Consumer complaint received 2016-08-02
Company: ALLY FINANCIAL INC.
State: CO
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
Good morning. I do hope that you can help in my case against Ally Financial. The office had previously reported ( wrongly ) that I was fault on payments made to their office. The first call I had made to their office was to the total loss team who advised me that because they had not received the settlement check from the total loss of my vehicle, it may be an issue and I should call customer " service '' to make sure that I do not owe that money to them. I was transferred to a gentleman who provided me solace stating that I would not owe them any money and my account would not default. On XXXX of 2016, I received an e-mail notification that my account had been subject to delinquent payments. I called immediately and spoke with a rep who transferred me to a supervisor, XXXX. Upon speaking with her, I let her know that I was assured this would not affect me, but it had. I was also told that my conversation was not documented by the previous representative before her and told me the most recent documentation on the file was from XXXX. After a 30 minute phone call, I was provided a case ID #. The redaction to my credit totalled XXXX points ( XXXX from both XXXX and XXXX ). A total of XXXX points was returned to me and a new credit report was added to my record which was still incorrect. Yesterday, XXXX XXXX, I received a letter dated XXXX XXXX, which stated that I still owed almost {$800.00}. I asked what these charges were for and they said they were finance charges and unpaid principle between the unpaid balance on the car. Since my XXXX conversation and being told a second time I had a {$0.00} balance, 137 days has passed. My contract states that interest accrues at $ XXXX. This total is {$21.00} - The " unpaid finance charges '' on the bill I received totaled almost {$200.00} - I called yesterday night and after a 45 minute phone call, I was told a few things that made me want to write to you. I was speaking with a rep, XXXX, who I provided my best callback number to before he placed me on hold to ask his supervisor about a letter that I was sent. THE letter. Anyways, he asked to place me on hold 1-2 min. The hold time was 5-6. He came to the line, asked if I received a letter? I digress. He asked again for 1-2 min hold time and again was 5 minutes. He came to the line to advise he was still reviewing the claim and I then said, okay, I do n't mind. 5 minutes later, I pointed it out to him that he had been placing me on hold much longer than he kept telling me he would. I was told that I would be getting a callback from the total loss team who was handling my file. I asked if he could please handle my concern since it was his number on the letter. He said no, so I asked to speak with a supervisor. I 'll keep this bit short as it 's extremely frustrating, but in speaking with the supervisor, I was told they do not give out last names, do not have direct extensions, and do not have direct phone numbers. I asked how XXXX was able to get a hold of her then?? Can I have your internal extension number? 3 times I was denied. I asked to speak with her supervisor and she has told me that I will receive a callback today, XXXX. Every day that passes accrues more interest, but this is acceptable in the faceless bank 's eyes. I also want to mention that I was quoted one amount by the representative I spoke with, and THREE DIFFERENT AMOUNTS from the supervisor I spoke with. She was adamant that there would be no negotiation on the remaining amount, but the amounts she kept giving me were different almost every time. I will see if I get a callback today, but this is the XXXX or so phone call I will have had about the same issue. I want to start a business one day helping people. If you are able to help me in this, I will magnify that a XXXX times back. I did offer a settlement amount to Ally and want to resolve this amicably, but I feel like their slave.

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 monetary relief