Consumer complaint received 2018-12-23
Company: ALLY FINANCIAL INC.
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased a XXXX XXXX XXXX on XX/XX/XXXX. My loan was processed through Ally. My first year I had no problems. By. XX/XX/XXXX I needed a deferment. XX/XX/XXXX I was deemed 100 % unemployable by the Veteran Affairs. This caused a decrease in my finances. All of a sudden I started getting calls for my nephew XXXX XXXX..then when I called XXXX XXXX was also attaced to my account. I spoke to a rep and she said I had two accounts, yet XXXX was suppose to be mine. We continued discussion the account and we both were very confused. She told me her supervisor was out. Well several days later I called back..this time the supervisor can't remember his name..XXXX..he got real mad with me..actually he was XXXX. He hung up on me and the next morning the car was gone. I called Ally and all they would tell me was how much I had to pay to get it bqck. I went to XXXX XXXX XXXX for help. I paid 2600 plus dollars. I called to see where my car was and they told me I also had to pay for XXXX because my payments are due on the XXXX and I paid on the XXXX. I went and sent what they told me I had to do for XXXX or I couldnt get my car. When I got it it was muddy inside and out..money and dvd player movies amd music missing..as I started driving there was a loud noise. Turned out that one of my tires tread was stripped. Days later I went to check to make sure my account was current. It showed I owed for XXXX. I called, rep told me I hadnt paid for XXXX..I told her how I got my car back..she said I didnt pay enough to cover XXXX. I asked for an english speaking rep..she told me they will tell you the same thing and hung up. This just made me think even more that Ally had 2 different set of people cheating me. I did an online chat and was told I was current and it will be fixed within 24 hours. It was. Then a female called me stating she was in charge of my account..I told her this cant be..I dont want my car taken again. She said none should have repoed your car. Another red flag. She told me to pay 400 plus on line ... the next day I got a lettersaying to send a check. Confused yet again. I sent a l3ttef to Ally and XXXX XXXX called me about my concerns. He told me there was an error and he was going to see if A payment could be added to my account ... then he told me no. I asked him wbout the XXXX that the nasty guy told me that it wasnt expected so they applied it to principal. However XXXX told me the money was from a case I won from cfbp and. the department of justice.RED FLAG. He said the case was closed but he was going to look into it and call me back. For weeks I called him and he never answered. Then I got a copy of a letter Id never seen. Everytime I call or write them about an issue EVERYONE HAS A DIFFERENT LIE. IM suffering enough as it is with my health for them to be making it worse because Im up all night looking out the window to see if the car is gone. Mrs. XXXX at XXXX on XXXX XXXX worked my case and has proof of the inconsistencies with them.

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