Consumer complaint received 2021-02-03
Company: ALLY FINANCIAL INC.
State: CT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I had a vehicle loan with Ally Financial. On XX/XX/XXXX, I called the company to request a pay off amount so I can send them a check to pay the vehicle off. I was told that I would need to send a Bank Check, in the amount of {$7500.00}. I went to XXXX bank and requested a Bank Check in that amount and I sent it NEXT DAY ( USPS ) to Ally Financial. According to XXXX Bank, Ally Financial deposited the Bank Check into their XXXX XXXX XXXX account on XX/XX/XXXX. I contacted the company ( XX/XX/20 ) to find out when the title would be released and was told that because it wasn't a CERTIFIED CHECK, it would take 10 business days to clear. I requested that my call be sent to a Supervisor and when it was, I was told that O would be contacted by a member of the Customer Relations team within 3 business days. I was contacted by a member of that team and was told that he would need to " look into it '' and he'd get back with me. XX/XX/XXXX we spoke and XX/XX/XXXX we spoke. He informed me that because it wasn't a CERTIFIED CHECK, there would be the hold placed on the check before the title could be released. I asked to speak with his supervisor because I was informed by XXXX Bank that an Official Check is the same as a Certified Check, in that, in order to have an Official Check issued, cash would be needed to have that issued ( just like a certified check ). He then informed me that " he would need to look into that ''. In the mean while I had spoken to XXXX XXXX and I explained the situation to her. Fast forward to Friday XX/XX/XXXX. In speaking with XXXX XXXX, she informed me that the title was going to be XXXX shipped to me, via XXXX  and that XXXX would be calling me with the tracking number. He never contacted me. I waited 2 days and called BOTH ( XX/XX/XXXX ) JT and XXXX to find out where the title is because it's been 2 days. No response. I called Wednesday XXXX XX/XX/XXXX XXXX, two times ( once at 8:35 and then again at 11:46 ). I received a phone call back from JT stating that the title wouldnt be released until TODAY ( XX/XX/XXXX ) and that I wouldnt have the tracking number until this afternoon. 

Ally Financial has had my title and my cash since XX/XX/XXXX XXXX the date they deposited the Official Check ). They representative should have told me, when I contacted them on XX/XX/XXXX that a CERTIFIED CHECK is what is needed to have the title released immediately. They have refused to communicate with me, providing me with information, regularly, unless I call. The phone calls are recorded so I am sure that you would be able to hear the conversations. My frustrations with this organization and how they conduct business is unacceptable. I am sure that I am not the only person that they have done this to. For them to capitalize on the fact that they dont release titles, all the while tying up a customers monies for weeks on end is 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 explanation