Consumer complaint received 2023-07-24
Company: ALLY FINANCIAL INC.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I contacted Ally Financial on XX/XX/2023 regarding my auto loan payment ( {$340.00} ) for the month of XXXX. I contacted the company through the customer website and engaged with a chat representative. I requested that the XXXX payment of {$340.00} be deferred and moved to the end of my loan. The chat representative initially communicated that I may not be eligible for a long term deferment but I clarified that the payment deferment was only for XXXX ( due to a hardship ) and that I would resume my excellent payment standing immediately when the XXXX payment was due. 

The chat representative confirmed that the payment deferment was submitted and approved. I requested and had the chat rep reiterate my request and the confirmation of the approval again to ensure that it was documented accordingly. 

I begin to receive text messages alluding to my XXXX payment being late but when I received a phone cal from Ally on the morning of XX/XX/2023, I contacted the company again via chat to find out what was happening. I was connected to a chat representative by the name of XXXX. I explained the situation and was advised that my request for deferment/extension was submitted for manager 's approval but was rejected. 

I advised XXXX that the previous chat rep confirmed my deferment approval through the previous chat and that Ally hadn't communicated any rejection to me via phone, chat, email or US mail. XXXX then offered to raise a new extension request for me. I agreed and stated, as I have an excellent payment history with Ally, I can and will continue to make my payments on time but the previous chat representative and Ally 's error was completely unacceptable. XXXX didn't respond any further, in fact he disconnected from our interaction. 

I called the customer service number XXXX immediately and was on hold for an hour and a half with no assistance. I just kept getting " You call is important to us, please hold for the next available agent ''. No one is answering the customer service/billing lines. I tried to use the " Email '' path to get assistance but it gave an error message that the request can't be completed at this time or to try again later. I have attached the chat conversation from today, XX/XX/2023. I have also included error message from the email ( contact us ) from the website that i received today as well. 

I have made my payments on time and my credit standing shouldn't be endangered by this complete and utter lack of customer service and business protocols by Ally Financial. This has put me in a unfortunate position that I hope to soon rectify but this incident is completely unacceptable towards me as a protected consumer. I would humbly and greatly appreciate assistance please in resolving this issue, as I can get no methods of resolution from Ally.

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