Consumer complaint received 2020-06-25
Company: ALLY FINANCIAL INC.
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I used the automated option to pay my auto payment.I received a confirmation number only to receive an email from Ally that funds were returned. Ally never pulled the funds from my personal checking account listed for payments. I contacted customer service and requested my automated payment option be deactivated. I was charged late fees and third party fees to keep my account in good standing. The following month I used the one time payment option and received a confirmation number. I received another email stating the funds had been returned. I contacted customer service and they said they would resolve the issue. Again late fees and third party charges. The next month the same exact issues arose only difference is that my personal checking account listed for payments was labeled unavailable. I called and spoke with another representative. They said they would transfer to IT. 2 hours on hold I had to disconnect the call. Called back a different representative took my payment over the phone, The following month I received a call from my Father who is the cosigner on my loan that he was taking a hit to his credit score because Ally was reporting all my payments late which also effected my credit score. I reached out to customer service and was met with no resolutions and more transfers to other representatives. I reached out to my Father and we decided that I would transfer funds for my auto payment into his checking account and he would make the payment. My Father was met with the same exact issues. Payment confirmation given only to receive and email that funds were returned. Again Ally never pulled the payment at anytime. His personal checking was labeled unavailable. More late fees and third party charges were accumulated. My father added another checking account and a payment went through. I spoke with another representative and they assured me that my checking account would be made available and all issues would be resolved. The following month I tried making a payment early and it stated my personal checking was still unavailable. Contacted customer service again. I was transferred over and over again.No issues were resolved. I filed a XXXX  complaint and only then was I contacted by an executive customer service representative. I went into great detail of every problem myself and my father were experiencing. The representative assured me that the issues would be resolved and that she was viewing my account in real time. She stated that everything was fixed and that I should have no problems making a payment. XX/XX/2020 at XXXX I logged on to the Ally auto site to make a payment. The payments is listed higher than the monthly payment. Their breakdown shows an {$8.00} late charge! They are charging me a late fee when the due date is today! There were two payments made in XXXX and one of those payments had late fees attached again! My father and I have talked to numerous representatives to resolve these issues. We both have tried making payments early. I have yet to receive a phone call back for the representative I left a voicemail for. Theses issues started in XX/XX/2020! I don't know when I'll receive a call back but I can guarantee I'm going to be charged late fee 's and third party fees because Ally has yet to fix their problems.

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