Consumer complaint received 2017-02-15
Company: ALLY FINANCIAL INC.
State: PA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
At XXXX on XXXX/XXXX/XXXX we were awoken to the dog going nuts, I looked out and saw an unknown man walking around our XXXX XXXX XXXX pickup with a flashlight. I went out and asked what he was doing and he stated he had been orderd by Ally financial to repo the vehicle. I told him there was a huge mistake and asked to see the repo order, I stated I never received any letters or notices. He showed me and there was no amount listed in the arrears box. He took the truck and at XXXX i called ally financial collections dept., I was informed that they had no info. as it was all sent over to the repo dept. and I needed to contact them. I called the repo dept and was on hold for 45 mins before anyone answered. The gentleman that answered was XXXX and very hard to understand, he would n't answer any of my questions, just kept reading from his computer. I was getting very agitated, when I kept asking why the truck was repoed, he stated that he did n't have that info the collections dept. did. I informed him they said the repo dept did. All I wanted to know is why they repoed the truck. In XXXX and XXXX I paid them a total of {$900.00}, the payoff was approx. XXXX, I had 6 payments left at XXXX so I was actually ahead of schedule. Finally after 15 mins of getting nowhere, I asked what we needed to get the vehicle back. He replied XXXX and some change, I was informed to XXXX or XXXX the money and call back with the tracking #. I asked what the payoff on the truck was after the XXXX was sent to them and of course they could n't give me that info. because now there was going to be new charges for the repo fees, towing, not cleaning out the vehicle, and not surrendering the keys. By the end of this call, he was very rude saying he could not hear me whenever I asked him to repeat due to not being able to understand, due to his accent. I decided to go online and check my account, as that is how my payments are made. I logged in and the truck and all payment info. was gone! I called the collections dept back, it was a XXXX woman who answered, I started questioning her about why the truck was repoed and what happed to my info. and she yelled and said " YOU DID N'T MAKE YOU PAYMENTS, THAT 'S WHY IT WAS REPOED! '' and then she hung up on me. I then went and sent an XXXX per their instruction, I even rounded it up to XXXX due to not being able to understand the XXXX guy at the repo dept. I sent the money and called the repo dept back to give them the tracking #, this time I was on hold 32 mins before a XXXX woman answered. I gave her the tracking # and amount and was informed there was already a XXXX charge added, but no worry it would be added on the loan balance. Of course she had no idea what that charge was for. According to her my online account info,. would be back up and I could access it in 3-5 business days and do n't forget my next payment due on XXXX/XXXX/XXXX. When I asked what I owe on payment, she could n't tell me. I would need to call the collections dept. back. She verified the XXXX was in our account and sent the release over to the repo company. We picked up the truck at XXXX this morning from XXXX XXXX XXXX. We signed a bunch of releases and I asked for a copy of those, the initial repo order from Ally, and the vehicle release from Ally. I was denied all these and was informed I needed to request them from Ally. Now we are gong to have a faulty repo mark on our credit report. We also have another vehicle with them that could sell at auction and make them money, hopefully they can be stopped before that happens. The stress, agitation, and mental anguish is beyond words. I missed two days of work to get this mess straightened out!

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