Consumer complaint received 2022-08-14
Company: ALLY FINANCIAL INC.
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I lost my job in XXXX called to make payment arrangements because I was unemployed they told me since I had transferred my loan to XXXX XXXX  had been less than 6 months that they couldn't work with me. So my payments fell behind. Then I got my job back around XX/XX/XXXX and on XXXX the XXXX at XXXX a.m. I called XXXX XXXX  to set up a payment arrangement I was going to pay them {$400.00} on Friday with a debit card and then make a {$250.00} payment the week after next. Ally financial agreed to it and then on XXXX the XXXX at XXXX a.m. approximately, ally Bank had my vehicle repossessed. When I finally get an answer to where my vehicle is it had been XXXX hours. Evidently on Tuesdays they have a general meeting until XXXX anyway I found out where my vehicle is they had transferred my vehicle from my residence in XXXX Arkansas to XXXX XXXX XXXX Arkansas roughly XXXX miles away which makes it impossible to get to on the same day especially when they repo your car how are you going to get XXXX miles away. So finally I get the {$1700.00} from selling some assets and borrowing money from family to get my car out of repo. I wire the money to XXXX XXXX  at XXXX remind you I wasn't able to get a hold of anybody until XXXX so it's XXXX really when I finally get off the phone with them with an amount so it's been pretty much all day affair I missed work everything because of this. so the next day it went through and I call Ally bank and they said oh we don't have it yet so I give it an hour or two I called my bank make sure the wire went through it did and so I call Ally Bank again and they say oh we don't have it I was like could you check and the lady was like it's shows in our system that is not there it's not there I was like would you just check finally I get them to check after I use a lot of foul language cuz I'm irritated at this point and she checks and goes oh we have it and I was like duh and so they released my vehicle. Then I borrow my dad 's truck I drive up to XXXX XXXX XXXX to pick said vehicle up and what a cluster that was. There was damages done to my vehicle that XXXX XXXX nor the repo company has responded as to who's going to cover it. The repo company got into my vehicle basically they Jimmied the lock got my wallet out of my vehicle after I specifically told them not to I would take care of it. And out of my wallet there is missing {$600.00} in cash I made a police report on it and everything it was just a bad experience we'll just say that and nobody 's taking responsibility for the damages done to my car nor the stolen money I can't get anybody to answer me from XXXX XXXX  I have called I've sent emails with descriptions and pictures and still no response back. I've threatened lawsuits I've threatened everything I still get no answer so I'm going to file a lawsuit on Monday which will be tomorrow from this submission it's absolutely ridiculous that somebody would have to go through this especially when there was already a payment arrangement the next day they repo the car you get the car back then they charge you an extra {$400.00} on top of your past due balance and then they want you to make a payment at the very next day I'm like you people XXXX XXXX.

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