Consumer complaint received 2017-02-14
Company: ALLY FINANCIAL INC.
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I received a voicemail from Ally at XXXX am to return their call regarding billing. I contacted the representative via his extension left by the voicemail at XXXX. At this time, I was told that my car was in repo status and a payment was required to remove repo status and to prevent repossession of my vehicle. We agreed to the terms of making a payment of {$450.00} through certified funds ( via XXXX or XXXX ) and at that time I was also offered and approved for a 60 day extension for remaining balance. Representative stated at that time, after payment was made I would need to call back with reference number to verify funds had been sent and received. Payment was sent of {$450.00} at XXXX XXXX per XXXX reference and receipt ( Please see attached receipt for time stamp, date, reference no, and amount sent XXXX. Once payment was submitted, I called representative back with reference number, waiting XXXX minutes, as instructed to do so. After providing the reference number to representative for verification, I was told payment was received and my car is currently removed from repo status. At XXXX, I received a call back from the representative and was told that he just noticed on my account that my vehicle had been repossessed at XXXX and that I would need to be transferred to the redemption department. After waiting on hold for a little over an hour to be transferred to the redemption department, I spoke with a rep that stated that my case needed to be sent over to the Escalation Department because my XXXX receipt shows payment made before repossession but their system showed payment was n't made until XXXX ( ONE minute after repossession ). I am extremely disappointed, not only because the payment was made and can be proven that it was made before XXXX but that this issue could not be resolved in lieu of a XXXX minute discrepancy between the XXXX parties. Redemption dpt rep placed me on hold multiple times before being able to transfer me to the Escalation department, where I was told is the dept that would be submitting the proper paperwork to have my vehicle returned to me due to incorrect repo. After speaking with Escalation dept rep, I was told that my pmt was showing as XXXX, car was picked up at XXXX, and therefore the tow was valid. I have documentation that states otherwise however representative now stated that the repo is not based on the time of payment but the time of calling in the reference number for the payment. I told her that I was instructed to wait for several minutes before calling back. Not once was it expressed to me that payment was time-sensitive. I was told my car was no longer in repo status after making the payment. Between XXXX separate reps I have been told different reasons why I can not retrieve my vehicle. Each time I speak with someone new, there is always another excuse or rule on why the tow was valid. The escalations dept rep said that she would send an email to the XXXX, and they would make a decision if the tow is valid. I am being told to wait until the end of the business day for a decision to be made, however I am confused as to why a decision needs to be made, when I have documentation clearly stating the time of payment. I was not able to attend work today because of this issue escalating to this point. I am hoping it will be resolved in a timely manner.

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 non-monetary relief