Consumer complaint received 2015-09-29
Company: ALLY FINANCIAL INC.
State: MA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
On XXXX XXXX, 2015 I spoke to a rep at Ally, I explained to this rep that we had record breaking snow in the area which had caused me to miss work as well as other personal issues. He assured me all I had to do was make a {$100.00} dollar payment ( remainder of last month 's payment when things got tight ) and pass in the extension paperwork. I did everything I was supposed to do exactly when I said. In the coming weeks I continually checked in with them to see if they had received the paperwork. They never had any information just stated to stay on top of the situation as you have been. After I had made my next month 's payment it appeared as though the extension was filed properly as it showed I only owed one month 's payment.I spoke to reps between here and sent over paperwork multiple times.I then found out one of my childhood best friends had XXXX XXXX. So I spend what little money I had to get her a service dog to try to help out. As a result I missed my XX/XX/XXXX payment. I then spoke to a rep toward XX/XX/XXXX or XX/XX/XXXX, XXXX. She was nice and helpful and advised me to take a 60 day extension. I explained to her I wanted my XX/XX/XXXX extension retroactively honored as it should have been as I had gone above and beyond.I fully admitted to being short for my XX/XX/XXXX payment and wanted an extension for XX/XX/XXXX so in XX/XX/XXXX I could make up XX/XX/XXXX and be back on track. She basically said it was n't possible and I told her before I commit to any 60 day extension I want to be sure that my credit will be fixed. She offered to transfer me over to her manager to have me inquire there, so she did and I left a message. I received a voicemail at work the following day to which I called back and left another voicemail. I then did n't hear back from anyone for weeks. Of course, the calls start again around my due date with a different person every time who has no idea of the situation. From there I 've been in contact with a horribly abrasive, aggressive woman named XXXX XXXX. XXXX not once alluded to feeling poorly about the situation I was in as I have done everything every past rep had instructed me to. She had a very judgmental tone to her and she was very rude. She has caused further stress in my life in an already terrible time personally. She advised me to take a 60 day extension and assured me my credit would be updated as current. She stated that the letter would say I had 20 days but I really needed to get everything done faster. I explained I would get a payment in on XXXX/XXXX/15 ( we spoke on XXXX/XXXX/15 ) as I was under the assumption I was getting paid for my part time job I had just started. I was unable to pay but per the extension letter I have until XXXX XXXX, 2015 to get both payments in. I spoke to her today and she stated that she did n't know if I 'd have my car on XX/XX/XXXX when I get paid from my full time job to catch up. She 's also refused to send me my records upon request as furnishers of the credit have to do, to my understanding, under the Fair Credit Reporting Act. They claim to record and notate all calls yet refuse to send me my records, does n't listen to anything I say, then she threaten to repossess my car although I 've explained to her and many other reps I was not late in XX/XX/XXXX they just did n't file my extension and it 's been destroying my credit. I should be late from non-payment in XX/XX/XXXX, of which I wanted to make up in XX/XX/XXXX and file a deferment for that month. Someone who has paid faithfully and filed for extensions when they ran in to problems should n't be treated the way I have been. XXXX XXXX is the epitome of unfair, deceptive and abusive. I truly have n't felt as though I should pay until my credit is fixed but I have until I ran into personal problems of late. Everything that I 've stated is recorded on every single one of the XXXX or so calls I 've had

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief