Consumer complaint received 2018-05-29
Company: ALLY FINANCIAL INC.
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Ally XXXX I called XX/XX/XXXX to get a 2 month Deferral I changed jobs and it got us behind. Deferral was granted after paying 1 payment {$450.00} that day and speaking to XXXX XXXX ( the car is in XXXX name so they needed to speak with him ) I wanted to set up automatic payments but rep said I cant until the deferral is processed. Then a month later when logging on to pay my payment it said we were behind. This was XX/XX/XXXX spoke to 3 reps that morning one of which said he could fix the problem and just do a 2 month deferral now due to the mix up and began the process and then realized he would have to talk to XXXX due to the loan being in his name I tried several times to get him on the line and got disconnected then when I called back twice no one could help me. I had to go into work. Called back later that night with XXXX still XX/XX/XXXX and spoke to a supervisor XXXX # XXXX explained she said that there was only a 1 month extension I advised that was the problem it should have been 2 months per conversation XX/XX/XXXX. Advises I want the calls pulled and reviewed from XX/XX/XXXX and the morning of XX/XX/XXXX and I want this resolved. Was told will take a few days and that she ( XXXX XXXX will call me back XX/XX/XXXX and she will put a DNC on my account til resolved. She never called back and collection calls continued on account. XX/XX/XXXX called and was told no supervisor avail to talk to me will have someone call me. XX/XX/XXXX was on hold over an hour with no one coming on line to check on me then told that they have other people to talk to no supervisor can talk to me today will need to call back tomorrow. XX/XX/XXXX called and talked to XXXX XXXX who said that it is under investigation and that he cant do anything for me but will have XXXX call me back. Advised him that she had never called me back he said he cant do anything because she opened the complaint. XX/XX/XXXX no phone call from XXXX Did receive a message from someone couldnt make it out on recording called and was told that I have to speak with XXXX he is the one who called me but he isnt there now. Will tell him I called and have him call me tomorrow. XX/XX/XXXX rep again knows nothing, nothing noted on account and no one avail to talk to and will have XXXX call me at XXXX tomorrow morning. XX/XX/XXXX no call back. XX/XX/XXXX rep said that XXXX is not there asked what time he comes in rep said doesnt know she said she will check and see if he is there? Came back to line and said he is not avail not there until XXXX. Advised I have a job and work full time I need to speak to someone now that can handle this she put me on hold and came back and said that there isnt a supervisor to speak with they all have other calls to take. Advised thats ok I will be filing a complaint and calling an attorney tired of dealing with this

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