Consumer complaint received 2016-07-01
Company: ALLY FINANCIAL INC.
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
XX/XX/XXXX someone backed into me in a crowded parking lot and since my car was unable to drive safely the party at faults insurance company was paying for a rental car. I had a meeting I had to attend before the claim number was able to clear the rental. I made a reservation at the local XXXX for a regular small car like a Camry ( do n't really remember type of car ) which was, I 'm told, unavailable after I had arrived and it promised. I was then offered a vehicle which had just come back in and had not been cleaned or gassed up and would I mind and then I should just bring it back the same way. I told them as long as the insurance company would pay for it that I did not want anything they were not going to pay for. I was assured that the cost of the rental would be the same as the vehicle promised and that meant the insurance company would be fine. I gave them the claim number and let them know the insurance company would not have the rental car formally approved for 24-48 hours and they asked if I had a card to secure it I told them I would give them the card number only if they agree to take {$50.00}. off and return it as soon as claim number cleared. The number cleared within less than 24 hours and I assumed all was well at that time. During this exchange I had made the statement 2 or 3 times that only what the insurance company was paying for while they try to up sell insurance and bigger better vehicles. They received a resounding NO! When my car was done approximately 48 hours later I saw the debit on my card for {$600.00}. I went down to the XXXX office I had rented from and XXXX of the XXXX people that was present at the time it was rented was there. When I told him what had happened he went and got his manager out of the back. After about XXXX hours I asked him well what were the charges for. Expecting to hear that there was some mistake I get back from him it was for insurance that was not required and gas {$80.00}. for gas.I then asked if he could show me a copy of whatever gave them the idea that I requested unnecessary insurance and since I picked up the vehicle with no gas that 's how i was told to return it.After another hour or so I asked if he found it and he was still looking for it. I verified they closed at XXXX that day and I had to go but call me by the end of the day with an update and if I did n't hear from him I would report it to my bank as an unauthorized debit which is what I did on XXXX/XXXX/2016. After a couple of calls asking why it had not been credited back they finally did so on XXXX/XXXX/2016. On XXXX XXXX I noticed it had been deducted again so I called at least half a dozen times looking for answers I emailed them and until yesterday had no idea what was going on. On at least XXXX occasions was told they had mailed it to me and all I had received was a letter thanking me for notifying them of my address change which was done on the XX/XX/XXXX phone call. Yesterday I received a call from XXXX in Texas who tells me they had determined it was a merchandiser dispute and to take it up with them. XXXX nor anyone else I spoke to had any idea what the circumstances were until I told them furthermore just because they consider this a dispute with the merchandiser it still is an obvious unauthorized debit and instead of them playing judge and I 'm their customer in long standing with them and this being the first problem instead of me being told to take it up with the merchant it should be them telling the merchant they need to take it up with me. I 'm at a loss what do I do now? How do I get my money back? Do I have to take them to small claims court? Since my move I have not been able to locate the original copy of the contract either but they have n't been able to since day one and honestly felt it was over and it had been taken care of. after all it had been 3.5 months. ALLY ONLINE BANK AND XXXX XXXX XXXX

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