Consumer complaint received 2018-03-03
Company: ALLY FINANCIAL INC.
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
I have paid these individuals ( Ally Financial ) XXXX for my XXXX XXXX XXXX ... I worked out a defferment back on XX/XX/XXXX that was supposed to defer any and all interest & late fees until XX/XX/XXXX SO THAT I COULD THEN PAY OFF MY VEHICLE FOR ANYWHERE BETWEEN {$1400.00} - {$1800.00} ... .Now its the XXXX of XXXX and they are saying now that I have {$760.00} something in LATE FEES AND THAT IM BEHIND ON MY PAYMENTS?!?!?! TRY CALLING TO SPEAK TO A MANAGER AND GET HUNG UP ON 4X?!?!??! What kind of Multi Billion Dollar company treats people this way??!!??!! This is not the first time this has happened ... their customer service is HORRIBLE, NOT TO MENTION YOU CAN NOT UNDERSTAND THEM BECAUSE " XXXX, XXXX OR XXXX " IM SURE,,, THEY HAVE SUPER BROKEN ENGLISH AND THEY ARE TRAINED LIKE ROBOTS TO JUST KEEP STATING THE SAME THING OVER AND OVER AND OVER ~ THEY DO " NOT '' LISTEN TO YOUR ISSUES NOR TRYING TO SOLVE THE PROBLEM AND WHEN YOU ASK FOR THEIR MANAGER THEY HANG UP ON YOU?!?!?!??!?! AFTER BEING ON HOLD FOR UP TO 40 MIN AT A TIME!!!! MINE & MY FIANCES TIME IS EXTREMELY VALUABLE AND WE ARE MISSING TIME AT WORK TO BE ON HOLD. SO WE CALL ON SATURDAY AND THE RECORDING SAYS " OUR HOLD TIME IS EXTREMELY LONG AT THIS TIME, YOU MAY WAN NA CALK BACK OR GO ONLINE?!?!??! '' WHAT THE HECK IS THAT?!?! WE JUST MOVED WE ARE TRYING TO DO THE RIGHT THING AND THESE  INDIVIDUALS XXXX IT UP!!!!! EVERY SINGLE TIME, THEY DO NOT NOTATE ANYTHING SO YOU HAVE TO REPEAT YOURSELF OVER AND OVER EVEN WHEN YOU ASK THEM TO DOCUMENT THE CALL ... I JUST WANT TO BE DONE WITH THIS COMPANY AND GET MY TITLE TO MY CAR THAT HAS NOW ALMOST BEEN PAID FOR TWICE!!!!!! I WOULD NOT SEND MY WORST ENEMY TO ALLY FINANCIAL OR ANY OF ITS AFFILIATES IM SO DISCUSSED AT THE AMOUNT OF MONEY I HAVE SPENT ON THEIR MADE UP " LATE FEES AND FINANCE CHARGES!! '' ITS TRULY WHY THEY ARE A BILLION DOLLAR COMPANY ... THEY ARE THIEVES THAT ARE TAKING ADVANTAGE  OF HARD WORKING AMERICANS THAT BUST THEIR HUMPS TO PAY FOR THESE OBSURRED CHARGES. I OWED {$1800.00} IN XXXX I DEFFERED UNTIL XXXX ( SO I WAS TOLD ) AND NOW I " OWE '' {$3900.00} & I WAS ONLINE ~ I WENT TO PAYOFF ACCOUNT AND IT TELLS ME {$4200.00}?!?!?!?!? I GIVE UP. THIS IS NOT RIGHT MY STICKER PRICE WAS {$11000.00} ... I HAVE PAID {$17000.00}!!! HOW IS THIS JUSTIFIED?? PLUS I HAD A CO-SIGNER ON THIS LOAN!!!!!! Ultimately, it's demoralizing when TRAINED customer services and collections specialists don't NOTATE phone conversations, nor save their recorded lines ( which by law they must ) which would validate my claims and proove that they are COMPLACENT and neglect in facilitating there jobs. Furthermore, time is MONEY, and when you must take one and a half hours minimally to call XXXX XXXX, DURING THERE BUSINESSES  HOURE AND GET NOTHING ACCOMPLISHED, any individuals would be upset. When calling in knowing the company seems to be running racket and perpetuate the problem with no recourse. Most importantly, any TRAINED specialists should not be bias to an upset consumer by placing on long holds, eventuality hanging up THE line and intentionally not documenting the conversation because they didn't like a disgruntled tone. A class action suit should be placed against such banks as ALLY whom participate daily in infair tactics and UNETHICAL and UNAUTHORIZED CHARGES taking ADVANTAGE of ones poor credit score and purposely not solving the problem so they can charge extra fees and finance CHARGES as well as hidden FEES. A 5 year loan has Turned into over 6 years. Countless hours on phone and even job loss for taking extended breaks trying to resolve my billing issues. Please take this not at as a desperate plea for alterior motives. Its principal, morals, ehtics and the law that is being encroached upon and broken by ALLY Bank. I would like to be compensated in a manner indicative of said claims ; time, money job loss emotial distress from these foreign customer service reps. Hired intentionally by these banks. Internet on line, thousands of people have made similar complaints about ALLY BANK / XXXX XXXX 

Thanks for the opportunity

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