Consumer complaint received 2020-03-25
Company: ALLY FINANCIAL INC.
State: WA
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Money was taken from your bank account on the wrong day or for the wrong amount

Complaint:
I have been dealing with Ally and this situation for over a year now and have had no help in the situation and nothing has been resolved. I have also been transfer from many many different employees of yours for this situation and each one of them says they do not have access to m y account yet they can send me my payment history. 

This whole situation started by Ally canceling my auto payment WITHOUT my permission and then my account disappeared for months and not even my lawyer could find my account and it said it was closed out for months. When the account reappeared Ally was trying make us pay for three months a once which was not doable at that time. So the lovely lady we talked to on the phone said that she would defer the payments at the end of the lease and also that she would add the late fees on to the each of the remaining monthly payments. 

Then when the lease was paid off in full in XX/XX/2019. We were waiting for our title of the car to be sent to us and never received it. What we did receive was a letter saying we owed {$350.00} for late fees. This was a shock considering what we were told for the lady who dealt with our account and who deferred the payments the first time around. 

Now since XX/XX/2019 we have talked to many of your employees who where less then helpful and even very rude. They would hang up on us, harass us every morning, and then when we ask question about the payment history and why we were being charged different amounts for the months that we were told we late on ( in the attachment is one page of the payment history that is highlighted with the payments that we owed and what you actually made us pay ).  When we asked about these highlighted payments all employees said they did not have access to that information. How do you expect us to pay you a late fees that you cant even explain why we were being charged all sorts of different amounts through those certain months. If those were in fact NOT the extra money being taking out for the supposed late fees like the previous lady had said they would be taken out and like your contract states it would be taken out, then why are the amount for those months not the same? 

For Example : XXXX Sch payment = {$400.00}, Payment Due= {$400.00}, Total Paid= {$400.00} Now this is correct XXXX Sch payment= {$400.00}, Payment Due= {$400.00}, Total Paid = {$420.00} From then on out the payment due is different as well as what we pay for another 14 months. So if we were not being charged already for those late fees why were we paying different amounts. We were on autopay for the entire lease period expect when they stop it on their own without our permission.

Now this is what no one on Ally staff seems to be able to explain to us. We never questioned this when it was happening because we thought it was the late payments we owned being added to the next bill like we were told it would be by that women and by your contract. ( contract is also in attachment with yellow highlighter ).

We will pay the money to get our title back if someone can explain why we were told one thing and then at the end of this we are dealing with  this for a year now and no one can explain anything to us about this. I have filed many complaints, I have dealt with many of Ally staff in which have been very rude. Keep in mind none of this would of happened if our auto payments did not stop without our permission and our account disappearing. If you look at our track record before that, we were never late. 

XXXX XXXX XXXX say he will call you back and never does and then declines your call when you try to reach out XXXX XXXX Only other helpful one but then referred us to XXXX. 
XXXX XXXX likes to hang up on people after harassing them every day. 
XXXX - once asked to explain the difference in payment, she refused to help us any longer.

Company response to consumer: Closed with explanation