Consumer complaint received 2020-06-19
Company: ALLY FINANCIAL INC.
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Complaint against Ally Auto : Who is the compalint againest : Their representatives and Ally Auto in general. 
( Have not been able to get a call back from a rep for months. 

I sent a payment in the amount of {$420.00} by XXXX XXXX back in XX/XX/XXXX. I called Ally Auto after sending the payment, I gave them the pin number from the XXXX XXXX so they can receive the payment. However the payment was never put in. Which they have notes from the conversation in their system from XX/XX/XXXX that I called in regarding XXXX XXXX but no Payment code. I did not start seeing the late payment or fee 's on my online account online till XXXX and XXXX of XXXX. I never received a letter or even a phone call saying they never received my payment or anything. And luckily they never came to repo my car. Another thing I don't understand if they never received a payment. Wouldn't that be what they do? All their calls are recorded and documented. I also had one rep tell me the good thing was that no payments was considered 30 days past due. After speaking to another rep today. XX/XX/XXXX they told me a totally different story that because of this XXXX payment I have a late payment for XXXX, XXXX and XXXX of XXXX. Again when i called in I got a totally different story like usual. I have requested for a call back for over 2 to 3 months now and have not received one. When i have called back in to ask why i never received a call I was told once that they returned my call but I am on a different time zone so they could not reach me. Which is XXXX  XXXX because I did not have any missed calls or voicemails. I want to speak to someone from Corporate. Not someone from the XXXX XXXX that just repeats the same XXXX thing every time i call with the same answer as the last person. I feel like they have a script in front of them that they just repeat. Because out off the hundred times I have called nothing changes they all say the same XXXX! I also have contacted money gram and have gotten no where. Since I sent it from XXXX I have to go threw XXXX and of course their employees have no XXXX clue whats going on and tell me to contact money gram. So last month I asked how much was the past due amount I owed so I could pay it. The girl tells me a amount and when i log in this month again I have a late payment. No one seems to care that there is XXXX of their customers money just gone. At this point I have been lied to so much that i don't trust any of these people. And wouldn't be surprised if someone at Ally 's has not pocket my payment. I am filing a complaint on all parties. I am also contacting a lawyer because I can not believe a company can do what these company 's have been doing is even allow and not some how illegal.. I feel they didn't tell me so they could hit me with late payments each month to make extra money. Every time I called in the reps can tell how much I owe.So why didn't they tell me about this for months and even when i called in XXXX I was lied to. It was not till XXXX that a rep finally told me what the real story was.they didn't for months. Which is very odd!!! But they cant seem to get someone from Corporate on the phone. The supervisors are no better then the reps. I wouldn't be surprised if it is the reps playing like their supervisors. Because I got the same dame repeated message from the one supervisor that they finally got on the line today XX/XX/XXXX, after for over 3 months for a call back. I just want real answers and to not to be lied and XXXX XXXX around.

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