Consumer complaint received 2017-03-15
Company: ALLY FINANCIAL INC.
State: OH
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I contacted ally financial on Monday XX/XX/2017 before XXXX. I advised the representative that I had listed my car for sale on Sunday XX/XX/XXXX and had an interested party. I advised that I would need to be able to transfer the title should the decide to purchase ( which they did ). The rep advised on the phone that if I used certified funds to pay the car off, that they would release the lien and send me the release within 24 hours. They would overnight XXXX the lien release to me if I provided my own XXXX account to absorb the charges. The rep also advised that if I sent the money XXXX, they would post it within 2 hours and send the release the next day. I stressed that time was of the essence as I had a business trip planned for Thursday XX/XX/XXXX and I needed to be able to deal with this before I left. While at the bank, they advised me against XXXX and into a cashiers check, We called Ally on Speaker phone and asked if I overnighted the certified funds, would they post them that day and send the lien release. They cited they would. I issued a cashiers check for XXXX $ MORE then the payoff amount to ensure all per diem was covered to Ally Financial and overnighted it to address provided by the rep which was Payment processing center, in XXXX KY. The package was received Tuesday XX/XX/XXXX at XXXX and signed for by XXXX. I received email notification of the delivery and immediately called to verify. I was advised that it could take 24-48 hours to post but they would send the lien release right away once it posted ( Already deviating from what I was told on XX/XX/XXXX ) I again stressed that I 'd used my savings to make this payment and time was of the essence. 
I called on XX/XX/XXXX, and the payment had been posted, I immediately requested the release of lien, I was assured I would receive it, I reconfirmed my XXXX account number for them to send it. I received no notification that day that a shipment had been scheduled under my account. I called back on XX/XX/XXXX, after rescheduling my business trip to try to accommodate the buyer of the car. Rescheduling effected me financially causing me to lose almost 1k . On the XX/XX/XXXX they advised that it could ACTUALLY be 24-48 business hours. I still called again on XX/XX/XXXX in hopes of getting it sent out Friday. Again I was advised 24-48 business hours but was told that 24 business hours had passed so that meant if they did n't get it out on Friday, that it would be released Monday. 
Monday came, I called again, seeing nothing hit my XXXX account, they advised it had not been sent and the previous request had been cancelled ( for an unexplainable reason ) and I would have to wait AT LEAST another 24-48 business hours. I advised this was UNACCEPTABLE as the payoff had long been posted, and I HAD to leave Wednesday XX/XX/XXXX for the rescheduled business trip and that if I did n't transfer the car prior to Wednesday at XXXX my buyer would back out. And I would be out the money I used to pay off my car. 
Tuesday, XX/XX/XXXX I called again, explained the story yet again. I was advised that they would FAX me a lien release before XXXX EST. This was around XXXX. At XXXX I check the fax machine in my landlords office, No Fax. I called back, I was again given the run around about offices being behind, Snow storms, and other excuses. 
Ally 's website CLEARLY states that if you send certified funds, they will send the release with in FOUR business days of RECEIPT of the payment ( see attachment from their website ). We are well past 4 business days of receipt. We are past 4 business days of posting. 
This situation has cost me now thousands above and beyond the cost of the payoff in lost work, rescheduled trips, and other hardships related to my inability to purchase a new car since this one is n't released yet, which is going to leave me w/o a car for work

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