Consumer complaint received 2017-03-10
Company: ALLY FINANCIAL INC.
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
On XXXX XXXX, XXXX my car was stolen and was considered a total loss. I continue to make payments to Ally as my insurance and gap insurance was still in the process of paying off my vehicle. On XXXX XXXX, XXXX I made a payment of {$680.00} on auto pay which has been refunded back to me. On XXXX XXXX, XXXX I made another payment of XXXX to ally using their XXXX XXXX speed pay service to make sure my payment was n't late and did n't reflect on my credit report. My insurance then paid off my XXXX XXXX XXXX on XXXX XXXX, XXXX. I called Ally on XXXX XXXX to see if I would be able to get the over payment I recently just made of {$680.00} to XXXX XXXX XXXX back, since my vehicle was paid off By my insurance they said it would be refunded back. Ally notified me that payment made on XXXX XXXX, XXXX was reversed back to XXXX XXXX speedpay on XXXX XXXX. Ally said that the payment would go back into my bank account within 48 hours, it never got refunded back to my account. Ally then claimed that they reversed the payment back to XXXX XXXX speed pay, but XXXX XXXX speed pay stated that they do not do such a thing, so XXXX XXXX speed pay asked me to call Ally because they are the ones responsible for returning the payment back to me ... not XXXX XXXX speedpay. So beginning XXXX XXXX till the end of XXXX, I have called Ally financial numerous times asking where my reversel payment of {$680.00} has gone? They knew nothing. I decided on XXXX XXXX to file a dispute form with my bank to get my funds back since XXXX XXXX speed pay and Ally financial had no recognition of where my reversed payment was at. On XXXX XXXX, XXXX I received a letter from Ally financial asking for me to pay the over payment of {$680.00} back to them in which my account was already paid in full and the {$680.00} was the reversed payment they owned me. In the letter Ally sent me it stated that I had till XXXX XXXX, XXXX to make arrangements with them to pay the {$680.00} back to them. I notified Ally financial on XXXX XXXX, XXXX to find out why I needed to pay them back. Ally financial told me they did n't know why I received the letter and that my account was paid in full and they do not know why I have to pay back the {$680.00} to them. The representative I spoke to Then gave me a confirmation number and and said my account was under investigation. I asked her if I needed to make a payment she stated no. Not while my account is being overlooked. I asked her that the letter stated that I had until XXXX XXXX to make arrangements or my account would be sent to a debt collector. she stated I had nothing to worry about and that someone would return my call within 48 hours. I never received a call. On XXXX XXXX, XXXX, I called Ally financial again to find out why no one has called me back, The representative said she could not give me any information and she transferred me to the debt collector because my account has been sent to them. The debt collecting agency which is ( XXXX XXXX ) notified me when I called that I needed to pay the money and my account was closed and all credit bureaus were notified of my default of payment. I am disgusted by The treatment I have received from XXXX financial. I have been a loyal customer and have never missed a single car payment Since I financed my vehicle. I hope that this issue gets resolved and fixed because they can not treat their customers this way ... it is disgusting!!

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