Consumer complaint received 2016-10-28
Company: ALLY FINANCIAL INC.
State: VA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Bought my car about 14 months ago. Was told my payments were going to be 360 and some odd cents through my local dealership. Anyways have been paying that every month. Was late a couple times due to some hardship but just four days ago my car got repossessed out of my driveway. I knew I had been making payments every month so I was confused and upset. My husband and I called ally bank the next day they told us that my payments were actually XXXX and because I " neglected '' to pay the remaining XXXX dollars on my monthly payments each month that they charged me an addition late fee of XXXX dollars or so every month I did n't make the " full payment ''. So because I had over XXXX dollars racked up in late charges they towed my car. Angry and upset I bit the bullet to pay it because I love and need my car. And clearly it was a huge miscommunication on my dealerships end verses us. Anyways regardless they should of tried to contact and let me know at least hey ur payment is n't XXXX it 's actually XXXX would of been nice instead of racking up late charges I did n't even know I had. So this was on XX/XX/XXXX my car got taken we call the next day they say we have XXXX days to make a payment or else they will take my care to an auto auction. I told them I needed a couple days to round up the XXXX ( mind you this is also the towing fees included in this too ) to pay them because it was basically going to take everything but I need my car so what can you do. I was trying everything in my power to not get my car sent to auto auction lot so I told them on the XXXX I 'd call back in a day or two to make the payment. Today is XX/XX/XXXX so two days on the dot I called to pay got the payment through only to find out they had moved my car to an auto auction lot and I now have to drive 6 hours away instead of 3 to go get my car. I was furious demanded to speak to manager kept getting transferrd here and every and everybody told me the same thing it was moved to the auto auction lot for ( storage ) purposes. And at any given point and time without payment they can move my car wherever they want. I told them look I have like no money left after my husband and I got paid I ca n't afford to drive 6 hours away just to get my car all because you got antsy and was hoping I would n't pay it. And now that I have paid it they 're rude to me and wo n't take my car back to the original lot. After I was on the phone for over and hour in escalations department they hung up on me because I caught them in so many lies it was n't even funny. I said I feel I should have to pay for these fees at all but I am anyways the least you could do is move it back to help me out a little bit but they did n't care. Told me it was too bad and if I want it towed back to original lot I can pay for it. Otherwise I just need to drive and get it cause I failed to pay before they decided to move it. So will never deal with them again and I hope they go out of business and every person working for them becomes unemployed because they are so disrespectful and unwilling to help when it was all over a HUGE miscommunication

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