Consumer complaint received 2020-09-25
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 was approved for a 120 day extension from Ally Financial due to experiencing a severe economic hardship from the pandemic in XXXX of 2020. My regular payments of {$590.00} was set to began on XX/XX/2020, the expiration of the 120 day extension. 

I contacted Ally Financial again on XX/XX/2020 at approximately XXXX XXXX, expressing that I was continuing to experience a severe financial hardship, and could not afford to make payments in the amount of {$590.00}. The representative advised, they would look into it and send messages to the perspective department. Due to the overwhelming stress and financial hardship, I suffered from chest pains and anxiety, ending up it the XXXX XXXX at the XXXX Dept. of Veterans Affairs on XX/XX/2020. It was all stress related. I am not ungrateful at all, for the initial 120 day extension, but up to this date, I have been begging and pleading with Ally Financial to modify my {$590.00} monthly payments. 

Even though I did not want to deal with them so soon after the medical ordeal, I contacted Ally Financial on XX/XX/2020, at approximately XXXX. I was proving to them that I was not trying to ignore my payments, and did not want to risk a repossession. The representative stated they would give me an extension. 

I contacted Ally Financial on XX/XX/2020 at approximately XXXX XXXX, to follow up on the extension. It was still being processed. 

On XX/XX/2020, I did receive an extension and my payment was lowered to {$280.00}, due on XX/XX/2020. I had a 10 day grace period to make the payment. Regular payments in the amount of {$590.00} were set to start back on XX/XX/2020. This was all in a letter I received from Ally Financial, dated XX/XX/2020. I went online to pay my bill before the grace period of XX/XX/2020 ended and discovered another inaccuracy. It showed instead, that my account was past due and that I owed {$380.00}. 

On Friday, XX/XX/2020 at approximately XXXX XXXX, I contacted Ally Financial to inform them of a higher amount shown online, compared to the extension letter. The representative informed me that they did not see anything about a letter showing amount owed was {$280.00}. They went onto to inform me that now, instead of {$380.00} being due, I now owed {$410.00}. I informed them that I had a copy of the letter. The rep. informed me to either mail or fax them a copy of the letter, and they would review it. I chose to fax the letter, so I could get a quick resolution. I also did not want to keep getting charged with late fees on top of late fees, and I was already struggling. I was given the fax # of XXXX and once I fax it, I could contact them 24hrs to 48hrs to make sure they received it. 

I faxed a copy of the letter, dated XX/XX/2020 showing {$280.00} due. This was faxed on Saturday, XX/XX/2020. 

On Monday, XX/XX/2020 at approximately XXXX XXXX, I contacted Ally Financial to inquire if they received my fax and referenced my phone call on Friday, XX/XX/2020 and the instructions I received. The representative informed me to call back after 24rs to 48hrs. I informed the representative, this is what the rep. told me on Friday. I explained, that I really needed to get this resolved, to prevent more late charges. The rep. placed me on hold for over 30 minutes, after stating, they had to contact the fax department. After approximately 30 minutes, the representative hung up on me. I called again, explaining to the representative what transpired. This representative gave me the direct number to the fax department ( XXXX ), if we got disconnected. The representative then placed me on hold and after approximately 10 minutes, another representative with the fax department was on the line. The fax dept. representative insisted that I give them 24hrs to 48hrs to retrieve the fax. I informed the rep. that I could not wait another 24 to 48 hours and that I really needed for someone to check on the fax because it only takes a few minutes for a fax to come through. I advised that I was not getting off the phone, even if I had to hold for an hour. The representative placed me on hold and within about approximately 5 minutes, the representative came back on the line, advising, they located the documents I sent, which included the letter dated XX/XX/2020. The representative then advised that the amount of {$280.00} was no longer valid because I did not pay on time and it was correct that I owed {$410.00} because of late fees. I did not understand this and was told to contact the modification department at XXXX and press Option # 2 for the Work Team. 

On XX/XX/2020 at approximately XXXX XXXX, I did as advised and contacted the Modification Department with Ally Financial, pressing Option # 2 for The Work Team. The representative informed me that there was nothing they could do, until I made the payment that was due in the amount {$410.00}, which included late fees. I then requested to speak with a supervisor. The representative informed me that they were in a meeting and they were not sure how long the meeting would last. I explained, that I needed to get this resolved and I would hold the line, no matter how long I had to hold. The representative placed me on hold and within a short few minutes, another representative came to the phone, identifying themselves as a supervisor, with the title of Modification Specialist. I explained everything to the Modification Specialist and inquired if my payments could be lowered because I could not afford {$400.00} and {$500.00} payments. I also explained the XX/XX/2020 letter and the inaccuracies. The Modification Specialist informed me that I have two options : 1 ) First option is, in order to lower my monthly payments, I have to make 12 consecutive regular payments in the amount of {$590.00} and to date, I have made 8 payments. 2 ) Second option is to surrender the vehicle under a Voluntary Repossession. The Specialist explained, that if I chose this option, they would take the vehicle to an auction to sell. Even if they get the full amount owed on the vehicle at the auction, the Specialist advised, they would still report to all 3 credit bureaus, that my vehicle was repossessed, which would severely damage my credit and take years to remove. I felt myself starting to get a XXXX. I informed the Specialist the I had to end the call and would think over both options. 

XX/XX/2020 @ XXXX XXXX- I contacted the Modification Dept, again, to try work out at a modification to lower my payments. The representative advised, they could not approve me for a modification until I make 4 more months of my regular amount, {$590.00}. I explained to the representative, if I was struggling now, how was I going to make payments in the amount of {$590.00}. I really needed a modification to take place today. The rep. insisted, there was nothing they could do. I then requested to speak to a supervisor again. The representative informed me, they could not transfer me to a supervisor. I informed the representative, that the last representative was able to transfer me to a supervisor. The representative then informed me to hang up and call back, because he could not transfer me. I did as such, because I was trying to keep my stress level down. 

XX/XX/2020 @ XXXX XXXX- I contacted the Ally Financial Modification Dept and the representative advised, they would send a request on my behalf, for a manager to contact me in regards to a modification. I inquired, what was the turn around time for a manager to return my phone call. The representative advised, I would receive a call from a manager by the close of the business day today, XX/XX/2020 at XXXX XXXX ; however, that time had passed, with no call back. 

XX/XX/2020 @ XXXX XXXX- I followed up with the Modification Dept of Ally Financial on a supervisor/manager contacting me. The representative informed me that it takes 24hrs to 48hrs to get a call back from a supervisor/manager. I ended the call peacefully, so as not get myself upset. 

XX/XX/2020 @ XXXX XXXX- I followed up with the Modification Dept. of Ally Financial on not receiving a call back from a supervisor/manager. The representative advised that the time frame for a call back is taking longer than normal because they have a high call volume ; however, right before the representative ended the call, he then stated that he apologized that my request for a supervisor to call me, was never put in. 

XX/XX/2020 @ XXXX XXXX- I contacted the Modification Dept. of Ally Financial once again, because I have yet to hear back from a Modification Supervisor/Manager. The representative informed me, they would enter another request, and to wait 24 hrs to 48 hrs, not counting the weekends, for a call back. 

As of today, Friday, XX/XX/2020, I really feel that Ally Financial is causing me undue XXXX, by playing mind games, to keep adding charges to someone who is already struggling financially and trying to work something out. I can see if I am purposely ignoring the debt that I owe. I am a XXXX Veteran who fought in XXXX in XXXX for my country. I suffer from XXXX, XXXX, and Migraines as a result of this combat. I can not believe this is how our country, especially Ally Financial, treats our Veterans and we fought for the freedoms you all have. Ally Financial has proven to be a company that is misleading, mistrusting, and they show no compassion.

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