Consumer complaint received 2019-05-07
Company: ALLY FINANCIAL INC.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XX/XX/XXXX I purchased a new 2018 XXXX XXXX from XXXX XXXX XXXX XXXX XXXX XXXX dealership in XXXX, Missouri. Upon securing financing through Ally Financial, XXXX, Finance Director explained that an additional {$4000.00} was also approved by Ally Financial to finance accessories, warranties, etc. Finance Director lead me to believe that since vehicle, though new, was a 2018 model and three-year warranty would expire in XXXX in order to sell me the extended warranty for {$2600.00}, which I did purchase. Said amount was added to vehicle loan balance. XXXX XXXX, Sales Manager at XXXX XXXX, called on XX/XX/XXXX to explain that my down payment of {$6000.00}, paid with certified funds, had been misplaced and could I replace the certified funds. Upon verification from my bank that funds had not been deposited by dealership, certified funds were replaced. On XX/XX/XXXX when I delivered reissued certified funds to XXXX at dealership, I explained that XXXX, Finance Director, had misrepresented when factory warranty would expire and I would like to cancel extended warranty and apply the {$2600.00} for extended warranty toward Missouri Department of Revenue sales tax. XXXX said he would check on this and get back with me. He called shortly thereafter and explained that upon cancellation of extended warranty, {$2600.00} would be deducted from balance of loan and could not be applied to sales tax. On XX/XX/XXXX I called Ally Financial to verify this information and was told that there would be no problem with Ally Financial issuing a check to Missouri Department of Revenue for {$2600.00} upon cancellation of extended warranty, however, this process would  have to be initiated by dealership. I called my salesperson, XXXX XXXX, for help with this and conveyed to her my conversation with Ally. She called me back and stated that my request was not possible and that {$2600.00} would be deducted from balance of loan. On XX/XX/XXXX I called Ally Financial again and spoke with XXXX who verified that my request could absolutely be granted and gave me explicit directions on how to proceed. XXXX also gave me an overnight address that the dealership should send request and warranty cancellation funds. Directing to overnight address would ensure that warranty cancellation funds would be reissued to Missouri Department of Revenue. I emailed XXXX XXXX on XX/XX/XXXX with warranty cancellation and request to reissue funds to Missouri Department of Revenue along with instructions from XXXX at Ally on how to complete these requests. XXXX also explained to me that it could up to three weeks for completion of these transactions. I followed up with Ally on XX/XX/XXXX to verify completion of my requests and was told warranty cancellation funds of {$2600.00} had been deducted from loan balance and no funds were forwarded to Missouri Department of Revenue. On XX/XX/XXXX I called Ally Financial again and requested to speak to a supervisor and was transferred to XXXX. XXXX reviewed notes in my account and agreed that Ally should have issued check for {$2600.00} to Missouri Department of Revenue and would submit request for this error to be rectified. XXXX called me back on XX/XX/XXXX to explain that request had been denied. I conveyed to him that this was difficult to understand as I followed instructions given to me by Ally Financial. XXXX agreed and resubmitted request which was also denied. Ally Financial provides inconsistent answers and policies each time I call them and I find this frustrating and unacceptable.

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 monetary relief