Consumer complaint received 2015-05-29
Company: ALLY FINANCIAL INC.
State: SD
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I have been working with Ally Financial in regards to my auto loan. The loan is currently past due and we were working on an extension to get me current. I had explained to them I fell behind due to family illness and my fathers passing and expenses incurred during that time period. The XXXX agent I talked to kept telling me I have to get a fax # for them to send documents and as explained I had nothing I would find a way to fax back but dont have a way to receive. This carried on for minutes of her telling me I have to get her this information. I felt it was very harassing how she was acting. I had called back later and talked to a different agent who explained there was no need to get them a fax it would come in the mail just fax back right away she said my extension information was sent over already and that they would process it once the payment was in but it would be approved once i made the payment. I called today XXXX/XXXX/2015 to give them my confirmation # for the payment made to get my extension approved and the female i talked to was completely rude. She said that nothing will be approved on this til they see the payment posted and the paperwork is all back. I explained that the other agents told me it would be approved within a few days and that to have it go thru fully i would need paperwork back and payment on file. She said that was wrong and nothing is going to be approved til everything is in hand. I asked if the paperwork was already sent as it was sent to the dept on wed she said she cant tell me that then said I have XXXX days to return everything or it wont be approved. I asked her XXXX days from what and she refused an answer. I explained that I should have at least XXXX days from the date of the letter because I cant send back a letter that hasnt been sent to me she said that if I dont get it back in I would need to make another payment and could apply for another XXXX later thats why I have to fax. I explained to her if she checked the notes that I have no way to receive a fax at this time but would have no problem finding a way to fax in but I 'm limited on resources and funds to do this. She was very rude in how she was telling me she sees a lot of places I could just go get the fax. I told her that I felt she was being rude then she started to argue saying she wasnt rude she was informative. I told her i felt she was being very rude and that I am already looking at filing Chapter XXXX due to financial hardship and am to the point of just including this just so I dont have to work with people who are being rude to me. I understand I am behind on payments but I am also a person and am trying to fix this I dont need people making me feel worse about myself by belittling me. I found it very harassing how she treated me as someone who works in customer service/collections had XXXX of my agents treated someone that way they would have been walked out the door. I have submitted a complaint and have case # XXXX.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation