone, they did not understand what am I talking about. Like I was on XXXX... 
I asked : " I want to know about XXXX score issues. Just as on Option 3, on your answering service. -XXXX  Score Issues. '' Problem was : Women who answered me, -- they spoke broken English. More broken that I am. I am Naturalized American since XXXX, and XXXX XXXX veteran -but I still have accent. Yesterday, when I called to ALLY.com XXXX, option 3, XXXX SCORE issues, they did not understand what I am asking for. What XXXX  Score issues? 
WHat to BOOST? - I got very frustrated and I asked for supervisor. I spoke with XXXX and with another lady at XXXX, option 3 I asked to speak with Supervisor, to explain to me about BOOST at ALLY and XXXX  SCORE ... issues XXXX, option 3. ) Supervisor # XXXX, told me that Maybe this XXXX, option 3. XXXX SCORE issues option, pertains to the ALLY BANK and not to ALLY Financial? 
She said : we are only doing contracts here. 
Money comes from the ALLY Bank.at XXXX. 

Time was XXXX at XXXX XXXX XXXX. 
She ( supervisor XXXX XXXX ( I dont know the name XXXX perhaps? ... ) transferred my call to ALLY Bank. I waited ... and waited ... and waited.. XXXX Answered XXXX Supervisor gave me a number to call to ALLY bank : XXXX in case we get disconnected. But XXXX answered. 
XXXX is from ALLY bank, he said that " we are at ALLY bank, and do nothing with ALLY AUto loan financials. We dont boost any scores and do not do XXXX  SCOREs. 
XXXX said : call to your XXXX XXXX and ask for their help. 

And XXXX XXXX told me that they only do CONTRACTS ( Supervisor # XXXX ). 

I asked XXXX to please connect me to speak with Supervisor. 
It was about XXXX XXXX  of XXXX or so. 
XXXX placed me on hold. 
I waited. 
He returned and asked : do I still want to wait? the Supervisor is very busy! 
I said : I will wait. 
I was in the car, XXXX, and my signal died. iin blind spot, and we got disconnected. 
But I waited for more than XXXX min..yes or more. 

After this unsuccessful fiasco conversation with ALLY, Auto loan people, ALLY BANK, to my best understanding, I got it -- they dont know what XXXX is. ALLY do not do BOOST. And it was all a LIE! 
XXXX LIED to me when he prepared a Auto SHARK Loan for me with APR 13.22 % on XXXX XXXX lied that he will refinance to me, in 6-7 month but it was LIE. He did not mean it. 
XXXX lied to me that if I will pay for my AUTO LOAN to ALLY .com -- the ALLY will BOOST my XXXX Score. 
It was a LIE. 
WHy? 
It was only {$30000.00} for him for XXXX XXXX. 
But APR13.22 % on almost {$30.00} XXXX - is killing zone. 
I took this loan, purchased my loan only, because I knew I can and will refinance. 
I was paying my Auto bills monthly faithfully since XX/XX/XXXX or XX/XX/XXXX -- and I was hoping to refinance in XXXX ( XXXX XX/XX/XXXX ). 
But now I see that it was all a lie. And they got me. I am a sucker. 
It hurts. 

It also hurts, because XXXX XXXX at XXXX XXXX advertises it self as a friend of XXXX American Veterans, that the XXXX donated XXXX XXXX to XXXX, to carry XXXX Veterans from home to XXXX XXXX XXXX It was published in XXXX American veterans magazine. ( About XXXX XXXX, owner of the XXXX XXXX and how she met with Elected Officials, at the VETERANS AFFAIRS COMMITTEE and Donated XXXX XXXX XXXX to XXXX ) I will try again to contact and ALLY to help me to refinance, because my score is now more than XXXX according to a Dealer in XXXX VA, who wants to trade my car and assume my SHARK LOAN 13.22 %. 
And I will try again to contact XXXX XXXX XXXX only now not the XXXX XXXX. but someone else who maybe will help me. 
But I am very upset about what happened. And I think a lot about this. I tried everything. 
Thank you for listening to me.

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