Consumer complaint received 2016-12-21
Company: ALLY FINANCIAL INC.
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I am writing to you because of some concerns that I currently have with Ally Bank. In XXXX, I purchased a XXXX XXXX XXXX XXXX truck. I was working full time and I had a part time job as well. In XXXX, I was laid off from my full time job that I had since XXXX. I still had my part time job and I received a severance check which held me over until I received another full time job within the same organization as the part time job. That full time job did not come until XXXX. 
In XXXX, due to operational changes within that dept. and the organization, I lost that full time job as well. I again, received a severance package and in addition to getting extensions on my auto loan, was able to make payments on time and keep the account in good standing. I again, got a full time job in XXXX but by that time, had almost exhausted all funds from the severance check. I kept my auto loan in good standing until XXXX which is when I tried to catch up on other bills that I casted aside to keep my auto loan in good standing. When I called Ally at towards the end of XXXX to get XXXX LAST extension, they said that I had used all extensions and that I did n't qualify for any more this year ... AND all I needed was XXXX more to keep the account in good standing, avoid all of the late fees that my account has incurred since then and to avoid the situation that I 'm in now! Ever since XXXX, I have made consecutive late payments, some greater than 30 days, all while trying to pay off student loans and trying to keep my other bills current. I have made Ally my biggest priority, but as of the past month, I have not been able to catch a break from them! Fast forward to XXXX XXXX, XXXX. I have had at least XXXX5 phone calls a day for the past month and that 's after I have called Ally myself to explain my situation and to make payment arrangements. I have not changed my story as to why I have made late payments since XXXX and the customer service representatives have continuously notated it in my account since that time. On XXXX XXXX, XXXX, I received 3 phone calls from Ally Bank- XXXX at XXXX, another at XXXX, and the last XXXX at XXXX and that call was the most alarming. A customer service rep by the name of XXXX, left me a message asking me to return the call at my earliest convenience. I could n't make out the number that she left in the message so I called the number that showed up on my phone and was transferred to her line. After continuous notes in my account about the payment plan that I had setup and why the account was late, XXXX asked me the same questions and I told her the situation and what I could do and by when! Well that was not to her liking and she told me that I did n't have any other options but to pay {$320.00} or have the vehicle repossessed. In XXXX, I was told by a customer service rep that if I missed XXXX payments, the vehicle would be repossessed. I have missed XXXX payments and by XXXX XXXX, XXXX, which is when I told them I could make a payment of {$450.00}, would cover XXXX 's payment which I paid {$100.00} towards on XXXX XXXX, XXXX. I also told them that I would have the account current by XXXX XXXX, XXXX. XXXX told me that XXXX XXXX, XXXX would be too late to do anything and that I had until XXXX XXXX, XXXX to make the {$320.00} payment or they would take the car back. Here I am trying to make ends meet and make things work with Ally and they wo n't cut me a break. A company that received $ XXXX in government bailouts is threatening me to take back the vehicle if I ca n't make a payment of {$320.00}. They have completely ignored the good standing my account was in until XXXX. I never had a missed or late payment and now they are harassing me every day it seems like! All I 'm asking is that they at least give me until XXXX XXXX, XXXX to make the {$450.00}!

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