Consumer complaint received 2020-08-18
Company: ALLY FINANCIAL INC.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Hello, I have leased XXXX XXXX XXXX XXXX since XX/XX/XXXX, financed by Auto financier Ally. Due to the current pandemic condition, I lost job and tried finding one to my best. Since I am an XXXX XXXX, I need to find a job within 3 months to maintain my XXXX status or I need to leave country within 3 months after losing job. My deadline to leave country is end of XXXX. 

So, I tried transferring my lease and found 5 potential buyers from an online platform. Then, I called Ally to guide me through the lease transfer process. Since XX/XX/XXXX, I have contacted them for more than 6 times over call and the only response I got until now is - " We have suspended the lease transfer process and we dont have any timeline on when we will resume '' Since I can't stay here XXXX after XXXX, my only option left is to " leave the car and go back to XXXX XXXX '', as I am not getting any response from Ally to transfer the lease.I also requested to provide extension for my payment for the months for XXXX and XXXX, while I hope they resume lease transfer process, I got a response as to pay half of my monthly installment of those two months before 10 days of my payment due date ( my due date of payment is XXXX of every month and I requested for extension on XXXX of this month ). 

So, they were telling to pay within XXXX to obtain relief for these 2 months. Since, I currently don't have that much money to pay for that concessioned amount, I could have arranged some if I had given 10 days of extension after my payment due date. So, in my case what they call " extension '' is of no use and asked me to pay now to obtain that discounted monthly installment, which I felt was not fair. ( I have attached my chat screenshots for your reference ). 

I also let them know that, I am in a very difficult situation that, I couldn't afford to pay-off the rest of money left on my lease, as without the job, it's very hard to even support my living here. So, requested multiple times to provide approval for lease transfer. But, only action from their side was to provide direct contact to their " Lease transfer department '', which was of no help as a response from the other end is - " We are currently out of Office, Sorry ''. 

So, I got to know about CFPB from one of my potential buyer and I tried contacting Ally again by emailing about the situation. Their email response timeline says - Please allow 2 Business days for a response and I emailed them on XX/XX/XXXX and now it's XX/XX/XXXX. It's more than 3 days with no response and I have a very short time left to leave the country. 

I really want to settle things legally and to best of interest of both myself and Ally. If I was allowed to transfer my lease, Ally would got their rest of monthly payments and and I could go peacefully, carrying out all things per the regulations.Since I am not getting " no help '' from Ally, I had to reach out to CFPB, with great hope to get settled with my issue. 

I have also let Ally know that, I am aware of CFPB and would file a complaint if I don't receive any support from them, for which I didn't receive any response.Kindly help me and allow me to settle things to my best possible efforts. 

Brief description of my car lease Specs Summary 1. Model - XXXX XXXX XXXX XXXX XXXX 2. Color - XXXX XXXX XXXX XXXX XXXX   XXXX XXXX 3. Mileage - XXXX ( as of XX/XX/XXXX ) 4. Total miles included - XXXX or XXXX + XXXX ( excess protection ) = XXXX 4. Monthly lease - {$430.00} with Ally 5. Remaining Months on lease - 19 months 6. Damages - None and single hand

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