Consumer complaint received 2017-02-09
Company: ALLY FINANCIAL INC.
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I requested for a hardship payment assistance with ally financial on my car payment for two months deferment and was told that they can assist me. The Lady told me that with the program they have, I can just pay the interest only for the two months but I told her that I had lost my job and do n't have any money to pay. Then I asked for a supervisor, another lady got on the phone and we talked about the same thing and she said that in order for me not to pay for those two months and the mature date be extended, it has to go through a review process and will be notified in 48-72 hours. Two days later the lady called me to tell me that I was approved for the payment extension and I do n't have to pay anything for now till XXXX. But to my surprise, I kept getting about XXXX calls from them everyday. At first I was not picking up because they were not leaving messages and I was thinking it was a marketing call. So one day I picked up the call to tell who has been calling me to stop and was told it was ally bank in regards to my auto loan. I told them that I was approved for a payment extension and the man said I was not and after going back and forth for about XXXX mins, he said oh I see it and it was the customer service department that approved it for me and I have to contact the customer service department to tell them about forwarding the approved to the collection department. It sounded like I was been dreaming when he said that. I was upset and hung up the phone on him for saying that. Their calls get on going so I picked it up again and a lady started with the same I do n't see you been approved for any program. So I requested for a supervisor and a lady by the name of XXXX in XXXX came after about a min and half of me talking she told me that the car is not mine, my story is wrong, told me I was been harassed, and they do n't carry any program as the XXXX I said I was approved for. I was shocked and told her so Someother person in the company had confirm seeing the agreement for her to just. She told me that she checked and hung up on me. While I was calling to get their corporate number to complain, a lady by the name of XXXX called me and said she got an email to contact me on my issue. I asked her who sent her the email, she said it was a system email with no name. I spoke to her about my frustrations and how I have been spoken to by both their service rep and supervisor and she said she wanted to assist me. They said she sees the approved agreement that those other were not properly trained to go deep into the system to get the information. She said that she was fixing the issue but she has to put in another request in their system to be able to clear the issue and for me to make the payment online which I did that day and she would contact credit bureau to delete the derogatory in my profile. Today, I noticed that the payment I made for {$440.00} was applied to interest and none to my principal balance and my loan and added additional two months to my maturity date, and that I still have late fees of {$44.00} to still pay even though XXXX said it was their fault, they lied to me. I want them to honor the two months no payment agreement originally approved, credit by principle balance, clear off my the negative payment history with the credit bureau, delect the late fees of {$44.00} because I was not late per approved agreement and compensate me for their wrong doing of insult, harassment, negligence, and increasing my current medical situation.

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