Consumer complaint received 2016-11-24
Company: ALLY FINANCIAL INC.
State: WI
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I had a lease with Ally Bank. XXXX XXXX of XXXX, XXXX sent me a notice that I could get my lease pulled forward 4 months and they would pay for it. I agreed to this arrangement. I then bought a car from them. Two weeks later I had {$270.00} taken from the account set up to pay the lease to Ally. I immediately called them and asked them to return the money to my account. They told me I would have to get my bank to send the proper paper work to have them return the money. I called my bank. They told me to have them put the money back. After an hour and a half of talking to both banks my bank said they were just screwing with me and to tell them to put the money back. I did so. They told me they were holding the money incase there was circumstances that warranted them using the money for damages. They told me the car was going to auction and they would get back to me. 
I got a check from Ally for {$50.00}. I called to ask why I was getting this check. They told me it was an over charge from XXXX XXXX. About a week later I got a formal letter that said Account Settlement. Remaining Base Monthly Payment ( 5 @ {$270.00} ) Less - Unearned Rent Charge {$150.00}, Less- Surplus from Vehicle Sale {$0.00}, Net Remaining Base Monthly Payments {$1200.00}. Less - Net Remaining Base Monthly Payments {$120000.00}, Less - Excess Mileage/Excess Wear Charges {$210.00}, Less - Sales/Use Tax on Excess Mileage/Excess Wear Charges {$10.00}, Balanced Refunded {$50.00}. I had talked many different people at the bank. One said I would receive money back from the sale of the vehicle at auction. I would also get my {$270.00} back. I told them that they had done a poor job of getting the lease at XXXX miles where the seller of the vehicle knew the one to drive the vehicle had vision problems and would never use the vehicle for more than XXXX miles/year. I won the vehicle in a divorce settlement. I tried in the last year to drive the vehicle as many miles as a could. I went over XXXX miles in 9 months. 5 month pulled ahead and 2 months spent in XXXX not driving the vehicle. I was over XXXX miles under the XXXX lease miles. They told me that I had a scratch on the vehicle so they took {$21000.00}. I told them that I had returned the vehicle with no damage to XXXX. I also told them that I returned the vehicle with XXXX miles less on the engine, motors, paint, pumps, etc ... I told them I was getting a lawyer to settle the issue. The lawyer told me to call you because it would cost me way too much to use him. I would like to get the money back and money from the excess miles they charged me from XXXX to XXXX miles. One person in the bank talked to another person and told me I would get money also back from the auction. I know that that is not normal, but I have talked to XXXX people who have received money. I would be charged {$0.00} for every mile I would go over XXXX miles. I told them that I wanted {$0.00} for every mile I was under XXXX miles. Of course, they told me that that has never happened before. Is there anything that can be done in this matter?

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