Consumer complaint received 2021-03-14
Company: ALLY FINANCIAL INC.
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I got behind due to reduced income as a result of the pandemic. I tried to get assistance through Ally, my lender in XXXX. What I really wanted was a repayment plan to get caught up. The person who answered the phone somehow doesn't have the authority to access my account. So he transferred me to another department. The new department said that it is the job of the previous department to assist with this request. They transferred me to another person who said I should just call back another day and the call ended. The company started calling me at work hours. Every time they called, they would hang up after the first ring and I didn't have time to answer or I had a notice of a call and it had never rang. I finally was able to call back. This time the person I spoke with said I could have an extension.after many questions, It sounded like he was trying to offer forbearance. He said the pYmenr would be made at the end of the loan. I asked it this would be a balloon payment. He had no idea what that meant. So he transferred me to a female who was extremely irritated that he was bothered. She refused to answer the question because she didn't see that I hand been approved for nor did I have an extension. She told me that I had to ask for it on the app andd the call was terminated. I sent another message about this on the app. I paid my payment for XXXX online. And I got a response to my written request. The response was that I had to call them. They continue to call me at work during work hours. I did finally catch one of their calls. It was someone thanking me for my payment and sing I was up to date. I said that seemed strange because of how I had been behind. She said she had not looked at the account and when she did she said that she guessed am behind and to make a payment. I called back this evening. I explained what has been happening and that I needed. She said she would give me rips on paying my bill. I told her that is not what I need. I need a repayment plan. She too said something about an extension and then told me that time it is and that they close in 30 minutes. She then said I should make more smaller payments through the month. I finally said I didn't think we were.cimmunicaribg because she is not giving me what I am asking.for so I asked to speak to a supervisor. She said no. I asked her to clarify and that she was denying.my request to speak to a supervisor. And she said that I may not speak to a supervisor. I asked he for her identification number because I would be including it here in this complaint. She said it is XXXX. I just want to be able to get caught up. I thought lenders/loan servicers were supposed to h be helpful during this pandemic. Up until now, they have been everything bit helps. They need to pay a fine for the run around and heartache they are providing me. They should figive at lesst half of the XXXX of arrears because of their unwillingness to help.

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