Consumer complaint received 2023-08-23
Company: ALLY FINANCIAL INC.
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I have been having issues with Ally Financial for months. My mother was gracious enough to help me purchase a vehicle. in XX/XX/XXXX. I had a financial hardship and i was unable to make my first payment and then found out i was about to be suspended from work. In XXXX, I called to see if i can get some type of extension. I spoke to 3 different people. i asked the first representative if i could make bi weekly payments based on my pay schedule to avoid these issues. i was told no and that i would be charged a late fee every time i paid. the second representative i spoke i told them about my suspension and what my hardship was, she kept twisting my story and saying that i was fired which was incorrect. another gentleman i spoke with was rude and stated well were taking your car and itll be repossessed. not even trying to understand my situation or assist me. since then ive spoken to nothing but rude ans disrespectful agents and they have tried to charge my bank account multiple time with a result in high fees. i spoke to a lady last week who again had a snappy attitude stating how much i had to pay and gave me the incorrect information for payment through XXXX XXXX. so when i finally got a full paycheck when i got back to work this past week i called on friday 3 different numbers up to 12 times and was hung up on at least 5-6 times. i then received a collection call ON A SUNDAY. So monday i spoke with a lady who was nice and i told her i placed the payment in the mail. She said she would notate my account and said she would not remove the repossession because i am now 1 month behind. she said once i pay the amount of {$510.00} and i call and let them know and she will close the account. and once the payment i mailed out comes through she will add it to the account later on but i would be okay because then i would only have XXXX to pay. on tuesday, XX/XX/XXXX at XXXX a tow truck snuck into my moms development and took the car out of the driveway. I called ally financial monday morning and the refused to give me the information about where my car is and told me i had to wait until thursday to call and ask for it. i asked could i dispute the repossession and was transferred to the Worst supervisor i have ever dealt with in my life. told me stop interrupting him. i told him i was given incorrect information, and was talking to me like i am a child which i am not one. and then began to speak to me as if i am illiterate or slow. and when i asked him for the information for my car he said no, you can call back on thursday. 


I understand that i am at fault for my payments being behind but i am doing the best i can. i am partially homeless, i have XXXX XXXX  and i need my car. i have explained my situation over and over and they just have been the worst to deal with. I am not sure what filing this will do but if i could get some type if help dealing with this i would be so grateful and appreciative.

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