Consumer complaint received 2015-09-01
Company: ALLY FINANCIAL INC.
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I am writing this letter as a complaint in regards to misinformation I 've received from multiple representatives and management at Ally Financial which has caused me to become behind on my account, accrue late fees and receive a negative mark on my credit. I decided that I no longer need the mechanical protection package that I purchased on my vehicle so I called that company to cancel it. I was told that since there was a finance company holding the lien, the money they refunded in the amount of {$3000.00} would be sent to the lien holder. I was paying my payments about 15 days past the due date due to how my paydays are set up. I confirmed with XXXX that the funds were sent out XXXX/XXXX/15. I called Ally that day to inform them. I spoke with a woman and requested if the funds could pay the payment that was due which was XXXX/XXXX/15 and the rest be applied to principal and the late fees. She advised me that it would all be posted towards payments. She asked me to follow up XXXX/XXXX/15 to make sure the check was received. I monitored the account that week and saw that the payment posted XXXX/XXXX/15. It showed my account with the next due payment of about {$300.00} for XXXX/XXXX/15. I felt relieved that everything was completed in a timely manner. I decided to check again after the weekend onXXXX/XXXX/15. To my surprise the funds were reversed and reposted all to principal and I was due again for XXXX/XXXX/15 showing {$1700.00} due. My stomach dropped because I had already used the funds XXXX/XXXX/15 to get ahead on other bills. I immediately called at XXXX CST and spoke with a female rep who stated everything was ok, and that in her system I was due for XXXX/XXXX/15 for about {$300.00}. She said everything was fine and I did n't have to worry. Then, XXXX/XXXX/15 at XXXX CST I received a collections call. I returned the call a few minutes later and spoke with a female rep who looked at my account and told me I was past due and that the funds were posted to principal because of some partial payments in the beginning of my loan. I explained that was n't the case. She insisted on that theory so I requested to speak with a supervisor. I sat on hold somewhere between XXXX minutes, which was also frustrating due to me being at work during this call. I spoke with a supervisor named XXXX who took a quick look at the payment history and said the funds did n't post to the current payments because of the due date change in the beginning of my loan where I made a partial payment then the extension I did in XXXX 2015. I explained to him that XXXX as well as XXXX and my understanding on extensions is that the payments that are extended are placed at the end of the loan, so there 's no way these funds should pay for payments that technically are n't due yet. He agreed with me and took a closer look. He then said he 's not sure why this happened and would have the funds reposted to my payments and explained that I would have a next due of XXXX/XXXX/15 when it was completed for about {$300.00}. He said it would take a few days to be completed. I then received another collections call at XXXX EST and I returned the call at XXXX CST. I advised the rep of my call with the supervisor and they claimed to not see the notes. I immediately requested a supervisor because now I felt I was being given the runaround, not to mention I work in a call center and was having to leave the floor to return these calls. I was transferred to a XXXX who apologized stating he did n't see the request in the system by XXXX to repost the funds to my payments. He assured me that he would have it taken care of and that it would take a few days. He said that he would note the system and stop any collections calls during this process. I continued to monitor my account. On Tuesday XXXX/XXXX/15 I noticed that

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